Attention citizens in the public sector compared with customer service in a private financial institution

Citizen services is one of the biggest challenges of public entities is why this article makes a comparison between them and a financial institution in the private sector to identify opportunities for improvement. Concepts, standards and technology to identify advantages and disadvantages of public...

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Autores:
Dorado Forero, Yesenia
Tipo de recurso:
Fecha de publicación:
2013
Institución:
Universidad Militar Nueva Granada
Repositorio:
Repositorio UMNG
Idioma:
spa
OAI Identifier:
oai:repository.umng.edu.co:10654/11852
Acceso en línea:
https://hdl.handle.net/10654/11852
Palabra clave:
EMPRESAS ESTATALES
SERVICIO AL CLIENTE
INSTITUCIONES FINANCIERAS
Public Entities
Customer service
Private Financial Institution
Service channels
Entidades Públicas
Servicio al cliente
Entidad Financiera privada
Canales de atención
Rights
License
http://purl.org/coar/access_right/c_abf2
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dc.title.eng.fl_str_mv Attention citizens in the public sector compared with customer service in a private financial institution
dc.title.spa.fl_str_mv Atención al ciudadano en el sector público comparada con el servicio al cliente en una entidad financiera privada
title Attention citizens in the public sector compared with customer service in a private financial institution
spellingShingle Attention citizens in the public sector compared with customer service in a private financial institution
EMPRESAS ESTATALES
SERVICIO AL CLIENTE
INSTITUCIONES FINANCIERAS
Public Entities
Customer service
Private Financial Institution
Service channels
Entidades Públicas
Servicio al cliente
Entidad Financiera privada
Canales de atención
title_short Attention citizens in the public sector compared with customer service in a private financial institution
title_full Attention citizens in the public sector compared with customer service in a private financial institution
title_fullStr Attention citizens in the public sector compared with customer service in a private financial institution
title_full_unstemmed Attention citizens in the public sector compared with customer service in a private financial institution
title_sort Attention citizens in the public sector compared with customer service in a private financial institution
dc.creator.fl_str_mv Dorado Forero, Yesenia
dc.contributor.advisor.none.fl_str_mv Ferrer, Luis Gabriel
dc.contributor.author.none.fl_str_mv Dorado Forero, Yesenia
dc.subject.lemb.spa.fl_str_mv EMPRESAS ESTATALES
SERVICIO AL CLIENTE
INSTITUCIONES FINANCIERAS
topic EMPRESAS ESTATALES
SERVICIO AL CLIENTE
INSTITUCIONES FINANCIERAS
Public Entities
Customer service
Private Financial Institution
Service channels
Entidades Públicas
Servicio al cliente
Entidad Financiera privada
Canales de atención
dc.subject.proposal.eng.fl_str_mv Public Entities
Customer service
Private Financial Institution
Service channels
dc.subject.proposal.spa.fl_str_mv Entidades Públicas
Servicio al cliente
Entidad Financiera privada
Canales de atención
description Citizen services is one of the biggest challenges of public entities is why this article makes a comparison between them and a financial institution in the private sector to identify opportunities for improvement. Concepts, standards and technology to identify advantages and disadvantages of public entities is developed and finally concluded between the relevant points of comparison, the current regulations and the scope in the public sector.
