Quality measurement study in a fractured and competitive market. Perceived quality and objective quality in the Canary Island electricity sector.

Abstract

The aim of this research is to present and analyse the results obtained as a result of the studies carried out on Perceived Quality and Objective Quality in relation to the electricity industry with the collaboration of consumers in the residential and business segments. Telephone surveys were conducted to obtain the data for the measurement of Perceived Quality and face-to-face interviews for Objective Quality. Using these data, a detailed study was undertaken of their quantitative importance and trends over the course of two consecutive years, as well as of the decision-taking designed to improve the lowest scoring indicators.

El objetivo de esta investigación es exponer los resultados obtenidos como conclusión de los estudios realizados con la Calidad Percibida y la Calidad Objetiva de los consumidores en los segmentos residencial y empresas en relación con la actividad energética. Los datos se han os hemos obtenido realizando encuestas telefónicas para la medición de la calidad percibida y presencialmente los referentes a la objetiva. Con estos datos se ha realizado un estudio detallado de la importancia cuantitativa y su comportamiento durante dos años consecutivos, así como la toma de decisiones orientada a mejorar aquellos indicadores de peor valoración.