ID: 66951
Authors:
Fernando Filardi, Francisco de Assis, Ana Beatriz Moraes.
Source:
Revista de Ciências da Administração, v. 24, n. 62, p. 152-170, January-April, 2022. 19 page(s).
Keyword:
Consumer Satisfaction , Distribution , Energy , Privatization , Regulation
Document type: Article (Portuguese)
Show Abstract
The research objective was to analyze the energy distribution privatization results in Brazil through residential consumption performance indicators. The methodology was bibliographical, starting from the literature review. The distributors more consumer units per region were selected, namely Eletropaulo, Coelba, Celg-D, RGE-Sul and Amazonas Energia, and the data triangulation from DEC, FEC, DER, FER and INS was performed, compared with the investment level, the IASC (ANEEL Index of Consumer Satisfaction), the SINDEC (National Consumer Protection Information System) from Procon and the websites Consumidor.gov.br and Reclame Aqui. The results indicate a positive balance of the energy distribution privatization in relation to the service continuity indexes DEC, FEC, DER, FER and IASC, where those privatized for a longer time had better results than the recently privatized ones, but they need to improve response times and complaints resolution.