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Impact of Using Excellence Management Models in the Customer Satisfaction of Brazilian Electricity Distributors - 10 Years of Studies

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Computational Science and Its Applications – ICCSA 2020 (ICCSA 2020)

Part of the book series: Lecture Notes in Computer Science ((LNTCS,volume 12251))

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Abstract

In this work we evaluate the impact of the use of the model of excellence in Brazilian management by electricity distribution companies and their impact on customer satisfaction. It was evaluated 10 years of use of the model in groups of companies with different levels of implementation of the model MEG (users, indifferent, engaged and winning) using a statistical approach, firstly using descriptive statistics and by last applying the nonparametric kruskal-Wallis test. It is evidenced the existence of differences between the identified groups revealing the correct decision using the described model. We could attest the positive effects evidenced by the use of reference models of the electric energy sector, on a large scale, during the period analyzed. The results here obtained can be used, at least as guidance, by similar organizations or other industries.

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Acknowledgements

Marina A. P. Andrade acknowledges the financial support by Portuguese funds through the ISTAR -ISCTE, Instituto Universitário de Lisboa.

M. Filomena Teodoro acknowledges the financial support by Portuguese funds through the Center for Computational and Stochastic Mathematics (CEMAT), The Portuguese Foundation for Science and Technology (FCT), University of Lisbon, Portugal, project UID/Multi/04621/2019, and Center of Naval Research (CINAV), Naval Academy, Portuguese Navy, Portugal.

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Authors and Affiliations

  1. ISCTE, Instituto Universitário de Lisboa, 1649-026, Lisbon, Portugal

    Marina A. P. Andrade, Álvaro Rosa & Alexandre Carrasco

  2. ISTAR, Instituto Universitário de Lisboa, 1649-026, Lisbon, Portugal

    Marina A. P. Andrade

  3. CEMAT, Center for Computational and Stochastic Mathematics, Instituto Superior Técnico, Lisbon University, 1048-001, Lisbon, Portugal

    M. Filomena Teodoro

  4. CINAV, Center of Naval Research, Naval Academy, Portuguese Navy, 2810-001, Almada, Portugal

    M. Filomena Teodoro

Authors
  1. Marina A. P. Andrade
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  2. Álvaro Rosa
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  3. Alexandre Carrasco
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  4. M. Filomena Teodoro
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Corresponding author

Correspondence to Marina A. P. Andrade .

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Editors and Affiliations

  1. University of Perugia, Perugia, Italy

    Osvaldo Gervasi

  2. University of Basilicata, Potenza, Potenza, Italy

    Beniamino Murgante

  3. Chair- Center of ICT/ICE, Covenant University, Ota, Nigeria

    Sanjay Misra

  4. University of Cagliari, Cagliari, Italy

    Chiara Garau

  5. University of Cagliari, Cagliari, Italy

    Ivan Blečić

  6. Clayton School of Information Technology, Monash University, Clayton, VIC, Australia

    David Taniar

  7. Department of Information Science, Kyushu Sangyo University, Fukuoka, Japan

    Bernady O. Apduhan

  8. University of Minho, Braga, Portugal

    Ana Maria A. C. Rocha

  9. Polytechnic University of Bari, Bari, Italy

    Eufemia Tarantino

  10. Polytechnic University of Bari, Bari, Italy

    Carmelo Maria Torre

  11. Department of Neurology, University of Massachusetts Medical School, Worcester, MA, USA

    Yeliz Karaca

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Andrade, M.A.P., Rosa, Á., Carrasco, A., Filomena Teodoro, M. (2020). Impact of Using Excellence Management Models in the Customer Satisfaction of Brazilian Electricity Distributors - 10 Years of Studies. In: Gervasi, O., et al. Computational Science and Its Applications – ICCSA 2020. ICCSA 2020. Lecture Notes in Computer Science(), vol 12251. Springer, Cham. https://doi.org/10.1007/978-3-030-58808-3_35

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  • DOI: https://doi.org/10.1007/978-3-030-58808-3_35

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