Modelo para la medición de la percepción de la calidad del servicio para el sector de las comunicaciones móviles
The research study was the first section of this thesis which was implemented in two stages. This one was theoretical and included a review of a state of the art, the inquiry of the most frequently used models for measurement of the user's level satisfaction, and the analysis of a recently deve...
- Autores:
-
Hidalgo Bastidas, Carlos David
- Tipo de recurso:
- Fecha de publicación:
- 2016
- Institución:
- Universidad de los Andes
- Repositorio:
- Séneca: repositorio Uniandes
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.uniandes.edu.co:1992/61823
- Acceso en línea:
- http://hdl.handle.net/1992/61823
- Palabra clave:
- Empresas de teléfono
Satisfacción del consumidor
Telefonía celular
- Rights
- openAccess
- License
- https://repositorio.uniandes.edu.co/static/pdf/aceptacion_uso_es.pdf
| Summary: | The research study was the first section of this thesis which was implemented in two stages. This one was theoretical and included a review of a state of the art, the inquiry of the most frequently used models for measurement of the user's level satisfaction, and the analysis of a recently developed model which proposes the asymmetry of the information as a cause of the uncertainty in the measurement of the quality. The second stage was practical and included a process of collection of data. This can be done by a two questionnaires instrument which was designed. The first questionary was used in order to measure the user's level satisfaction with the service provided by their mobile operator, and the second one was useful to know the user?s level knowledge. This document shows in its second section, the most outstanding results of the study implemented on the first stage... |
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