Mejora en calidad del servicio analizando la relación entre riesgos psicosociales y el Engagement laboral en una empresa de mantenimiento de equipos de transporte vertical

Abstract

The purpose of this study is to evaluate the improvement in service quality by analyzing the relationship between Psychosocial Risks and Commitment in a company that installs and maintains vertical transport equipment, in the city of Guayaquil-Ecuador. The methodology is descriptive, correlational and cross-sectional; the population size was 163 workers. He verified the Psychosocial Risk Assessment Questionnaire specified by the Ministry of Labor of Ecuador (2018) and the Spanish version of the UWES-17 Engagement Survey. The evaluation of Psychosocial Risks is at a low level of risk in a global way, but some dimensions present a high risk such as Workplace Harassment and Working Conditions and Leadership. In the Engagement evaluation, high scores were found in the dimensions of vigor and dedication. The study allows us to conclude that there is a direct relationship between the levels of Psychosocial Risk and the Commitment, a point of view, less psychosocial risk, greater commitment on the part of the workers, which implies a better level of service of the company and is reflected in the percentage of customer retention.