Análisis de la satisfacción de los servicios ofrecidos por las operadoras móviles en la ciudad de Machala.

Abstract

Mobile operators play an important role within society, since they provide a GSM service allowing the action of receiving and sending messages; as well as the use of different applications and the internet, in order to improve the communication system of people. However, despite the fact that there are currently great technological advances, customer satisfaction has been one of the greatest determinants for their quality and effectiveness to be the anchor point of success in companies that provide this type of service. of services. That is why this research work has been carried out in order to analyze the level of user satisfaction in the services offered by mobile operators in the city of Machala, in the period 2022. Since, it has been considered important know in depth what are the needs of customers and what are the strategies that are aimed at building trust and satisfaction between the customer and the services offered by mobile operators. Therefore, in the first chapter, the description of the problem, objectives and a brief documentary review of the mobile operators, both nationally and locally, have been developed. In the second chapter, the collection of theoretical information on the subject was carried out; while, in the third chapter, a qualitative - quantitative methodology was applied, since the data was measurable and detailed in depth. Where it was obtained as results that the quality of the service provided by mobile operators, the time to solve problems and the behavior of the workers, are the factors that directly affect customer satisfaction; as well as that, in the city of Machala, the operator CLARO is the one that has obtained greater preference on the part of the users.