Medición de la satisfacción del cliente externo el servicio de captación en el Instituto para el Desarrollo de Antioquia – IDEA
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Universidad de Medellín
Universidad de Medellín
Universidad de Medellín
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Descripción
La presente investigación tiene como finalidad dar a conocer el proceso de diseño y validación de un instrumento psicométrico para la evaluación del grado de satisfacción del cliente externo en el servicio de captación en el Instituto para el Desarrollo de Antioquia, IDEA, entidad pública cuyo objeto misional se centra en promover el desarrollo de los municipios del Departamento de Antioquia. A través de un proceso de consultoría, se identificó que dicha evaluación no estaba arrojando los resultados esperados, y, además, el instrumento no se estaba aplicando de manera adecuada. Para llevar a cabo la consultoría, se comenzó con la revisión de los antecedentes, la definición de los objetivos y la construcción de un marco teórico y metodológico aplicable a la organización. Posteriormente se hizo la revisión del modelo actual de evaluación, se analizó su forma actual de aplicación y se identificaron las necesidades de mejora.
The purpose of this research is to present the design and validation process of a psychometric instrument for the evaluation of the degree of satisfaction of external clients in the recruitment service at the Institute for the Development of Antioquia, IDEA, a public entity whose missionary objective It focuses on promoting the development of the municipalities of the Department of Antioquia. Through a consulting process, it was identified that said evaluation was not yielding the expected results, and, furthermore, the instrument was not being applied appropriately. To carry out the consultancy, we began with a review of the background, the definition of the objectives, and the construction of a theoretical and methodological framework applicable to the organization. Subsequently, the current evaluation model was reviewed, its current form of application was analyzed, and improvement needs were identified.
The purpose of this research is to present the design and validation process of a psychometric instrument for the evaluation of the degree of satisfaction of external clients in the recruitment service at the Institute for the Development of Antioquia, IDEA, a public entity whose missionary objective It focuses on promoting the development of the municipalities of the Department of Antioquia. Through a consulting process, it was identified that said evaluation was not yielding the expected results, and, furthermore, the instrument was not being applied appropriately. To carry out the consultancy, we began with a review of the background, the definition of the objectives, and the construction of a theoretical and methodological framework applicable to the organization. Subsequently, the current evaluation model was reviewed, its current form of application was analyzed, and improvement needs were identified.
Palabras clave
Medición de la satisfacción, Evaluación de la calidad, Servicio, Cliente interno, Entidad pública, Satisfaction measurement, Quality evaluation, Service, Internal customer, Public entity