Análisis comparativo de la calidad de servicios de atención telefónica de las empresas privadas y pública de telecomunicaciones en Ecuador, período 2012 - 2014

Abstract

The purpose of this degree project is to compare the different telephone service indicators in each of the companies, both public (CNT) and private (CLARO and MOVISTAR), in the period from 2012 to 2014. They were used as instruments Of obtaining information surveys to customers, likewise will review the training records of the companies under study. The quality of services in private companies is higher than public enterprises, the latter are below the threshold of ARCOTEL standards, ie 60% while private ones are above 80%, it was shown that The CNT company is highly dissatisfied with the customer because the average of three years is 60% compliance, unlike the others that are at 80%, according to ARCOTEL standards. In the training records of all the companies of the study, it was verified the non-accomplishment of trainings to the personnel. This work will provide information to managers, experts and scholars who intend to establish methods or standards of quality in terms of telephone attention, clearly favor public and private institutions.