Evaluation Model about Behavior, Quality Perception and Satisfaction of the Drinking Water Service in Trujillo- Peru

Abstract

The present research had as an objective to develop an evaluation model about behavior, quality perception and user´s satisfaction of the drinking water service regarding the drinking water service in Trujillo - Peru in the year 2018. The population was made up of the inhabitants with drinking water connections in the district of Trujillo that make a total of 62,166. The sample was made up of 651 people who reside in the district. The applied technique was the survey and the instrument was the questionnaire, which includes the user´s characterization, the user´s environmental behavior, either connected or not connected to public network. The results obtained were the habits and/or customs in the use of water by the users of the drinking water service and 14% believe that it is convenient; as far as the repairs on the public network in the users of the drinking water service, 92% do it externally and in relation to the sanitary guarantee in the drinking water by the users of the drinking water service, 61% consider it moderate. It is concluded that there is an optimal evaluation model about behavior, quality perception and user´s satisfaction regarding the drinking water service in Trujillo-Peru-2018.

Keywords

• evaluation
• users satisfaction
• quality perception
• water
• behavior