Administrative management and service quality at the Faculty of Business Sciences of the National University of Huancavelica, Peru

Abstract

Introduction. Administrative management and service quality are critical pillars of university performance; however, contextualized empirical evidence from public Andean universities in Peru remains scarce. Accordingly, this study determined the relationship between both variables in the Faculty of Business Sciences at the National University of Huancavelica. Methodology. A quantitative approach of an applied type and descriptive-correlational level was adopted, with a non-experimental, cross-sectional design. The population comprised 58 workers, from whom a sample of 40 was selected through non-probabilistic purposive sampling. A five-point Likert-type questionnaire, validated by expert judgment (Aiken’s V between 0.76 and 0.86), was administered. Furthermore, after verifying the absence of normality with the Shapiro-Wilk test, Spearman’s rank correlation coefficient was applied (α = 0.05). Results. The regular level predominated in both administrative management (62.5%) and service quality (65.0%). Within management, direction was the highest-rated dimension (72.5% efficient), whereas control proved to be the most heterogeneous. Regarding service quality, empathy stood out (82.5% good); in contrast, courtesy was the most critical dimension (30.0% poor). A positive, moderate, and significant correlation was found between both variables (ρ = 0.595; p < 0.01), with a shared variance of 35.4%. Moreover, all dimensions were significantly associated with service quality, with organization showing the strongest association (ρ = 0.579) and control the weakest (ρ = 0.445). In conclusion, better-structured administrative management is associated with better service quality, although the relationship is not determinative. Consequently, strengthening organization, planning, and control mechanisms, as well as courteous treatment of users, constitutes a strategic priority for institutional improvement.