Relationship between service quality and customer retention of the mobile service in telephone operator
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Abstract
Today the telephone service in the world has become indispensable, not only in the commercial sphere, but also in the social sphere. Therefore, the lack of optimization in the presentation of this public service in Anco Huallo, Chincheros, led to establish an investigation where its main objective is to know the relationship between service quality and customer retention, for this it was necessary to collect and analyze quantitative data, which contributed to the creation of a theoretical basis on the relationship of the study variables. Being used as a theoretical basis the General Regulation of the Quality of Public Telecommunications Services issued by the regulatory entity, while for data collection a questionnaire was structured with 10 questions for the variable quality of service and 11 questions for the variable retention of the client, the same that was applied in survey format. Giving the as a result in the reliability analysis of Cronbach's Alpha of each instrument a 0.61 and 0.65, showing high reliability. On the other hand, the Spearman Rho coefficient was used to determine the relationship between service quality and customer retention, resulting in a value of 0.691; concluding that there is a significantly moderate relationship between the study variables.
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John Peter Aguirre-Landa, Universidad Nacional José María Arguedas – Facultad Ciencias de la Empresa - Perú
I currently work as a teacher at the Faculty of Business Sciences of the Jose Maria Arguedas National University. I have held positions in the public and private sectors. In the public sector I have held positions such as Budget Specialist, Director of Planning and Budget, Director of Administration, Head of Human Resources. In the private sector I have held positions as Head of Planning, Risk Manager and General Manager of the San Pedro de Andahuaylas Savings and Credit Cooperative.
Caleb Pillaca-Janampa, Universidad Nacional José María Arguedas – Facultad Ciencias de la Empresa - Perú
Graduate in business administration, with extensive experience in the public sector with the ability to develop research work, participant in the Passionate course with APA 7th ed. in the writing center of the Javeriana University. recognized by the Mexican Institute of Finance Executives for teaching in the workshop called Development of an Academic Research.
Rocío Victoria Quispe-Rupaylla, Instituto de Investigación de Economía y Desarrollo – Universidad Nacional Toribio Rodríguez de Mendoza - Perú
Currently I work in the Ministry of Education as an advisor to the General Directorate of Higher University Education; Likewise, I was Director of the Directorate for the Coordination and Promotion of the Quality of Higher University Education, from that position various measures were proposed and implemented in terms of financing investments, personnel and actions in the face of the health emergency caused by the spread of COVID-19, in favor of public universities. Extensive experience in data analysis and budget information. I previously worked in the Ministry of Economy and Finance, Jose Maria Arguedas National University, Sub-Regional Directorate of Transport and Communications and the Sub-Regional Agrarian Directorate of Andahuaylas
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