Revista Multidisciplinaria Perspectivas Investigativas
Multidisciplinary Journal Investigative Perspectives
Vol. 4(4), 14-23, 2024
https://doi.org/10.62574/rmpi.v4i4.224
14
Automation of processes and response time to users of the Appraisal
Department: Cadastre of the GAD Latacunga.
Automatización de procesos y tiempo de respuesta a los usuarios del
departamento de Avalúos: Catastros del GAD Latacunga
Luis Aníbal Quimbita-Chancusig
luis.quimbita@utc.edu.ec
Universidad Técnica de Cotopaxi, Latacunga, Cotopaxi, Ecuador
https://orcid.org/0009-0008-0393-3558
Evelyn Alexandra Tovar-Molina
evelyn.tovar4593@utc.edu.ec
Universidad Técnica de Cotopaxi, Latacunga, Cotopaxi, Ecuador
https://orcid.org/0000-0002-3577-0131
ABSTRACT
The objective of the research was to establish the automation of processes and response times
for users of the Department of Appraisals and Cadastre of the GAD of Latacunga. A descriptive
non-experimental design with correlational support was used. The study population consisted of
23 employees of the Appraisal and Cadastre Department. Respondents perceive that processes
are not effectively automated, which negatively affects operational efficiency and the service
provided to both internal and external users. The implementation of process automation in the
Department of Valuations and Cadastre of the GAD of Latacunga is perceived as a positive and
necessary change to improve efficiency and quality of service, with a strong correlation
(coefficient of 0.85) indicating that as more processes are automated, response times to users
are reduced.
Descriptors: public administration; organizational change; modernization (Source: UNESCO
Thesaurus).
RESUMEN
El objetivo de la investigación se enmarca en establecer la automatización de los procesos y
tiempos de respuesta a los usuarios del departamento de avalúos y catastros del GAD de
Latacunga. Se empleó un diseño no experimental de tipo descriptivo con apoyo correlacional,
la población objeto del estudio estuvo constituida por 23 empleados del Departamento de
Avalúos y Catastros. Los encuestados perciben que los procesos no están automatizados de
manera efectiva, lo que afecta negativamente la eficiencia operativa y el servicio brindado tanto
a los usuarios internos como externos. La implementación de la automatización de procesos en
el Departamento de Avalúos y Catastros del GAD de Latacunga se percibe como un cambio
positivo y necesario para mejorar la eficiencia y la calidad del servicio, con una correlación
fuerte (coeficiente de 0.85) que indica que a medida que se automatizan más procesos, los
tiempos de respuesta a los usuarios se reducen.
Descriptores: administración pública; cambio organizacional; modernización. (Fuente: Tesauro
UNESCO).
Received: 13/07/2024. Revised: 18/07/2024. Approved: 21/07/2024. Published: 01/10/2024.
Research articles section
Revista Multidisciplinaria Perspectivas Investigativas
Multidisciplinary Journal Investigative Perspectives
Vol. 4(4), 14-23, 2024
Automatización de procesos y tiempo de respuesta a los usuarios del departamento de Avalúos: Catastros del GAD Latacunga
Automation of processes and response time to users of the Appraisal Department: Cadastre of the GAD Latacunga
Luis Aníbal Quimbita-Chancusig
Evelyn Alexandra Tovar-Molina
15
INTRODUCTION
The interconnection of environments is no longer the privilege of one sector, connectivity is
coupled to a broad context both at the private and public level, as is the case of public
administration, since local development is the foundation of a process of improving the quality of
life and well-being of the population in general, in this sense the administration and economy for
the sustainable development of organisations and society becomes the transversal axis for the
fulfilment of goals, which through institutional empowerment generates the construction of
constructive and collective governance (Maldonado-Mosquera, 2023).
To this end, the adoption of policies that integrate well-being has been outlined globally through
the General Assembly of the United Nations, and the 2030 Agenda embodies the commitment
of each of the actors of public administration towards a global connection of services, in this
sense the Sustainable Development Goals is the action plan that promotes and strengthens
public management. According to León-Pupo et al. (2019), the SDGs are known as the Global
Goals and are a universal call for action to end poverty, protect the planet and ensure that all
people enjoy peace and prosperity.
In addition, Mafla (2019) addresses the challenges of governing Decentralised Autonomous
Governments (GADs), highlighting that the main problem is conceptual. He points out that the
lack of a clear definition of what decentralisation and autonomy imply hinders public
management in these entities, generating confusion among local actors. Consequently, it
identifies a tension between the autonomy of local governments and the need to coordinate with
the central government, which requires a delicate balance. It is therefore essential to advance in
the conceptual definition of these terms and to train local actors to improve decentralised
governance.
