Análisis del impacto en la satisfacción del cliente con la implementación de un sistema de gestión de la calidad bajo norma ISO 9001: 2015 del servicio de internet fijo prestado a los clientes del segmento masivo de Pichincha de la Corporación Nacional de Telecomunicaciones CNT EP

Abstract

The following research study has been proposed with the main objective of knowing if the adoption of a Quality Management System (QMS) ISO 9001: 2015 by the National Telecommunications Corporation CNT EP has had a positive impact on customer satisfaction regarding to the fixed internet service provided to customers in the mass segment of Pichincha, in addition to knowing the evolution of satisfaction rates and the degree of correlation of the variables involved in it. One of the benefits of implementing the aforementioned system is: “facilitating opportunities to increase customer satisfaction”, in this sense, organizations implement quality systems to achieve some benefits, being the central or most important purpose, raising the degree of satisfaction of the client, that is, to meet the expectations that it has.

The telecommunications sector has a constant technological evolution, in which quality techniques and methods are widely used, which is why global telecommunications operators have opted for certification in ISO 9001, as a mechanism to respond in a satisfactory way to the needs of the clients.