Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 1 de 12
DOI: https://doi.org/10.5281/zenodo.13323942
He Climate organizational and satisfaction of the user to receive attention in a
municipality
Gladys Espinoza Vasquez 1
https://orcid.org/0000-0002-1333-5614
Rossana Enith Juarez- Gutierrez 2
https://orcid.org/0000-0002-0860-1068
1 University National of the Callao, Peru
2 Institute National of Statistics and Computer science, Peru
*Author for the correspondence: gladfer21@gmail.com , educaron@gmail.com
Received: 10 of October of the 2022, Approved: 19 of November of 2022, Published: 27 of December of 2022
Summary
In all institutions, the organizational climate is decisive and determinant in influencing the level
of management, work performance, human interrelations, the quality of services provided, the
well-being and comfort of workers and the population in general. The appropriate organizational
climate allows for the development and improvement of municipal management, which by inertia
is assumed to be necessary and viable so that it can have an impact on all areas, management,
sub-management and dependencies.
He aim is describe he climate organizational and the satisfaction of the user, according to the
citizens of a municipality in Peru. The approach was quantitative since it is a method of data
collection of information in a predominantly scientific research context, which will be measured
numerically, with a descriptive scope. The research design was non-experimental and cross-
sectional because the data of the study variables were not manipulated.
The results were tabulated in frequencies and percentages. The results are presented using
statistics. descriptive; Carrying out comparisons of the frequencies and percentages of the
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 2 de 12
climate
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 3 de 12
organizational and satisfaction of the user, according to 127 citizens older of 33 years surveyed. It
was concluded that the organizational climate and user satisfaction, as mentioned by citizens, is
at an average level 58% and 52% respectively in a municipality of Peru.
Words clue: Climate organizational, satisfaction, user, municipality
The organizational climate and user satisfaction in to municipality.
Abstract
In every institution, the organizational climate is determining and decisive in influencing the
level of management, work performance, human interrelationships, the quality of the services
provided, the well-being and comfort of workers and the population in general. The appropriate
organizational climate allows the development and improvement of municipal management,
which by inertia is assumed necessary and viable so that it can impact all areas, managements,
sub-managements and organizations.
The objective is to describe the organizational climate and user satisfaction, according to the
citizens of a municipality in Peru. The approach was quantitative since it is a method of
collecting information in a predominantly scientific research context which will be measured
numerically, with a descriptive scope. The research design was non-experimental and cross-
sectional because the data of the study variables were not manipulated.
The results were tabulated in frequencies and percentages. The results are presented using
descriptive statistics; making comparisons of the frequencies and percentages of the
organizational climate and user satisfaction, according to 127 citizens over 33 years of age
surveyed. It is concluded that the organizational climate and user satisfaction, according to
citizens, are at a regular level, 58% and 52% respectively in a municipality in Peru.
Keywords: Organizational climate, satisfaction, user, municipality.
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 4 de 12
EITHER climate organizational and to satisfaction two users of um municipality.
Summary
In each institution, the organizational climate is determining and decisive to influence the level of
management, the work performance, the human inter-relationships, the quality of the services
provided, the well-being and comfort of workers and the general population. The adequate
organizational climate allows the development and aprimoramento of municipal management,
which by inertia is assumed necessary and viable so that it can impact all areas, gestões,
subgestões and organizations.
EITHER aim and describe either climate organizational and to satisfaction two users, second you
cities from a municipality of Peru. The approach was quantitative because it is a method of
collecting information in a predominantly scientific research context that will be measured
numerically, as scope descriptive. EITHER drawing gives research was not experimental and
transversal because the data vary in the study and are not manipulated.
The results are tabulated as frequencies and percentages. The results are presented by means of
descriptive statistics; making comparisons of frequencies and percentages of organizational
climate and satisfaction of users, secondly 127 cities over 33 years of age surveyed. It is
concluded that the organizational climate is satisfied by users, second by citizens, is at a regular
level, 58% and 52% respectively in a municipality of Peru.
Keywords: Climate organizational, satisfaction, user, municipality.
