Gestión de proyectos y calidad de atención en un gobierno local del Callao: percepción de los trabajadores

Giovanni Alejandro  Martínez-La Torre; Santiago Saturnino  Patricio-Aparicio; Mg; Hilmer Rubén  Jaime-Belleza; Teodoro     Lastra-Palacios

doi:10.47606/ACVEN/PH0526

Authors

Giovanni Alejandro Martínez-La Torre Universidad Nacional Federico Villarreal – Perú https://orcid.org/0000-0002-2854-5892
Santiago Saturnino Patricio-Aparicio Universidad Nacional Federico Villarreal – Perú https://orcid.org/0000-0003-4110-8440
Mg Universidad Nacional Federico Villarreal – Perú https://orcid.org/0000-0001-7916-6844
Hilmer Rubén Jaime-Belleza Universidad Nacional Federico Villarreal – Perú https://orcid.org/0000-0002-4229-0283
Teodoro Lastra-Palacios Universidad Nacional Hermilio Valdizán Lima-Perú https://orcid.org/0000-0002-1168-7536

DOI:

https://doi.org/10.47606/ACVEN/PH0526

Keywords:

project management, quality of service, public administration, ; local government, ordinal logistic regression

Abstract

The objective of this research was to determine the statistical influence of project management on the quality of service perceived by employees of a local government in Callao during 2022. The study was basic, quantitative, explanatory, non-experimental, cross-sectional, and causal-correlational in design. The population consisted of 200 administrative employees, and the sample included 132 workers selected through simple random probabilistic sampling. Data were collected using two Likert-type questionnaires: one measuring project management, with 18 items distributed across planning, execution, monitoring, and control; and another measuring quality of service, with 23 items distributed across reliability, assurance, tangibles, responsiveness, and empathy. The instruments were validated through expert judgment and showed high reliability in the pilot test, with Cronbach’s alpha values of 0.944 for project management and 0.937 for quality of service. Data were processed in SPSS v.26 using descriptive statistics and ordinal logistic regression. The results showed that the overall model was statistically significant (chi-square = 53.959; df = 2; p < 0.001), with a Nagelkerke Pseudo R2 of 0.384. It is concluded that project management has a statistically significant influence and moderate explanatory capacity on the quality of service perceived by employees, although the findings should be interpreted according to the cross-sectional and perceptual nature of the study.

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