Citas bibligráficas
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"
}
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.
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