10.18041/libemp.2016.v13n2.26201 Identification of residential gas quality of service in Atlántico, Valle del Cauca and Bogota based on petitions, complaints, and claims

Abstract

This research identifies the quality levels of residential gas service based on petitions, complaints, and claims in the departments of Atlántico, Valle del Cauca, and in the city of Bogotá from 2006 to the first quarter of 2015. The information for this period was taken from the database of the Utilities Unique Information System (SUI for its name in Spanish) of the Superintendency of Residential Utilities. The analysis of the quantitative information gathered in order to measure the quality of the residential service indicates that the service has presented frequent interruptions since 2009, when the complaints regarding quality, connections, and procedures increased considerably (getting the highest point in 2014.) On the other hand, the levels of dissatisfaction are higher in Valle del Cauca and Atlántico than in Bogotá. The results of the study indicate that companies should adjust the service provided and improve their response time when dealing with petitions, complaints, and claims from the users.