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 |
| Publicado: |
2023
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| Materias: | |
| Acceso en línea: | Enlace permanente (DOI o Handle) Descargar el archivo Enlace permanente (DOI o Handle) |
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| Sumario: | 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. |
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