Implementation of Process-Based Management and Its Relationship with Service Quality in Major Service Units of the Peruvian Army

Abstract

In Peru, the National Policy for the Modernization of Public Management (PNMGP) encourages state entities to provide efficient, effective, and citizen-oriented services through the adoption of a process management approach. Within this framework, the Peruvian Army, as a state institution, participates in this modernization process. However, the Major Service Units (GUS) maintain a traditional functional organizational structure that limits the efficiency and timeliness of their service delivery. Given this problem, the study aimed to determine the relationship between the implementation of process management and service quality in the GUS's of the Peruvian Army. The research adopted a quantitative approach with a correlational scope and cross-sectional design and used a semi-structured questionnaire for data collection, which was processed and analyzed using statistical software SPSS. The results show a direct, positive, and statistically significant relationship (ρ = 0.528; p < 0.05) between process management and service quality, confirming the hypothesis and reinforcing the methodological consistency of the study.