I.
Introduction
The organizational climate and user satisfaction are linked; they influence the work performance
of employees and work performance influences the leadership and participation of employees in
institutional management; in such a way that being influenced by an adequate organizational
climate allows the development of skills and qualities at the service of society.
Managers and directors of public institutions must have the mandate and condition of promoting
a favorable organizational climate among workers in public institutions, even if the incentives for
excellence and recognition regulated by superiority assign low scores, that is, to expect that the
same workers are satisfied with their work so that they can transmit this satisfaction to users,
regardless of whether workers have to receive recognition from superiors.
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 5 de 12
It is necessary to note that it is necessary to raise awareness among those in charge, in
management or executive positions, so that other workers also work responsibly. Ferrari et al.
(2019) in the article aimed at analyzing the perception that users have related to organizational
development and the support received from companies, mentions that participants have a low
perception of the organizational climate and that they lack knowledge about the way in which a
certain institution extends support.
Municipalities are public institutions in which both the organizational climate and employee
satisfaction user are perceived and the activities that happen inside of sayings institutions impact
on citizens, then it is imperative that the activities developed involve solutions of everyday
problems for citizens and at the same time wait for it corresponds to their needs. The policy for
the management of organizations advanced, but did not yield the expected results. Municipalities
have political objectives and apparent conflicts of interest with central and local governments and
neighboring countries (Hernández, 2019).
One of the dimensions that some researchers have perceived with a low average was the
recognition of the contribution of the motivation dimension (Araya and Medina, 2019) due in
some way to the fact that some of the motivations that could have been: internal or external have
not been prioritized.
Bernstein & Inostroza (2019), They emphasize what is relevant that exists a elderly organization
of municipalities, with the aim of having appropriate methods that are politically feasible. The
organizational climate is the set of perceptions and attitudes that employees have about their
organization. It is influenced by a series of factors, such as organizational culture, leadership
style, policies and procedures, and interpersonal relationships.
A good organizational climate is important for employee satisfaction and organizational
performance. Employees who are satisfied with their jobs are more likely to be productive,
innovative, and committed to their organization.
Organizational climate
The organizational climate generates organizational development. The Municipal Government
Development Office is to post of a person trustworthy with the role of manager, who is
responsible to plan, arrange, organize, direct, monitor and evaluate the major and minor special
projects of his office and deputy director, management and staff under his command, under
responsibility.
Hurtado (2018) stated that the municipal government, as a public system, “is a way for public
organization obtains good results for people, being a systematic, flexible and integrated way of
obtaining results that can satisfy the needs and expectations of the population."
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 6 de 12
Approach in satisfaction from the user
The needs (future needs and current needs) of citizens are defined, based on this desire to bring
services closer to citizens (Barría, 2018). It is important that with the continuous development of
technology we reach the point where many systems that were previously carried out from the
system of the organized organization can now be carried out anywhere in the world and can be
found on the Internet at any device output.
User satisfaction is the extent to which users are satisfied with the services services they receive
from an organization. It is influenced by a number of factors, such as the quality of services, the
accessibility of services, and customer service.
Good customer satisfaction is important for an organization's reputation and its ability to attract
and retain customers. Customers who are satisfied with the services they receive are more likely
to recommend the organization to others.
Relations between the climate organizational and the satisfaction of the users
There is a positive relationship between organizational climate and user satisfaction. A good
organizational climate can lead to greater user satisfaction, as employees who are satisfied with
their work are more likely to provide quality service to users.
By example, a study done by the University of Lime found that the municipalities with a good
organizational climate had higher levels of user satisfaction. The municipalities with a good
climate organizational They had employees further motivated and committed, allowing them to
provide better service to users.
That is, organizational climate and user satisfaction are two important factors for the success of a
municipality. A good organizational climate can lead to greater user satisfaction, which can
benefit the municipality in several ways.
The importance of satisfaction is the level of fulfillment based on the expectations that the
external user has after acquiring a product or service. For which the level of fulfillment is find
comparing he service either product received in how much to the expectations before of receive it
(Marrone & Claudio, 2019).
