Internet service quality and customer satisfaction

• Autor: Moreno Cardenas, Edison Yuver
• Formato: artículo
• Fecha de Publicación: 2020
• Institución: Universidad Nacional Mayor de San Marcos
• Repositorio: Revista UNMSM - Industrial Data
• Lenguaje: español; inglés
• OAI Identifier: oai:ojs.csi.unmsm:article/17392
• Enlace del recurso: https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/17392
• Nivel de acceso: acceso abierto
• Materia: Service quality; Internet; customer satisfaction; corporate portfolio; Calidad del servicio; internet; satisfacción del cliente; cartera corporativa

The main objective was to identify the variation of the average of customer satisfaction in proportion to the average of Internet service quality. The population consisted of 13 corporate portfolio customers of Internet service provider América Móvil Perú S. A. C. Likewise, the variables used were quality of Internet service and customer satisfaction. The non-experimental correlational design was used for this purpose in the form of surveys, which provided results regarding the variation between the variables. The research obtained a result of 0.77, which indicates that there is a positive proportional variation between both variables. Furthermore, there is a high level of correlation and, when performing the analysis, the bilateral significance level was 0.000, less than 0.05. It is concluded that the average of Internet service quality varies in proportion to the average of customer satisfaction.