Application of Regulation 005/18 of the ARCONEL and the Satisfaction Levels of the Consumers of Electrical Companies in Ecuador

Abstract

In recent decades, electricity has become the primary axis for strengthening industrial development. This comes with an increased demand for electrical power. The aspect of fitting into an Electric Future, with energy as the basis of development for society, makes it necessary to have different networks, with new technological growth opportunities and expectations. The challenge is to become a platform for distributed services, which is why the transformation of the electrical sector requires innovation and achieving national and international quality standards through the adoption of new and best practices. This research sought to determine the relationship between the application of ARCONEL regulation 005/2018 and the satisfaction levels of the consumers of electrical services, by complying with the quality indexes of the marketing and distribution processes and analyzing the aspects of generation, transmission, sub-transmission, and distribution of electricity. First, the bibliographic review was carried out of publications directly addressing issues connected with this research. Then, a user survey and an interview with EERSA officials were conducted to establish and understand the object of the study using the data provided by the participants. With this, it was identified that service quality indicators must be included in the strategic planning of the institution so that they are evaluated and also to implement incentive programs that involve the workers to achieve the institutional objectives and goals.

Keywords

• quality of the electrical service, marketing, distribution regulation 005/2018 arconel, customer satisfaction.