Manual de ética profesional de las secretarias y su influencia en la atención al cliente, para el Gobierno Autónomo Descentralizado Municipal de Huamboya, provincia de Morona Santiago, en periodo 2016-2017.

Abstract

The Autonomous and Decentralized Municipal Government of Huamboya, (GAD) Province of Morona Santiago in 2016-2017 lacks of an adequate attention to the public causing conflicts and complains from the citizens, therefore, the objective of this research was to create a manual of professional ethics of the secretaries and determine its influence on the attention of users of the GAD of Huamboya, Province of Morona Santiago during 2016-2017 by developing strategies that help to improve ethics, related to the legal framework to strengthen the labor field of public officials. In the research a qualitative and quantitative methodology was used, with descriptive, analytical method, using bibliographic techniques, statistics, for which surveys were applied to users and interviews to the secretaries of the institution. Through the methodology used, it is determined that the secretaries do not have an ethical, technical and practical professional profile in all the responsibilities and actions entrusted and carried out, in the field of attention to the user for the proper functioning of the activities carried out by the municipality's personnel, promoting inequity. In this context it is concluded that the ethics manual will help the secretaries to improve their work by putting into practice the values acquired, ensuring that their self-esteem is satisfied for it should be raised analysis of behavior and customer service provided.by the secretaries so the results can be evaluated in order to improve the decisions made in each of these job positions.