Análisis técnico de las causas que originan inconformidad en la facturación de suministro eléctrico por fallas en instalaciones eléctricas residenciales en hogares de la Coop. 31 de octubre, parroquia Tarqui al noroeste de Guayaquil.

Abstract

The CNEL EP provides the public service for the supply of electricity, receiving a large number of claims for billing on a daily basis and other reasons; This has led to a study to identify the causes that cause dissatisfaction in the billing of electricity supply in homes, taking as reference a popular urban sector of the city of Guayaquil. Surveys and Field Observation were applied, since through the analysis of information of the electric billing characteristics and the guarantee of functionality of the residential electrical system, it allows to establish the real causes of the claims. In the first place, the billing system of CNEL EP payrolls is analyzed, as well as the theoretical references regarding the technical conditions that a residential electrical system must have; After applying surveys to users of the electric service of a popular sector of Guayaquil, it is evident as basic problems that most homes have anti-technical facilities, which increases the possibility of damage to household appliances; there are permanent claims for inconsistency in billing values, excessive consumption or reading error; and complaints about damage to electrical appliances. Finally, strategic actions aligned with the mission of CNEL EP are proposed, improving the customer billing service and achieving a better competitive position. It is hoped that this work will contribute to CNEL EP having information to make more efficient decisions in the event of possible complaints from users.