Bibliographic citations
Asmat, E., (2023). Calidad del servicio y la gestión administrativa en la empresa municipal de agua potable y alcantarillado EMAPA San Martín S.A. [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/5660
Asmat, E., Calidad del servicio y la gestión administrativa en la empresa municipal de agua potable y alcantarillado EMAPA San Martín S.A. []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2023. http://hdl.handle.net/11458/5660
@phdthesis{renati/1055181,
title = "Calidad del servicio y la gestión administrativa en la empresa municipal de agua potable y alcantarillado EMAPA San Martín S.A.",
author = "Asmat Sigueñas, Esther Belisa",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2023"
}
Quality of service and administrative management in the municipal water and sewage company EMAPA San Martín S.A. The objective of this research was to evaluate the quality of service and administrative management of the municipal drinking water and sewerage company EMAPA San Martín S.A., as well as the relationship between them. The dimensions of the service quality variable were tangible elements, reliability, responsiveness, service delivery, safety and empathy; while the administrative management variable had the dimensions of organization, planning, direction and control. This research has a quantitative approach, non-experimental cross-sectional design and correlational level. The survey instrument was applied to 382 users of the drinking water service and to 53 workers of EMAPA San Martín S.A. It was found that 80.11% of the users surveyed stated that the quality of service provided by this company can be defined as acceptable and fully compliant; furthermore, 83.02% of the workers responded positively, expressing their agreement with the administrative management. The Pearson test obtained a value of r = 0.9405, concluding that there is a very high and significant positive relationship between the variables of quality of service and administrative management in the municipal drinking water and sewerage company EMAPA San Martín S.A., that is, the efficient and effective achievement of objectives through planning, organization, command and control of resources.
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