Influencia del tiempo de atención al cliente en la experiencia de compra de los usuarios de la categoría home del servicio de Internet fijo.

Abstract

The main objective of the following work was to analyze the influence of customer service on customer´s purchase experience in home category of Netlife company in Guayaquil city. For this purpouse, a study was carried out using the interview as a qualitative tool for data colection; 7 interviews where made to professionals of the company. About 5.242 calls where analysed, using a methodology of content analysis, in order to know with a higher grade of certainty what factors influence when meeting customer´s expectations in relation to the company´s services. As result of the market research, it was determined that Netlife has the commitment to seek the customer´s satisfaction in various aspects of their trip in the company´s processes; however, there are factors that the company must work so that the aforementioned is fulfilled with all its users, being the most important factor the response time to customer´s requests.