La calidad del servicio en la distribución de productos de primera necesidad en instituciones en Riobamba

Dorian David Sagñay-Anilema; Omar Patricio Flor-Mora

Authors

Sagñay-Anilema Dorian David Universidad Nacional de Chimborazo. Riobamba, Ecuador. https://orcid.org/0009-0007-1075-0461
Flor-Mora Omar Patricio Universidad Nacional de Chimborazo. Riobamba, Ecuador. https://orcid.org/0000-0001-5302-141X

Keywords:

Quality of service, distribution, basic necessities, administrative management, Riobamba

Abstract

DOI: https://doi.org/10.46296/ig.v8i15.0261

This study aims to evaluate the quality of service in the distribution of basic necessities to institutions in the city of Riobamba, taking as a case study the Food Service Association ‘Al Gusto de su Paladar’. Using a mixed approach research design - quantitative and qualitative - the perceptions of 20 members of the association and 10 representatives of beneficiary institutions were analysed in order to identify strengths, weaknesses and opportunities for improvement in administrative and logistical processes. The results show an overall positive assessment of the service, highlighting the quality of the products and institutional coordination; however, weaknesses were identified in the timeliness of deliveries, quality control and logistical efficiency. Pearson's correlation coefficient (r = 0.91) confirmed a strong positive relationship between administrative management and perception of service quality. Based on these findings, it is proposed to implement strategies aimed at professionalising staff, digitalising logistical processes and standardising monitoring and feedback mechanisms in order to raise the standards of service offered to institutions.

Keywords: Quality of service, distribution, basic necessities, administrative management, Riobamba.

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