QUALITY OF SERVICE IN THE REGISTRY OF VEHICLE OWNERSHIP

A relevant issue of registry competitiveness is the quality of service offered to citizens to see if they feel satisfied or dissatisfied with the registry service provided in the vehicle property registry at the National Superintendence of Public Registries of the Registry Zone No. X, Cusco Headquarters, which is a public sector entity of the Peruvian State.The quality of the service can be measured from the perspective of the level of perception of the citizen with the dimensions: reliability, responsibility, security, empathy and tangibility of the SERVPERF model and determine the level of perception of the citizens regarding the service provided by the vehicle property registry, finally identify the essential requirements that the citizen is looking for in the registry service to meet the expectations.

Autorentext
Edwin Patricio Bañon Quispe, Business Administration Engineer from Universidad de Tarapacá, Chile. Public Accountant from Universidad Nacional de San Abad del Cusco, Peru. Master in Public Management EUCIM Business School, Spain. Proficient in quality management and process improvement.