La gestión de la calidad del servicio y su impacto en la competitividad en las empresas de telefonía celular en la provincia de Tungurahua

Abstract

The Mobile operators that operate in Ambato are CONECEL S.A (Claro), OTECEL (Movistar) and CNT. These operators, have migrated their networks by opting for different technologies, are dedicated to providing cellular telephone services to the public to be able to meet the needs, which are regulated by the National Council of Telecoms regulator CONATEl, which is the entity of administration and regulation of telecommunications in the country. For this reason, this research work focuses on the implementation of strategies of quality of service for the company CONECEL S.A "CLARO", of the city of Ambato, because the competition is increasing, increases in the number and variety of services offered in the market, offering an added value and looking for differentiation in the service. The data obtained by the research field, through the survey addressed to internal customers of the companies CONECEL S.A. "CLARO", OTECEL S.A. "MOVISTAR" and CNT, have determined that it is necessary to correct the most important aspects, with the aim of providing a better quality of service to clients. For this reason, the proposal is to apply strategies of quality of service for the company CONECEL S.A. "CLARO", of the province of Tungurahua, with the aim of achieving greater competitiveness, and thus obtain optimal results in less time.