Análisis comunicacional de la calidad de atención al usuario brindado por el personal administrativo central de la Universidad de Cuenca

Abstract

Nowadays, we know that according to the organizational communication, the solid base for the development of an enterprise is getting satisfaction from the internal public. Thereby, we assure positive changes and internal improvements which are shown in the complacency of the users. Through this research, we determined the degree of satisfaction of the internal users in the University of Cuenca, with regard to the quality of the support to the user received by the administrative staff. They were analyzed their opinions, the results were measured and all of it was contrasted with the versions of the staff about the communication strategies applied by the University. We started by analyzing and defining the terms, concepts, and theories about the research was based on. Then, we did a deep analysis of the current communicational situation at the University, which was useful as a guide and starting point for the research, measurement, contrast, and analysis of the results. All this allowed us to have a wider sight of the problems: the causes and effects that produce them. In this way, to develop a communicational plan with short and long-term strategies, to generate more improvements and eliminate the flaws detected.