QUALITY OF WATER SANITATION SERVICES AND USER SATISFACTION OF A SERVICE PROVIDER
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The quality of drinking water supplied by stations is essential to ensuring customer health and satisfaction. The aim of this study was to determine the relationship between the quality of water sanitation services and user satisfaction in a service provider company. This is a descriptive, cross-sectional, and correlational study. The sample consisted of 140 users of a service provider company (EPS) in the city of Caraz, Ancash Department, Peru. Each user was administered an instrument to evaluate service quality (SUNASS, 2007) and another one regarding user satisfaction. The Kolmogorof-Smirnov test and Spearman correlation test were performed with a p-value <0.05. Fifty percent of users reported high and very high levels of service quality. 81.43 % reported high and very high levels of user satisfaction. A low to moderate, positive, and significant correlation was observed between the dimensions of service quality and the satisfaction of the service provider's users. The results of this study showed that the dimensions of service quality were correlated with the satisfaction of the service provider's users.
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