Resumo

AMONZABEL GONZALES, Msc. Miguel Ángel. Application of the servperf model in Mobile telephony services in the city of Sucre (2019-2020). Investigación y Negocios [online]. 2021, vol.14, n.23, pp.88-111.  Epub 30-Jun-2021. ISSN 2521-2737.  https://doi.org/10.38147/invneg.v14i23.130.

This article aims to determine the perceived quality of mobile phone and internet service customers in the city of Sucre in the 2019-2020 period, considering that there are changes over time on the perception of quality and even more so in the current situation. the discrepancies of the external contexts due to the appearance of COVID-19 and the quarantine have drastically transformed the assessment of their customers on mobile phone companies. To determine the perceived quality, the SERVPERF quality model was used, accompanied by statistical tools. It can be seen that customers distinguish the mobile phone industry quality as good to fair in the periods 2019 and 2020, also that there are differences in perceived quality between companies of mobile telephony There is a certain degree of positioning and segmentation of companies in the provision of mobile telephony and internet service

Palavras-chave : Definition of quality; quality of services; servperf model and statistical goodness analysis.

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