PERCEPTION OF THE QUALITY OF INTERNET SERVICE PROVIDERS IN ECUADOR
Keywords:
Quality perception, Internet services, Customer satisfaction, Telecommunications, EcuadorAbstract
The expectations of users have increased due to the growing dependence on online connectivity. Companies often overlook service quality while focusing on high-quality products, leading to intense competition; customer perception is essential for satisfaction and loyalty. This research contributes to knowledge in telecommunications and customer satisfaction, helping to understand how users evaluate Internet service quality in Ecuador and contributes to business and policy decision-making, potentially improving service quality. A mixed approach was used, including field, literature, and descriptive research. The study population includes 10 Internet service providers and a sample of 120 users for surveys and interviews with two experts. The results identified a digital divide between rural and urban areas. Challenges such as investment in infrastructure, competition, and regulation were identified, with proposals to improve connection speed, stability, and availability. Experts emphasized the importance of improving customer service and promoting transparency in fees. The survey showed a majority satisfied with speed but with frequent interruptions and stability issues. Recommendations were made to improve service quality, including infrastructure improvements, promoting competition, and innovation in the sector.
Keywords: Quality perception, Internet services, Customer satisfaction, Telecommunications, Ecuador.
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