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Satisfacción de los usuarios de la empresa Cnel. ep en agencia Vinces
| dc.contributor.advisor | Julio, Mora Aristega | |
| dc.contributor.author | Bonilla Muñoz, Dariana Gabriela | |
| dc.date.accessioned | 2022-05-22T00:59:09Z | |
| dc.date.available | 2022-05-22T00:59:09Z | |
| dc.date.issued | 2022 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/11728 | |
| dc.description | 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. | es_ES |
| dc.description | 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. | es_ES |
| dc.description.abstract | El presente estudio de caso pretende dar a conocer el grado de satisfacción que tienen los usuarios que reciben los servicios de la Empresa Eléctrica Pública Estratégica Corporación Nacional de Electricidad CNEL EP en la Agencia de la ciudad de Vinces, la misma que tiene una serie de problemas los cuales han causado disgustos en las personas, como lo es la falta de personal, ya que no cuentan con los trabajadores suficientes para culminar a tiempo las tareas asignadas, de igual manera la falta de personal en el área técnica ha afectado a muchos que han tenido fallas con su energía eléctrica y no se les han dado una solución inmediata. Por otra parte, la falta de coordinación con la compañía de corte ha causado molestias, ya que no comunican su llegada al cantón; la falta de socializaciones con los usuarios es otro problema porque la mayoría no conoce sobre los canales de información que tiene la empresa. Además, los usuarios se sienten afectados por las medidas de prevención por COVID-19 ya que no pueden realizar pagos en la agencia, si no que deben acudir a un banco; como otro punto, la empresa no cuenta con cubículos de atención, por lo que para el servicio al cliente es difícil escuchar lo que el cliente le quiera comunicar; por último, los guardias no cuentan con información sobre requisitos para algún trámite y por ende los usuarios tienen que hacer fila. Para el estudio de caso se utilizaron dos instrumentos necesarios para el análisis de la Empresa Eléctrica de la ciudad de Vinces, los cuales son los siguientes: la encuesta aplicada a los usuarios que visitan la Agencia y la entrevista realizada a la Agente de Agencia, con el objetivo de recolectar información importante y suficiente para el desarrollo del mismo. Finalmente, se puede concluir que los usuarios que reciben alguna clase de servicio no se sienten muy satisfechos por la función que cumplen los trabajadores de la Agencia Vinces. | es_ES |
| dc.format.extent | 38 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2022 | 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 | Satisfacción Del Usuario | es_ES |
| dc.subject | Servicio Al Cliente | es_ES |
| dc.subject | Cliente | es_ES |
| dc.subject | Empresa Eléctrica | es_ES |
| dc.subject | Falta De Personal | es_ES |
| dc.title | Satisfacción de los usuarios de la empresa Cnel. ep en agencia Vinces | es_ES |
| dc.type | bachelorThesis | es_ES |
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