Resumo

AZERO GOMEZ, Vania  e  ALMEIDA CARDONA, Rodrigo. Impact of service quality and satisfaction on customers loyalty of mobile phone companies. Perspectivas [online]. 2021, n.48, pp.37-56.  Epub 01-Nov-2021. ISSN 1994-3733.

In the city of Cochabamba there are three telephone companies that provide their services, but it is not known how their services affect service quality, satisfaction and customer loyalty. Therefore, the main objective of this study is to analyze the impact of service quality and satisfaction on customer loyalty of mobile telephone companies in the city of Cochabamba, Cercado province. Therefore, in order to obtain the information, a questionnaire was carried out according to the techniques and instruments for data collection, which surveyed people over 18 years of age and older who are students, professionals and non-professionals. The results obtained responded to the objectives and hypotheses proposed for the study. Therefore, different statistical techniques were applied for the analysis, such as descriptive statistics, confirmatory factor analysis, reliability analysis, analysis of correlations between variables, factor analysis, linear regression and finally analysis of variance. All the aforementioned techniques gave results about the differences in the users’ perceptions, as well as the existence of differences in the sociodemographic variables, and the positive and direct relationship between the dimensions of the model applied for the study.

Palavras-chave : Mobile telephony; service quality; satisfaction; loyalty; factor analysis.

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