Calidad del servicio y satisfacción del usuario del SUB Comité de Administración del Fondo de Asistencia y Estímulo del Sector Educación Nauta 2025

• Autor: Flores Pérez, Enzo Jhoaldo
• Formato: tesis de maestría
• Fecha de Publicación: 2025
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/12775
• Enlace del recurso: https://hdl.handle.net/20.500.12737/12775
• Nivel de acceso: acceso abierto
• Materia: Calidad del servicio; Satisfacción del usuario; Educación; https://purl.org/pe-repo/ocde/ford#5.06.02

The analysis aimed to determine the relationship between service quality and user satisfaction at the Nauta 2025 Education Sector Sub-CAFAE. A basic methodology with a quantitative approach, descriptive-correlational scope, and a non-experimental design were used. The sample consisted of 306 users. The findings revealed that service quality was rated as average (49%), as users indicated that the institution only occasionally had modern, optimally functioning equipment; additionally, the physical facilities were occasionally comfortable, visually attractive, and kept clean; and that staff members only occasionally projected a professional image in their workplaces. As for user satisfaction, it was considered average (50%), as staff members only occasionally treated users in a friendly and courteous manner, the confidentiality of their personal information was respected during the process, and service was provided in the order they arrived. Finally, a positive and significant relationship was determined between service quality and user satisfaction, with a Spearman coefficient of 0.788 and a significance level of 0.000. Tangible elements showed a correlation of 0.680; reliability obtained a coefficient of 0.666; responsiveness reached a coefficient of 0.697; security, with a coefficient of 0.644; finally, empathy presented a correlation of 0.691, both dimensions demonstrating a significant relationship with user satisfaction.