Calculation of the PQRS Management System performance

The Corporación Autónoma Regional de los Valles del Sinú y del San Jorge-CAR CVS, is the environmental authority of the department of Córdoba in Colombia, which oversees the protection of the environment. Córdoba is one of the most diverse municipalities in the country in terms of fauna and flora, with diverse hybrid sources. In the 30 municipalities that make up the department face various environmental problems, such as logging, illegal trafficking of fauna and flora, illegal burning, construction of anthropogenic works, illegal occupation of environmental protection areas, therefore there are many complaints, claims and petitions that are generated, so it is appropriate to know how users perceive the quality of service of the CAR CVS. The calculation of the performance of the PQRS Management System will be made through the variation coefficient and if there is a relationship between the satisfaction and response time variables through the correlation coefficient, the latter resulted in a 0.73, so there is a high correlation between the two variables.