The diffusion of a managerial paradigm in public administration paved the way for reforms in a
wide range of countries at the end of the last century. Governments of different political
orientations promoted a drive towards the construction of new public management frameworks in
which the redesign of the role of the State and the introduction of performance-oriented models
became central.
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 7 de 12
The idea of new performance-oriented organizational models was the archetype of management
reforms. Changing the internal incentives behind the "controls and forms of delegation" on which
traditional bureaucratic models rested was the basis for moving away from the traditional models.
in the construction of new roles to the State and their organizations (Arnold & Silva, 2019). The
success of management reforms depended largely on the government's ability to institutionalize
new institutional forms and arrangements that could produce new patterns of governance. and
more efficient for the relationship between the State, markets and civil society in the management
of public policies (Jibba & Düvel, 2019).
Local government is a subdivision of public administration and functions as a link between the
central State and citizens (Cruz and Marques, 2019). In order to keep up with the convergence
criteria and the stability rules of the euro, all Member States face significant financial constraints
that also imply increasing budgetary restrictions for local government bodies. However, this is
only part of the problem. In fact, the responsibilities of local and regional governments are
continuously increasing, going far beyond their traditional sphere of competence.
In addition, in other countries Portuguese local governments are traditionally not familiar with
areas such as health and education, but with the decentralization trends observed and the transfer
of responsibilities and functions performed by Central administration is mainly the responsibility
of municipalities to provide a large number of public services. These decentralization processes
can be observed quite widely around the world, which represents new challenges for this field of
research (Devas and Delay, 2018).
In the search of the better manner of toast local public services, the managers and municipal
managers must design governance models that can efficiently combine the needs of the
population and available resources. In this area, the New Public Management (NPM) paradigm,
which comprises a portfolio of prescriptions that involve the reordering of traditional
administrative structures, has been influencing several governments around the world (Hood,
1991).
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 8 de 12
II.
Methodology
He approach was quantitative already that is a method of harvest of information in a context
predominantly scientific research which will be measured numerically (García, 2019). With
descriptive scope.
The research design was non-experimental and cross-sectional because the data of the study
variables were not manipulated. The sampling was non-probabilistic, a sample of 127 citizens
over 33 years of age from a municipality in Peru.
In the instrument on the modernization of municipal management, 10 items have been developed
and on citizen satisfaction, 10 items have been developed; in both instruments, 5 scales of
measurement: Never (1), Almost never (2), TO times (3), Almost always (4),
always (5).
The instruments were developed by Carpio (2020), and were validated by 3 expert specialists,
who approved the wording and content of both questionnaires, with a validity of 92%. The
questionnaires were formulated based on each variable: organizational climate, and user
satisfaction. For the organizational climate, it was formulated in terms of the organization of
services and for satisfaction in terms of the responsiveness perceived by the citizen when
requesting a given service:
Organization of services: Control of works, Supervision of municipal services, Municipal service
concessionaires
Capacity of Answer: The services notify users time of Completion of service, Provide prompt
service, Respond to user concerns, Assist users
III.
Results
The information was collected and processed in Excel and the results were tabulated in
frequencies and percentages. The results are presented using descriptive statistics; making
comparisons of the frequencies and percentages of the organizational climate and user
satisfaction, according to 127 citizens over 33 years of age surveyed.
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 9 de 12
Table 1:
Level of organizational climate in a municipality
Frequency
Percentage
Climate organizational
Low
25
20
Regular
75
58
High
27
22
Total
127
100.0
Interpretation of Table 1. The majority of citizens (58%) perceive a Regular level of
organizational climate in the municipality
Table 2:
Level of satisfaction of the citizen in a municipality
Frequency
Percentage
Satisfaction citizen
Low
26
20
Regular
65
52
High
36
28
Total
127
100.0
Interpretation of Table 2. The majority of citizens (52%) perceive a Regular level of
organizational climate in the municipality
IV.
