Proposed Model for Measuring Customer Satisfaction with Telecommunications Services

Rendón Claudio Marco Cartagena, Vásquez Andrés, Benjumea-Arias Martha and Valencia-Arias Alejandro
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Rendón Claudio Marco Cartagena: Researcher, Institución Universitaria Escolme, Medellín, Colombia
Vásquez Andrés: Research Center Coordinator, Institución Universitaria Escolme, Medellín, Colombia
Valencia-Arias Alejandro: Professor of Administrative Sciences, Instituto Tecnológico Metropolitano, Medellín, Colombia

Mediterranean Journal of Social Sciences, 2017, vol. 8, issue 2, 15-25

Abstract: The aim of this article is to propose a model for measuring customer satisfaction in users of telecommunications services. The methodological design is quantitative descriptive and explanatory type, using a survey as data collection tool, with a sample of 415 users of telecommunications services (landline telephone, television and Internet services) in the city of Medellin. Among the results, it is found that the service in the Call Centers and timely response to requests, inquiries, or complaints, and an effective service are among the factors that have the most influence in the satisfaction of users of telecommunications services. In addition, it is noted that the perception of a favorable cost-benefit services is influenced by the offered plans and promotions, and the proper settlement of claims and applications in their companies, showing that these are issues that need to be strengthened in telecommunication services companies.

Keywords: telecommunications services; customer satisfaction; service quality; perceptions (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:mjsosc:v:8:y:2017:i:2:p:15-25:n:7

DOI: 10.5901/mjss.2017.v8n2p15

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