EVALUACIÓN DE LA PERCEPCIÓN CIUDADANA SOBRE EL SERVICIO COMERCIAL DE ENERGÍA ELÉCTRICA DE LA UNIDAD DE NEGOCIOS SANTA ELENA DE CNEL-EP.

Abstract

This study focuses on evaluating citizen perception of the electric power service of CNEL-EP's Santa Elena Business Unit in Ecuador, recognizing the importance of citizen perception in user satisfaction and service quality. Electric power, especially since the COVID-19 pandemic, is considered fundamental to daily life. The methodology of the study involves surveys of the applied instrument of Macías & Villegas (2020) in the Milagro Business Unit of CNEL-EP, whose Likert-type scale questionnaire measures user perception and satisfaction. Its objective is to identify areas of improvement and strengths of the electric power company in order to make strategic decisions and improve the quality of service. This project is relevant both in the public administration and in the energy sector, as it has an impact on the company's reputation and decision making.