Aplicación del modelo Servqual para la medición de la satisfacción de los clientes de la Corporación Nacional de Telecomunicaciones, en la ciudad de Quito sede Centro, año 2023

Abstract

Abstract: The research presented focuses on the application of the Servqual model to evaluate the customer satisfaction at the National Telecommunications Corporation at the Centro headquarters of Quito during the year 2023. The objective is to identify gaps between expectations and perceptions of the service and propose improvements based on the results obtained. The methodology included a quantitative and descriptive approach, using a questionnaire applied to a representative sample of 365 CNT EP clients. Five dimensions were evaluated key to the Servqual model: reliability, sensitivity, security, empathy and tangible elements. The data collected was analyzed using statistical techniques to identify gaps between customer expectations and perceptions. The main results revealed that customers perceive high reliability in the fulfillment of promises, but identify opportunities for improvement in sensitivity, especially in punctuality and speed of response. Although the company shows high levels of security, it needs improve empathy and individualized attention. The research conclusions They recommend improving the sensitivity of the service, strengthening empathy and attention individualized to guarantee a more satisfactory customer experience.