Análisis relacional de la inteligencia artificial y la calidad percibida por usuarios de empresas prestadoras de servicios de utilidad pública. Caso de estudio Engativá, Bogotá Colombia
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Date
2024-11-30
Advisors
Editors
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Journal ISSN
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Publisher
Corporación Universitaria Minuto de Dios
Type
Tesis de Maestría
Rights
Acceso Abierto - http://purl.org/coar/access_right/c_abf2
Atribución-NoComercial-SinDerivadas 2.5 Colombia
Atribución-NoComercial-SinDerivadas 2.5 Colombia
Abstract
El objetivo principal de esta investigación es examinar la relación entre el uso de la inteligencia artificial (IA) y cómo lo perciben los usuarios de empresas que brindan servicios públicos. En los últimos años, varias empresas han optado por incorporar inteligencia artificial en sus operaciones y prestación de servicios, lo que ha despertado interés tanto en la eficiencia operativa como en la experiencia del cliente.
En este documento, mediante una encuesta, se medirá cómo la implementación de IA en la interacción del cliente con la compañía afecta las percepciones de estos sobre su calidad de servicio. Para ello, se realiza un estudio en la localidad de Engativá, Bogotá Colombia, con el fin de medir el desempaño del uso de IA e identificar factores clave que influyen en esta relación. Se utilizan métodos cualitativos y cuantitativos para recopilar y analizar datos.
Los hallazgos del estudio serán útiles para empresas que brindan servicios públicos y privados, reguladores y universidades, la IA es una herramienta que cada día toma más fuerza y es de suma importancia analizar los impactos que esta tiene en la solución de problemas cotidianos de las personas.
The main objective of this research is to examine the relationship between the use of artificial intelligence (AI) and how it is perceived by users of companies that provide public services. In recent years, several companies have chosen to incorporate artificial intelligence into their operations and service delivery, which has sparked interest in both operational efficiency and customer experience. In this document, through a survey, we will measure how the implementation of AI in the customer's interaction with the company affects their perceptions of its quality of service. To this end, a study is carried out in the town of Engativá, Bogotá Colombia, in order to measure the performance of the use of AI and identify key factors that influence this relationship. Qualitative and quantitative methods are used to collect and analyze data. The findings of the study will be useful for companies that provide public and private services, regulators and universities. AI is a tool that is gaining more strength every day and it is of utmost importance to analyze the impacts it has on solving people's daily problems.
The main objective of this research is to examine the relationship between the use of artificial intelligence (AI) and how it is perceived by users of companies that provide public services. In recent years, several companies have chosen to incorporate artificial intelligence into their operations and service delivery, which has sparked interest in both operational efficiency and customer experience. In this document, through a survey, we will measure how the implementation of AI in the customer's interaction with the company affects their perceptions of its quality of service. To this end, a study is carried out in the town of Engativá, Bogotá Colombia, in order to measure the performance of the use of AI and identify key factors that influence this relationship. Qualitative and quantitative methods are used to collect and analyze data. The findings of the study will be useful for companies that provide public and private services, regulators and universities. AI is a tool that is gaining more strength every day and it is of utmost importance to analyze the impacts it has on solving people's daily problems.
Description
Analizar la relación existente entre el uso de la inteligencia artificial y la calidad percibida por usuarios de empresas prestadoras de servicios de utilidad pública, en la localidad de Engativá, Bogotá Colombia.
Keywords
Inteligencia Artificial, Servicio Público, Colombia, Artificial Intelligence, Public Service, Colombia