Analysis of management in the quality of citizen care in educational districts of Ecuador

Abstract

The research was developed with the objective of evaluating the experience and satisfaction of users with respect to the services offered in the districts, identifying strengths, weaknesses and areas for improvement in the care processes. To this end, a quantitative approach methodology was applied, using structured surveys to a sample of 107 users from different educational districts; The results showed that, although there are significant efforts by public entities to provide efficient care, deficiencies persist in terms of response times, clarity in the information provided and personalized treatment. Additionally, a disconnection was identified between user expectations and the operational capabilities of educational districts. The conclusions highlight the need to implement continuous improvement strategies focused on staff training, standardization of management processes, strengthening citizen feedback mechanisms and the use of technologies to optimize services. This study provides a critical and novel vision of the quality of service in a key sector for the social development of the country.