IDENTITY AND ITS CORRELATION WITH THE QUALITY OF SERVICE IN A MUNICIPAL DEPARTMENT (LA IDENTIDAD Y SU CORRELACION CON LA CALIDAD EN EL SERVICIO EN UNA DIRECCION MUNICIPAL)

Jesus Guillermo Sotelo Asef and Manuela Vargas Hernandez

Revista Internacional Administracion & Finanzas, 2017, vol. 10, issue 6, 29-40

Abstract: Identity is the degree of identification that workers have with the organization. It is a way of common belonging, in which the organization is perceived as a self-referential collective. The collective is based in themselves, which is based on their values. Therefore, the more individuals identity with the organization, the better the performance of co-workers. This research is none-experimental, transversal, quantitative, and correlational. Data were obtained by the application of a survey of 49 workers in the country’s administrative judgment. The correlational study was conducted based on Pearson’s correlation coefficient. Results show the workers perceive, in a positive way, the quality and identity in the service. There exists a high level of positive correlation among the quality dimensions. Results regarding identity reveal that the Pearson’s correlations are positive. They share elements which indicate a high level of reliability

Keywords: Identity; Service Quality and Quality Dimensions (search for similar items in EconPapers)
JEL-codes: M14 (search for similar items in EconPapers)
Date: 2017
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