ANÁLISIS DE PERCEPCIÓN DE LA CALIDAD DEL SERVICIO AL CLIENTE EN UNA AGENCIA DE TELECOMUNICACIONES

Abstract

Ecuador has experienced an important advance in the field of telecommunications, a sector that continues to grow thanks to the boom in new technologies. For this reason, this study aims to analyze the perception of the quality of customer service in a telecommunications agency, in which case it has also presented decreasing production indicators as of July 2019.  For this, a survey was applied to a sample of 386 clients from the city of Guayaquil, through digital platforms and telephone calls. This survey consisted of 22 questions distributed in 5 dimensions of quality according to the SERVQUAL model: tangible, trust, responsibility, security and empathy. The results show high levels of favorable perception regarding the quality of the service received.