Análisis de la percepción de la calidad del servicio comercial de energía eléctrica en el cantón La Maná.
The development of this research work entitled, analysis of the perception of the electrical service of ELEPCO S.A, had the purpose of knowing the perception of the customers of the service regarding its quality. For this, an investigation was carried out with a mixed approach, of a descriptive type...
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| Format: | bachelorThesis |
| Idioma: | spa |
| Publicat: |
2024
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| Accés en línia: | http://repositorio.utc.edu.ec/handle/27000/11800 |
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Afegir etiqueta | Sumari: | The development of this research work entitled, analysis of the perception of the electrical service of ELEPCO S.A, had the purpose of knowing the perception of the customers of the service regarding its quality. For this, an investigation was carried out with a mixed approach, of a descriptive type, with the purpose of describing the existing problems in the electrical company and offering alternative solutions for an improvement of the equipment and networks that guarantee good service, in addition to documentary research with the which all the theoretical and field support was developed, because the site was visited to collect the data. Among the main information collection techniques, a survey was used, through a SERVQUAL questionnaire, for the perception of service quality and user satisfaction, which assesses 5 dimensions, Reliability, Security, Tangible Aspects, Empathy and Sensitivity, the same as applied to the population, which was made up of the clients of the company ELEPCO S.A, and through the application of simple random sampling, a sample of 400 clients was selected to whom the aforementioned instrument was applied. Among the main results obtained based on the perception of the service in each of the SERVQUAL dimensions, it was neutral, average or indifferent, while, in general, 49% of the clients were satisfied with the service, 27% % stated that they perceived a level of high quality in the services, and the remaining 24% considered that the quality of the service provided was low. Meanwhile, among the dimensions, reliability was medium at 59%, sensitivity was medium at 51%, security, 56% neutral, empathy with 52%, while in the tangible aspects it was the unified dimension that had a high quality perception. It is concluded that users are neither satisfied nor dissatisfied with the service they receive, highlighting that an important part, that is, 3 out of every 10 customers surveyed, consider that they feel very satisfied with the service, that is, it meets their expectations for what they consider the quality to be high; For their part, 2 out of 10 are dissatisfied with the service provided by the electricity company, that is, the quality of the service is low. The beneficiaries of the project are the company, the users of the service, as well as the community in general and the impact is positive on a social level, because it contributes to improving the quality of life of the people of the canton, as well as economically, It helps reduce the company's operating costs by being able to identify shortcomings and correct them immediately, while in the technical field it contributes to the improvement of the infrastructure of electrical equipment and networks. A proposal is recommended that contains strategies aimed at improving the service provided by ELEPCO, each of them with its respective action plan, responsible parties, activities, execution times and approximate budget to be implemented in the future by the company. |
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