Organizational culture and quality of attention of the administrative service in a peruvian university
DOI:
https://doi.org/10.51252/race.v2i1.451Keywords:
motivation, teamwork, integrity, satisfactionAbstract
Technological changes are going at a fast pace both in the design of new products and new processes; on the other hand, university organizations face an increase in the quality requirements of their services. This research proposed to determine how organizational culture influences the quality of customer service by administrative staff at the National University of San Martín. The non-experimental, transactional correlational design was used; the population consisted of 5 190 users between undergraduate and postgraduate students, graduates and teachers; and the sample was 375 calculated by stratified sampling. Two structured questionnaires were used as instruments, and the Pearson correlation test to find the influence between the variables. The results highlight that 23% of the workers were never linked to the organizational culture, and the quality of attention of the administrative services is not very satisfied for 28% of the respondents and totally dissatisfied for 16%. It is concluded that there is a positive influence (p-value < 0.05; r=0.93) between the organizational culture and the quality of care in the university context.
Downloads
References
Ascencio-Cristóbal, L., Fábregas-Rodado, C., & Carmona-Campo, C. (2019). Cultura organizacional y el intraemprendimiento académico en la Universidad de Guayaquil-Ecuador. Desarrollo Gerencial, 11(1), 79–103. https://doi.org/10.17081/dege.11.1.3427
Carrasco Vega, Y. L., Mendoza Virhuez, N. E., López Cuadra, Y. M., Mori Zavaleta, R., & Alvarado Ibáñez, J. C. (2021). La competitividad empresarial en las Pymes: Retos y alcances. Universidad Y Sociedad, 13(5), 557–564. https://rus.ucf.edu.cu/index.php/rus/article/view/2266
Chavarría, S., & Segovia, R. (2019). Servicio de atención de la secretaria de la Universidad Técnica de Manabí. Revista Caribeña de Ciencias Sociales, 2. https://www.eumed.net/rev/caribe/2019/01/secretaria-universidad-manabi
Cooke, R. A., & Lafferty, J. C. (2010). Using the Organizational Culture Inventory to Understand the Operating. Cultures of Organizations. In The Handbook of Organizational Culture and Climate (2nd ed.). Human Synergistics International.
Evans, J. R., & Lindsay, W. M. (2005). Administracion y control de la calidad (7th ed.). Thomson/South-Western.
Gonzáles-Limas, W. R., Bastidas-Jurado, C. F., Figueroa-Chaves, H. A., Zambrano-Guerrero, C. A., & Matabanchoy-Tulcán, S. M. (2018). Revisión sistemática de las concepciones de cultura organizacional. Universidad y Salud, 20(2), 200. https://doi.org/10.22267/rus.182002.123
Hernández Sampieri, R., Fernández Collado, C., & Baptista Lucio, P. (2014). Metodología de la investigación (6ta ed.). McGraw-Hill Education.
Isensee, C., Teuteberg, F., Griese, K.-M., & Topi, C. (2020). The relationship between organizational culture, sustainability, and digitalization in SMEs: A systematic review. Journal of Cleaner Production, 275, 122944. https://doi.org/10.1016/j.jclepro.2020.122944
Izquierdo Espinoza, J. R. (2021). La calidad de servicio en la administración pública. HORIZONTE EMPRESARIAL, 8(1), 425–437. https://doi.org/10.26495/rce.v8i1.1648
Llancari Morales, R. A., & Alania Contreras, R. D. (2020). Cultura organizacional y desempeño docente en la Universidad Nacional del Centro del Perú. Socialium, 4(1), 22–33. https://doi.org/10.31876/sl.v4i1.45
Mendez Alvarez, C. E. (2019). Elementos para la relación entre cultura organizacional y estrategia. Universidad & Empresa, 21(37), 136. https://doi.org/10.12804/revistas.urosario.edu.co/empresa/a.7681
Moreno Bastidas, G. R., & Pineda López, R. D. C. (2019). La Determinación de la Relación entre Cultura Organizacional y Desempeño Docente en Instituciones de Educación Superior. Revista Científica Hallazgos21, 4(2), 112–132. https://revistas.pucese.edu.ec/hallazgos21/article/view/340
Mosqueira, G. (2020). La cultura organizacional y su incidencia en la calidad de servicio del personal administrativo de la Universidad Nacional de Trujillo: 2016. Ciencia y Tecnología Alimentaria, 16(2), 157–163. https://revistas.unitru.edu.pe/index.php/PGM/article/view/2896
Oseda Gago, D., Flores Arocutipa, P. J., Luján Minaya, J. C., & Oseda Gago, M. A. (2020). Cultura organizacional y control interno del personal administrativo de la Unidad de Gestión Educativa Local de Yauli, La Oroya. Universidad y Sociedad, 12(5), 75–82. https://rus.ucf.edu.cu/index.php/rus/article/view/1681
Pumacayo Palomino, I. I., Calla Vásquez, K. M., Yangali Vicente, J. S., Vasquez Tomás, M. R., Arrátia Méndez, G. K., & Rodríguez López, J. L. (2020). Responsabilidad social universitaria y la calidad de servicio administrativo. Apuntes Universitarios, 10(2), 46–63. https://doi.org/10.17162/au.v10i2.440
Rojas-Martínez, C., Niebles-Nuñez, W., Pacheco-Ruíz, C., & Hernández-Palma, H. G. (2020). Calidad de servicio como elemento clave de la responsabilidad social en pequeñas y medianas empresas. Información Tecnológica, 31(4), 221–232. https://doi.org/10.4067/S0718-07642020000400221
Zambrano Campoverde, J., Ramón Pineda, M. A., & Espinoza-Freire, E. (2017). Estudio sobre el clima organizacional en los docentes de la Universidad Técnica de Machala. Universidad y Sociedad, 9(2), 163–172. https://rus.ucf.edu.cu/index.php/rus/article/view/562
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Jorge Armando Tuesta Pinedo, Raidith Riva-Ruiz, Carmen Pérez-Tello, Anibal Pinchi-Vásquez
This work is licensed under a Creative Commons Attribution 4.0 International License.
