Calidad de servicio de telefonía y su relación con la fidelización del cliente de la empresa Bitel Perú en la ciudad de Iquitos, año 2019

• Autores: Chavez Pinedo, Eleazar, Torres Macedo, Roberto
• Formato: tesis de grado
• Fecha de Publicación: 2021
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/8592
• Enlace del recurso: https://hdl.handle.net/20.500.12737/8592
• Nivel de acceso: acceso abierto
• Materia: Calidad de la atención; Fidelización del cliente; Satisfacción del cliente; Servicios públicos; Telecomunicaciones; https://purl.org/pe-repo/ocde/ford#5.02.04

In this study entitled Telephony Service Quality and its relationship with the Customer Loyalty of the Bitel Peru company in the city of Iquitos, 2019, it was aimed at determining the relationship between the quality of telephony service and customer loyalty, as it was a descriptive and correlational investigation, where initially a description of the behavior of each of the variables was made, subsequently the relationship between the variables was established, for this a population consisting of 331 people was taken, to whom the Survey, obtaining as conclusions that the quality of service has reached a regular rating, because it has modern furniture and equipment, managers give immediate solution to the problems that arise. However, there are some shortcomings that do not allow it to achieve its purpose, and that is that the clients consider that the attention is not yet rapid, they have problems regarding the physical presence of the staff, since the workers show a neat appearance, likewise , it was identified that the level of customer loyalty is high, as customers feel that their needs are met and considered by the company. Finally, it was possible to determine that the quality of service is related to customer loyalty, this was corroborated by the statistical calculation of the Spearman Rho correlation, which yielded a correlation coefficient of 0.824 so it is stated that the level of Correlation is significant at the 0.01 level (bilateral).