Quality in optimizing administrative simplification for students at Peruvian public universities

Abstract

Public management seeks to balance efficiency and effectiveness to ensure that administrative simplification benefits both institutions and users. This study aims to determine the extent to which service quality optimizes administrative simplification. This is an applied research study, with a quantitative approach and explanatory-correlational level, conducted with 122 students from the Faculty of Animal Husbandry at the National University of Central Peru - Huancayo. Inductive-deductive, experimental, comparative, and statistical methods were used, with a longitudinal design. A questionnaire based on the Technical Standard for Service Quality Management in the Public Sector was administered. The results, analyzed using the Z statistical test with a 95% confidence interval, showed a value of 3.527, accepting the alternative hypothesis (μD > 0). This demonstrates that administrative simplification improved significantly after the implementation of strategies designed to correct weaknesses detected in the diagnosis. Consequently, the improvement in service quality resulted in improved administrative simplification, reducing service times and costs. It is concluded that the implementation of strategic actions led to improved service quality, directly benefiting the student population.

Keywords

• quality of service
• quality of public service
• administrative simplification