Evaluation of the Efficiency and Effectiveness of the Video Surveillance System in the Collection Areas of a Public Company of the Electric Sector by Applying the Multiple Linear Regression Method

This study evaluates the customer satisfaction of a video surveillance system in the collection areas of a public company of the electric sector in Ecuador, using the multiple linear regression method. The research focuses on identifying how independent variables, such as camera availability, coverage of the monitored area, response time and customer flow, influence the dependent variable, “customer satisfaction”. The results highlight that availability and coverage are key factors to ensure security and confidence in the service, while customer satisfaction is presented as an integral metric to measure the operational efficiency of the video surveillance system. Finally, the results of the analysis provide a solid basis for identifying opportunities for improvement, proposing future research to include new variables, such as staff perception, for a more comprehensive evaluation of the system's effectiveness.