Proposed Model for Measuring Customer Satisfaction with Telecommunications Services

Abstract

The aim of this article is to propose a model for measuring customer satisfaction in users of telecommunications services. The methodological design is quantitative descriptive and explanatory type, using a survey as data collection tool, with a sample of 415 users of telecommunications services (landline telephone, television and Internet services) in the city of Medellin. Among the results, it is found that the service in the Call Centers and timely response to requests, inquiries, or complaints, and an effective service are among the factors that have the most influence in the satisfaction of users of telecommunications services. In addition, it is noted that the perception of a favorable cost-benefit services is influenced by the offered plans and promotions, and the proper settlement of claims and applications in their companies, showing that these are issues that need to be strengthened in telecommunication services companies.

DOI: 10.5901/mjss.2017.v8n2p15