Performance management and service quality in public administrations: Empirical evidence in Huaura, Peru

Olavarría-Benavides H.L.; Rojas-Alfaro M.M.; Encarnación-Márquez W.J. · Revista de Ciencias Sociales (2026) · DOI: 10.31876/rcs.v32i3.46115

Resumen

This study analyzes the relationship between performance management and service quality in municipal administration, using the Provincial Municipality of Huaura, Peru, as a case study. A quantitative approach was adopted, with a non-experimental, cross-sectional, and descriptive-correlational design. A questionnaire was administered to 129 administrative employees. The results show a positive and statistically significant correlation between the two variables (rho = 0.567; p < 0.001), indicating a moderate relationship. This finding suggests that, while performance management influences service quality in the local public sector, it is not a determining factor on its own, demonstrating the influence of other organizational elements. Therefore, it is concluded that strengthening performance management systems can contribute to improving the quality of public service, although its effectiveness depends on additional contextual factors. Licencia de Creative Commons Atribución 4.0 Internacional (CC BY 4.0) https://creativecommons.org/licenses/by/4.0/deed.es

Instituciones: Universidad Nacional Ciro Alegría; Universidad Nacional José Faustino Sánchez Carrión; Universidad César Vallejo