The quality of the internal service provided by the public servant the Civil Registry, Identification and Certification Agency El Coca – 2023

Abstract

The objective of this study was to analyze the quality of internal services provided by public servants at the Civil Registry, Identification, and ID Agency in El Coca during 2023. A mixed-methods approach was employed, combining both qualitative and quantitative data to achieve a comprehensive analysis of service quality. The census population included 11 public servants, allowing for a specific focus on service provision in this locality. The study evaluated key dimensions of service quality, such as interpersonal relationships, work environment, and customer service, among others. Among the main findings, challenges related to inadequate infrastructure and inefficient processes were identified, which negatively impacted public perception of service quality. Citizens rated the quality as average, highlighting issues in the reliability and responsiveness of public servants. The study concludes that the analysis of service factors was satisfactory, with critical areas for improvement noted, such as infrastructure and procedural efficiency. These results align with similar studies in other regions, suggesting that enhancing public service quality requires attention to both tangible elements, like infrastructure, and intangible elements, like empathy and responsiveness from the staff.