Evaluation of the incidence of satisfaction in the work performance of the employees of the ESPAM MFL-EP

Abstract

The objective of this research was to evaluate job performance and satisfaction in the ESPAM MFL-EP Public Company, located in Calceta, Manabí. A qualitative-quantitative approach and a cross-sectional design were used, using interviews, the Delphi method, surveys, and statistical analysis. Experts were selected to define evaluation indicators, and surveys and interviews were applied to employees and users. The results revealed a medium performance in the majority of the officials, but critical areas with low performance were identified. Regarding job satisfaction, the majority of officials were satisfied with aspects such as motivation and interpersonal relationships. However, there was dissatisfaction in occupational health and safety. In customer satisfaction, a satisfactory rating was obtained in customer service and payment methods, but opportunities for improvement in the resolution of complaints and effective communication were identified. These results provide a solid base to implement improvement actions, such as specific training and technological improvements, to strengthen the efficiency and general satisfaction in the public company.