publishDate 2013
dc.date.issued.none.fl_str_mv 2013-08-11
2014-07-15
dc.date.accessioned.none.fl_str_mv 2014-07-15T23:23:25Z
dc.date.available.none.fl_str_mv 2014-07-15T23:23:25Z
dc.type.none.fl_str_mv info:eu-repo/semantics/bachelorThesis
dc.type.coar.fl_str_mv http://purl.org/coar/resource_type/c_7a1f
dc.type.local.spa.fl_str_mv Trabajo de grado
dc.identifier.uri.none.fl_str_mv https://hdl.handle.net/10654/11852
url https://hdl.handle.net/10654/11852
dc.language.iso.none.fl_str_mv spa
language spa
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rights_invalid_str_mv http://purl.org/coar/access_right/c_abf2
dc.format.spa.fl_str_mv pdf
dc.format.mimetype.none.fl_str_mv pdf
dc.publisher.spa.fl_str_mv Universidad Militar Nueva Granada
dc.publisher.program.spa.fl_str_mv Especialización en Finanzas y Administración Pública
dc.publisher.faculty.spa.fl_str_mv Facultad de Ciencias Económicas
institution Universidad Militar Nueva Granada
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spelling Ferrer, Luis GabrielDorado Forero, YeseniaEspecialista en Finanzas y Administración Pública2014-07-15T23:23:25Z2014-07-15T23:23:25Z2014-07-152013-08-11https://hdl.handle.net/10654/11852Citizen services is one of the biggest challenges of public entities is why this article makes a comparison between them and a financial institution in the private sector to identify opportunities for improvement. Concepts, standards and technology to identify advantages and disadvantages of public entities is developed and finally concluded between the relevant points of comparison, the current regulations and the scope in the public sector.La atención al ciudadano constituye en una de los retos más grandes de las entidades públicas es por ello que este artículo establece una comparación entre estas y una entidad financiera del sector privado a fin de identificar oportunidades de mejora. Se desarrolla conceptos, normativa y tecnología a fin de identificar ventajas y desventajas en las entidades públicas; por último se concluye entre los puntos más relevantes en la comparación, la normativa vigente y los alcances en el sector público.pdfpdfspaUniversidad Militar Nueva GranadaEspecialización en Finanzas y Administración PúblicaFacultad de Ciencias EconómicasAttention citizens in the public sector compared with customer service in a private financial institutionAtención al ciudadano en el sector público comparada con el servicio al cliente en una entidad financiera privadainfo:eu-repo/semantics/bachelorThesisTrabajo de gradohttp://purl.org/coar/resource_type/c_7a1fEMPRESAS ESTATALESSERVICIO AL CLIENTEINSTITUCIONES FINANCIERASPublic EntitiesCustomer servicePrivate Financial InstitutionService channelsEntidades PúblicasServicio al clienteEntidad Financiera privadaCanales de atenciónhttp://purl.org/coar/access_right/c_abf2ORIGINALATENCIÓN AL CIUDADANO EN EL SECTOR PÚBLICO COMPARADA CON EL SERVICIO AL CLIENTE EN UNA ENTIDAD FINANCIERA PRIVADA..pdfapplication/pdf461110https://repository.umng.edu.co/bitstreams/23a0b513-e491-41e1-be83-b4b717b6afc2/downloadfc8a8749128640e3e32190bd42289e95MD51LICENSElicense.txttext/plain1529https://repository.umng.edu.co/bitstreams/b2aaedb9-a166-4bfb-b25b-01fb7e3b6398/downloaddf0e4fde6f7d37cb484ba6262857ed52MD52TEXTATENCIÓN AL CIUDADANO EN EL SECTOR PÚBLICO COMPARADA CON EL SERVICIO AL CLIENTE EN UNA ENTIDAD FINANCIERA PRIVADA..pdf.txtExtracted texttext/plain40749https://repository.umng.edu.co/bitstreams/1e7f5359-fa52-40e0-9af4-3a953b9a8e9f/download01b6ac4afa9e53ee6497afbbbf78ccf6MD53THUMBNAILATENCIÓN AL CIUDADANO EN EL SECTOR PÚBLICO COMPARADA CON EL SERVICIO AL CLIENTE EN UNA ENTIDAD FINANCIERA PRIVADA..pdf.jpgIM Thumbnailimage/jpeg6099https://repository.umng.edu.co/bitstreams/9507ac98-a245-48ed-a8d9-1e0275f7304c/download92faf8fc6aeb6645f4aba9e4ed2b5488MD5410654/11852oai:repository.umng.edu.co:10654/118522025-10-28 15:35:43.854open.accesshttps://repository.umng.edu.coRepositorio Institucional UMNGbibliodigital@unimilitar.edu.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