Análisis de la relación del grado de la calidad del servicio vs la satisfacción de los usuarios de la telefonía Claro en la ciudad de Macará

Abstract

Abstract: The present research work whose general objective analysis of the relationshipof the degree of quality of the service vs the satisfaction of the user of the Clarotelephonyin the cityof Macará,exhibits this methodology in which the descriptive study and the deductive method were used, therefore, a questionnaire was applied witha sample of the population of 137 users and clients, through social networks; therefore, 15 closed questionswere askedwith the servqual methodbasedon the 5 dimensionsof quality of service:tangibleelements, reliability, responsiveness, security and empathy, in turn, 10 closed questions were asked for thesatisfactionof the user, in both variables the top two box analysisand the Likert scale were used. In the results obtained, the perception of the quality of the servicewas shown with a rating of44.6% and on the other hand, the perception of satisfaction with a rating of 37.2%, for this, it is effectively concluded that there is a low quality of service.