Bibliographic citations
Flores, W., Viena, J. (2023). Reclamos de los usuarios y el procedimiento administrativo en EMAPA San Martín – SUNASS, 2021 [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/5293
Flores, W., Viena, J. Reclamos de los usuarios y el procedimiento administrativo en EMAPA San Martín – SUNASS, 2021 []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2023. http://hdl.handle.net/11458/5293
@misc{renati/1059254,
title = "Reclamos de los usuarios y el procedimiento administrativo en EMAPA San Martín – SUNASS, 2021",
author = "Viena Pinedo, Jose Miguel",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2023"
}
The general objective of the research entitled "User complaints and the administrative procedure at EMAPA San Martín - SUNASS, 2021" was to determine the influence of the administrative procedure on the effectiveness of user complaints at EMAPA San Martín - SUNASS, 2021. Specific objectives were: (1) To determine the number of claims according to their typology in the Empresa Municipal de Servicio de Agua Potable y Alcantarillado (Municipal Water and Sewage Service Company) of San Martín Sociedad Anónima (EMAPA San Martín S.A.) - SUNASS, 2021; and, (2) To qualify the administrative procedure in all its stages in the Empresa Municipal de Servicio de Agua Potable y Alcantarillado (Municipal Water and Sewage Service Company) of San Martín Sociedad Anónima (EMAPA San Martín S.A.) SUNASS, 2021. The study variables were: user complaints and administrative procedure. The research was developed under a quantitative approach, being basic and with a descriptive level. The population and sample consisted of 50 resolutions of first instance claims, using documentary analysis as a technique and the documentary analysis guide as a collection instrument. The following results were obtained: the most frequent complaint during the year 2021 in EPS EMAPA San Martín S.A., according to its typology, was the commercial complaint related to invoicing (96%), compared to 0% of operational complaints and 4% of complaints not related to invoicing. It was evidenced that the stages of the administrative claims procedure were followed in all types of claims. Regarding the investigation stage, 96% of the evidentiary means were used, compared to 4% in which no such means were used. In the conciliation stage, 98% did not reach an agreement compared to 2% in which an agreement was reached; and in the decision stage, 72% of the resolutions were declared unfounded compared to 28% in which they were. With respect to the influence of the administrative procedure on the effectiveness of users' complaints, when crossing the variables, it was found that the highest percentage of substantiated complaints reached 92.9% in cases where there was an investigation but no conciliation, compared to 7.1% where there was an investigation and also conciliation, and 0.0% with no cases where there was neither investigation nor conciliation. In the case of unfounded claims, the highest percentage was 94.4% in cases involving investigation but no conciliation, compared to 0.0% in cases where there was no investigation and no conciliation, and 5.6% in cases where there was no investigation or conciliation. It was concluded that the administrative procedure does not influence the effectiveness of user complaints in EMAPA San Martín, during the year 2021, because the significance value was 0.187, which is greater than 0.05, with a 95% level of reliability. Therefore, the null hypothesis is accepted and the alternative hypothesis is rejected.
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