Carmen Pilar Flores Yallico, Alberto Bueno Ramón Osorio, Gennma Lucila Flores Yallico, John Carlos Capcha Cóndor, Yvette Graice Lingán Cano
The Judicial System faces challenges that affect its efficiency and quality of service delivery. The complexity of administrative processes has generated issues, leading different governments to implement strategies to improve citizen service. The aim of the study was to examine the obstacles that have hindered administrative simplification and its impact on users’ perception of the quality of service in the Judicial System. The methodology used was qualitative and phenomenological, through a documentary analysis of 15 articles related to administrative simplification and service quality in the Judicial System. The results highlight bureaucratic barriers and judicial congestion as factors impacting the system’s efficiency and affecting user perception. Public legal representation is viewed negatively. Although the implementation of technological tools has improved administration, organizational reform is required to ensure a more agile and effective service. Continuous evaluation of service quality is essential to enhance user experience and strengthen the Judicial System.
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