Perceptions of Service Quality in Latin American State Institutions

The objective of this study is to analyze the factors that influence the perception of service quality in Peruvian state entities, with special emphasis on administrative efficiency, transparency and technological accessibility. To this end, a quantitative approach was used by applying a structured survey to 1, 200 Peruvian citizens, both urban and rural, who had used public services in the last 12 months. The data collected were analysed by multiple linear regression using SPSS software to determine the relationship between key factors and citizen satisfaction. The results indicate that administrative efficiency is the factor that most influences the perception of service quality, with a coefficient of 0.41, followed by transparency (0.37) and technological accessibility (0.26). Significant differences were also identified between urban and rural areas, with urban areas having higher levels of satisfaction due to better accessibility to digital services. In terms of conclusions, it is highlighted that efficiency and transparency are key determinants for improving citizen perception of public services. However, the digital divide between urban and rural areas poses a major challenge, limiting equitable access to public services. The study suggests the need for continued administrative reforms and improved technological infrastructure in rural areas to reduce these disparities. This work contributes to the field of public service quality in Latin America, providing Peru-specific evidence that can guide future reforms and policies.