Impacto de la calidad del servicio y la satisfacción en la lealtad de los clientes de las empresas de telefonía móvil
Date
Journal Title
Journal ISSN
Volume Title
Publisher
Perspectivas
Abstract
En la ciudad de Cochabamba existen tres empresas telefónicas que brindan su servicio, el cual se desconoce cómo inciden mediante la prestación de sus servicios en la calidad del servicio, la satisfacción y la lealtad del cliente. Por lo tanto, el presente estudio tiene como objetivo principal analizar el impacto de la calidad del servicio y la satisfacción en la lealtad del cliente de las empresas de telefonía móvil en la ciudad de Cochabamba, provincia Cercado. Por lo que, para obtener la información se realizó un cuestionario de acuerdo con las técnicas e instrumentos de recolección de datos, el cual se encuesto a personas mayores de 18 años en adelante que sean estudiantes, profesionales y no profesionales. Los resultados obtenidos respondieron a los objetivos y las hipótesis planteadas para el estudio. Por lo tanto, para el análisis se aplicaron distintas técnicas estadísticas, tales como la estadística descriptiva, análisis factorial confirmatorio, análisis de fiabilidad, análisis de correlaciones entres las variables, análisis factorial, regresión lineal y por último análisis de la varianza. Todas las técnicas mencionadas dieron resultados acerca de las diferencias en cuantos a las percepciones de los usuarios, además de la existencia de la diferencias de las variables sociodemográficas, así mismo la relación positiva y directa entre las dimensiones del modelo aplicado para el estudio. Clasificación JEL: M31, C30.
In the city of Cochabamba there are three telephone companies that provide their services, but it is not known how their services affect service quality, satisfaction and customer loyalty. Therefore, the main objective of this study is to analyze the impact of service quality and satisfaction on customer loyalty of mobile telephone companies in the city of Cochabamba, Cercado province. Therefore, in order to obtain the information, a questionnaire was carried out according to the techniques and instruments for data collection, which surveyed people over 18 years of age and older who are students, professionals and non-professionals. The results obtained responded to the objectives and hypotheses proposed for the study. Therefore, different statistical techniques were applied for the analysis, such as descriptive statistics, confirmatory factor analysis, reliability analysis, analysis of correlations between variables, factor analysis, linear regression and finally analysis of variance. All the aforementioned techniques gave results about the differences in the users' perceptions, as well as the existence of differences in the sociodemographic variables, and the positive and direct relationship between the dimensions of the model applied for the study. JEL Classification: M31, C30.
In the city of Cochabamba there are three telephone companies that provide their services, but it is not known how their services affect service quality, satisfaction and customer loyalty. Therefore, the main objective of this study is to analyze the impact of service quality and satisfaction on customer loyalty of mobile telephone companies in the city of Cochabamba, Cercado province. Therefore, in order to obtain the information, a questionnaire was carried out according to the techniques and instruments for data collection, which surveyed people over 18 years of age and older who are students, professionals and non-professionals. The results obtained responded to the objectives and hypotheses proposed for the study. Therefore, different statistical techniques were applied for the analysis, such as descriptive statistics, confirmatory factor analysis, reliability analysis, analysis of correlations between variables, factor analysis, linear regression and finally analysis of variance. All the aforementioned techniques gave results about the differences in the users' perceptions, as well as the existence of differences in the sociodemographic variables, and the positive and direct relationship between the dimensions of the model applied for the study. JEL Classification: M31, C30.
Description
No. 48