Evaluación de la calidad de servicio percibida por los clientes del servicio de internet en áreas wifi de la división territorial de ETECSA en Sancti Spíritus
Fecha
2019-06-25
Autores
Chinea Aragón, Nailena
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Editor
Universidad Central "Marta Abreu" de las Villas. Facultad de Ciencias Económicas. Departamento de Economía
Resumen
Uno de los temas de mayor interés a nivel mundial son los estudios de marketing
de servicios y la calidad de servicio percibida. La aplicabilidad de estos estudios es
muy necesaria en la economía cubana actual. Esta investigación se centra como
objeto de estudio teórico en la evaluación de la calidad de servicio percibida por
los clientes y, como objeto de estudio práctico, el servicio de internet en áreas wifi
en la División Territorial de ETECSA en Sancti Spíritus, el cual es de suma
importancia para el país. El objetivo del trabajo es evaluar la calidad de servicio
percibida por los clientes del servicio de internet en áreas wifi en la empresa objeto
de estudio. Los principales resultados del trabajo se concentran en tres aspectos.
En primer lugar, se sistematizan los principales fundamentos teóricos y
metodológicos sobre el marketing de servicios y la calidad de servicio percibida
por el cliente, con énfasis en el servicio de internet. En segundo lugar, se
caracteriza el servicio de internet en áreas wifi en la División Territorial de
ETECSA en Sancti Spíritus. Por último, se desarrolla una investigación de
mercado para evaluar la calidad del servicio objeto de estudio. Al final queda
validada la hipótesis de investigación definida para ETECSA en Sancti Spíritus, es
posible conocer los atributos del servicio importantes para los clientes, identificar
las deficiencias presentes y proponer acciones para la mejora que garanticen la
calidad del servicio de internet en áreas wifi.
One of the topics of greatest interest worldwide are the studies of marketing of services and the perceived quality of service. The applicability of these studies is very necessary in the current Cuban economy. This research is focused as an object of theoretical study in the evaluation of the quality of service perceived by clients and, as an object of practical study, the internet service in Wi-Fi areas in the Territorial Division of ETECSA in Sancti Spíritus, which is of very important for the country. The objective of the work is to evaluate the quality of service perceived by the clients of the internet service in wifi areas in the company under study. The main results of the work are concentrated in three aspects. In the first place, the main theoretical and methodological foundations on the marketing of services and the quality of service perceived by the client are systematized, with emphasis on the internet service. Secondly, the internet service in Wi-Fi areas in the Territorial Division of ETECSA in Sancti Spíritus is characterized. Finally, a market research is carried out to evaluate the quality of the service under study. In the end, the research hypothesis defined for ETECSA in Sancti Spíritus is validated, it is possible to know the important service attributes for the clients, identify the present deficiencies and propose actions for the improvement that guarantee the quality of the internet service in wifi areas.
One of the topics of greatest interest worldwide are the studies of marketing of services and the perceived quality of service. The applicability of these studies is very necessary in the current Cuban economy. This research is focused as an object of theoretical study in the evaluation of the quality of service perceived by clients and, as an object of practical study, the internet service in Wi-Fi areas in the Territorial Division of ETECSA in Sancti Spíritus, which is of very important for the country. The objective of the work is to evaluate the quality of service perceived by the clients of the internet service in wifi areas in the company under study. The main results of the work are concentrated in three aspects. In the first place, the main theoretical and methodological foundations on the marketing of services and the quality of service perceived by the client are systematized, with emphasis on the internet service. Secondly, the internet service in Wi-Fi areas in the Territorial Division of ETECSA in Sancti Spíritus is characterized. Finally, a market research is carried out to evaluate the quality of the service under study. In the end, the research hypothesis defined for ETECSA in Sancti Spíritus is validated, it is possible to know the important service attributes for the clients, identify the present deficiencies and propose actions for the improvement that guarantee the quality of the internet service in wifi areas.
Descripción
Palabras clave
Marketing de Servicios, División Territorial de ETECSA, Servicio de Internet en Areas Wifi