The user's perception of the water operator's customer service in Mazatlán,Sinaloa

Abstract

The effectiveness of customer service by water companies in Sinaloa, and particularly in
Mazatlan, can vary depending on a number of factors. In general, Sinaloa is working to
improve customer service efficiency. The Junta Municipal de Agua Potable y Alcantarillado
de Mazatlán (JUMAPAM) has demonstrated efforts to improve the efficiency of its customer
service. However, according to the ServQual tool applied to citizens, the main customer
service problems are slow response time to customer questions, lack of effective
communication channels, billing problems, and the most common problem is incorrect water
meter readings. This is a descriptive experimental research, which was conducted based on
a survey applied to the inhabitants of the municipality of Mazatlan, with a reliability factor
of 90%, derived from that, a total of 293 surveys were conducted, from which the results
were obtained as indicated later in the article.