Relación del clima organizacional y de la satisfacción laboral del cliente interno con los niveles de satisfacción del cliente externo en el servicio brindado por los balcones de servicios ciudadanos del Municipio Metropolitano de Quito, Administración Zonal Manuela Saénz

Abstract

This research work aims to determine the incidence of the variables Organizational Climate and Job Satisfaction in the variable Satisfaction of the external client of the Municipality Services Balcony, Manuela Sáenz administration and presents the results of the Organizational Climate and Labor Satisfaction measurements that the employees have of the Institution, as well as the results of the surveys made to external customers, users of the services provided by this unit, for which Litwin and Stringer structured work climate surveys were applied, Font Roja AP for job satisfaction and Servqual of external customer satisfaction. Statistically, a relationship could not be verified through the establishment of correlations between the variables due to the different sample sizes, however it was determined qualitatively that there is a relationship between the items that make up the variables Organizational Climate and Labor Satisfaction with some of the variables of External Customer Satisfaction, for which experimental investigations are suggested to obtain an approximate measure of that incidence.