El clima organizacional y su influencia en la atención al cliente en la plataforma de atención de la Oficina de Normalización Previsional La Libertad.
2014
The present study is named “The Organizational Climate and its influence on the Customer
Service Platform of Oficina Normalizacion Previsional La Libertad”, it was intended to deepen
two aspects that should concern every institution: the personal welfare of its human resources
and its impact on the quality of services it offers, especially those providing services to the
public. The main objective of this study was to determine the relationship between
organizational climate and its influence on the customer in the Platform for Public Attention
ONP La Libertad.
The problem that arose for this study is: How organizational climate influences the Customer,
the Platform for Public Attention of Oficina Normalizacion Previsional La Libertad?. To solve
this question, the following assumptions were considered: The organizational climate directly
influences the Customer, the Platform for Public Attention of Oficina Normalizacion Previsional
La Libertad.
In this research two types of population to a to analyze the organizational climate and the other
to analyze the Customer was taken. The sample considered for the first population is 12
workers and the second is 60 clients.
Also, the technique used to collect data were the Organizational Climate Scale (EDCO) and
Customer Satisfaction Survey. the results showed that the Platform care Normalization Office
Freedom level organizational climate that prevails is high with 58.33%. And referring to the
process of care in the window, determined relative to the speed of answering inquiries, that to
the 46% of the speed of guiding clients to absolve inquiry was fair.
Therefore it is concluded that organizational climate has a direct influence on the customer's
attention on the platform for Public Attention Oficina Normalizacion Previsional La Libertad.
The results of the sample is taken as the value of the correlation coefficient 0.91, which shows
that the relationship between the studied variables is positive and significant, showing a positive
and significant relationship for both variables.
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