Análisis de la percepción ciudadana de los servicios comerciales prestados por la Unidad de Negocio Manabí de la Corporación Nacional de Electricidad CNEL – EP. Periodo 2021-2022.

Abstract

The study aims to analyze the perception of the inhabitants of the city of Manta on the services provided by the electric company CNEL EP, based on the definitions of various factors that help to obtain a clearer view of the terms and concepts that help to achieve the objectives set out in this project. In order to achieve the proposed objectives, a descriptive methodology with a quantitative approach was used, having as population the inhabitants of the city of Manta, with a probabilistic sampling that resulted in 383 inhabitants who are part of the Economically Active Population (EAP) of the locality; having as an instrument the survey based on the dimensions of reliability, satisfaction and safety. Among the results were found deficiencies in the trust of society with the company's service, as well as low satisfaction due to dissatisfaction with the information provided and rates; safety is favorable, being efficient in the resolution of problems. They conclude that the perception that citizens have of the commercial service of the public electric company CNEL-EP of the city of Manta is deficient and that there are aspects to improve that limit the corporate image and the growth of the organization.