Logistics management and quality of service provided by administrative staff in a high-Andean local government in Peru

Abstract

Introduction: Logistics management underpins the operations of public entities, whose services are often criticized for their poor quality. This study aimed to determine the relationship between logistics management and the quality of service provided by administrative staff within the Logistics Sub-department of the Provincial Municipality of Huancavelica in 2018. Methodology: A quantitative, applied, descriptive-correlational study was conducted using a non-experimental, cross-sectional design. The population consisted of 25 administrative staff members, who formed a census sample. Data were collected via a survey using a 28-item questionnaire based on a five-category Likert scale. Data were processed using IBM SPSS version 21, and hypotheses were tested using Spearman’s rho coefficient at a 5% significance level. Results: Descriptively, 82.3% of responses regarding logistics management fell into the "always" or "almost always" categories; the "purchasing" dimension was the weakest (76.8%), with only 60% of respondents reporting frequent contract monitoring. Service quality received a 92.9% favorable rating. Inferential analysis revealed a strong positive correlation between the two variables (rho = 0.868; p = 0.008). Furthermore, significant correlations were found with the management of technological resources (rho = 0.786), human resource management (rho = 0.803), responsiveness (rho = 0.819), empathy (rho = 0.794), and courtesy (rho = 0.827). It is concluded that logistics management is directly and significantly related to the quality of service provided by administrative staff; therefore, the better the planning of purchasing, storage, and distribution processes, the higher the quality of service delivered. Therefore, it is recommended to strengthen contractual monitoring and the ongoing training of personnel.