Resumo

MENA CORDOBA, Aceneth  e  PEREZ SANCHEZ, Elkin Olaguer. Analysis of the impact of the outsourcing process on the perception of quality of the public electric home service in the municipality of Quibdó. rev.ces derecho [online]. 2018, vol.9, n.1, pp.34-58. ISSN 2145-7719.  https://doi.org/10.21615/cesder.9.1.3.

This work seeks to analyze the results of the outsourcing process through the perception of quality of the public electric power service, for the identification of the impact in the municipality of Quibdó. This investigation was carried out to 466 people distributed in different areas of the city, through a stratified random sampling with proportional affixation, using a quantitative methodology with a descriptive approach, in which relevant aspects of the perception of quality in the provision were detailed. Of the energy service after the outsourcing process. The model used was SERVPERF, which is adapted to the context of home public services and is a reliable and valid instrument to measure the quality perceived in this type of services, during the realization of this research work it was found that the perception of quality of the energy service is regular with a rating of 2.01 on a scale where one is (bad) and five (excellent).

Palavras-chave : Outsourcing; Public service; Public management; Customer satisfaction; Servperf scale.

        · resumo em Espanhol     · texto em Espanhol     · Espanhol ( pdf )