Implementación y validación de la herramienta de medición de la calidad percibida integral de los servicios de telecomunicaciones
Fecha
2009-06-25
Autores
Leal Coca, Dassiel
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La presente investigación fue desarrollada en la Dirección Territorial de Villa Clara de
Empresa de Telecomunicaciones de Cuba SA. y en la misma se mejora y se
implementa a gran escala la herramienta de medición de la calidad percibida Telqual
Integral. Para ello se realizó una revisión bibliográfica con un alto nivel de actualización,
donde se abordaron los aspectos más importantes sobre el temático objeto de estudio.
Previamente se realiza un análisis de los resultados de las mediciones de la calidad
percibida desde el 2004 hasta el año 2009 utilizando información disponible en la
DTVC. Posteriormente se realiza una revisión y valoración de la herramienta Telqual
Integral con el objetivo de realizarle mejoras a la misma. Otro de los aportes de la
presente investigación es el diseño de un procedimiento de aplicación de la herramienta
que incluye elementos del Diseño de Experimentos y que sirve como soporte
metodológico para futuras aplicaciones.
En el Capítulo III se aplica la herramienta Telqual Integral siguiendo el procedimiento
propuesto y se analizan estadísticamente los resultados obteniendo información sobre
los niveles de la calidad percibida que ofrece la DTVC en sus servicios. La información
obtenida se analiza desde nuevos enfoques aportando información valiosa para la toma
de decisiones.
The present investigation was developed in the Territorial Direction of Villa Clear in the Company of Telecommunications of Cuba SA. And in the same improves and implement on a large scale the tool of measurement of the quality perceived TelQual Integral for the services of telecommunications. This will involve a literature review with a high level update, which addressed the most revealing aspects of the issue related to the object of study. Previously, an analysis of the results of measurements of perceived quality from 2004 to 2009 using available information on measurements of perceived quality in the preceding DTVC. Once analyzed the information and reaching conclusions about the current situation of the quality of services ETECSA, is a review and assessment tool Telqual Integral proposing improvements to it. As another contribution of this research is designing a procedure for applying the tool that includes elements of design of experiments and it serves as a support method for future applications. In Chapter III applies the tool Telqual Integral following the proposed procedure and the results were statistically analyzed to obtain information on levels of perceived quality which offers its services in the DTVC. For this analysis applies statistical tools provide new dimensions to the information obtained.
The present investigation was developed in the Territorial Direction of Villa Clear in the Company of Telecommunications of Cuba SA. And in the same improves and implement on a large scale the tool of measurement of the quality perceived TelQual Integral for the services of telecommunications. This will involve a literature review with a high level update, which addressed the most revealing aspects of the issue related to the object of study. Previously, an analysis of the results of measurements of perceived quality from 2004 to 2009 using available information on measurements of perceived quality in the preceding DTVC. Once analyzed the information and reaching conclusions about the current situation of the quality of services ETECSA, is a review and assessment tool Telqual Integral proposing improvements to it. As another contribution of this research is designing a procedure for applying the tool that includes elements of design of experiments and it serves as a support method for future applications. In Chapter III applies the tool Telqual Integral following the proposed procedure and the results were statistically analyzed to obtain information on levels of perceived quality which offers its services in the DTVC. For this analysis applies statistical tools provide new dimensions to the information obtained.
Descripción
Palabras clave
Calidad de los Servicios, Toma de Decisiones, Gerencia Territorial de la Empresa de Telecomunicaciones de Cuba SA., Villa Clara