Bibliographic citations
Montes, H., (2017). Nivel de satisfacción de los clientes de telefonía celular de claro en la ciudad de Iquitos, periodo diciembre 2016 [Tesis, Universidad de la Amazonía Peruana]. http://repositorio.unapiquitos.edu.pe/handle/20.500.12737/5000
Montes, H., Nivel de satisfacción de los clientes de telefonía celular de claro en la ciudad de Iquitos, periodo diciembre 2016 [Tesis]. : Universidad de la Amazonía Peruana; 2017. http://repositorio.unapiquitos.edu.pe/handle/20.500.12737/5000
@mastersthesis{renati/291152,
title = "Nivel de satisfacción de los clientes de telefonía celular de claro en la ciudad de Iquitos, periodo diciembre 2016",
author = "Montes Acosta, Harry Alexander",
publisher = "Universidad de la Amazonía Peruana",
year = "2017"
}
The cellular telephone market in the city of Iquitos is made up of four operators: Movistar, Claro, Entel and Bitel. In the case of Claro, it is the third in importance by the number of clients that it has. The perception of customers is that Claro has a better coverage or reach than other operators, and that the speed of internet in the cell phone is greater, comparative advantages that must be taken advantage of for a better position in the market. The objective of this master thesis was to determine the level of satisfaction of Claro's cell phone customers in the city of Iquitos. For this, the present investigation of Descriptive and Non-Experimental design was carried out, analyzing the behavior of the Independent Variables (quality of service, coverage, internet, contracted plan price, treatment received) and Dependent Variable (satisfaction of clients). After analyzing and discussing the results, it was possible to conclude that the level of satisfaction of Claro's cellular customers is rated as Good, and that the factors that influence are the Coverage or Scope of the Service, and the internet speed in the cell phone; while the Received Treatment is not determinant in the level of satisfaction. Likewise, aspects of the type of contracted plan, price of the plan, quality of service, good treatment, knowledge of the subject, physical environment, comfort of facilities, among others, have been evaluated.
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