Implementation of a queuing system for in-person service quality at a Peruvian public entity
DOI:
https://doi.org/10.18050/regunt.v5i2.04Keywords:
Institutional innovation, Public management, Citizen service, Administrative modernization, Program evaluationAbstract
This research aligned with Sustainable Development Goal (SDG) No. 9, focused on institutional innovation and the improvement of service infrastructures. Its purpose was to determine the impact of implementing a queue management system on the quality of in-person service in a Public Entity in Lima, during 2025. The study was applied, with a quantitative approach, explanatory level, and pre-experimental design with a single group and pretest-posttest measurements. The unit of analysis consisted of records from the physical service channel, and the sample was selected through simple random sampling. A validated observation sheet, reviewed by expert judgment and tested for reliability using the test-retest method, was used. The results showed improvements in the analyzed dimensions: efficiency, satisfaction, and perceived service security, along with their related indicators. The Wilcoxon test confirmed statistically significant differences between pretest and posttest. It is concluded that the implementation of the queue system improved service efficiency, satisfaction, and perceived security. This solution is viable, replicable, and useful for strengthening institutional legitimacy and enhancing the citizen experience in face-to-face service contexts the dropout rate decreased from 6.94% to 4.87%. Wilcoxon tests confirmed that these differences were statistically significant (p < .001). Finally, it was concluded that the implementation of the queue system improved efficiency, satisfaction, and perceived safety of the service. This solution is viable, replicable, and useful for strengthening institutional legitimacy and the citizen experience in face-to-face service contexts. Keywords: Institutional innovation, Public management, Citizen attention, Administrative modernization, Program evaluation.
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