Public management model for customer service in an electric energy distribution and marketing company

Abstract

A public management model is proposed to improve customer service in an electric energy distribution and marketing company in Ecuador. For data collection, surveys were applied whose reliability was evaluated through the Cronbach Alpha coefficient. Among other results, the perception of users, employees and managers in the different dimensions of customer service in the company is found and the importance of implementing specific strategies to overcome the deficiencies found is highlighted. These actions are essential to raise the quality of customer service and address challenges in terms of service quality, thus contributing to success and competitiveness in the energy distribution and marketing sector. Finally, a public management model is proposed to improve customer service in an electric energy distribution and marketing company.