Vílchez Ordoñez Mercedes, Liz Rubi Blaz Vilchez, Lindsay Montilla Pérez, Carol Nadiezhda Ruiz Camus, Luz Elina Fernandez Coronel, Keller Sánchez Dávila, Rosa Mabel Contreras Julián
The objective was to design a management proposal in administrative processes that contributes to improve the institutional image of the Municipality of San Martín, 2023. The approach was quantitative, descriptive-projective design; sample 1 was 174 officials of the Provincial Municipality of San Martin, 2023 and sample 2 380 inhabitants of the district of Tarapoto, 2023; four questionnaires were used, valid according to 5 experts and with reliability of (0.836), (0.804), (0.816), (0.859); the data systematized in the SPSSVER 25. Management in administrative processes for officials has a regularly efficient level with 58%, for citizens has a poor level of 71%. The institutional image of civil servants has a regular level of 63%, for citizens a bad level of 49%. It was concluded that the design of a management proposal in administrative processes contributes to improve the institutional image of the Provincial Municipality of San Martín, which relies on components such as planning, organization, direction, control and integrity; which allows to develop processes with greater efficiency, with a continuous improvement of the quality of service to the user, projecting an image of institution thought in the welfare of the citizenry.
Pág 2145-2172, 03 Oct