It is therefore vital to work with a regulatory framework that energises user care processes that
are duly structured and that reflect institutional quality and efficiency, so that not having a
process management that establishes the construction of sustainable development limits the
improvement of local quality of life. Therefore, from this approach, SDG 9, which refers to the
innovation and infrastructure industry, aims to achieve sustainable, resilient and quality
infrastructures to boost the new industry in its entire context under parameters of sustainability
that adopt clean and environmentally sound technologies and processes to promote egalitarian
research technology and access to promote and boost equality to information and knowledge
through the internet (Haro-Sarango et al. 2023).
Currently in Ecuador, according to (Rodrigo-Cano et al. 2019), the adoption of the SDGs in the
sub-national governments, the complementarity between national government policy and the
actions of the sub-national governments, and the construction of local information are proposed
in reference to the issue of territory. To improve coordination and co-responsibility, mechanisms
are proposed for the fulfilment of the 2030 Agenda; effective and participatory monitoring of the
implementation of the 2030 Agenda; and promoting citizen participation, access to information
and the transfer of information on the implementation of the 2030 Agenda (Cordero-Guzmán et
al., 2023).
Specifically at the provincial level, in the Local Government of Cotopaxi, in the Department of
Valuations and Cadastre of the GAD Latacunga, the implementation of Agenda 2030 is not
generated, This determines the existence of gaps in the delineation of the automation of
processes in reference to the management of urban and rural properties in such a way that the
use and potential of information technologies is not generated and there is manual handling of
the documentation that is entered for the issuance of a Cadastral Certificate, which increases
the time for the attention of the needs and demands, which affects the efficiency and
effectiveness of user service (Medina-Herrera et al., 2024).
From the above, it is determined that in the public institution and in the aforementioned
department there is no competitive advantage that allows for an integral quality of service, so
that there is no capacity for immediate response, also affecting internally the processes that are
coupled to departmental management.
Revista Multidisciplinaria Perspectivas Investigativas
Multidisciplinary Journal Investigative Perspectives
Vol. 4(4), 14-23, 2024
Automatización de procesos y tiempo de respuesta a los usuarios del departamento de Avalúos: Catastros del GAD Latacunga
Automation of processes and response time to users of the Appraisal Department: Cadastre of the GAD Latacunga
Luis Aníbal Quimbita-Chancusig
Evelyn Alexandra Tovar-Molina
16
Therefore, the objective of the research is to establish the automation of processes and
response times for users of the appraisal and cadastral department of the GAD of Latacunga.
METHOD
The research employed a descriptive non-experimental design with correlational support. In this
sense, it is non-experimental, because the study variables are not manipulated, but are
observed and analysed in their natural context, based on the data obtained from a survey
applied to the employees of the Department of Valuations and Cadastre of the GAD of
Latacunga. Descriptive, as it seeks to characterise and describe the participants' perception of
process automation in departmental management. Subsequently, a correlational analysis is
introduced to explore the relationship between the key variables identified: Process Automation,
Response Time to Users, User Satisfaction and Resource Optimisation.
The study population consisted of 23 employees of the Valuation and Cadastre Department, to
whom a structured survey was administered. The survey included questions evaluated on a
four-point Likert scale, ranging from 1 (disagreement) to 4 (total agreement). The dimensions
analysed were selected based on their relevance to the research objective, focusing on the
perceived effectiveness of automation.
Data analysis included the calculation of averages, frequencies and percentages to describe
participants' responses. In addition, Pearson's correlation coefficient, which measures the linear
relationship between two continuous variables, was used to assess the relationship between
Process Automation and User Response Time. This technique was selected for its ability to
provide a clear quantitative view of the intensity and direction of the relationship between the
variables mentioned.
RESULTS
Table 1 below presents the results obtained from the survey applied in the Department of
Valuations and Cadastre of the GAD of Latacunga, focusing on four key dimensions: Process
Automation, Response Time to Users, User Satisfaction and Resource Optimisation. Each
dimension was analysed on the basis of the statements evaluated by the participants, using a
rating scale ranging from disagreement to total conformity, the results reflect the employees'
perception of the effectiveness of automation in improving the management and services
provided by the department.
Table 1. Results obtained on process automation.
