Análisis de la calidad de los servicios de agua potable de la Empresa Pública Municipal de Agua Potable, Alcantarillado y Saneamiento Ambiental del Cantón Azogues

Abstract

The research analyzes the quality of drinking water services offered by EMAPAL EP in Azogues during 2024, using the SERVQUAL model. This model evaluates five key dimensions: reliability, sensitivity, security, empathy and tangibles, to identify gaps between user perceptions and expectations. Results show significant discrepancies in security (-0.82), sensitivity (-0.78), and reliability (-0.74), reflecting critical areas requiring improvement, while empathy and tangibles have smaller gaps. Old infrastructure, lack of effective communication with users and limitations in staff training are factors that affect the perception of the service. However, EMAPAL EP's commitment to the quality and sustainability of the service stands out in its efforts to modernize infrastructure, implement quality management systems and strengthen the relationship with users by improving processes and technologies. Strategies are proposed that include training, infrastructure improvement, development of two-way communication channels and technological updating. These actions seek to close the identified gaps, optimize the user experience and position EMAPAL EP as an efficient and sustainable public company in the management of water resources.