The quality of the mobile service and the satisfaction of users in El Oro province

Main Article Content

Jorge Fabian Armijos-Romero
Wilton Eduardo Romero-Black
Norman Vinicio Mora-Sanchez
Liana Carola Sánchez-Cabrera

Abstract

The mobile phone service in Ecuador has experienced significant growth over the past decade; however, it also faces serious issues regarding service quality and customer satisfaction, as evidenced by records on social networks and reviewed academic studies. In this descriptive, non-experimental, cross-sectional research, the objective was to understand the quality of mobile phone services, addressed through nine dimensions (Phone calls, Text messages, Mobile data, Customer service from call centers, Customer service at agencies, Advertising, Plan offerings, Accessibility through physical stores, and Accessibility through digital media), and its impact on satisfaction levels measured through the NPS. The study focused on a sample of 311 individuals born or residing for at least five years in El Oro province, and/or foreigners who have completed the immigration registration and are eligible to have a mobile phone number. The results of this research showed that Claro is the mobile service operator with the largest number of clients, Tuenti is where the most satisfied customers are found, CNT is preferred for postpaid plans, Movistar is the best at retaining customers, while AkiMOVIL and MAXIplus were not preferred by any individual. Additionally, the study demonstrated the relationships between gender, age range, marital status, and the highest level of education attained, with perceived quality and satisfaction levels.

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How to Cite
Armijos-Romero , J., Romero-Black, W., Mora-Sanchez, N., & Sánchez-Cabrera, L. . (2024). The quality of the mobile service and the satisfaction of users in El Oro province. 593 Digital Publisher CEIT, 9(3), 238-249. https://doi.org/10.33386/593dp.2024.3.2386
Section
Investigaciones /estudios empíricos
Author Biographies

Jorge Fabian Armijos-Romero , Universidad Técnica de Machala - Ecuador

https://orcid.org/0009-0005-9284-671X

Student graduated from the Faculty of Business Sciences, Business Administration degree (2015-2022) 

Wilton Eduardo Romero-Black, Universidad Técnica de Machala - Ecuador

https://orcid.org/0000-0001-5200-1361

Industrial Engineer, Research professor at UTMACH, professor of the Quality Management, Production Administration and Environmental Management chairs; PhD candidate in Environmental Science and Technology in Coruña-Spain, Project Manager for Relations with society, Industrial Technical Advisor with 5 years of experience in the industrial sector and 12 years in education and more than 10 investigations in the area of ​​knowledge 

Norman Vinicio Mora-Sanchez, Universidad Técnica de Machala - Ecuador

http://orcid.org/0002-2814-2751

PhD in Business Administration (UNMSM), 

Master of Business Administration (UTMACH), 

Commercial Engineer in Business Administration (UTMACH), 

Bachelor of Business Administration 

Chief Financial Administrative Officer of the Municipal Health Directorate GAD Machala (2001-2009) 

Manager in Charge of EMSA GAD Machala (2009) 

Former Coordinator of the UTMACH-MIPRO agreement (2014-2016), 

Former University Extension Coordinator (2008-2010), 

Professor at UTMACH since 1998 

e-mail: nmora@utmachala.edu.ec; 

vini.21173@hotmail.com 

Liana Carola Sánchez-Cabrera, Universidad Técnica de Machala - Ecuador

Commercial Engineer, Research Professor at UTMACH, Professor of the Departments of Finance, Financial Administration; pursuing a Doctorate in Business Administration, Coordinator of the Business Administration Career with 5 years of experience 

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