Percepción de la Calidad del Servicio Técnico en usuarios Residenciales de Sistemas de Distribución Eléctrica

Perception of the Quality of the Technical Service in Residential Customers of Electrical Distribution Systems

Autores/as

  • Gustavo Schweickardt CONICET – Universidad Tecnológica Nacional, Concepción del Uruguay

DOI:

https://doi.org/10.56712/latam.v4i2.877

Palabras clave:

confiabilidad, calidad de servicio técnico, ecuaciones estructurales, sistema de distribución de energía eléctrica

Resumen

El presente trabajo propone un modelo de ecuaciones estructurales basado en la estructura de la varianza-covarianza (CB-SEM), para medir la calidad de servicio técnico percibida por los usuarios residenciales en un sistema de distribución eléctrica. El enfoque adoptado establece un correlato entre los indicadores objetivos, utilizados normativamente, y la percepción que los usuarios tienen de sus efectos. Se incorpora, además, un factor no controlado regulatoriamente: la atención recibida por los usuarios ante reclamos por interrupciones no programadas del suministro eléctrico. Son evaluados diferentes modelos que sirvan a las relaciones estructurales identificadas, para finalmente definir el de mayor validez y mejor ajuste, conforme los indicadores que se emplean para esta técnica. Los resultados permiten observar que cada constructo representa adecuadamente un índice objetivo, y que la atención ante reclamos tiene un impacto sustancial en la calidad medida. El sistema de distribución analizado pertenece a la ciudad de Bariloche, Argentina, y los datos utilizados corresponden a una encuesta realizada durante el año 2021.

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Biografía del autor/a

Gustavo Schweickardt, CONICET – Universidad Tecnológica Nacional, Concepción del Uruguay

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2023-07-25

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Schweickardt, G. (2023). Percepción de la Calidad del Servicio Técnico en usuarios Residenciales de Sistemas de Distribución Eléctrica: Perception of the Quality of the Technical Service in Residential Customers of Electrical Distribution Systems. LATAM Revista Latinoamericana De Ciencias Sociales Y Humanidades, 4(2), 3885–3909. https://doi.org/10.56712/latam.v4i2.877

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