Evaluación de la incidencia de la satisfacción en el desempeño laboral de los empleados de la ESPAM MFL-EP

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

Autores

  • MANUEL AUGUSTO BERMUDEZ PALOMEQUE Escuela Superior Politécnica Agropecuaria de Manabí Manuel Félix López, Ecuador
  • MARÍA VANESSA CANO MONTESDEOCA Escuela Superior Politécnica Agropecuaria de Manabí Manuel Félix López, Ecuador

Palavras-chave:

empresa pública, satisfacción del cliente, eficiencia, desempeño laboral, public company, customer satisfaction, efficiency, job performance

Resumo

La presente investigación tuvo como objetivo evaluar el desempeño laboral y la satisfacción en la Empresa Pública ESPAM MFL-EP, ubicada en Calceta, Manabí. Se empleó un enfoque cuali-cuantitativo y un diseño transversal, utilizando entrevistas, el método Delphi, encuestas y análisis estadísticos. Se seleccionaron expertos para definir indicadores de evaluación, y se aplicaron encuestas y entrevistas a los empleados y usuarios. Los resultados revelaron un desempeño medio en la mayoría de los funcionarios, pero se identificaron áreas críticas con desempeño bajo. En cuanto a la satisfacción laboral, la mayoría de los funcionarios estaban satisfechos con aspectos como motivación y relaciones interpersonales. Sin embargo, hubo insatisfacción en seguridad y salud ocupacional. En la satisfacción del cliente, se obtuvo una calificación satisfactoria en atención al cliente y métodos de pago, pero se identificaron oportunidades de mejora en la resolución de quejas y comunicación efectiva. Estos resultados proporcionan una base sólida para implementar acciones de mejora, como capacitaciones específicas y mejoras tecnológicas, para fortalecer la eficiencia y la satisfacción general en la empresa pública.

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.

Referências

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Publicado

2023-09-25

Edição

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