Modelos de calidad de servicio en el suministro público de agua potable en México
DOI:
https://doi.org/10.24850/j-tyca-2025-01-10Keywords:
expectativas del consumidor, agua potable, satisfacción, calidad del servicioAbstract
Analizar modelos de calidad de servicio en el suministro público de agua potable en México. El trabajo realiza una revisión sistemática de varios trabajos de erudición sobre el tema, identificando los modelos a partir de su aplicación. Se realizó una revisión sistemática de la literatura utilizando el elemento de informe preferido para revisiones sistemáticas (PRISMA) y el enfoque de tres etapas de Arksey y O'Malley. El diseño del estudio fue elegido porque ayuda en la identificación de artículos a través de criterios predefinidos. Se realizaron búsquedas electrónicas a través de Web of Science y Scopus, identificándose artículos publicados entre 1980 y 2022. Luego, los artículos fueron seleccionados por relevancia, aplicabilidad, validez y confiabilidad. La revisión identificó al menos cinco brechas en el modelo GAP, que incluyen conocimiento, política, entrega, comunicación y consumidor. Posteriormente, el modelo SERVQUAL muestra que los sistemas públicos de abastecimiento de agua potable se encuentran por debajo de las expectativas establecidas de confiabilidad, seguridad, empatía, tangibilidad y capacidad de respuesta. Por el contrario, el gobierno ha puesto en marcha programas como el PROME y las iniciativas ciudadanas para la Ley General de Aguas destinados a mejorar la participación ciudadana y la comprensión de las brechas clave en el sistema de suministro de agua. La investigación es novedosa, pues indaga en el tema de los modelos de calidad de servicio en México. Este tema es un área inexplorada, especialmente con respecto a los modelos GAP y SERVQUAL. La información derivada de este documento salvará la escasez de conocimiento existente, y mejorará la formulación e implementación de políticas.
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