Organizational Climate and Its Incidence on Service Quality in a South Colombian Public Entity

Authors

  • Juan Manuel Andrade Navia Universidad Surcolombiana
  • Francisco Luis Castro Universidad Surcolombiana
  • Ivonne Yamile Martinez Universidad Surcolombiana

Abstract

The objective of this study was to measure the organizational climate of a government entity and its relationship with service quality. The research was quantitative and correlational in nature, using the census as a sampling type and applying the instrument to a population sample of 221 employees. For the organizational climate variable, the model proposed by Álvarez (1995) was used, which has 24 dimensions, while for the service quality variable, the proposal by the Latin American Center for Development Administration - CLAD (2008) was used, which has 6 dimensions. In view of the results, it stands out that a significant and positive relationship was found between the variables analyzed. Likewise, the reliability levels of the instruments were acceptable. The organizational climate variable addressed was perceived as positive by 68.81% of those surveyed, while the service quality variable obtained a favorability of 77.88%.

Author Biographies

Juan Manuel Andrade Navia, Universidad Surcolombiana

Doctor en Agroindustria y Desarrollo Agrícola Sostenible. Magíster en Gerencia del Talento Humano. Administrador de Empresas. Docente de planta de la Facultad de Economía y Administración de la Universidad Surcolombiana. ORCID: https://orcid.org/0000-0001-9644-0040 Correo electrónico: Juanmanuel.andrade@usco.edu.co

Francisco Luis Castro, Universidad Surcolombiana

Magíster en Administración de Empresas. Administrador de Empresas. Docente catedrático de la de la Facultad de Economía y Administración de la Universidad Surcolombiana. ORCID: https://orcid.org/0009-0004-0117-6187 Correo electrónico: Francisco.castro@usco.edu.co

Ivonne Yamile Martinez, Universidad Surcolombiana

Magister en Administración de Empresas. Administradora de Empresas. Docente catedrática de la Facultad de Economía y Administración de la Universidad Surcolombiana. ORCID: https://orcid.org/0009-0000-8592-2781 Correo electrónico: ivonne.martinez@usco.edu.co

Published

2024-10-29

How to Cite

Andrade Navia, J. M., Castro, F. L., & Martinez, I. Y. (2024). Organizational Climate and Its Incidence on Service Quality in a South Colombian Public Entity. Revista científica Pensamiento Y Gestión, (57). Retrieved from https://rcientificas.uninorte.edu.co/index.php/pensamiento/article/view/16370

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