Evaluación de la percepción de los trabajadores de las capacitaciones que se brindan mediante cursos de la Universidad Corporativa del Banco Popular y de Desarrollo Comunal para la mejora de la oferta académica durante el año 2023.
Fecha
2025
Autores
Barahona Campos, Josseline Carolina
Gutiérrez Ríos, Adriana Patricia
Jiménez Ruíz, Cindy María
Pineda Chaves, Lizandro Antonio
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Nacional, Costa Rica
Resumen
El tema principal de la presente investigación es: Evaluación de la percepción de los trabajadores de las capacitaciones que se brindan mediante cursos de la Universidad Corporativa del Banco Popular y de Desarrollo Comunal para la mejora de la oferta académica durante el año 2023. El equipo de esta investigación consta de cuatro personas estudiantes de la Licenciatura en Administración con énfasis en Recursos Humanos de la Universidad Nacional de Costa Rica quienes por medio de entrevistas y encuestas recolectan información de los cursos que imparte la Universidad Corporativa para la capacitación y mejora de los procesos que ejecutan los funcionarios de dicha identidad. La interrogante planteada para esta investigación es ¿Cómo perciben los trabajadores el proceso de capacitación mediante los cursos que brinda la Universidad Corporativa del Banco Popular y de Desarrollo Comunal y de qué manera se puede mejorar la oferta académica para contribuir en su satisfacción laboral durante el año 2023?, que responde al planteamiento de que las empresas lidian con cambios y desafíos constantes en el campo tecnológico y de innovación lo que conlleva a que las destrezas de sus trabajadores deben adecuarse a esos cambios y para ello la capacitación constante y adquirir nuevos conocimientos es algo que beneficia no solo al funcionario sino también a la empresa. La importancia de esta investigación se centra en que se evalúa la percepción que tienen los trabajadores inscritos en las capacitaciones mediante cursos que se imparten y las oportunidades de mejora que se pueden implementar para optimizar los programas de aprendizaje de manera que se puedan alinear a las tendencias y necesidades del mercado. Para lograr el objetivo general de este trabajo, el cual es: Evaluar la percepción de los trabajadores del proceso de capacitación que se brindan mediante cursos de la Universidad Corporativa del Banco Popular y de Desarrollo Comunal para la mejora continua de la oferta académica durante el año 2023, se procede a aplicar una metodología mixta que combina enfoques cualitativos y cuantitativos y se delimitan las siguientes variables y sus respectivos indicadores: Cursos: para esta variable se asignan los indicadores cursos impartidos, brechas en conocimientos, temática de los cursos y tasa de participación y deserción; y satisfacción laboral: para esta variable se designan los siguientes indicadores que son Indicador neto de promotores, índice de satisfacción laboral y crecimiento y desarrollo; Aspectos de mejora: para la última variable los indicadores son tendencias de mercado, metodología, recursos y estrategia de comunicación. Para esta investigación la población de estudio son funcionarios del área de Soporte y de Negocio del Banco Popular y de Desarrollo Comunal y se utilizan las entrevistas, encuestas y base de datos interna como instrumentos de aplicación para recolección de datos en una muestra de 266 funcionarios. Para la primera variable y sus indicadores se utiliza como instrumento de recolección de datos la entrevista al supervisor y profesora de la Universidad Corporativa, y la descarga de información de base de datos internas proporcionada por ellos mismos. Para la segunda variable y sus indicadores se aplica el instrumento de la encuesta a funcionarios del área de Soporte y de Negocio con el fin de conocer su opinión respecto a los cursos que se imparten en la Universidad Corporativa del Banco Popular y de Desarrollo Comunal. Para la tercera variable y sus respectivos indicadores también se aplica la encuesta como instrumento de recolección de datos con el objetivo de conocer si la forma en que se comunica la habilitación de los cursos y los temas que se imparten son del agrado de los funcionarios. Posterior a la recolección de los datos por medio de los instrumentos aplicados se realiza un análisis de la información que se obtiene para cada variable y sus indicadores mencionados anteriormente, y se elaboran conclusiones y recomendaciones para cada una sobre los hallazgos obtenidos. En síntesis, como resultado de la aplicación de los instrumentos para la variable “Cursos “se obtiene un resultado favorable, dado que se procura fortalecer las competencias digitales en diferentes programas. Pero se concluye que adicional a eso, deben de adoptar otros cursos alineados a las necesidades y evolución del mercado, por lo que se recomienda el fortalecer e implementar programas de aprendizaje enfocados en inteligencia artificial, transformación digital y automatización. Para la segunda variable “Perspectiva y satisfacción laboral” se obtiene que hay una valoración positiva de los cursos por parte de los funcionarios, de modo que se evidencia que la capacitación constante no solo contribuye al enriquecimiento del conocimiento sino también al sentido de pertenencia y satisfacción en el entorno laboral en que se desenvuelven los trabajadores. Se concluye que la Universidad Corporativa del Banco Popular y de Desarrollo Comunal ha generado desarrollo y crecimiento en las diferentes habilidades de los funcionarios que han matriculado los cursos y se recomienda que los instructores también se capaciten para que así sus enseñanzas y metodología sean más claras e integrales. Para la tercera variable “Aspectos de mejora” se obtiene un resultado favorable para la metodología impartida, los recursos que se utilizan y la comunicación que se brinda para anunciar la apertura de cursos, sin embargo, también se señala en las encuestas que hay una necesidad de que se procure hacer los cursos más dinámicos