Analysis of the impact of the outsourcing process on the perception of quality of the public electric home service in the municipality of Quibdó

Abstract

This work seeks to analyze the results of the outsourcing process throughthe perception of quality of the public electric power service, for the identificationof the impact in the municipality of Quibdó. This investigation wascarried out to 466 people distributed in different areas of the city, througha stratified random sampling with proportional affixation, using a quantitativemethodology with a descriptive approach, in which relevant aspects ofthe perception of quality in the provision were detailed. Of the energy serviceafter the outsourcing process. The model used was SERVPERF, whichis adapted to the context of home public services and is a reliable and validinstrument to measure the quality perceived in this type of services, duringthe realization of this research work it was found that the perceptionof quality of the energy service is regular with a rating of 2.01 on a scalewhere one is (bad) and five (excellent).