Abstract

MONTILLA, Gleidys Corina García  and  VILLALOBOS, Luis Nicolás Montiel. Análisis de la calidad de servicio del gobierno electrónico para la documentación e identificación. RCUISRAEL [online]. 2017, vol.4, n.3, pp.21-36.  Epub Dec 07, 2017. ISSN 2631-2786.  https://doi.org/10.35290/rcui.v4n3.2017.81.

The quality of service is a recurring element in the user-focused services, it is a tool and also a speci- fic purpose framed in this work in e-government for documentation and identification, which seeks to analyze the purpose of recognize aspects expressing the common citizen service receiver, to create an interaction with management SAIME as office responsible for the National State to fulfill this right to society, to develop and promote greater adaptability, initiative and organizational development, hand in hand with technological evolution, which involves the incorporation of Internet infrastructure and to create more accessible, more effective and cheaper. Thus, the objective of this article is to analyze the quality of e-government services for documentation and identification, only seen from the office of the municipality Santa Rita, Zulia state, providing added value to the user’s situation between their expectations and the service received, but also the expectations of optimum service and the per- ceived. From a methodological point of view, a descriptive research field, to an inductive generaliza- tion, based on the theoretical foundations of Cardona (2009), Rodriguez (2012), weapons and arms (2011), among others it performed. It is concluded that the quality of service of e-government, seen in its five dimensions: tangibles, reliability, responsiveness, security, finally, empathy; They are at a fairly satisfactory level; however, if you compare those values with superior service satisfaction levels are negative, so that waiting for a regular service that meets the objectives Unsecured a pleasant expe- rience or full efficiency is assumed.

Keywords : quality of service; electronic government; documentation; SAIME; servqual.

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