DEVELOPMENT OF AN INSTRUMENT TO MEASURE ORGANIZATIONAL CLIMATE, IN TERMS OF THE QUALITY OF SERVICE IN THE GOVERNMENT SECTOR MEDICION DEL CLIMA ORGANIZACIONAL GUBERNAMENTAL UTILIZANDO CALIDAD EN EL SERVICIO COMO PARAMETRO

Jesus Guillermo Sotelo Asef, Delia Arrieta Diaz and Ernesto Geovani Figueroa Gonzalez

Revista Global de Negocios, 2015, vol. 3, issue 4, 27-38

Abstract: The main objective of this study is to analyze the organizational climate in government institutions, and its relationship to service quality according to the Latin American letter of quality in public administration. The aim is to study the Government Secretaries of the State of Durango located in Durango City. The variables, based on different theories of organizational climate and the Ibero-American letter quality in public administration were operated. Fourteen dimensions emerged: structure, communication, training and development, teamwork, physical and cultural environment, identity, leadership, strategic direction and improvement cycle, adoption of a model of excellence, process management , improved regulations , e-government , knowledge management and contribution of staff. A validation process through a panel of experts was conducted. Proposed dimensions are confirmed based on a literature review. The instrument is Likert scale type with 62 items.

Keywords: Organizational Climate; Service Quality; Government Sector; Measuring Instrument (search for similar items in EconPapers)
JEL-codes: H7 J50 (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:ibf:rgnego:v:3:y:2015:i:4:p:27-38

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