English
Ciência-IUL
Comunicações
Descrição Detalhada da Comunicação
Evaluating the impact of the use of the Model of excellence reference model by Brazilian electricity distributors
Título Evento
ICRA9: 9th International Conference on Risk Analysis
Ano (publicação definitiva)
2022
Língua
Inglês
País
Itália
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Abstract/Resumo
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
Agradecimentos/Acknowledgements
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Palavras-chave
Excellence Model,Costumer satisfaction,Electricity distributors,Parametric and nonparametric approach
