Citas bibligráficas
Ramos, T., Vásquez, L. (2016). Satisfacción de los clientes respecto a la calidad del servicio que brinda Optical Networks S.A.C en el periodo 2014-2015 [Tesis, Universidad Femenina del Sagrado Corazón]. http://hdl.handle.net/20.500.11955/296
Ramos, T., Vásquez, L. Satisfacción de los clientes respecto a la calidad del servicio que brinda Optical Networks S.A.C en el periodo 2014-2015 [Tesis]. PE: Universidad Femenina del Sagrado Corazón; 2016. http://hdl.handle.net/20.500.11955/296
@misc{renati/225123,
title = "Satisfacción de los clientes respecto a la calidad del servicio que brinda Optical Networks S.A.C en el periodo 2014-2015",
author = "Vásquez Tara, Leonor",
publisher = "Universidad Femenina del Sagrado Corazón",
year = "2016"
}
This research has the general objective to determine the level of customer satisfaction regarding the quality of service provided by the Optical Networks S.A.C. in the period 2014 and 2015. For the development of the Servqual research survey that measures customer satisfaction on the quality of service the company applied; which it consists of 5 dimensions: trustworthiness, responsibility, security, empathy and tangible. The study sample consisted of 90 clients who occupied positions of heads of systems, heads of IT (Information Technology), project managers, or executives responsible for the provision and installation see service. As a result we find that the level of customer satisfaction with the service provided by the company is satisfactory, because the perception in the dimensions exceed the value of expectations, except for security. (see tabla7). In the present study we postulated that the level of customer satisfaction regarding the quality of service provided by the company Optical Networks S.A.C. It was not satisfactory; however, it was demonstrated by lines above the level of customer satisfaction was significantly satisfactory which contradicts the hypothesis. Keyword: customer satisfaction, service quality, reliability, responsibility, security, empathy and tangible.
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