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Satisfacción de los usuarios de la empresa Eléctrica CNEL - Los Ríos
| dc.contributor.advisor | Toscano Ruiz, Fabián | |
| dc.contributor.author | Pérez Lazo, Angélica María | |
| dc.date.accessioned | 2021-11-19T16:04:03Z | |
| dc.date.available | 2021-11-19T16:04:03Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/10601 | |
| dc.description | The investigation was developed within the framework of the (National Electricity Corporation), specifically in the Los Ríos CNEL EP Business Unit, which has seven agencies in the Province of Los Ríos, including its headquarters which is located in the Babahoyo city. The objective of this research was to determine the level of user satisfaction in relation to the service offered by this Business Unit. The methodology used is descriptive in nature, where techniques such as the survey were used, which was applied to 350 users using forms on the Google platform, and the interview that was applied to the leader of the customer service area. Among the main problems encountered and that generate dissatisfaction in users, are: High charges in consumption sheets due to inconsistencies in meter readings, Charging of additional values due to non-timely payment of schedules, impact due to voltage variation of the electric flow in the homes and public lighting in poor condition. It was also possible to detect that users have an acceptable perception of the organizational environment in the customer service area. The Los Ríos CNEL EP Business Unit to provide a quality service, considering that there is a Covid-19 Pandemic context, has contracted services from private companies to collect information from meters, cut off service and reconnect the service. Likewise, it has the service of Mixed Commercial Transport Companies, to attend to the problems in the different sectors. | es_ES |
| dc.description | The investigation was developed within the framework of the (National Electricity Corporation), specifically in the Los Ríos CNEL EP Business Unit, which has seven agencies in the Province of Los Ríos, including its headquarters which is located in the Babahoyo city. The objective of this research was to determine the level of user satisfaction in relation to the service offered by this Business Unit. The methodology used is descriptive in nature, where techniques such as the survey were used, which was applied to 350 users using forms on the Google platform, and the interview that was applied to the leader of the customer service area. Among the main problems encountered and that generate dissatisfaction in users, are: High charges in consumption sheets due to inconsistencies in meter readings, Charging of additional values due to non-timely payment of schedules, impact due to voltage variation of the electric flow in the homes and public lighting in poor condition. It was also possible to detect that users have an acceptable perception of the organizational environment in the customer service area. The Los Ríos CNEL EP Business Unit to provide a quality service, considering that there is a Covid-19 Pandemic context, has contracted services from private companies to collect information from meters, cut off service and reconnect the service. Likewise, it has the service of Mixed Commercial Transport Companies, to attend to the problems in the different sectors. | es_ES |
| dc.description.abstract | La investigación se desarrolló en el marco de la Corporación Nacional de Electricidad, específicamente en La Unidad de Negocios Los Ríos CNEL EP, la misma que cuenta con siete agencias en la Provincia de Los Ríos, incluyendo su sede matriz que está ubicada en la Ciudad de Babahoyo. El objetivo de esta investigación consistió en determinar el nivel de satisfacción de los usuarios en relación al servicio que ofrece esta Unidad de Negocios. La metodología empleada es de carácter descriptivo, donde se utilizó técnicas como la encuesta, que fue aplicada a 350 usuarios mediante formularios de la plataforma Google y la entrevista que fue aplicada al líder del área de atención al cliente. Entre los principales problemas encontrados y que generan insatisfacción en los usuarios, son: Cobros elevados en planillas de consumo debido a inconsistencias de lecturas de medidores, Cobro de valores adicionales por no pago oportuno de planillas, afectación por variación de voltaje del flujo eléctrico en los hogares y por luminarias públicas en mal estado. También se pudo detectar que los usuarios tienen una percepción aceptable del ambiente organizacional en el área de servicio al cliente. La Unidad de Negocios Los Ríos CNEL EP para brindar un servicio de calidad, considerando que existe un contexto de Pandemia Covid-19, ha contratado servicios de compañías privadas para la toma de información de medidores, corte de servicio y reconexión del servicio. Así mismo, cuenta con el servicio de Compañías de transporte Mixto Comercial, para atender los problemas en los diferentes sectores. | es_ES |
| dc.format.extent | 30 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2021 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Covid-19 | es_ES |
| dc.subject | CNEL EP | es_ES |
| dc.subject | Satisfacción del usuario | es_ES |
| dc.subject | Servicio al cliente | es_ES |
| dc.title | Satisfacción de los usuarios de la empresa Eléctrica CNEL - Los Ríos | es_ES |
| dc.type | bachelorThesis | es_ES |
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