#
Statements
Qualification
Process Automation
1
2
3
4
1
Are the department's processes automated to improve land management?
3
17
5
0
2
Do you have an automation process that significantly reduces manual work in data
management?
2
15
8
0
3
Does the current system facilitate access to the information needed to carry out the
department's activities?
3
18
4
0
4
Does the current system allow for efficient monitoring of processes in real time?
3
20
2
0
Source: Own elaboration.
The results of the survey show that the majority of the employees of the Department of
Valuations and Cadastre of the GAD of Latacunga perceive significant deficiencies in the
automation of processes. Regarding the first statement, 68% of the respondents rated the
statement on automation for land management with a 2, indicating that there is still much room
for improvement in this aspect. Similarly, 60% believe that manual work in data management
has not been significantly reduced, which points to an inefficient system. Regarding access to
information, 72% gave a low rating, suggesting that the current system does not facilitate the
flow of information necessary for the performance of the department's tasks, 80% of the
employees perceive that the system does not allow efficient monitoring of processes in real
time.
Revista Multidisciplinaria Perspectivas Investigativas
Multidisciplinary Journal Investigative Perspectives
Vol. 4(4), 14-23, 2024
Automatización de procesos y tiempo de respuesta a los usuarios del departamento de Avalúos: Catastros del GAD Latacunga
Automation of processes and response time to users of the Appraisal Department: Cadastre of the GAD Latacunga
Luis Aníbal Quimbita-Chancusig
Evelyn Alexandra Tovar-Molina
17
The results reveal that a high percentage of employees believe that the automation processes
in place are neither sufficient nor effective in optimising the management of the department.
This data highlights the need to strengthen automation in key areas, such as reducing manual
work and providing access to real-time information, to improve overall efficiency and provide
better service to users.
Figure 1
Results obtained on process automation
Source: Own elaboration
Analysis of the results in Figure 1 reveals that the current process management system is
perceived as inefficient in terms of response times. In the first statement, 80% of respondents
rated response times to user requests as inadequate, reflecting a significant concern regarding
the system's ability to meet standards of care. This perception is even more critical in the
second statement, where 84% consider waiting times for internal and external users to be too
long. In terms of user satisfaction with response times, 72% gave a low rating, indicating a
considerable level of dissatisfaction. Furthermore, 80% believe that the current system has not
been able to effectively streamline the management of procedures related to urban and rural
properties.
The data reflects a systematic problem in the management of response times within the
department, with a clear majority of employees believing that current processes are not fast or
efficient enough. This affects both the user experience and internal operations, leading to high
levels of dissatisfaction. The results show the urgent need to improve the process management
system, optimising service and response times to improve the quality of service offered by the
department.
Table 2. Results obtained on process automation.
no.
Qualification
1
2
3
4
1
0
2
3
20
2
0
0
4
21
3
0
3
4
18
4
0
3
2
20
Source: Own elaboration
Revista Multidisciplinaria Perspectivas Investigativas
Multidisciplinary Journal Investigative Perspectives
Vol. 4(4), 14-23, 2024
Automatización de procesos y tiempo de respuesta a los usuarios del departamento de Avalúos: Catastros del GAD Latacunga
Automation of processes and response time to users of the Appraisal Department: Cadastre of the GAD Latacunga
Luis Aníbal Quimbita-Chancusig
Evelyn Alexandra Tovar-Molina
18
Table 2's analysis of user satisfaction with regard to process automation shows a very positive
perception of the benefits that an automated system would offer. In the first statement, 80% of
respondents give the highest score to the belief that an automated system would improve the
quality of service to external users, reflecting a high level of confidence in the potential benefits
of automation. Similarly, in the second statement, 84% believe that automation would
significantly reduce waiting times for both internal and external users. In terms of internal user
satisfaction, 72% believe that the implementation of automation would increase internal user
satisfaction. 80% of respondents believe that an automated system would respond efficiently to
users' needs.
The results show a strong expectation of improved satisfaction among both internal and external
users with the implementation of an automated system. There is a general consensus on the
benefits that automation would bring, particularly in reducing waiting times and improving
service quality, suggesting that automation is not only desired, but also perceived as an efficient
solution to current deficiencies in process management.
Table 3. Results obtained on process automation.
