Sistema Web Responsive para la atención de consultas de procedimientos administrativos en la Municipalidad Provincial de Cañete, 2024
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Date
2025-08-25
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Universidad Nacional de Cañete
Abstract
La presente tesis tuvo como objetivo determinar la influencia del sistema web responsive en la atención de consultas de procedimientos administrativos en la Municipalidad Provincial de Cañete, buscando mejorar el acceso ágil y eficiente a información sobre trámites y solicitudes. Se empleó un enfoque cuantitativo, investigación aplicada de nivel explicativo, con el método Hipotético-Deductivo y la metodología SCRUM para desarrollar el sistema. La muestra consistió en 36 registros seleccionados mediante muestreo probabilístico, utilizando encuestas y fichaje para la recolección de datos, procesados con IBM SPSS Statistics v.24. Los resultados mostraron mejoras significativas en dos indicadores principales. En la calidad del servicio (Índice de Satisfacción del Ciudadano), la media incrementó de 13.244 en el PreTest a 38.739 en el PostTest, lo que representa un aumento de 25.495 puntos porcentuales (incremento relativo del 133.5%). Respecto al segundo indicador, el Tiempo Promedio de Respuesta (TPR), los valores disminuyeron de 441.6667 segundos en el PreTest a 147.78 segundos en el PostTest, logrando una reducción significativa del 66.54%. En conclusión, el sistema web responsive demostró tener un impacto positivo en la atención de consultas, optimizando tanto la percepción de calidad del servicio como los tiempos de respuesta en la Municipalidad Provincial de Cañete en 2024.
The present research This thesis was to determine the influence of the responsive web system on the management of administrative procedure inquiries in the Provincial Municipality of Cañete, aiming to improve swift and efficient access to information on procedures and requests. A quantitative approach was employed, with applied research at an explanatory level, using the Hypothetical-Deductive method and the SCRUM methodology for system development. The sample consisted of 36 records selected through probabilistic sampling, using surveys and data sheets for data collection, which were processed with IBM SPSS Statistics v.24. The results showed significant improvements in two main indicators Regarding service quality (Citizen Satisfaction Index), the mean increased from 13.244 in the PreTest to 38.739 in the PostTest, representing an increase of 25.495 percentage points (a relative increase of 133.5%). For the second indicator, the Average Response Time (TPR), values decreased from 441.6667 seconds in the PreTest to 147.78 seconds in the PostTest, achieving a significant reduction of 66.54%. In conclusion, the responsive web system proved to have a positive impact on query management, optimizing both the perception of service quality and response times in the Provincial Municipality of Cañete in 2024.
The present research This thesis was to determine the influence of the responsive web system on the management of administrative procedure inquiries in the Provincial Municipality of Cañete, aiming to improve swift and efficient access to information on procedures and requests. A quantitative approach was employed, with applied research at an explanatory level, using the Hypothetical-Deductive method and the SCRUM methodology for system development. The sample consisted of 36 records selected through probabilistic sampling, using surveys and data sheets for data collection, which were processed with IBM SPSS Statistics v.24. The results showed significant improvements in two main indicators Regarding service quality (Citizen Satisfaction Index), the mean increased from 13.244 in the PreTest to 38.739 in the PostTest, representing an increase of 25.495 percentage points (a relative increase of 133.5%). For the second indicator, the Average Response Time (TPR), values decreased from 441.6667 seconds in the PreTest to 147.78 seconds in the PostTest, achieving a significant reduction of 66.54%. In conclusion, the responsive web system proved to have a positive impact on query management, optimizing both the perception of service quality and response times in the Provincial Municipality of Cañete in 2024.
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Keywords
Sistema Web, atención, procedimiento administrativo, SCRUM.
Citation
Tello Huapaya Diana Cristina , "Sistema Web Responsive para la atención de consultas de procedimientos administrativos en la Municipalidad Provincial de Cañete, 2024" Tesis para optar el grado de Ingeniero de Sistemas, Escuela de pregrado Facultad de Ingenieria de Sistemas. Universidad Nacional de Cañete. Cañete – Perú