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Revista Universidad y Sociedad

On-line version ISSN 2218-3620

Abstract

MERCHAN LLORE, Diego  and  VILLAMAR PINCAY, Martha. Customer Experience: Analysis of Service Quality at ELECGALAPAGOS S.A. Universidad y Sociedad [online]. 2024, vol.16, n.3, pp. 127-133.  Epub June 30, 2024. ISSN 2218-3620.

This study aims to evaluate the service quality of Galápagos Provincial Electric Company ELECGALÁPAGOS in San Cristóbal. To achieve this, we carried out a quantitative analysis that examines the perceived service quality in contrast with the expected service. We used a descriptive methodology that provided essential information on the behavior of the latent and observed variables. The construct used is SERVQUAL. The instrument includes 22 indicators divided into five dimensions: tangible elements, reliability, responsiveness, security, and empathy. We used the Likert measurement scale, where one represents total disagreement and seven total agree. The results showed significant gaps in "Reliability" elements, specifically in completing the service on time and fulfilling promises. There were also negative gaps in “Responsiveness” and “Security”. However, the areas of strength in the “Empathy” dimension were individualized attention and personalized attention. This contributes to identifying the weaknesses of the institution's quality service management and adopting corrective measures to continue raising positive user perception.

Keywords : Quality; Service; User satisfaction; SERVQUAL model,ELECGALAPAGOS.

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