y participativos, así como que los recursos deben ser fortalecidos para un mayor contenido audiovisual interactivo. También se menciona que la comunicación debe ser más clara y oportuna para así llamar mejor la atención de los cursos que se ofrecen. Por esto se recomienda que se integren herramientas más interactivas para el desarrollo de los programas, cursos y se amplie la información relevante que acapare la atención de los funcionarios. También como parte final de esta investigación se brinda una propuesta de acuerdo a la recopilación de la información sobre perspectiva de los trabajadores para con las capacitaciones mediante cursos que se brindan, analizando cuales se deben conservar y cuales eliminar del itinerario de cursos, adicional de la sugerencia a buscar de la asesoría del Centro de Capacitaciones y Desarrollo de la Dirección General de Servicio Civil de Costa Rica, de modo que con ese aval haya un valor agregado a las certificaciones que se obtienen y un mejor desempeño en cuanto a la metodología, contenido y actualización de cada uno de los cursos, adicional de que se forme parte del Régimen de Servicio Civil. La propuesta incluye su descripción y justificación que encierra los beneficios que se pueden obtener, seguidamente se elaboran el objetivo general y los específicos que componen dicha propuesta, y por último la metodología a utilizar y el cronograma para hacer efectiva dicha metodología.
The main topic of this research is: Evaluation of the perception of workers regarding the training provided through courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal to improve the academic offering during 2023. The research team consists of four students of the Bachelor's Degree in Administration with an emphasis in Human Resources at the National University of Costa Rica who, through interviews and surveys, collect information on the courses offered by the Corporate University for the training and improvement of the processes carried out by the employees of said entity. The research question posed for this study is: How do employees perceive the training process through the courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal, and how can the academic offerings be improved to contribute to their job satisfaction during 2023? This question stems from the premise that companies face constant changes and challenges in the technological and innovation fields, requiring their employees' skills to adapt to these changes. Therefore, ongoing training and the acquisition of new knowledge benefit not only the employee but also the company. The importance of this research lies in evaluating the perceptions of employees enrolled in the training courses offered and identifying opportunities for improvement to optimize learning programs and align them with market trends and needs. To achieve the overall objective of this study, which is to evaluate employee perceptions of the training process offered through courses at the Banco Popular y de Desarrollo Comunal Corporate University for the continuous improvement of academic offerings during 2023, a mixed methodology combining qualitative and quantitative approaches was applied. The following variables and their respective indicators were defined: Courses: for this variable, the indicators assigned were courses taught, knowledge gaps, course topics, and participation and dropout rates; and Job satisfaction: for this variable, the indicators assigned were the Net Promoter Index, Job Satisfaction Index, and growth and development; Areas for improvement: for the last variable, the indicators were market trends, methodology, resources, and communication strategy. For this research, the study population consisted of employees from the Support and Business areas of Banco Popular y de Desarrollo Comunal. Interviews, surveys, and an internal database were used as data collection instruments for a sample of 266 employees. For the first variable and its indicators, the data collection instrument used was an interview with the supervisor and a professor at the Corporate University, along with the download of information from internal databases provided by them. For the second variable and its indicators, a survey was administered to employees in the Support and Business areas to gather their opinions regarding the courses offered at the Corporate University of Banco Popular y de Desarrollo Comunal. For the third variable and its respective indicators, a survey was also used as the data collection instrument to determine if the way in which course availability is communicated and the topics covered are satisfactory to the employees. After collecting the data using the applied instruments, an analysis of the information obtained for each variable and its indicators mentioned above was conducted, and conclusions and recommendations were drawn for each based on the findings. In summary, the application of the instruments for the "Courses" variable yielded a favorable result, as it aimed to strengthen digital skills in different programs. However, it is concluded that in addition to that, they must adopt other courses aligned with the needs and evolution of the market, so it is recommended to strengthen and implement learning programs focused on artificial intelligence, digital transformation and automation. The main topic of this research is: Evaluation of the perception of workers regarding the training provided through courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal to improve the academic offering during 2023. The research team consists of four students of the Bachelor's Degree in Administration with an emphasis in Human Resources at the National University of Costa Rica who, through interviews and surveys, collect information on the courses offered by the Corporate University for the training and improvement of the processes carried out by the employees of said entity. The research question posed for this study is: How do employees perceive the training process through the courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal, and how can the academic offerings be improved to contribute to their job satisfaction during 2023? This question stems from the premise that companies face constant changes and challenges in the technological and innovation fields, requiring their employees' skills to adapt to these changes. Therefore, ongoing training and the acquisition of new knowledge benefit not only the employee but also the company. The importance of this research lies in evaluating the perceptions of employees enrolled in the training courses offered and identifying opportunities for improvement to optimize learning programs and align them with market trends and needs. To achieve the overall objective of this study, which is to evaluate employee perceptions of the training process offered through courses at the Banco Popular y de Desarrollo Comunal Corporate University for the continuous improvement of academic offerings during 2023, a mixed methodology combining qualitative and quantitative approaches was applied. The following variables and their respective indicators were defined: Courses: for this variable, the indicators assigned were courses taught, knowledge gaps, course topics, and participation and dropout rates; and Job satisfaction: for this variable, the following indicators were designated: Net promoter indicator, job satisfaction index, and growth and development; Areas for improvement: for the last variable, the indicators are market trends, methodology, resources, and communication strategy. For the second variable, "Job Perspective and Satisfaction," the results show a positive evaluation of the courses by employees, demonstrating that ongoing training not only enriches knowledge but also fosters a sense of belonging and satisfaction within the work environment. It is concluded that the Corporate University of Banco Popular y de Desarrollo Comunal has generated development and growth in the various skills of the employees who have enrolled in the courses. It is recommended that instructors also receive training to ensure their teaching and methodology are clearer and more comprehensive. For the third variable, "Areas for Improvement," the results are favorable for the methodology used, the resources employed, and the communication used to announce course openings. However, the surveys also indicate a need to make the courses more dynamic and participatory, and that resources should be strengthened to include more interactive audiovisual content. It is also mentioned that communication should be clearer and more timely to better attract attention to the courses offered. Therefore, it is recommended that more interactive tools be integrated into the development of programs and courses, and that relevant information be expanded to capture the attention of officials. As a final part of this research, a proposal is presented based on the information gathered regarding employee perspectives on the training courses offered. This proposal analyzes which courses should be retained and which should be eliminated from the course schedule. Additionally, it is suggested that the Training and Development Center of the General Directorate of Civil Service of Costa Rica be consulted, so that its endorsement adds value to the certifications obtained and improves the methodology, content, and updating of each course. Furthermore, it is recommended that these courses be incorporated into the Civil Service System. The main topic of this research is: Evaluation of the perception of workers regarding the training provided through courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal to improve the academic offering during 2023. The research team consists of four students of the Bachelor's Degree in Administration with an emphasis in Human Resources at the National University of Costa Rica who, through interviews and surveys, collect information on the courses offered by the Corporate University for the training and improvement of the processes carried out by the employees of said entity. The research question posed for this study is: How do employees perceive the training process through the courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal, and how can the academic offerings be improved to contribute to their job satisfaction during 2023? This question stems from the premise that companies face constant changes and challenges in the technological and innovation fields, requiring their employees' skills to adapt to these changes. Therefore, ongoing training and the acquisition of new knowledge benefit not only the employee but also the company. The importance of this research lies in evaluating the perceptions of employees enrolled in the training courses offered and identifying opportunities for improvement to optimize learning programs and align them with market trends and needs. To achieve the overall objective of this study, which is to evaluate employee perceptions of the training process offered through courses at the Banco Popular y de Desarrollo Comunal Corporate University for the continuous improvement of academic offerings during 2023, a mixed methodology combining qualitative and quantitative approaches was applied. The following variables and their respective indicators were defined: Courses: for this variable, the indicators assigned were courses taught, knowledge gaps, course topics, and participation and dropout rates; and Job satisfaction: for this variable, the indicators assigned were the Net Promoter Index, Job Satisfaction Index, and growth and development; Areas for improvement: for the last variable, the indicators were market trends, methodology, resources, and communication strategy. The proposal includes its description and justification, outlining the potential benefits. Following this, the general and specific objectives of the proposal are developed, and finally, the methodology to be used and the timeline for its implementation are presented.
