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Allende, G., Lopez, G. (2024). Gestión de reclamos en la Empresa Electro Sur Este Sociedad Anónima Abierta de la provincia de Cusco, 2023 [Universidad Andina del Cusco]. https://hdl.handle.net/20.500.12557/7105
Allende, G., Lopez, G. Gestión de reclamos en la Empresa Electro Sur Este Sociedad Anónima Abierta de la provincia de Cusco, 2023 []. PE: Universidad Andina del Cusco; 2024. https://hdl.handle.net/20.500.12557/7105
@misc{renati/1126774,
title = "Gestión de reclamos en la Empresa Electro Sur Este Sociedad Anónima Abierta de la provincia de Cusco, 2023",
author = "Lopez Contreras, Gabriel",
publisher = "Universidad Andina del Cusco",
year = "2024"
}
Title: Gestión de reclamos en la Empresa Electro Sur Este Sociedad Anónima Abierta de la provincia de Cusco, 2023
Authors(s): Allende Ardiles, Gerald Amit; Lopez Contreras, Gabriel
Advisor(s): Leon Casafranca, María del Carmen
Keywords: Gestión de reclamos; Quejas; Atención al cliente; Reconsideración
OCDE field: https://purl.org/pe-repo/ocde/ford#5.02.04
Issue Date: 12-Sep-2024
Institution: Universidad Andina del Cusco
Abstract: El presente artículo se centra en el estudio titulado Gestión de Reclamos en Electro Sur Este
Sociedad Anónima Abierta, Provincia de Cusco, 2023. El objetivo principal de esta
investigación fue describir cómo se lleva a cabo la gestión de reclamos en dicha empresa,
tomando en cuenta aspectos como la metodología utilizada, el enfoque, el diseño y el alcance
del estudio. En cuanto a la metodología empleada, se trató de una investigación de tipo básica,
con un enfoque cuantitativo y un diseño no experimental. El alcance del estudio fue descriptivo,
y la población objetivo estuvo conformada por un total de 591 usuarios. La muestra
seleccionada consistió en 233 usuarios que habían presentado un reclamo y habían completado
el proceso administrativo. Para recopilar los datos, se utilizó una encuesta con preguntas de
respuesta cerrada. Los resultados obtenidos revelaron que la gestión de reclamos en Electro
Sur Este Sociedad Anónima Abierta es evaluada como regular por parte de los usuarios el
porcentaje de respuestas obtenidas fue con un promedio general de 3.03, lo cual indica una
calificación promedio regular en términos de satisfacción de los usuarios, donde el Acuerdo de
partes obtuvo un promedio de 2.70 calificado como regular, asimismo se observó que los
Medios probatorios obtuvieron un promedio de 2.79 calificado como regular, , respecto a la
Resolución de reclamo obtuvo un promedio de 2.57 calificado como bajo , en cuanto al Silencio
Administrativo positivo se sabe que obtuvo un promedio de 3.37 calificado como regular,
respecto a los Recursos Administrativos se sabe que obtuvo un promedio de 2.76 calificado
como regular, respecto a la Remisión Del Expediente Administrativo se sabe que obtuvo un
promedio de 3.98 calificado como alto.
En conclusión, de acuerdo con los hallazgos de esta investigación, se puede afirmar que la
gestión de reclamos en ESESAA en la provincia de Cusco, en el año 2023, presenta áreas de
mejora. Estos resultados servirán como base para proponer recomendaciones y estrategias que
contribuyan a optimizar el proceso de gestión de reclamos en la empresa, con el objetivo de
mejorar la satisfacción de los usuarios y fortalecer la relación entre la organización y sus
clientes.
The present article focuses on the study titled "Claim Management at Electro Sur Este Sociedad Anónima Abierta, Cusco Province, 2023." The main objective of this research was to describe how claim management is carried out in this company, taking into account aspects such as the methodology used, the approach, the design, and the scope of the study. Regarding the methodology employed, it was a basic research with a quantitative approach and a nonexperimental design. The scope of the study was descriptive, and the target population consisted of a total of 591 users. The selected sample consisted of 233 users who had filed a claim and completed the administrative process. A survey with closed -ended questions was used to collect the data. The results revealed that claim management at Electro Sur Este Sociedad Anónima Abierta is rated as average by users, with an overall response average of 3.03, indicating an average level of satisfaction. Specifically, the Agreement between parties received an average rating of 2.70, classified as average. The Evidentiary Means received an average rating of 2.79, also classified as average. The Resolution of claims received an average rating of 2.57, classified as low. The Positive Administrative Silence received an average rating of 3.37, classified as average. Administrative Remedies received an average rating of 2.76, classified as average. Finally, the Referral of the Administrative File received an average rating of 3.98, classified as high. In conclusion, according to the findings of this research, it can be stated that claim management at ESESAA in the Cusco province in 2023 shows areas for improvement. These results will serve as a basis for proposing recommendations and strategies to optimize the claim management process in the company, with the aim of improving user satisfaction and strengthening the relationship between the organization and its customers.
The present article focuses on the study titled "Claim Management at Electro Sur Este Sociedad Anónima Abierta, Cusco Province, 2023." The main objective of this research was to describe how claim management is carried out in this company, taking into account aspects such as the methodology used, the approach, the design, and the scope of the study. Regarding the methodology employed, it was a basic research with a quantitative approach and a nonexperimental design. The scope of the study was descriptive, and the target population consisted of a total of 591 users. The selected sample consisted of 233 users who had filed a claim and completed the administrative process. A survey with closed -ended questions was used to collect the data. The results revealed that claim management at Electro Sur Este Sociedad Anónima Abierta is rated as average by users, with an overall response average of 3.03, indicating an average level of satisfaction. Specifically, the Agreement between parties received an average rating of 2.70, classified as average. The Evidentiary Means received an average rating of 2.79, also classified as average. The Resolution of claims received an average rating of 2.57, classified as low. The Positive Administrative Silence received an average rating of 3.37, classified as average. Administrative Remedies received an average rating of 2.76, classified as average. Finally, the Referral of the Administrative File received an average rating of 3.98, classified as high. In conclusion, according to the findings of this research, it can be stated that claim management at ESESAA in the Cusco province in 2023 shows areas for improvement. These results will serve as a basis for proposing recommendations and strategies to optimize the claim management process in the company, with the aim of improving user satisfaction and strengthening the relationship between the organization and its customers.
Link to repository: https://hdl.handle.net/20.500.12557/7105
Discipline: Administración
Grade or title grantor: Universidad Andina del Cusco. Facultad de Ciencias Económicas, Administrativas y Contables
Grade or title: Licenciado en Administración
Juror: Carazas Araujo, Evelyn Jesus; Loayza Rojas, Ebert; Cancapa Malaga, Augusta
Register date: 11-Dec-2024
This item is licensed under a Creative Commons License