The research had the general objective of proposing a competitive strategy to improve the quality of service of the private company For the practical contribution, Parasuraman's theory is based. The population was made up of all the people who acquire a product or service in the company San José- Movistar Chiclayo. Considering the indicated, the population is infinite, having as sample 196 clients. The research was descriptive proactive; To determine the instrument's reliability coefficient, it was analyzed using the cronbach alpha, resulting in 0.870; For the procedure, the statistical program SPSS 25.0 and EMP were used. Finding the following results: In table 6, with respect to the quality of services, it is 57%, indicating the quality of the services of the Movistar company, they are not effectively in all aspects, so they evaluate it now the lowest in the aspect of quality, as ther...

La presente tesis titulada: Estrategia competitiva para la mejora de la calidad del servicio de la empresa San José – Movistar Chiclayo, se realizó en la ciudad de Chiclayo, y presenta como propósito: Proponer una estrategia competitiva para la mejora de la calidad del servicio de la empresa en estudio, presenta como variables: Variable independiente: Estrategia competitiva y Variable dependiente: Calidad de Servicio, la investigación es de tipo descriptiva propositiva y presentó como población a todas las personas que tomaron el servicio en la empresa; el tipo de estudio es descriptivo, propositivo; contó con una muestra de 196 clientes, el muestreo utilizado fue probabilístico. Los hallazgos encontrados se analizaron según la Escala SERVQUAL, la cual consta de 05 indicadores de evaluación y 22 items.

The research had the general objective of proposing a competitive strategy to improve the quality of service of the private company For the practical contribution, Parasuraman's theory is based. The population was made up of all the people who acquire a product or service in the company San José- Movistar Chiclayo. Considering the indicated, the population is infinite, having as sample 196 clients. The research was descriptive proactive; To determine the instrument's reliability coefficient, it was analyzed using the cronbach alpha, resulting in 0.870; For the procedure, the statistical program SPSS 25.0 and EMP were used. Finding the following results: In table 6, with respect to the quality of services, it is 57%, indicating the quality of the services of the Movistar company, they are not effectively in all aspects, so they evaluate it now the lowest in the aspect of quality, as ther...