Gestión de atención al cliente y manejo administrativo de institutos tecnológicos públicos de la Región Puno, 2024

Abstract

The research was primarily oriented towards determining the relationship between customer service management and administrative management in public technological institutes in the Puno region, 2024. Materials and methods: A descriptive correlational study with a non-experimental, cross-sectional design was conducted. The sample consisted of 354 students from institutes in the Puno region, and a questionnaire was used as the data collection instrument. Results: The data obtained reveal a significant relationship between various variables and administrative management. The highest correlation was observed between customer service and administrative management, with a Spearman's rank correlation coefficient of 0.841 and a p-value of 0.000, indicating a positive and significant relationship (p < 0.05). Similarly, competence showed a correlation of 0.845 with administrative management (p = 0.000), while accessibility showed a correlation of 0.761 (p = 0.000), confirming their positive association. Communication skills also show a significant association with administrative management (ρ = 0.802, p = 0.000). Finally, courtesy shows a correlation of 0.795 (p = 0.000), further reinforcing its impact. Conclusion: All the dimensions analyzed have a positive and significant relationship with administrative management, suggesting that strengthening them can contribute to better organizational management.