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A method for evaluating the quality service of a user unit in a water service company in Colombia

dc.contributor.authorFontalv, Tomás J.
dc.contributor.authorDe La Hoz-Dominguez, Enrique J.
dc.contributor.authorDe La Hoz, Efraín
dc.date.accessioned2023-07-14T13:49:23Z
dc.date.available2023-07-14T13:49:23Z
dc.date.issued2020
dc.date.submitted2023
dc.identifier.citationFONTALVO, Tomás J.; DE LA HOZ-DOMINGUEZ, Enrique J. and DE LA HOZ, Efraín. A method for evaluating the quality service of a user unit in a water service company in Colombia. Inf. tecnol. [online]. 2020, vol.31, n.4 [cited 2023-07-13], pp.27-34. Available from: <http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-07642020000400027&lng=en&nrm=iso>. ISSN 0718-0764. http://dx.doi.org/10.4067/S0718-07642020000400027.spa
dc.identifier.urihttps://hdl.handle.net/20.500.12585/12099
dc.description.abstractThis research study proposes a method to evaluate the quality of service of a user service unit in a water service company in Colombia. Based on the theoretical foundation associated with the quality of service and the Six Sigma concept, service quality dimensions were identified to consolidate their valuation and to analyze the results in terms of defects per parts per million (DPMO), sigma level, and performance. It was found that the performance of the service quality dimensions was satisfactory due to the results obtained in all calculated metrics. The results showed that the user's attention center had an excellent performance during this research study. In conclusion, the present study provides a service quality evaluation method to the service sector in a public service company by using Six Sigma. © 2020 Centro de Informacion Tecnologica. All rights reserved.spa
dc.format.extent7 páginas
dc.format.mimetypeapplication/pdfspa
dc.language.isospaspa
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.sourceInformacion Tecnologica vol.31 no.4 La Serena Aug. 2020spa
dc.titleA method for evaluating the quality service of a user unit in a water service company in Colombiaspa
dc.title.alternativeMétodo de evaluación de la calidad del servicio de una unidad de atención al usuario en una empresa de servicio de agua en Colombiaspa
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datacite.rightshttp://purl.org/coar/access_right/c_abf2spa
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dc.type.driverinfo:eu-repo/semantics/articlespa
dc.type.hasversioninfo:eu-repo/semantics/draftspa
dc.subject.keywordsTotal Quality Management;spa
dc.subject.keywordsProcess Monitoring;spa
dc.subject.keywordsSix Sigmaspa
dc.rights.accessrightsinfo:eu-repo/semantics/openAccessspa
dc.rights.ccAttribution-NonCommercial-NoDerivatives 4.0 Internacional*
dc.identifier.instnameUniversidad Tecnológica de Bolívarspa
dc.identifier.reponameRepositorio Universidad Tecnológica de Bolívarspa
dc.publisher.placeCartagena de Indiasspa
dc.subject.armarcLEMB
dc.type.spahttp://purl.org/coar/resource_type/c_6501spa
oaire.resourcetypehttp://purl.org/coar/resource_type/c_6501spa


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Universidad Tecnológica de Bolívar - 2017 Institución de Educación Superior sujeta a inspección y vigilancia por el Ministerio de Educación Nacional. Resolución No 961 del 26 de octubre de 1970 a través de la cual la Gobernación de Bolívar otorga la Personería Jurídica a la Universidad Tecnológica de Bolívar.