The main topic of this research is: Evaluation of the perception of workers regarding the training provided through courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal to improve the academic offering during 2023. The research team consists of four students of the Bachelor's Degree in Administration with an emphasis in Human Resources at the National University of Costa Rica who, through interviews and surveys, collect information on the courses offered by the Corporate University for the training and improvement of the processes carried out by the employees of said entity. The research question posed for this study is: How do employees perceive the training process through the courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal, and how can the academic offerings be improved to contribute to their job satisfaction during 2023? This question stems from the premise that companies face constant changes and challenges in the technological and innovation fields, requiring their employees' skills to adapt to these changes. Therefore, ongoing training and the acquisition of new knowledge benefit not only the employee but also the company. The importance of this research lies in evaluating the perceptions of employees enrolled in the training courses offered and identifying opportunities for improvement to optimize learning programs and align them with market trends and needs. To achieve the overall objective of this study, which is to evaluate employee perceptions of the training process offered through courses at the Banco Popular y de Desarrollo Comunal Corporate University for the continuous improvement of academic offerings during 2023, a mixed methodology combining qualitative and quantitative approaches was applied. The following variables and their respective indicators were defined: Courses: for this variable, the indicators assigned were courses taught, knowledge gaps, course topics, and participation and dropout rates; and Job satisfaction: for this variable, the indicators assigned were the Net Promoter Index, Job Satisfaction Index, and growth and development; Areas for improvement: for the last variable, the indicators were market trends, methodology, resources, and communication strategy. For this research, the study population consisted of employees from the Support and Business areas of Banco Popular y de Desarrollo Comunal. Interviews, surveys, and an internal database were used as data collection instruments for a sample of 266 employees. For the first variable and its indicators, the data collection instrument used was an interview with the supervisor and a professor at the Corporate University, along with the download of information from internal databases provided by them. For the second variable and its indicators, a survey was administered to employees in the Support and Business areas to gather their opinions regarding the courses offered at the Corporate University of Banco Popular y de Desarrollo Comunal. For the third variable and its respective indicators, a survey was also used as the data collection instrument to determine if the way in which course availability is communicated and the topics covered are satisfactory to the employees. After collecting the data using the applied instruments, an analysis of the information obtained for each variable and its indicators mentioned above was conducted, and conclusions and recommendations were drawn for each based on the findings. In summary, the application of the instruments for the "Courses" variable yielded a favorable result, as it aimed to strengthen digital skills in different programs. However, it is concluded that in addition to that, they must adopt other courses aligned with the needs and evolution of the market, so it is recommended to strengthen and implement learning programs focused on artificial intelligence, digital transformation and automation. The main topic of this research is: Evaluation of the perception of workers regarding the training provided through courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal to improve the academic offering during 2023. The research team consists of four students of the Bachelor's Degree in Administration with an emphasis in Human Resources at the National University of Costa Rica who, through interviews and surveys, collect information on the courses offered by the Corporate University for the training and improvement of the processes carried out by the employees of said entity. The research question posed for this study is: How do employees perceive the training process through the courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal, and how can the academic offerings be improved to contribute to their job satisfaction during 2023? This question stems from the premise that companies face constant changes and challenges in the technological and innovation fields, requiring their employees' skills to adapt to these changes. Therefore, ongoing training and the acquisition of new knowledge benefit not only the employee but also the company. The importance of this research lies in evaluating the perceptions of employees enrolled in the training courses offered and identifying opportunities for improvement to optimize learning programs and align them with market trends and needs. To achieve the overall objective of this study, which is to evaluate employee perceptions of the training process offered through courses at