Perceived quality by users to the glass of milk program in Puno – Peru

Garcia-Tipo L.; Inquilla-Mamani J.; López-Paz P.M.; López-Cueva M.A. · Revista Venezolana de Gerencia (2023) · DOI: 10.52080/rvgluz.28.e9.33

Resumen

The objective of the research was to determine the level of quality of the service provided by the Glass of Milk Program (PVL) to its target population. The methodological strategy was quantitative, descriptive and correlational, with a non-experimental cross-sectional design. The SERVQUAL model was used as an instrument for data collection. Cronbach’s Alpha test was applied to estimate the internal validity and consistency of the instrument and Spearman’s correlation, multiple linear regression and Kendall’s Tau b test were used to estimate statistical inferences. The findings show that the level of quality of the service provided by the glass of milk program is determined by factors such as empathy, tangible elements, reliability, safety, responsiveness, waiting time to obtain the service, the type of inputs delivered and the mechanisms of delivery of inputs or services. In conclusion, it reveals that the quality of service offered by the PVL in general, has serious problems in meeting the expectations of its users and is below expectations.

Instituciones: Universidad Nacional del Altiplano