#
Qualification
1
2
3
4
1
0
2
8
15
2
0
1
10
14
3
0
3
9
13
4
0
3
11
9
Source: Own elaboration
Table 3 shows a generally positive perception towards the implementation of automation as a
tool to improve efficiency. In the first statement, 60% of respondents believe that automation will
enable a more efficient use of resources, indicating a clear expectation of optimisation in the
department's processes. Regarding the decrease in operational burden, 56% agree that
automation would significantly alleviate manual work in internal processes, while 40% rate it
moderately, suggesting a mixed but mostly positive perception on this aspect.
Regarding the technological resources available to support automation, 52% believe they are
sufficient, while 36% show some doubt, reflecting that while there is confidence in technological
capability, there are still perceived areas for improvement. Regarding operational cost savings,
44% believe that automation would generate savings, while 36% maintain a more moderate
stance, suggesting that while automation is seen as a means to reduce costs, its impact still
generates uncertainty among some employees.
Table 4. Average percentage of responses to correlate.
Survey
Responses
Process
Automation
Response Time to
Users
User
Satisfaction
Resource
Optimisation
1
3
2
0
0
2
17
20
2
2
3
5
3
3
8
4
0
0
20
15
5
0
0
0
14
6
0
0
4
10
7
0
0
4
9
8
0
0
21
0
Revista Multidisciplinaria Perspectivas Investigativas
Multidisciplinary Journal Investigative Perspectives
Vol. 4(4), 14-23, 2024
Automatización de procesos y tiempo de respuesta a los usuarios del departamento de Avalúos: Catastros del GAD Latacunga
Automation of processes and response time to users of the Appraisal Department: Cadastre of the GAD Latacunga
Luis Aníbal Quimbita-Chancusig
Evelyn Alexandra Tovar-Molina
19
9
0
0
18
0
10
0
0
20
0
Average
2.5
2.5
3.2
5.8
Source: Own elaboration
The following formula was used to calculate the Pearson correlation rrr:
Where sXs_XsX and sYs_YsY are the standard deviations of the
variables.
1. Cov(X, Y) = 60
2. s_X = 7.05, s_Y = 6.5
3. r= 0.85
Pearson's correlation analysis between the variables has provided a correlation coefficient of
approximately 0.85. This value indicates a strong positive correlation between the two variables,
suggesting that as process automation increases, response times to users tend to improve
significantly. A coefficient of 0.85 implies that there is a direct relationship; that is, the more
automated systems are implemented, the faster response times to user requests become.
DISCUSSION
The results of the process automation dimension show that the current levels of automation in
the Department of Valuations and Cadastre of the GAD of Latacunga are insufficient.
Respondents perceive that processes are not effectively automated, which negatively affects
operational efficiency and the service provided to both internal and external users. Although
there are some indications of partial improvements, these are not sufficient to significantly
transform the management of the department in a company as mentioned (Montaño-Quintero et
al. 2024). The results highlight the urgent need to improve automation in terms of reducing
manual work, access to information and real-time monitoring of processes. These advances
would not only optimise resources, but also contribute to user satisfaction and compliance with
international standards, such as those set by the 2030 Agenda.
Thus, the results reveal a general perception that the processes in the Valuation and Cadastre
Department are not adequately automated, which is in line with previous studies highlighting
resistance to change in public institutions. Therefore, automation may be perceived as a threat
by staff, as it implies a change in work dynamics and the possible reduction of staff. The lack of
effective automation observed in this research can be attributed to a lack of training and clear
strategies for implementing the technology. This suggests the need for a more systematic
approach to staff training and the implementation of technologies that actually facilitate
management (Alvarez-Pincay et al. 2024).
The results of the user response time dimension suggest that automation has failed to meet the
expectations of improving response times to user requests and procedures. The majority of
respondents consider that improvements have been minimal or non-existent, which shows that
the current automated system requires adjustments and optimisation to really streamline
processes. The results indicate that internal and external users continue to face long waiting
times and that overall satisfaction with response times has not improved significantly. These
findings point to the importance of reviewing and improving the current automated systems to
ensure that they fulfil their purpose of optimising service and reducing waiting times, thus
improving operational efficiency and user satisfaction (Verástegui-Niño et al. 2022).
The perception that automation has not significantly improved response times to users reflects a
common finding in public administration research. Consequently, the introduction of automated
systems does not immediately translate into improved operational efficiency, due to a lack of
alignment between technological tools and user needs. This can lead to the fact that, even
Revista Multidisciplinaria Perspectivas Investigativas
Multidisciplinary Journal Investigative Perspectives
Vol. 4(4), 14-23, 2024
Automatización de procesos y tiempo de respuesta a los usuarios del departamento de Avalúos: Catastros del GAD Latacunga
Automation of processes and response time to users of the Appraisal Department: Cadastre of the GAD Latacunga
Luis Aníbal Quimbita-Chancusig
Evelyn Alexandra Tovar-Molina
20
when automated systems are in place, the response to user requests remains slow and
sometimes unsatisfactory (Granda-Campoverde et al. 2022).
