Estudio de la calidad percibida de los servicios de gas combustible por redes prestados por Metrogas de Colombia S.A. E.S.P. en Floridablanca y demás Municipios del Departamento de Santander
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Este trabajo describe la situación que se presenta en la prestación del servicio de Gas Combustible por redes, en los municipios de Floridablanca y otros autorizados por el Gobierno Nacional y atendidos por METROGAS S.A. E.S.P. Comienza con los antecedentes del Gas Natural en el mundo y sus primeras aplicaciones, para posteriormente recabar en Colombia y sus condiciones actuales; continúa con la conceptualización del servicio y los modelos existentes y concluye con la metodología y el análisis de los resultados obtenidos en el desarrollo de la investigación. A través de las encuestas, diseñadas para establecer las expectativas y opiniones de los usuarios, se puede conocer, haciendo uso de herramientas y análisis estadísticos fiables, el nivel de servicio percibido por el cliente. Finaliza con algunas recomendaciones que son de utilidad para la gestión de la organización motivo de análisis.
Abstract. This paper describes the situation that occurs in the service fuel gas network in the municipalities of Florida Blanca and others authorized by the National Government and attended by METROGAS S.A. E.S.P. It begins with the history of natural gas in the world and its first applications, to collect later in Colombia and their current conditions, continues with the conceptualization of the services and existing models and concludes with the methodology and analysis of the results obtained in the development research. Through surveys, designed to establish the expectations and perceptions of users, we can knows, using tools and reliable statistical analyses, the level of services perceived by the customers. It concludes with a few recommendations which are useful for the management of the organization subject to analysis.
Abstract. This paper describes the situation that occurs in the service fuel gas network in the municipalities of Florida Blanca and others authorized by the National Government and attended by METROGAS S.A. E.S.P. It begins with the history of natural gas in the world and its first applications, to collect later in Colombia and their current conditions, continues with the conceptualization of the services and existing models and concludes with the methodology and analysis of the results obtained in the development research. Through surveys, designed to establish the expectations and perceptions of users, we can knows, using tools and reliable statistical analyses, the level of services perceived by the customers. It concludes with a few recommendations which are useful for the management of the organization subject to analysis.