Relación de la gestión administrativa y la calidad de servicio de la empresa Churrolandia Dulcería F.C. de Coro, estado Falcón

Abstract

The research presented aims to establish the relationship between administrative management and the quality of service of the company Churrolandia Dulcería F.C. choir, Falcón State. The research was non-experimental, field and correlational level. The technique used was the survey and the data collection instrument was the structured questionnaire of fourteen (14) items, according to the Likert scale. For the validity of the instrument, the opinion of three experts was consulted and for reliability a pilot test was applied, whose results were adjusted through the Cronbach's alpha coefficient, which yielded a value of 0.796, demonstrating a high level of reliability of the instrument. The results showed through the administrative management variable and the administrative management elements dimension that the planning, organization, direction and control indicators have weaknesses. Regarding the quality of service variable, the courtesy and communication indicators showed a regular trend and the understanding indicator was negative. The Pearson correlation coefficient (rxy) was determined, which was equal to 0.94, which indicates a high positive correlation between the variables administrative management and quality of service; demonstrating that if the administrative management improves the quality of service it also improves.