Análisis del proceso de Atención al Usuario en la Gerencia Comercial de la Empresa Pública del Agua EPA EP

Abstract

The main objective of this case analysis is to analyze the customer service processes implemented by the Public Water Company EPA EP to achieve the degree of satisfaction and response to the customers of the Daule - Santa Elena transfer system located between the provinces of Guayas and Santa Elena, system that provides operation and maintenance service to the water infrastructure and allows the irrigation of areas that are excluded from natural water tributaries, generating agricultural growth to these sectors. The current research determine the impact of these processes on the response to complaints or requests from users in the month of September 2020. The research has a descriptive level with a quantitative approach, surveys were applied to users who visited the customer service unit of the commercial management of EPA EP. It was concluded that there is a low level of time response to the requests presented by users. The research also highlighted other aspects such as customer treatment and users knowledge about requirements.