Evaluación de la calidad del servicio eléctrico del cliente residencial mediante la aplicación de encuesta

Evaluation of the quality of the electrical service of the residential customer through the application of a survey

Abstract

The objective of this research was to determine the relationship that exists between service quality and customer satisfaction in the subtransmission networks of the province of Santiago de Cuba in the year 2023; The research becomes important and it is necessary to allow to know the worrying aspects of the quality of service and customers satisfaction in the networks analized. The study is descriptive, correlational with a quantitative approach, the design was non-experimental, cross-sectional, by a survey; The population studied was made up of an estimated 362,749 customers and finally a random sample of 1,486 clients was obtained. According to the results, it-is has founded evidence that there is a significant and direct relationship between service quality and customer satisfaction, although the same does not occur in clients that are more distant or have a lower quality threshold.