Organizational climate and its incidence on service quality in a south Colombian public entity

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. Given 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 %.