Municipal Management and Its Impact on the Quality of Service Provided to Users. District Municipality of Peru, 2025
Abstract
The objective of this study was to determine the influence of municipal management on the quality of service provided to users in a district municipality in Peru during 2025. The study employed a quantitative approach, using an applied, non-experimental, cross-sectional, and correlational-causal design. The sample consisted of 120 citizens selected through non-probabilistic convenience sampling. A questionnaire based on the dimensions of municipal management and the SERVQUAL model was used to evaluate service quality. The results showed that municipal management was perceived mostly at a moderate level (55.0%) and service quality as fair (53.3%). Likewise, positive and significant correlations were identified between planning (Rho=0.728), direction (Rho=0.774), control (Rho=0.712), and service quality. Municipal management showed a high and significant relationship with service quality (Rho=0.782; p<0.001), confirming its direct influence.
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