Customer service from the expectation and perception of water utilities inVictoria de Durango

Abstract

Customer service is a fundamental element for the success of any company, especially those
that provide essential services such as drinking water. In Victoria de Durango, Mexico, the
Water Operating Agency is responsible for providing this service to the population. The
objective of this research is to understand the management of human talent in Water
Operating Organizations (OOA), as well as the study of the customer service system, the
quality of service for users and the monopoly of providing to the community. The supply of
drinking water, sanitation and sewage. Therefore, it is important to focus from the user's
perspective, as well as the attention, uncertainty and effectiveness of the service, because the
efficiency of the OOA influences in such a way that there is a good relationship between the
client and the OOA, since that through this user satisfaction is achieved. Victoria de Durango
has a population of more than 250 thousand inhabitants; therefore, the level of care is
measured through the population, the municipalities with the greatest number of people
influence in such a way that public services offer better quality. Derived from the above, we
will approach from the user's expectation based on indicators, accompanied by the
SERVQUAL tool to know the service that each client receives, as well as the variables of
attention, competitiveness and evaluation of administrative service capabilities.