Satisfacción de los usuarios de la empresa Cnel. ep en agencia Vinces
This case study aims to show the degree of satisfaction of users who receive the services of the Strategic Public Electricity Company National Electricity Corporation CNEL EP in the Agency of the city of Vinces, which has a number of problems which have caused displeasure in people, such as lack of...
שמור ב:
| מחבר ראשי: | |
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| פורמט: | bachelorThesis |
| יצא לאור: |
2022
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| נושאים: | |
| גישה מקוונת: | http://dspace.utb.edu.ec/handle/49000/11728 |
| תגים: |
הוספת תג
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הוספת תג | סיכום: | This case study aims to show the degree of satisfaction of users who receive the services of the Strategic Public Electricity Company National Electricity Corporation CNEL EP in the Agency of the city of Vinces, which has a number of problems which have caused displeasure in people, such as lack of staff, as they do not have enough workers to complete the assigned tasks on time, similarly the lack of staff in the technical area has affected many who have had failures with their electrical energy and have not been given an immediate solution. On the other hand, the lack of coordination with the utility company has caused inconveniences since they do not communicate their arrival in the canton; the lack of socialization with the users is another problem because most of them do not know about the information channels that the company has. In addition, users feel affected by COVID-19 preventive measures because they cannot make payments at the agency and must go to a bank; the company does not have customer service cubicles, so it is difficult for customer service to hear what the client wants to communicate; finally, the guards do not have information on the requirements for any procedure, so users have to wait in line. For the case study, two necessary instruments were used for the analysis of the Electric Company of the city of Vinces, which are the following: the survey applied to the users who visit the Agency and the interview with the Agency Agent, with the objective of collecting important and sufficient information for the development of the study. Finally, it can be concluded that the users who receive some kinds of service do not feel very satisfied with the function performed by the workers of the Vinces Agency. |
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