Propuesta estratégica para mejorar los niveles de satisfacción de los usuarios en la matriz de la Empresa Municipal de Agua Potable y Alcantarillado de Riobamba (EP-EMAPAR)

Abstract

This final graduation work is a "Strategic Proposal to Improve the Levels of Users’ Service Satisfaction in the main building of Empresa Municipal de Agua Potable y Alcantarillado (EP-EMAPAR)". Its purpose was to seek customer satisfaction through the present proposal. To develop the study case, methods like bibliographic and documentary research field were used by tools aimed at the company users and the administrative staff. The tools are, the survey and the interview, which served to gather important information. The results reflect that users receive a deficient level of service satisfaction in issues such as accountability and responsiveness from the company employees. In safety, empathy and specific satisfaction criteria users rate the service as unsatisfactory. In the same way, in terms of buildings, equipment, and other tangible ítems, users define it as a regular service which is within the dissatisfaction range. In conclusion, the elaboration of this strategic proposal will contribute to the development and growth of the institution, guaranteeing the users’ satisfaction and the strengthening of the institutional image. Finally, it is recommended to carry out a management of continuous improvement in the service to get the users satisfaction.