Perception of Corporate Social Responsibility and Its Influence on the Quality of Service of the Sanitation Service Provider Tacna S.A., 2021

Abstract

The objective of this research is to determine the influence of the perception of corporate social responsibility on the quality of service of the Entidad Prestadora de Servicios de Saneamiento Tacna S.A., 2021; of pure or basic type, explanatory scope, non-experimental design, the data were collected by cross section, the sample is of 383 users, under the quantitative approach. It was found that 83.0% of the users perceive as inadequate the corporate social responsibility that characterizes the entity, the most worrying dimension being “Environmental balance”; and 58.7% perceive as inadequate the quality of the entity's service, the most worrying dimension being “Reliability”. It is concluded that the perception of corporate social responsibility significantly influences the quality of service of the Entidad Prestadora de Servicios de Saneamiento Tacna S.A., given that a chi-square value = 333.586 and p = 0.000 was obtained, complemented by the Nagelkerke coefficient = 0.744; and similarly, there is an influence of each of the CSR dimensions on the quality of service.