Influence of organizational culture and managerial skills on service quality: a critical analysis of conflicts in associations of retired and pensioned teachers

Abstract

Introduction: The initial perception regarding the associations of retired and unemployed teachers in the Junín region, Peru, suggests an expectation of effective communication and collaboration, given the high levels of education and experience of their members. However, reality shows a contrary situation characterized by internal conflicts and politicking, affecting the quality of service to affiliates. Objectives: The research aims to determine how organizational culture and managerial skills of directors influence the quality of service provided by these associations, from the perspective of their affiliates. Methodology: A quantitative, applied methodology was employed, with an explanatory scope and a non-experimental correlational causal multiple design. The sample consisted of 354 affiliates stratified selected from the three associations in the region, and survey questionnaires were used for data collection, validated with a Cronbach's Alpha reliability coefficient higher than .80. Results: The findings indicate that 51.6% of the service quality is explained by organizational culture and managerial skills, with a significance level lower than .05, R2 = .516 and tc (19.326) > tt (1.96). High values were obtained on a scale of 1 to 4, being 2.51 for organizational culture, 2.58 for managerial skills, and 2.58 for service quality. Conclusions: To mitigate the identified conflicts, it is recommended to execute an organizational change process based on action-research, a sensitization and team integration program, and an audit of the functions of human resources offices, with the aim of improving organizational culture and, consequently, the quality of service offered to affiliates.