Revistas de investigación UNMSM

Management Modeling Including Process Quality and Technology for Service Improvement by Applying Structural Equations

Authors

  • Rosario Gonzales Lovón RENIEC. Lima, Peru https://orcid.org/0000-0003-0194-8031
  • Juan Cevallos Ampuero Universidad Nacional Mayor de San Marcos. Lima, Peru

DOI:

https://doi.org/10.15381/idata.v25i1.20769

Keywords:

process quality, technology, service improvement, structural equations

Abstract

This study proposes a model to improve identity registration service and correlates this service to the process quality and technology by means of structural equations using SPSS and AMOS. To reinforce the analysis of the information obtained from documents and records of the processes of identity registration, a 21 question survey was given to citizens coming to 1 of 16 regional headquarters, from which it was possible to demonstrate through structural equations, the existence of a strong relationship between the three variables: process quality, technology and service improvement.

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Author Biographies

  • Rosario Gonzales Lovón, RENIEC. Lima, Peru

    Industrial Engineering and Master’s in Management. Currently working as consultant for RENIEC’s General Management (Lima, Peru).

  • Juan Cevallos Ampuero, Universidad Nacional Mayor de San Marcos. Lima, Peru

    PhD in Engineering. Currently working as professor at the Industrial Engineering School at Universidad Mayor de San Marcos. (Lima, Peru).

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Published

2022-07-31 — Updated on 2022-08-22

Issue

Vol. 25 No. 1 (2022)

Section

Producción y Gestión

License

Copyright (c) 2022 Rosario Gonzales Lovón, Juan Cevallos Ampuero

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

AUTHORS RETAIN THEIR RIGHTS:

a. Authors retain their trade mark rights and patent, and also on any process or procedure described in the article.

b. Authors retain their right to share, copy, distribute, perform and publicly communicate their article (eg, to place their article in an institutional repository or publish it in a book), with an acknowledgment of its initial publication in the INDUSTRIAL DATA.

c. Authors retain theirs right to make a subsequent publication of their work, to use the article or any part thereof (eg a compilation of his papers, lecture notes, thesis, or a book), always indicating the source of publication (the originator of the work, journal, volume, number and date).

How to Cite

Management Modeling Including Process Quality and Technology for Service Improvement by Applying Structural Equations. (2022). Industrial Data, 25(1), 157-179. https://doi.org/10.15381/idata.v25i1.20769