Exploring the link between administrative management and service quality in elderly care centers: A correlational case study

Abstract

The purpose of this study was to explore the link between administrative management and service quality in Comprehensive Care Centers for the Elderly (CCCE) in Piura during 2021. This correlational study employed a quantitative, cross-sectional approach with a non-experimental design involving a census population of 40 staff members from the CCCE. Data were collected using two questionnaires addressing the study variables. The findings revealed a significant, moderate correlation between administrative management and service quality at these centers, as indicated by a Pearson correlation coefficient of 0.458** and a p-value of 0.003, significant at the 0.01 level. Furthermore, significant correlations were found between administrative management and specific service dimensions: Tangible elements (Pearson=0.528**; p=0.000<0.01); Reliability (Pearson=0.028; p=0.865>0.01); Responsiveness (Pearson=0.073; p=0.656>0.01); Security (Pearson=0.694**; p=0.000<0.01); and Empathy (Pearson=0.371*; p=0.019<0.01).