EVALUACIÓN DE CALIDAD DE LOS SERVICIOS CELULARES MÓVILES DE UNITEL EN LA CIUDAD DE HUAMBO
Resumen
En el trabajo se realiza la evaluación de la calidad de los servicios que ofrece la operadora de telefonía móvil UNITEL en la provincia de Huambo, Angola. Para la realización de la investigación se utiliza como herramienta fundamental el Modelo Modificado de la Escala SERVQUAL, se evalúan las dimensiones; Tangibles, Confiabilidad, Puntualidad, Garantía y Empatía y los factores involucrados son; Apariencia físicas de instalaciones, edificios, equipos, personal y materiales de comunicación, capacidad para prestar el servicio prometido, de forma segura y exacta, disponibilidad para servir a los consumidores y brindar un servicio rápido, conocimiento y cortesía de los empleados y su capacidad para inspirar credibilidad y confianza, así como consideración y atención individualizada que la empresa presta a sus clientes. Como resultados principales se obtiene que, La compañía de teléfonos móviles UNITEL, que desarrolla su servicio en la ciudad de Huambo, lo hace con un reconocimiento positivo de sus clientes y ejecutivos, lo que se observa en los indicadores de los determinantes de la calidad del servicio y los puntajes de SERVQUAL.PALABRAS CLAVE: Calidad; Escala SERVQUAL; evaluación; servicios.QUALITY ASSESSMENT OF UNITEL MOBILE CELLULAR SERVICES IN THE CITY OF HUAMBOABSTRACTThe work assesses the quality of services offered by the mobile operator UNITEL in the province of Huambo, Angola. The Modified Model of the SERVQUAL Scale is used as a fundamental tool for the investigation, the dimensions are evaluated; Tangibles, Reliability, Punctuality, Guarantee and Empathy and the factors involved are; Physical appearance of facilities, buildings, equipment, personnel and communication materials, ability to provide the promised service, safely and accurately, availability to serve consumers and provide fast service, knowledge and courtesy of employees and their ability to inspire credibility and trust, as well as consideration and individualized attention that the company provides to its customers. The main results are that, the mobile phone company UNITEL, which develops its service in the city of Huambo, does so with a positive recognition of its clients and executives, which is observed in the indicators of the quality determinants of the SERVQUAL service and scores.KEYWORDS: Quality; SERVQUAL scale; evaluation; services.Descargas
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