Gestión de atención al usuario en el poder judicial de piura: calidad y satisfacción ciudadana
User service management in the judicial branch of piura: quality and citizen satisfactionContenido principal del artículo
La gestión de atención al usuario en el Poder Judicial impacta directamente en el acceso a la justicia y la confianza ciudadana, enfrentando desafíos estructurales en contextos latinoamericanos como el peruano que comprometen la calidad del servicio y la satisfacción de los usuarios. En este sentido, el objetivo del estudio fue analizar integralmente la gestión de atención al usuario en entidades del Poder Judicial, identificó las dimensiones críticas de la calidad del servicio y su relación con la satisfacción ciudadana, y propuso un modelo integrado aplicable al Distrito Judicial de Piura. Se realizó una revisión sistemática con metaanálisis de 45 estudios empíricos (2014-2025) provenientes de 23 países, empleando el protocolo PRISMA. La muestra incluyó investigaciones indexadas en Scopus, WoS y SciELO, con validación Delphi del modelo propuesto. La correlación global entre calidad del servicio y satisfacción del usuario fue fuerte (r=0.78; IC95%: 0.72-0.83). Fiabilidad (32%) y capacidad de respuesta (24%) fueron las dimensiones más relevantes. El modelo MIGAU-PJ obtuvo validación experta con promedio de 4.5/5.0 y 90% de consenso. La calidad del servicio en el Poder Judicial determina la satisfacción ciudadana. El modelo MIGAU-PJ constituye una herramienta válida y factible para modernizar la atención al usuario en contextos latinoamericanos.
User service management in the Judicial Branch directly impacts access to justice and citizen trust, facing structural challenges in Latin American contexts such as Peru that compromise service quality and user satisfaction. In this regard, the objective of the study was to comprehensively analyze user service management in Judicial Branch entities, identifying the critical dimensions of service quality and its relationship with citizen satisfaction, and proposing an integrated model applicable to the Judicial District of Piura. A systematic review with meta-analysis of 45 empirical studies (2014–2025) from 23 countries was conducted, employing the PRISMA protocol and the Hurtado Model. The sample included research indexed in Scopus, WoS, and SciELO, with Delphi validation of the proposed model. The global correlation between service quality and user satisfaction was strong (r=0.78; 95% CI: 0.72–0.83). Reliability (32%) and responsiveness (24%) were the most relevant dimensions. The MIGAU-PJ model obtained expert validation with an average of 4.5/5.0 and 90% consensus. Service quality in the Judicial Branch determines citizen satisfaction. The MIGAU-PJ model constitutes a valid and feasible tool to modernize user service in Latin American contexts.
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