Português
Evaluating the impact of the use of the Model of excellence reference model by Brazilian electricity distributors
Event Title
ICRA9: 9th International Conference on Risk Analysis
Year (definitive publication)
2022
Language
English
Country
Italy
More Information
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Abstract
The article evaluates the impact of the use of the excellence management
model (EMM) in Brasil by electricity distribution companies and their
impact on customer satisfaction, that is, on the index of consumer satisfaction
evaluation (ICSE). A total of 10 year were evaluated for the use of the model in
groups of companies with different levels of model implantation (users, indifferent,
engaged and winning) using statistical methods. As result, it was verified the
existence of differences between the groups revealed the correct decision by the
use of the model seen by this view. The results can be used by similar organizations
or other industries
Acknowledgements
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Keywords
Excellence Model,Costumer satisfaction,Electricity distributors,Parametric and nonparametric approach
