Rudy Alvaro Arpasi Pancca, Betza Damasco Sagua, Cesar Augusto Lluen Vallejos, Oliver Amadeo Vilca Huayta
One of the problems that exist today is the poor service provided by mobile phone operators to users who make use of these services. Therefore, the objective of this research is to analyze the relationship between Quality of Service provided by Mobile Telephony operators and User Satisfaction, as well as to design the Service Quality Metrics of Mobile Telephony Companies in the Puno Region, Peru in 2017. A sample of 490 users was obtained. For the design of the Service Quality Metrics, the Factorial Analysis was obtained and to determine the relationship between service quality and user satisfaction, Spearman’s Correlation was used. Four factors that determine the quality of mobile telephony service metrics were compared. It was evidenced that there is a relationship between the quality of the service and its characteristic dimensions (physical evidence, reliability in the service, responsiveness and empathy) with user satisfaction.
Pág 1158-1164, 21 Jul