Discussion
He degree of the knowledge of the citizens in relationship to the activities and the services that,
This is a consequence of the results that have been achieved with greater reliability and
foundation. For example, it has been shown in a study of Chachapoyas that a generalized low
knowledge was found regarding the tasks and activities provided by the state entity of said city,
said findings do not differ from the study that was carried out by Guaigua. (2019 ) who found
high levels of ignorance regarding age, gender and residence regarding the tasks and activities
offered by the municipal entity.
With regard to the first aim shown in the Board 1, demonstrates that the most of the people
indicate that the organizational climate is regular; this represents 58% of the total; in addition,
(22%) indicate that municipal management is high and (20%) that it is low.
For this reason, Fabián (2020) confirmed in his study that when we think about the processes we
want them to be improved each time, because the quality of care towards the residents is almost
always must build aspects important in the management of the municipalities,
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 10 de 12
encouraging administrators and officials to develop better knowledge processes and thus respond
to citizens based on good service, satisfying the needs of all in a transparent and structured
manner.
Regarding the second specific objective, Table 3 shows that most people indicate that satisfaction
in a municipality of Lambayeque is regular; this represented by 51.7% of the total; in addition,
(28.1%) indicate a high level of satisfaction and (20.2%) indicate a low level of citizen
satisfaction. On the other hand, according to Gonzales (2019), the effectiveness and efficiency of
the service in terms of quantity and quality, which is mainly related to the performance of its
public functions and the character of the municipal community and its leadership.
Chiang & San Martín (2019) state that at work, satisfaction leads to a list of positive and negative
thoughts and feelings by collaborators. Job satisfaction changes, as feelings increase and decrease
based on satisfaction as the results motives are covered, so the intensities at the beginning are
completed by the behaviors that are developed. As a result of the modifications made to the
economic model on its update, this contributes to a municipal, comprehensive, systematic,
flexible and participatory management, carried out from the procedure of the organization of the
country's economic-social development strategy, where the local level is increasingly
empowered.
V.
Conclusion
The organizational climate and user satisfaction, according to citizens, are at a regular level 58%
and 52% respectively in a municipality of Peru.
VI.
Recommendations
For improve he climate organizational and the satisfaction of users in the municipalities:
Municipalities should conduct periodic surveys of employees and users to gather information
about their perceptions and attitudes.
Municipalities should use the information collected to identify areas for improvement and
develop strategies to address them.
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 11 de 12
Municipalities should promote the participation of employees and users in decision-making.
The municipalities must provide opportunities of development professional and training to
employees.
By implementing these recommendations, municipalities can create a more satisfying work
environment for employees and users, which can lead to increased performance and efficiency.
References
Araya Salgado, M. and Medina Giacomozzi, TO. (2019). Job satisfaction
and organizational climate in primary health care
workers in a commune in Chile. Risaralda Medical Journal ,
25(2), [approx. 13 p].
http://www.scielo.org.co/scielo.php?script=sci_arttext&pid=S0122-
06672019000200157
Arnold, AND., & Silva, N. (2019). Perceptions of organizational communication processes in
quality management. Journal of Psychology (Lima), 29(1), 153-174.
Barria Traverso, D. (2018). Bureaucratic Features of the Administrative Reforms in Chili in
the 1880s. Historia Crítica, 56, 61-84. https://doi.org/10.7440/histcrit56.2015.03
Bernstein, F., & Inostroza, J. (2019a). Modernization municipal and a system of assessment of
its management. Proposal for a " CSP "
architecture. https://www.sistemaspublicos.cl/publicacion/modernizacion-municipal-y-
un-sistema-de-evaluacion-de-su-gestion-propuesta-de-una-arquitectura-bernstein-e-
inostroza/
Bernstein, F., & Inostroza, J. (2019b). Modernization municipal and a system of evaluation
of its management.B. https: / /www.sistemaspublicos.cl/wp-
content/uploads/files_mf/1273071183Paper-Arquitectura-Municipal.pdf
Calderon Vargas, TO. AND., Braga Sandoval, R. B., Spider Cardenas, S. M., Calderon
Vargas, AE, Braga Sandoval, RB, & Arana Cárdenas, SM (2022). Internal control and
the modernization of the State in a Peruvian regional government and educational
institution.
