Resumen de Strategic Management and Quality of Service of Public Transportation Companies from Bagua – Peru

Sandra Patricia Alarcón Rojas, Mary Carmen Vilchez Carrasco, Victor Hugo Puican Rodriguez, Jorge Luis Vargas Espinoza, Freddy Camacho Delgado, Lilian Rocio Rimapa Navarro

• Purpose: the general objective was to determine the effect of GE on the CS of public transportation companies in Bagua.

  Theoretical framework: The existing literature provided new findings on both strategic management and service quality. However, there is still much to be researched and learned about these variables as it is a constantly evolving development.

  Design/methodology/approach: Under a mixed descriptive-correlational, phenomenological, and non-experimental methodology, interviews were conducted with five managers and surveys with fifty-two clients.

  Findings: The SG is inadequate; the CS is inadequate by thirty-three and thirty percent and moderate by sixty-six and seventy percent. Similarly, when it is adequate, the quality of service improves by one hundred percent and rises to the moderate level. In addition, they got a p value of less than zero point zero five which consented to accept Hi, thus indicating that they maintain a highly significant relationship and the Pearson confirms it with zero point seven hundred and fourteen.

  Research, Practical & Social implications: For strategic management to work properly, it is necessary to have clear and precise policies on how to encourage teamwork, as this facilitates strategy planning and allows the proper use of allocated resources in the interest of the company and its customers, ultimately ensuring service. quality in all processes.

  Originality/value: Concluding that While companies strive to ensure that their employees have a social learning experience, that they are integrated in all aspects of the organization, that they interact effectively with customers and that they complete assigned tasks correctly, there will be improvements in the organization's commitment and achievement. because customers will trust the services that these companies provide in the market, which will have a positive impact on the organization.