Competitive strategy to improve the quality of service of a telephone company

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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...

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Detalles Bibliográficos
Autores: Ruiz Paisig, Juana Ximena, Nauca Torres, Enrique Santos, Chávarry Ysla, Patricia Del Rocio
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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spelling 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
repository.mail.fl_str_mv
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