<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2218-3620</journal-id>
<journal-title><![CDATA[Revista Universidad y Sociedad]]></journal-title>
<abbrev-journal-title><![CDATA[Universidad y Sociedad]]></abbrev-journal-title>
<issn>2218-3620</issn>
<publisher>
<publisher-name><![CDATA[Editorial "Universo Sur"]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2218-36202024000300127</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Experiencia del Cliente: Análisis de la Calidad del Servicio en ELECGALAPAGOS S.A]]></article-title>
<article-title xml:lang="en"><![CDATA[Customer Experience: Analysis of Service Quality at ELECGALAPAGOS S.A]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Merchán Llore]]></surname>
<given-names><![CDATA[Diego]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Villamar Pincay]]></surname>
<given-names><![CDATA[Martha]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Tecnológica Empresarial de Guayaquil  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Ecuador</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2024</year>
</pub-date>
<volume>16</volume>
<numero>3</numero>
<fpage>127</fpage>
<lpage>133</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S2218-36202024000300127&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S2218-36202024000300127&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S2218-36202024000300127&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN El presente estudio, tiene el interés de evaluar la calidad del servicio y la satisfacción del usuario de la Empresa Eléctrica Provincial Galápagos ELECGALÁPAGOS en el cantón San Cristóbal. Para ello se realizó un análisis cuantitativo donde se examina la calidad del servicio percibido en contraste con la del servicio esperado, permitiendo conocer las debilidades de la institución y plantear alternativas de mejora y conseguir subir los niveles de satisfacción del cliente. La metodología utilizada fue de tipo descriptivo, proporcionando información esencial sobre el comportamiento de las variables latentes y observadas. El constructo utilizado es el SERVQUAL, que mide la calidad de servicio; el instrumento incluye 22 indicadores, divididas en cinco dimensiones (elementos tangibles, fiabilidad, capacidad de respuesta, seguridad, empatía). La escala de medición del constructo es en Likert, donde 1 representa totalmente en desacuerdo y 7 totalmente de acuerdo. Lo resultados mostraron brechas significativas en elementos "Fiabilidad" específicamente en la terminación del servicio en el tiempo previsto y cumplimiento de promesas. La "Capacidad de respuesta" y "Seguridad" también muestran brechas negativas. Mientras que "Empatía" muestra áreas de fortaleza, como la atención individualizada y la atención personalizada. Es crucial que la empresa eléctrica identifique y adopte medidas correctivas para continuar elevando la percepción positiva del usuario.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT 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 &#8220;Responsiveness&#8221; and &#8220;Security&#8221;. However, the areas of strength in the &#8220;Empathy&#8221; 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.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Calidad]]></kwd>
<kwd lng="es"><![CDATA[Servicio]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción del usuario]]></kwd>
<kwd lng="es"><![CDATA[Modelo SERVQUAL]]></kwd>
<kwd lng="es"><![CDATA[ELECGALAPAGOS]]></kwd>
<kwd lng="en"><![CDATA[Quality]]></kwd>
<kwd lng="en"><![CDATA[Service]]></kwd>
<kwd lng="en"><![CDATA[User satisfaction]]></kwd>
<kwd lng="en"><![CDATA[SERVQUAL model,ELECGALAPAGOS]]></kwd>
</kwd-group>
</article-meta>
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