Satisfacción de los altos consumidores en relación a la calidad del servicio de agua potable de la ciudad de Guayaquil.

Abstract

This document analyzes the satisfaction of the basic service of providing water in Guayaquil and other complementary services for the high consumers of the city. The study is focused on this niche because it represents a strong participation on the total monthly billing of about 30%. This analysis allows the company to determine the improvements that are implemented within its service approaches. Through the tool of the Service Performance model (Servperf) proposed by Cronin and Taylor, experts in empirical research in companies dedicated to services, affirmed that quality and satisfaction are closely related. The researchers propose to qualify the perception in the total services by five dimensions, focusing on the factors of tangibility, reliability, empathy, responsiveness and security. The methodology for the evaluation of high consumers in relation to the potable water service of the city of Guayaquil focused on an exploratory factor analysis and regression models to propose a plan for improvements in the services offered by the concession. In conclusion, the results of the analysis showed that the perception of quality of service is acceptable with the option of improvement in the dimensions of reliability, empathy and responsiveness. For this reason, it was proposed to implement action plans with contractors and information exchange to increase consumer satisfaction.