Sistema de atención al usuario en forma efectiva en el Registro Nacional de Las Personas RNP en Honduras
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Date
2025-05-26
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Universidad Tecnológica Centroamericana UNITEC
Abstract
El propósito del estudio fue analizar y perfeccionar la calidad del servicio prestado a los ciudadanos en el Registro Nacional de las Personas (RNP), enfocándose en la organización, infraestructura y operaciones del registro. Según una encuesta realizada el 78% de los clientes se mostraron satisfechos con el servicio, lo que denota una opinión positiva, aunque hay aspectos que necesitan ser mejorados. El estudio consideraba que el ambiente organizativo físico y la comunicación estaban estrechamente relacionados con la satisfacción de los usuarios. La sugerencia principal fue enfocarse en mejorar estos elementos a través de la implementación de un programa de capacitaciones que le permita al personal ampliar sus conocimientos para optimizar procesos. Se recomienda también que se mantenga un seguimiento constante de los niveles de satisfacción y se anime a los clientes a dar retroalimentación de manera continua para detectar áreas que puedan ser mejoradas.
The purpose of the study was to analyze and improve the quality of the service provided to citizens in the National Registry of Persons (RNP), focusing on the organization, infrastructure and operations of the registry. The main focus was to create an improvement plan and an intensive training program for staff to guarantee user satisfaction. According to a survey carried out, 78% of customers were satisfied with the service, which denotes a positive opinion, although there are aspects that need to be improved. The study considered that the physical organizational environment and communication were closely related to user satisfaction. The main suggestion was to focus on improving these elements through the implementation of a training program that allows staff to expand their knowledge to optimize processes. It is also recommended that satisfaction levels be constantly monitored, and customers are encouraged to provide continuous feedback to detect areas that can be improved.
The purpose of the study was to analyze and improve the quality of the service provided to citizens in the National Registry of Persons (RNP), focusing on the organization, infrastructure and operations of the registry. The main focus was to create an improvement plan and an intensive training program for staff to guarantee user satisfaction. According to a survey carried out, 78% of customers were satisfied with the service, which denotes a positive opinion, although there are aspects that need to be improved. The study considered that the physical organizational environment and communication were closely related to user satisfaction. The main suggestion was to focus on improving these elements through the implementation of a training program that allows staff to expand their knowledge to optimize processes. It is also recommended that satisfaction levels be constantly monitored, and customers are encouraged to provide continuous feedback to detect areas that can be improved.
Keywords
satisfacción, Interacción, Resoluciones, Gestiones