Análisis de la percepción social frente al servicio de agua potable en el sector centro del Municipio de Villa del Rosario
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Fecha
2025
Autores
Gonzalez Misse, Nidia Gabriela
Suarez Sierra, Juan Camilo
Cardenas Sánchez, Diego
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El presente estudio analiza la percepción ciudadana frente a la calidad del servicio de agua potable en el sector centro del municipio de Villa del Rosario (Norte de Santander, Colombia). Antecedentes internacionales (UNESCO, OCDE, Caputo et al., 2022) y nacionales (INS, 2023; Corte Constitucional, 2022) señalan que la percepción del agua potable está influenciada por factores técnicos, sociales e institucionales, incluso en contextos donde se cumplen los estándares normativos. Esta investigación parte del reconocimiento del agua como derecho fundamental y de la necesidad de integrar la experiencia del usuario en la gestión del servicio. El objetivo general fue analizar la percepción social frente al servicio de agua potable en dicho sector, considerando aspectos sensoriales, sociales, institucionales y participativos. Se empleó una metodología de enfoque cuantitativo, con diseño no experimental, transversal y alcance descriptivo-correlacional. Se aplicó una encuesta tipo Likert a una muestra de 83 habitantes distribuidos en dos manzanas urbanas, con análisis estadístico y prueba de fiabilidad (α > 0.82 en todas las dimensiones). Los resultados mostraron percepciones moderadamente favorables en calidad sensorial y continuidad, con deficiencias en la notificación de cortes. Se identificaron factores institucionales y ambientales como determinantes clave en la percepción. Además, los usuarios manifestaron alta disposición a participar en procesos de mejora y control social del servicio. En conclusión, la percepción ciudadana representa un insumo valioso para fortalecer la calidad, legitimidad y sostenibilidad del servicio público de agua potable, a través de estrategias de gobernanza participativa, comunicación efectiva y modernización técnica.
This study analyzes public perception regarding the quality of drinking water service in the central sector of Villa del Rosario municipality (Norte de Santander, Colombia). International and national literature (UNESCO, OECD, Caputo et al., 2022; INS, 2023; Constitutional Court, 2022) highlights that users’ perception of drinking water quality is shaped not only by technical parameters but also by social, environmental, and institutional factors. This research recognizes access to potable water as a fundamental right and stresses the importance of incorporating user experience into service management. The general objective was to analyze social perception of the drinking water service in the selected area, considering sensory quality, social and institutional influences, and community engagement. A quantitative, non-experimental, cross-sectional, and descriptive-correlational design was applied. A structured Likert-scale questionnaire was administered to a sample of 83 residents from two specific blocks. Statistical analysis and internal consistency testing (Cronbach’s α > 0.82 across all dimensions) confirmed the reliability of the instrument. The results revealed moderately favorable perceptions of water quality and service continuity, though dissatisfaction was noted regarding the lack of prior notifications about service interruptions. Institutional trust and environmental factors were identified as key influences on user perception. Additionally, a high level of willingness to participate in service improvement and oversight was expressed by the community. In conclusion, citizen perception is a critical input for enhancing the quality, legitimacy, and sustainability of drinking water services through participatory governance, transparent communication, and technical modernization.
This study analyzes public perception regarding the quality of drinking water service in the central sector of Villa del Rosario municipality (Norte de Santander, Colombia). International and national literature (UNESCO, OECD, Caputo et al., 2022; INS, 2023; Constitutional Court, 2022) highlights that users’ perception of drinking water quality is shaped not only by technical parameters but also by social, environmental, and institutional factors. This research recognizes access to potable water as a fundamental right and stresses the importance of incorporating user experience into service management. The general objective was to analyze social perception of the drinking water service in the selected area, considering sensory quality, social and institutional influences, and community engagement. A quantitative, non-experimental, cross-sectional, and descriptive-correlational design was applied. A structured Likert-scale questionnaire was administered to a sample of 83 residents from two specific blocks. Statistical analysis and internal consistency testing (Cronbach’s α > 0.82 across all dimensions) confirmed the reliability of the instrument. The results revealed moderately favorable perceptions of water quality and service continuity, though dissatisfaction was noted regarding the lack of prior notifications about service interruptions. Institutional trust and environmental factors were identified as key influences on user perception. Additionally, a high level of willingness to participate in service improvement and oversight was expressed by the community. In conclusion, citizen perception is a critical input for enhancing the quality, legitimacy, and sustainability of drinking water services through participatory governance, transparent communication, and technical modernization.
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Palabras clave
Agua potable, Gobernanza, Participación, Percepción ciudadana, Servicios públicos