EduSol, 22(80), 128- 139.
Cross, C. F. (2020). Transparency of the municipal public management: TO study from the
homepages of the large Brazilian municipalities.
Fabian Rivers, P. (2020). Metadata: Management municipal and quality of attention to the
citizen in Los Olivos District Municipality , 2020 .
https://alicia.concytec.gob.pe/vufind/Record/UCVV_9474a07c38a0d56bf2121181a33
6c6ba/Details
Ferrari Cardoso, H., Basile Forlini, J. and Prescilla Dias, J. (2019). Organizational climate
and support: evaluation and relationship between ace thematic. Rev. CES Psycho,
12(2), 65-82. http://www.scielo.org.co/pdf/cesp/v12n2/2011-3080-cesp-12-02-65.pdf
Gonzales Rail, J. C. (2019). Services municipal and citizen satisfaction in he district of
Vol.2 Núm.1(2022), GESTIONES -
Revista Avanzada © Investigación de Estudios Avanzados ISSN: 3028-9408
https://gestiones.pe/index.php/revista
El
Clima
organizacional
y
satisfacción
del
usuario
al
recibir
atención
en
una
municipalidad
(The
organizational
climate
and
user
satisfaction
in
a
municipality)
===================================================================
Página 12 de 12
Conception, Junin – Peru. University National of the Center of the Peru.
http://repositorio.uncp.edu.pe/handle/20.500.12894/5842
Gutiérrez Ponce, H., Chamizo González, J., Cano Montero, EI, Gutiérrez Ponce, H., Chamizo
González, J., & Cano Montero, EI (2018). Budget stability, financing and social
responsibility in Spanish municipalities. Accountancy and Administration, 63(3), 0-
0. https://doi.org/10.22201/fca.24488410e.2018.1419
Head, B. W., & Alford, J. (2019). Wicked Problems: Implications for Public Policy and
Management. Administration & Society, 47(6), 711-739.
https://doi.org/10.1177/0095399713481601
Hernandez, G. R. (2019). Policies Public AND Management Municipal. Three Considerations
For Urban Municipalities. Ra Ximhai, 9(2), 99-112.
Hurtado Villanueva, TO. (2019). The Management and Planning Municipal in he Peru.
National University of Jaén. http://localhost/jspui/handle/UNJ/385
Jibba, K.B., & Düvel, G.H. (2019). The influence of decentralization on effectiveness of
extension organization in Oromia state, Ethiopia. South African Journal of Agricultural
Extension, 37(1), 97-115.
Lopez Lopez, TO. D. (2020). Municipal Management and Quality of Public Service in Tingo
Maria.
Lopez-Alves, F. (2019). Modernization Theory Revisited: Latin America, Europe, and the US
in the Nineteenth and Early Twenty-eighth Century. Yearbook Colombian of History
Social and Culture, 38(1), 243-279.
Marrone, D., & Claudio, S. (2019). Satisfaction of Basic Needs and its Repercussion in the
Course of Development Satisfaction of BASIC Needs and its Repercussion in the
Course of Development.
https://www.scielo.br/j/pusf/a/6yNmLk6hb3XjRFtJRsT7dBN/?lang=en
Financing of the investigation: With resources own.
Statement of interests: Declares No have none conflict of interests, that can have influenced the
results obtained or the interpretations proposed.
Statement of consent informed
He study HE I do´ respecting he Code of ethics and good practices editorials of publication.
Usability
This text this protected by the License Creative Commons Attribution 4.0 International.
You is free for share, copy and redistribute he material in any half either format and
fit he document, remix, transform and create to leave of the material for any purpose, even
commercially, always that fulfill the condition of attribution: You has to recognize the credit of a
construction site of manner adequate, provide a link to the license, and indicate Yeah have been
done changes. You may do so in any reasonable manner, but not in such a way that
suggest that has he support of the licensor either it receives by he use that does .