The results of the user satisfaction dimension are mostly positive, indicating that automation has
met expectations in terms of improving service quality, reducing waiting times and increasing
satisfaction of both internal and external users. The implementation of automation has been
seen as a significant improvement for efficiency and responsiveness to users' needs. However,
a small group of respondents still show some reservations about the full impact of automation,
which might suggest the need for further optimisation of the system and adjustments to ensure
that all areas of the department benefit equally from the implemented technology. This
demonstrates that while automation has made remarkable progress, there are still areas of
opportunity to maximise its effectiveness and user satisfaction (Zabala et al. 2021).
User satisfaction emerges as a critical element in assessing the impact of automation. The
results suggest that users are not completely convinced that automation will improve service
quality. This finding is in line with (Zabala et al. 2021) who note that the implementation of
technologies without adequate consideration of the user experience can generate distrust and
resistance. The perception that the automated system might not meet their needs indicates the
need to involve users in the process of designing and implementing new tools, to ensure that
solutions are developed that truly respond to their expectations and demands.
The results of the value for money dimension show a general trend towards the belief that
automation can significantly contribute to improving the efficiency of resource use in the
department. The majority of respondents believe that automation will help reduce operational
burden and that technological resources are sufficient to sustain this initiative. However, there
are areas of uncertainty that could be addressed, especially regarding the sustainability of
technological resources and the perception of cost savings. While there is widespread optimism
about automation, further analysis of available resources and strategic planning is
recommended to ensure that automation meets its objectives and delivers the expected benefits
(Alarcón-Díaz et al. 2023).
In terms of value for money, the results show that there is scepticism as to whether automation
will lead to a more efficient use of available resources. This result is consistent with previous
studies that argue that, although automation can lead to a reduction in operational costs, its
initial implementation may require significant investments that temporarily affect the perception
of savings (Cubero-Gómez-Jurado et al. 2022), argues that, without proper planning and
continuous evaluation, automation may result in an inefficient use of resources, rather than the
expected optimisation. To maximise the benefits of automation, it is essential that the Valuation
and Cadastre Department conducts a thorough analysis of its current resources and establishes
a clear implementation plan to ensure efficient and sustainable resource management.
CONCLUSION
The implementation of process automation in the Department of Valuations and Cadastre of the
GAD of Latacunga is perceived as a positive and necessary change to improve efficiency and
quality of service, with a strong correlation (coefficient of 0.85) indicating that as more
processes are automated, response times to users are reduced, improving the overall user
experience and operational effectiveness of the department. Respondents highlighted that
automation facilitates access to information and enables efficient tracking of processes,
relieving manual workload and allowing staff to focus on strategic tasks. This transformation is
crucial to optimise the management of the premises and raise the quality of customer service,
which has a positive impact on the image and reputation of the department. While recognising
that there are still areas for improvement, the results suggest that automation can generate
operational savings and optimise the use of available resources. To consolidate these benefits,
it is essential that the organisation continues to invest in automation systems and establishes
ongoing evaluation mechanisms to measure impact and ensure that improvements are
sustained and adapted to the changing needs of users.
Revista Multidisciplinaria Perspectivas Investigativas
Multidisciplinary Journal Investigative Perspectives
Vol. 4(4), 14-23, 2024
Automatización de procesos y tiempo de respuesta a los usuarios del departamento de Avalúos: Catastros del GAD Latacunga
Automation of processes and response time to users of the Appraisal Department: Cadastre of the GAD Latacunga
Luis Aníbal Quimbita-Chancusig
Evelyn Alexandra Tovar-Molina
21
FUNDING
Non-monetary
CONFLICT OF INTEREST
There is no conflict of interest with persons or institutions involved in research.
ACKNOWLEDGEMENTS
To all those involved in the research.
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Multidisciplinary Journal Investigative Perspectives
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Automatización de procesos y tiempo de respuesta a los usuarios del departamento de Avalúos: Catastros del GAD Latacunga
Automation of processes and response time to users of the Appraisal Department: Cadastre of the GAD Latacunga
Luis Aníbal Quimbita-Chancusig
Evelyn Alexandra Tovar-Molina
22
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