Perceived quality of user service in the civil registry - case Portoviejo (Original)

Abstract

The study "Perceived Quality in User Service at the Civil Registry – Portoviejo Case" analyzes users' perception of ID and passport services at the Portoviejo agency. The main objective is to evaluate various dimensions of service quality using the SERVQUAL model, which includes tangibility, reliability, responsiveness, security, empathy, and overall satisfaction. A mixed-methods approach was adopted, combining quantitative and qualitative techniques, collecting data through surveys. The study's results reveal that, although users positively perceive aspects such as security and empathy in service, overall satisfaction is low, particularly regarding service speed and record accuracy. These deficiencies highlight critical areas for improvement that are not always detected in broader studies. Therefore, it is concluded that the research emphasizes the importance of addressing these critical areas to enhance user perception and satisfaction, which would lead to greater efficiency and quality of service provided by the Civil Registry.