Medición de los niveles de satisfacción del cliente interno y externo de la Corporación Nacional de Electricidad EP, de la ciudad de Guaranda provincia de Bolívar

Abstract

The purpose of this work is the satisfaction levels of internal and external clients of the National Electricity Corporation EP, of the city of Guaranda Provincia Bolívar, with the objective of serving the external and internal customer service. Bases in the conduct of interviews and surveys applied to internal and external clients in this practice that in the knowledge, in the problematic, in the realization of this survey, in the use of the base of the original Servqual questionnaire, the same that has been modified according to the institution, it is determined what questions with five dimensions, 17 questions and five answer items according to Rensis Likert's escalation. With the internal data it can be determined that there are dimensions with levels of satisfaction in both internal customers and external customers. The proposal presents basic strategies that help maintain levels of internal customer satisfaction, and strategies to improve the dimensions with difficulties for external customers.