the Banco Popular y de Desarrollo Comunal Corporate University for the continuous improvement of academic offerings during 2023, a mixed methodology combining qualitative and quantitative approaches was applied. The following variables and their respective indicators were defined: Courses: for this variable, the indicators assigned were courses taught, knowledge gaps, course topics, and participation and dropout rates; and Job satisfaction: for this variable, the following indicators were designated: Net promoter indicator, job satisfaction index, and growth and development; Areas for improvement: for the last variable, the indicators are market trends, methodology, resources, and communication strategy. For the second variable, "Job Perspective and Satisfaction," the results show a positive evaluation of the courses by employees, demonstrating that ongoing training not only enriches knowledge but also fosters a sense of belonging and satisfaction within the work environment. It is concluded that the Corporate University of Banco Popular y de Desarrollo Comunal has generated development and growth in the various skills of the employees who have enrolled in the courses. It is recommended that instructors also receive training to ensure their teaching and methodology are clearer and more comprehensive. For the third variable, "Areas for Improvement," the results are favorable for the methodology used, the resources employed, and the communication used to announce course openings. However, the surveys also indicate a need to make the courses more dynamic and participatory, and that resources should be strengthened to include more interactive audiovisual content. It is also mentioned that communication should be clearer and more timely to better attract attention to the courses offered. Therefore, it is recommended that more interactive tools be integrated into the development of programs and courses, and that relevant information be expanded to capture the attention of officials. As a final part of this research, a proposal is presented based on the information gathered regarding employee perspectives on the training courses offered. This proposal analyzes which courses should be retained and which should be eliminated from the course schedule. Additionally, it is suggested that the Training and Development Center of the General Directorate of Civil Service of Costa Rica be consulted, so that its endorsement adds value to the certifications obtained and improves the methodology, content, and updating of each course. Furthermore, it is recommended that these courses be incorporated into the Civil Service System. The main topic of this research is: Evaluation of the perception of workers regarding the training provided through courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal to improve the academic offering during 2023. The research team consists of four students of the Bachelor's Degree in Administration with an emphasis in Human Resources at the National University of Costa Rica who, through interviews and surveys, collect information on the courses offered by the Corporate University for the training and improvement of the processes carried out by the employees of said entity. The research question posed for this study is: How do employees perceive the training process through the courses offered by the Corporate University of Banco Popular y de Desarrollo Comunal, and how can the academic offerings be improved to contribute to their job satisfaction during 2023? This question stems from the premise that companies face constant changes and challenges in the technological and innovation fields, requiring their employees' skills to adapt to these changes. Therefore, ongoing training and the acquisition of new knowledge benefit not only the employee but also the company. The importance of this research lies in evaluating the perceptions of employees enrolled in the training courses offered and identifying opportunities for improvement to optimize learning programs and align them with market trends and needs. To achieve the overall objective of this study, which is to evaluate employee perceptions of the training process offered through courses at the Banco Popular y de Desarrollo Comunal Corporate University for the continuous improvement of academic offerings during 2023, a mixed methodology combining qualitative and quantitative approaches was applied. The following variables and their respective indicators were defined: Courses: for this variable, the indicators assigned were courses taught, knowledge gaps, course topics, and participation and dropout rates; and Job satisfaction: for this variable, the indicators assigned were the Net Promoter Index, Job Satisfaction Index, and growth and development; Areas for improvement: for the last variable, the indicators were market trends, methodology, resources, and communication strategy. The proposal includes its description and justification, outlining the potential benefits. Following this, the general and specific objectives of the proposal are developed, and finally, the methodology to be used and the timeline for its implementation are presented.
Descripción
Licenciatura en Administración con énfasis en Gestión de Recursos Humanos
Palabras clave
CAPACITACION DEL PERSONAL, PERCEPCIÓN, CURRÍCULO UNIVERSITARIO, MOTIVACIÓN DE RENDIMIENTO, STAFF TRAINING, PERCEPTION, UNIVERSITY CURRICULUM, PERFORMANCE MOTIVATION