<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2007-7467</journal-id>
<journal-title><![CDATA[RIDE. Revista Iberoamericana para la Investigación y el Desarrollo Educativo]]></journal-title>
<abbrev-journal-title><![CDATA[RIDE. Rev. Iberoam. Investig. Desarro. Educ]]></abbrev-journal-title>
<issn>2007-7467</issn>
<publisher>
<publisher-name><![CDATA[Centro de Estudios e Investigaciones para el Desarrollo Docente A.C.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2007-74672025000200931</article-id>
<article-id pub-id-type="doi">10.23913/ride.v16i31.2531</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Propuesta de plan de mejora para el incremento en el nivel de servicio proporcionado en la Administradora de Fondos para el Retiro PENSIONISSSTE]]></article-title>
<article-title xml:lang="en"><![CDATA[Proposed improvement plan to increase the level of service provided by the PENSIONISSSTE Retirement Fund Administrator]]></article-title>
<article-title xml:lang="pt"><![CDATA[Plano de melhoria proposto para aumentar o nível de serviço prestado pelo Administrador do Fundo de Aposentadoria Pensionissste]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Carmona Alvarez]]></surname>
<given-names><![CDATA[Yadira Paola]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Instituto Politécnico Nacional  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>México</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2025</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2025</year>
</pub-date>
<volume>16</volume>
<numero>31</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2007-74672025000200931&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2007-74672025000200931&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2007-74672025000200931&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen AFORE PENSIONISSSTE, unica AFORE sin fines de lucro en México, enfrenta retos en la calidad del servicio comparada con otras administradoras. El estudio realizado se enfocó en mejorar dicha calidad, reduciendo tiempos de espera y agilizando trámites para elevar la satisfacción de los cuentahabientes. Se analizó el sistema de ahorro para el retiro en México, su marco jurídico, actores clave y el impacto de las reformas entre 2000 y 2017. La investigación propuso estrategias centradas en confianza, accesibilidad y uso de plataformas omnicanal, destacando la importancia de la transparencia y la innovación en la gestión pública. Mediante encuestas e entrevistas, se identificaron áreas clave de mejora: los usuarios valoran la rapidez, la claridad informativa y la atención personalizada. A partir de estos hallazgos, se sugirieron acciones como la mejora en la educación financiera, automatización de procesos, digitalización de trámites y una comunicación más efectiva. También se propuso capacitar al personal para brindar atención empática y profesional, expandir sucursales para evitar saturación y desarrollar plataformas digitales que faciliten el autoservicio y reduzcan la dependencia de atención presencial. Estas medidas buscan agilizar los procesos, incrementar la eficiencia operativa y hacer más accesible el servicio. La digitalización, junto con una mejor comunicación institucional, contribuirá a generar confianza y satisfacción entre los usuarios. En conjunto, este enfoque integral fortalecerá el papel de AFORE PENSIONISSSTE como una institución pública comprometida con el bienestar financiero de sus afiliados y con una atención más moderna, eficiente y humana.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract AFORE PENSIONISSSTE, the only non-profit AFORE in Mexico, faces challenges in terms of service quality compared to other administrators. The study focused on improving this quality, reducing wait times and streamlining procedures to increase account holder satisfaction. The study analyzed the retirement savings system in Mexico, its legal framework, key stakeholders, and the impact of reforms between 2000 and 2017. The research proposed strategies focused on trust, accessibility, and the use of omnichannel platforms, highlighting the importance of transparency and innovation in public management. Through surveys and interviews, key areas for improvement were identified: users value speed, clarity of information, and personalized service. Based on these findings, actions were suggested such as improving financial education, automating processes, digitizing procedures, and more effective communication. It also proposed training staff to provide empathetic and professional service, expanding branches to avoid overcrowding, and developing digital platforms that facilitate self-service and reduce dependence on in-person service. These measures seek to streamline processes, increase operational efficiency, and make the service more accessible. Digitalization, along with improved institutional communication, will contribute to building trust and satisfaction among users. Overall, this comprehensive approach will strengthen AFORE PENSIONISSSTE's role as a public institution committed to the financial well-being of its members and providing more modern, efficient, and humane service.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo A AFORE PENSIONISSSTE, a única AFORE sem fins lucrativos no México, enfrenta desafios na qualidade do serviço em comparação com outras administradoras. O estudo se concentrou em melhorar essa qualidade, reduzindo os tempos de espera e agilizando os procedimentos para aumentar a satisfação dos correntistas. O estudo analisou o sistema de poupança para aposentadoria no México, sua estrutura legal, principais partes interessadas e o impacto das reformas entre 2000 e 2017. A pesquisa propôs estratégias focadas em confiança, acessibilidade e uso de plataformas omnicanal, destacando a importância da transparência e da inovação na gestão pública. Por meio de pesquisas e entrevistas, foram identificadas as principais áreas de melhoria: os usuários valorizam a rapidez, a clareza das informações e o atendimento personalizado. Com base nessas constatações, foram sugeridas ações como aprimoramento da educação financeira, automatização de processos, digitalização de procedimentos e comunicação mais eficaz. Também foi proposto treinar a equipe para fornecer um atendimento empático e profissional, expandir as agências para evitar a superlotação e desenvolver plataformas digitais que facilitem o autoatendimento e reduzam a dependência do atendimento presencial. Essas medidas buscam agilizar processos, aumentar a eficiência operacional e tornar o serviço mais acessível. A digitalização, juntamente com a melhoria da comunicação institucional, contribuirá para a construção de confiança e satisfação entre os usuários. De modo geral, essa abordagem abrangente fortalecerá o papel da AFORE PENSIONISSSTE como uma instituição pública comprometida com o bem-estar financeiro de seus membros e com a prestação de cuidados mais modernos, eficientes e humanos.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Afore PENSIONISSSTE]]></kwd>
<kwd lng="es"><![CDATA[Administradora Pública]]></kwd>
<kwd lng="es"><![CDATA[Calidad del Servicio]]></kwd>
<kwd lng="es"><![CDATA[Plan de Mejora]]></kwd>
<kwd lng="en"><![CDATA[Afore PENSIONISSSTE]]></kwd>
<kwd lng="en"><![CDATA[Public Administrator]]></kwd>
<kwd lng="en"><![CDATA[Service Quality]]></kwd>
<kwd lng="en"><![CDATA[improvement plan]]></kwd>
<kwd lng="pt"><![CDATA[AFORE PENSIONISSSTE]]></kwd>
<kwd lng="pt"><![CDATA[Administração Pública]]></kwd>
<kwd lng="pt"><![CDATA[Qualidade dos Serviços]]></kwd>
<kwd lng="pt"><![CDATA[Plano de Melhoria]]></kwd>
</kwd-group>
</article-meta>
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