Impacto del clima organizacional en la prestación de servicios de bienestar universitario en una Institución de Educación Superior en la Ciudad de Barranquilla
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Fecha
2024
Autores
Echeverria Mendoza, Valerie
Ferrer Laborde, Jeison Jesús
Maestre Arévalo, Ader David
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
En esta investigación se determinó el impacto del clima organizacional en la prestación del servicio ofrecido a los grupos institucionales adscritos a la dependencia de Bienestar Universitario en una Institución de Educación Superior de la ciudad de Barranquilla. Una de las características clave para forjar un excelente clima organizacional en las instituciones de Educación Superior (IES) es la implementación de procedimientos claros, con jerarquías establecidas, mobiliario adecuado, dependencias bien definidas y la estandarización de procesos, lo cual constituye la base sólida para la efectividad en la prestación de servicios. El clima organizacional es, por lo tanto, un factor determinante para la calidad en el servicio. El presente trabajo se encuentra enmarcado dentro del método analítico descriptivo con un enfoque mixto. Según Monje (2011) la metodología cuantitativa se basa en la recolección y el análisis de datos numéricos para establecer patrones, probar teorías y generalizar los resultados a partir de muestras representativas. El análisis de los datos recolectados a través del cuestionario denominado “Clima Organizacional en la Prestación del Servicio del Bienestar Universitario” (se anexa) requirió tratamiento metodológico riguroso para garantizar la validez y confiabilidad de los resultados obtenidos. Este instrumento fue llevado a un formulario de Outlook Forms® y estructurado con base en una escala Likert de cinco puntos, permitiendo medir la intensidad de las percepciones de los participantes sobre diversos aspectos relacionados con las categorías, subcategorías y unidades de análisis del estudio; la escala abarcó opciones desde "Nunca" (valor 1) hasta "Siempre" (valor 5), proporcionando un marco uniforme para interpretar las respuestas. Cada ítem se codificó y se identificaron las unidades de análisis definidas, se utilizaron conjuntamente Excel® y el software Jamovi en el tratamiento de los datos. En el análisis de los resultados obtenidos a través de la encuesta aplicada a los colaboradores de la dependencia de Bienestar Universitario, se observa un panorama que refleja tanto fortalezas como áreas de oportunidad en dos grandes categorías: el clima organizacional y la prestación de servicios.
This study investigates the impact of organizational climate on the quality of services provided by the University Welfare Department of a Higher Education Institution in Barranquilla. It emphasizes that a positive working environment is critical for enhancing staff performance and student satisfaction, who are the primary beneficiaries of these services. The research aimed to identify key factors linking organizational climate to perceived service quality, focusing on internal communication, compensation systems, working conditions, and professional development opportunities. A mixed-methods approach was employed, combining quantitative data from Likert-scale surveys administered to 50 staff members and beneficiaries with qualitative insights from interviews to delve deeper into observed dynamics, through focus groups and satisfaction surveys with services. Findings revealed a strong correlation between a positive organizational climate and improved service quality perception. Staff members emphasized that clear, two-way communication, equitable compensation systems, and adequate resources foster greater commitment and efficiency. Beneficiaries noted that professional interactions and sufficient infrastructure directly influence their satisfaction. However, critical areas of improvement were identified, including unclear internal policies, insufficient technological and physical resources, and perceived inequities in professional recognition. The study concludes that a holistic approach prioritizing the strengthening of organizational climate can lead to more effective services aligned with student expectations. Recommendations include implementing continuous training, periodic evaluation of the organizational climate, improving working conditions, and establishing more transparent recognition mechanisms. These measures would not only enhance staff motivation but also contribute to the overall well-being of the university community.
This study investigates the impact of organizational climate on the quality of services provided by the University Welfare Department of a Higher Education Institution in Barranquilla. It emphasizes that a positive working environment is critical for enhancing staff performance and student satisfaction, who are the primary beneficiaries of these services. The research aimed to identify key factors linking organizational climate to perceived service quality, focusing on internal communication, compensation systems, working conditions, and professional development opportunities. A mixed-methods approach was employed, combining quantitative data from Likert-scale surveys administered to 50 staff members and beneficiaries with qualitative insights from interviews to delve deeper into observed dynamics, through focus groups and satisfaction surveys with services. Findings revealed a strong correlation between a positive organizational climate and improved service quality perception. Staff members emphasized that clear, two-way communication, equitable compensation systems, and adequate resources foster greater commitment and efficiency. Beneficiaries noted that professional interactions and sufficient infrastructure directly influence their satisfaction. However, critical areas of improvement were identified, including unclear internal policies, insufficient technological and physical resources, and perceived inequities in professional recognition. The study concludes that a holistic approach prioritizing the strengthening of organizational climate can lead to more effective services aligned with student expectations. Recommendations include implementing continuous training, periodic evaluation of the organizational climate, improving working conditions, and establishing more transparent recognition mechanisms. These measures would not only enhance staff motivation but also contribute to the overall well-being of the university community.
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Palabras clave
Bienestar universitario, Clima organizacional, Educación superior, Motivación, Prestación de servicios, Satisfacción laboral