Logistics Management and Quality Of Service in a Municipality of Bagua, Peru

Abstract

Purpose: The objective was to determine the effect of the LM on the QS in the municipality of Bagua, Peru.     Theoretical framework: The existing literature provided new findings on both logistics management and service quality. However, there is still much to research and learn about these variables in the public sector as it is a constantly evolving development.   Design/methodology/approach:  The methodology was mixed, basic, descriptive-correlational, 08 officials were interviewed, and 52 users were surveyed.   Findings:  The results revealed that when the LM is inadequate the QS is inadequate seventy percent, but when the LM improves, the QS increases to moderate 78.1%, this means that if the LM complies correctly with each of the operational functions, then an improvement in the QS can be guaranteed.   Research, Practical & Social implications: To achieve efficiency in logistics management, all activities that occur along the flow of materials, information, finances and returns from one point to another with a holistic and integrated perspective, must provide internal and external support to the entity, since this allows to improve the administration processes leading to offer a higher quality service to users.   Originality/value: It is concluded that the LM and QS maintain a very significant and moderate link, which shows that by continuously improving the LM ensures a QS in all the apartments that the municipality makes available to all its citizens.