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In public service it is important to make regular records on the perception that users have about quality, one of the purposes being the continuous improvement of institutions. The State of Veracruz is one of the five entities with the highest flow rates but with a lower percentage of access to piped water. Conagua determined that there is a lag in this aspect. In addition, discontent of the population was observed through protests in Xalapa city, exposing problems for the collection of tariffs and lack of supply, so that it was considered pertinent to register the opinions through surveys, to gather the necessary data and to get the results to the responsible institutions. The methodology used was a probabilistic sampling and the information processing was made with the statistical program for the social sciences, finding that the opinion studies provide enough current and real data to evaluate services in a given community, in this case, citizenship regardless of the level of marginalization, considers acceptable the service provided qualifying it from regular to good.

Percepción social del servicio de agua potable en el municipio de Xalapa, Veracruz