Unveiling Service Excellence in the Electrical Sector: A SERVQUAL Odyssey in the Dominican Republic

In the dynamic and customer-centric electrical sector of the Dominican Republic, service quality emerges as a pivotal clement for competitive advantage. This research explores the service quality at Edenorte by leveraging the renowned SERVQUAL instrument, which is effective in juxtaposing customer service expectations with actual experiences. The cornerstone of the study is a robust statistical analysis that identifies and quantifies service quality gaps, thereby charting a course for strategic enhancements. Adopting a comprehensive quantitative approach, the research canvassed a statistically significant cohort of clientele. The survey's reliability was ascertained through Cronbach's alpha, ensuring the integrity and applicability of the findings [1]. The empirical data revealed critical discrepancies, particularly in the tangible aspects of service delivery and the empathetic interactions between service providers and customers. These dimensions were found to be instrumental in shaping customer satisfaction and loyalty. The outcomes of the study extend beyond mere identification of service shortfalls. They encapsulate a scries of targeted recommendations for Edenorte, aimed at refining customer service protocols, training, and infrastructure. Moreover, the research contributes to the academic discourse by validating the SERVQUAL model in the context of the electrical sector, offering insights that resonate with the global narrative on service quality [2]. The implications are manifold: for practitioners, it provides a diagnostic tool to fine-tune service delivery; for strategists, it offers a data-driven foundation for enhancing customer service; and for the academic community, particularly within the industrial and systems engineering sphere, it presents empirical evidence that underscores the criticality of service quality in sustaining business success and customer satisfaction in utility industries.