Process Management and Service Quality in the Human Talent Directorate. Guaranda Canton (Original)

Abstract

This study analyzes the influence of process management on the quality of service provided by the Human Talent Directorate of the Decentralized Autonomous Government of Guaranda Canton. Using a quantitative, correlational, and descriptive approach, a structured questionnaire was administered to a sample of 124 internal users to measure their perceptions of both constructs. The results obtained through descriptive statistics indicated that process management was rated moderately positively (mean = 3.70; standard deviation = 1.00), while service quality received a slightly higher rating (mean = 3.81; standard deviation = 0.90). The Pearson correlation between both variables was very strong and significant (r = 0.90, p < 0.01), confirming the hypothesis that adequate process management positively influences service quality. The highest-rated items highlighted staff training, friendliness, and clarity of service, while areas such as accessibility and ongoing communication showed opportunities for improvement. The findings support contemporary theories on process management as a driver for optimizing efficiency and satisfaction in public entities, in addition to validating new public management models focused on results and users. This study provides relevant empirical evidence to strengthen strategies in local public administration, promoting more efficient, transparent, and staff-focused institutions. It is recommended to encourage continuous improvement in administrative processes and strengthen feedback mechanisms to optimize internal service quality.