Service quality and mobile phone user satisfaction in a Peruvian university
The objective of this study was to determine the relationship between service quality and mobile phone user satisfaction at a Peruvian University. The type of research has a quantitative approach with a non-experimental cross-sectional design. The sample consisted of 149 students of the institution...
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| Formato: | Artículo |
| Lenguaje: | inglés |
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2023
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| _version_ | 1881700461755498496 |
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| author | Edelia García Camizán |
| author_browse | Edelia García Camizán |
| author_facet | Edelia García Camizán |
| author_sort | Edelia García Camizán |
| collection | Producción científica |
| description | The objective of this study was to determine the relationship between service quality and mobile phone user satisfaction at a Peruvian University. The type of research has a quantitative approach with a non-experimental cross-sectional design. The sample consisted of 149 students of the institution applying a questionnaire of 36 questions with a Likert scale. Likewise, an internal consistency test was carried out through KMO and Bartlett with a significance of 0.00, which indicates that the instrument is valid and the Cronbach's alpha test, yielding a reliability result of 0.958. For the analysis of data distribution under the normality test, the Kolmogorov-Smirnov method was used with a significance level of 0.00, this determines that the distribution is not normal. It is concluded that there is a significant correlation between the variables quality of service and user satisfaction with a p value of 0.00, likewise a Kendall Tau-b correlation coefficient of 0.881 was evidenced, showing a very good and significant correlation between both variables. |
| format | Article |
| id | openalex:W4383873987 |
| institution | UPeU |
| language | English |
| publishDate | 2023 |
| publishDateRange | 2023 |
| publishDateSort | 2023 |
| record_format | dspace |
| spelling | openalex:W4383873987Service quality and mobile phone user satisfaction in a Peruvian universityEdelia García Camizánservice qualityuniversity studentsmobile phone servicestelecommunications serviceshigher education institutionsCustomer Service Quality and LoyaltyTechnology Adoption and User BehaviourConsumer Behavior and Marketing InfluenceThe objective of this study was to determine the relationship between service quality and mobile phone user satisfaction at a Peruvian University. The type of research has a quantitative approach with a non-experimental cross-sectional design. The sample consisted of 149 students of the institution applying a questionnaire of 36 questions with a Likert scale. Likewise, an internal consistency test was carried out through KMO and Bartlett with a significance of 0.00, which indicates that the instrument is valid and the Cronbach's alpha test, yielding a reliability result of 0.958. For the analysis of data distribution under the normality test, the Kolmogorov-Smirnov method was used with a significance level of 0.00, this determines that the distribution is not normal. It is concluded that there is a significant correlation between the variables quality of service and user satisfaction with a p value of 0.00, likewise a Kendall Tau-b correlation coefficient of 0.881 was evidenced, showing a very good and significant correlation between both variables.Articlehttps://doi.org/10.17268/sciendo.2023.027https://revistas.unitru.edu.pe/index.php/SCIENDO/article/download/5333/5503http://dx.doi.org/10.17268/sciendo.2023.027W4383873987enSCIÉNDO1681-72302617-37352023-06-30 |
| spellingShingle | service quality university students mobile phone services telecommunications services higher education institutions Customer Service Quality and Loyalty Technology Adoption and User Behaviour Consumer Behavior and Marketing Influence Edelia García Camizán Service quality and mobile phone user satisfaction in a Peruvian university |
| title | Service quality and mobile phone user satisfaction in a Peruvian university |
| title_full | Service quality and mobile phone user satisfaction in a Peruvian university |
| title_fullStr | Service quality and mobile phone user satisfaction in a Peruvian university |
| title_full_unstemmed | Service quality and mobile phone user satisfaction in a Peruvian university |
| title_short | Service quality and mobile phone user satisfaction in a Peruvian university |
| title_sort | service quality and mobile phone user satisfaction in a peruvian university |
| topic | service quality university students mobile phone services telecommunications services higher education institutions Customer Service Quality and Loyalty Technology Adoption and User Behaviour Consumer Behavior and Marketing Influence |
| topic_facet | service quality university students mobile phone services telecommunications services higher education institutions Customer Service Quality and Loyalty Technology Adoption and User Behaviour Consumer Behavior and Marketing Influence |
| url | https://doi.org/10.17268/sciendo.2023.027 https://revistas.unitru.edu.pe/index.php/SCIENDO/article/download/5333/5503 http://dx.doi.org/10.17268/sciendo.2023.027 |
| work_keys_str_mv | AT edeliagarciacamizan servicequalityandmobilephoneusersatisfactioninaperuvianuniversity |