Influencia del clima organizacional en el desempeño laboral y calidad del servicio en la Agencia Nacional de Tránsito, Dirección Provincial de Bolívar, 2026

Gloria Esperanza Bayas García; Jair Manuel Vistín Vistín

doi:10.70577/asce.v5i2.762

Authors

Gloria Esperanza Bayas García Universidad Estatal de Bolívar https://orcid.org/0009-0004-0895-6039
Jair Manuel Vistín Vistín Universidad Estatal de Bolívar https://orcid.org/0000-0002-7434-0329

DOI:

https://doi.org/10.70577/asce.v5i2.762

Keywords:

organizational climate, work performance, service quality, public sector, National Transit Agency, Ecuador, SERVQUAL.

Abstract

Organizational climate represents a strategic variable in human talent management, with documented effects on both the performance of public servants and the quality of services provided by public institutions. This study aimed to analyze the influence of organizational climate on work performance and service quality at the Bolívar Provincial Direction of Ecuador's National Transit Agency during 2025. A quantitative, non-experimental, cross-sectional, and correlational-explanatory design was adopted. A full population census included all 18 active public servants, complemented by a sample of 60 service users selected through systematic sampling. Three instruments were applied: the ECO-ANT (38 items across six organizational climate dimensions), the CDLI-ANT (23 items measuring work performance), and a service quality scale adapted from the SERVQUAL model (22 items, five dimensions). All instruments were validated through expert judgment and reliability analysis using Cronbach's alpha and McDonald's omega. Results revealed positive and significant correlations between organizational climate and work performance (ρ = .871, p < .01), and between organizational climate and user-perceived service quality (ρ = .743, p < .01). Leadership and recognition emerged as the strongest predictors in both models. These findings provide relevant empirical evidence to guide institutional improvement policies in Ecuador's transit agencies.

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