Calidad del servicio público domiciliario del suministro de energía eléctrica en Colombia

This article evaluates the quality of home public services, specifically the supply of electricity, of the Huila electrification company in Colombia. The study was quantitative, it was carried out under the deductive method and a descriptive type of research. The SERVPERF scale proposed by Cronin & Taylor (1992) was used and for its inference 702 stratified surveys were processed according to the weight of the strata in the Neiva households. The results indicate that the scale obtained is a reliable and valid instrument to measure perceived quality (Cronbach’s alpha of 0.895), and it is a useful tool to structure improvement programs in the customer service area, in the same way it can be concluded that the instrument used has content, pragmatic, conceptual and discriminant validity; that explains 50.0% of the variance, through six factors, namely: Trust (24.4%), Tangible aspects (9.2%), Safety (4.9%), Ease (4.1%), Facilities (4.0%) and Attention to complaints (3.5%).