Organizational culture to strengthen the quality of service to the public in the Department of Admission and Control of Studies at S.C. Yacambú University

Abstract

The main objective of this investigative work was to propose Organizational Culture strategies to strengthen the quality of service to the public in the Department of Admission and Control of Studies in the S.C. Yacambú University; focusing on organizational culture as one of the outstanding factors for process management with the purpose of protecting the relationship with students, clients and users through effective quality of service, achieving recognition within the commercial context. It is important to highlight that said study was carried out in order to evaluate the procedures of the organizational structure and based on the strategic lines established to carry out effective management. The research emphasizes the design based on the quantitative, non-experimental paradigm of a descriptive type field, in which it is reflected the entire process that requires being guided in a systematic and logical manner, taking into account two (2) types of populations, the one made up of students and users in person, made up of approximately three hundred (300) individuals, taking as a sample 10% of the same for a total of 30 participants, and a second population that belongs to the personnel that makes up the Department, which the sample of seven (7) people is taken in its entirety for the respective study where the technique used was that of the survey. , made up of 24 items, with response alternatives (Yes-No). The attention to the public in terms of the quality of service was affected, not due to the capabilities of the staff but also based on the work tools that the organization makes available for its development, which is why some proposals were put forward that allow improving service quality, from the perspective of organizational culture.