Bibliographic citations
Chavez, F., (2021). Manejo de la gestión de reclamos del equipo comercial Breña de Sedapal y su relación con la satisfacción de los usuarios [Universidad Nacional Agraria La Molina]. https://hdl.handle.net/20.500.12996/4846
Chavez, F., Manejo de la gestión de reclamos del equipo comercial Breña de Sedapal y su relación con la satisfacción de los usuarios []. PE: Universidad Nacional Agraria La Molina; 2021. https://hdl.handle.net/20.500.12996/4846
@misc{sunedu/3951647,
title = "Manejo de la gestión de reclamos del equipo comercial Breña de Sedapal y su relación con la satisfacción de los usuarios",
author = "Chavez Ponce, Fernando Segundo",
publisher = "Universidad Nacional Agraria La Molina",
year = "2021"
}
In Peru, there are various Provider Companies in charge of providing drinking water and sewerage services; however, in the city of Lima, the company in charge of carrying out this activity is Sedapal, and as for all companies, it is vitally important that it be able to identify its strengths and weaknesses, to enhance and minimize them, respectively. It has been shown that adequate access to sanitation services has a direct impact on the quality of life of human beings, in that sense, Service Providers that wish to have satisfied clients are obliged to detect the problems that are occurring in attending to these needs, so one way to identify problems is through the attention given to claims submitted by customers. In the case of Sedapal, it has been verified that during 2018 commercial claims related to billing at the Breña Service Center, on average, have increased by 43%, compared to 2017, the highest incidence of which has been recorded in claims filed under the typologies of measured consumption and average consumption; However, in 2019, complaints received represented has allowed to have more satisfied customers with the service provided
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