Competitive strategy to improve the quality of service of a telephone company
Descripción del Articulo
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 Jos...
Autores: | , , |
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Formato: | artículo |
Fecha de Publicación: | 2020 |
Institución: | Universidad César Vallejo |
Repositorio: | Revistas - Universidad César Vallejo |
Lenguaje: | español |
OAI Identifier: | oai:oai.revistas.ucv.edu.pe:article/603 |
Enlace del recurso: | http://revistas.ucv.edu.pe/index.php/ucv-hacer/article/view/603 |
Nivel de acceso: | acceso abierto |
Materia: | Servicio Calidad Estrategia Competitividad Service Quality Strategy Competitive |
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Competitive strategy to improve the quality of service of a telephone companyEstrategia competitiva para la mejora de la calidad del servicio de una empresa de telefoníaRuiz Paisig, Juana XimenaNauca Torres, Enrique SantosChávarry Ysla, Patricia Del RocioServicioCalidadEstrategiaCompetitividadServiceQualityStrategyCompetitiveThe 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 there is also another part of the clients that evaluate the quality of services of the Movistar company high at a high level, which concludes that the majority of the client population are dissatisfied with the quality of services provided by said company.La investigación tuvo como objetivo general proponer una estrategia competitiva para mejorar la calidad de servicio de la empresa privada. Para el aporte práctico está basada teoría de Parasuraman. La población estuvo conformada por todas las personas que adquieren un producto o servicio en la empresa San JoséMovistar Chiclayo. Considerando lo indicado la población es infinita, teniendo como muestra 196 clientes. La investigación fue descriptiva propositiva; para determinar el coeficiente de confiabilidad del instrumento, se analizó mediante el alfa cronbach teniendo como resultado 0.870; para el procedimiento se utilizó el programa estadístico SPSS 25.0 y EMP. Encontrando los siguientes resultados: En la tabla 6 , con respecto a la calidad de servicios es un 57% indica que la calidad de servicios de la empresa Movistar no están eficaz en todos los aspectos es así que lo evalúan ahora lo más bajo en el aspecto de calidad, como también hay otra parte de los clientes que evalúan su calidad de servicios de la empresa Movistar alta, que da la conclusión que la mayoría de la población de clientes están insatisfechos con la calidad de servicios que brinda dicha empresa.Universidad Cesar Vallejo2020-09-30info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionArtículo evaluado por paresapplication/pdfhttp://revistas.ucv.edu.pe/index.php/ucv-hacer/article/view/60310.18050/RevUCVHACER.v9n3a7UCV Hacer; Vol. 9 No. 3 (2020): July - September; 65-72UCV Hacer; Vol. 9 Núm. 3 (2020): Julio - Septiembre; 65-722414-86952305-8552reponame:Revistas - Universidad César Vallejoinstname:Universidad César Vallejoinstacron:UCVspahttp://revistas.ucv.edu.pe/index.php/ucv-hacer/article/view/603/592https://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessoai:oai.revistas.ucv.edu.pe:article/6032023-03-27T16:41:20Z |
dc.title.none.fl_str_mv |
Competitive strategy to improve the quality of service of a telephone company Estrategia competitiva para la mejora de la calidad del servicio de una empresa de telefonía |
title |
Competitive strategy to improve the quality of service of a telephone company |
spellingShingle |
Competitive strategy to improve the quality of service of a telephone company Ruiz Paisig, Juana Ximena Servicio Calidad Estrategia Competitividad Service Quality Strategy Competitive |
title_short |
Competitive strategy to improve the quality of service of a telephone company |
title_full |
Competitive strategy to improve the quality of service of a telephone company |
title_fullStr |
Competitive strategy to improve the quality of service of a telephone company |
title_full_unstemmed |
Competitive strategy to improve the quality of service of a telephone company |
title_sort |
Competitive strategy to improve the quality of service of a telephone company |
dc.creator.none.fl_str_mv |
Ruiz Paisig, Juana Ximena Nauca Torres, Enrique Santos Chávarry Ysla, Patricia Del Rocio |
author |
Ruiz Paisig, Juana Ximena |
author_facet |
Ruiz Paisig, Juana Ximena Nauca Torres, Enrique Santos Chávarry Ysla, Patricia Del Rocio |
author_role |
author |
author2 |
Nauca Torres, Enrique Santos Chávarry Ysla, Patricia Del Rocio |
author2_role |
author author |
dc.subject.none.fl_str_mv |
Servicio Calidad Estrategia Competitividad Service Quality Strategy Competitive |
topic |
Servicio Calidad Estrategia Competitividad Service Quality Strategy Competitive |
description |
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 there is also another part of the clients that evaluate the quality of services of the Movistar company high at a high level, which concludes that the majority of the client population are dissatisfied with the quality of services provided by said company. |
publishDate |
2020 |
dc.date.none.fl_str_mv |
2020-09-30 |
dc.type.none.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Artículo evaluado por pares |
format |
article |
status_str |
publishedVersion |
dc.identifier.none.fl_str_mv |
http://revistas.ucv.edu.pe/index.php/ucv-hacer/article/view/603 10.18050/RevUCVHACER.v9n3a7 |
url |
http://revistas.ucv.edu.pe/index.php/ucv-hacer/article/view/603 |
identifier_str_mv |
10.18050/RevUCVHACER.v9n3a7 |
dc.language.none.fl_str_mv |
spa |
language |
spa |
dc.relation.none.fl_str_mv |
http://revistas.ucv.edu.pe/index.php/ucv-hacer/article/view/603/592 |
dc.rights.none.fl_str_mv |
https://creativecommons.org/licenses/by-nc-sa/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
https://creativecommons.org/licenses/by-nc-sa/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidad Cesar Vallejo |
publisher.none.fl_str_mv |
Universidad Cesar Vallejo |
dc.source.none.fl_str_mv |
UCV Hacer; Vol. 9 No. 3 (2020): July - September; 65-72 UCV Hacer; Vol. 9 Núm. 3 (2020): Julio - Septiembre; 65-72 2414-8695 2305-8552 reponame:Revistas - Universidad César Vallejo instname:Universidad César Vallejo instacron:UCV |
instname_str |
Universidad César Vallejo |
instacron_str |
UCV |
institution |
UCV |
reponame_str |
Revistas - Universidad César Vallejo |
collection |
Revistas - Universidad César Vallejo |
repository.name.fl_str_mv |
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repository.mail.fl_str_mv |
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1844343183557787648 |
score |
12.82117 |
Nota importante:
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).