Resumen

CORDERO GUZMAN, Diego Marcelo; ERAZO ALVAREZ, Juan Carlos  y  BERMEO PAZMINO, Katina Vanessa. Quality of service in internet service provider organizations from the perspective of students from different educational levels. Conrado [online]. 2023, vol.19, n.90, pp. 83-91.  Epub 27-Feb-2023. ISSN 1990-8644.

Models oriented to service quality in the organization and specifically for Internet service providers are available in the literature. In the present work, an analysis of the influence on customer satisfaction (SCL) of the variables: infrastructure and network coverage (ICR), customer service and information (SCI), organization (ORG), and security (SEG) was carried out. The quantitative study was carried out for a particular Internet service provider; for this purpose, 100 surveys were applied to customers using Internet services at different levels of education, such as primary, secondary, university, master's or PhD. The proposed relationships form the paths of a mathematical model, which is analyzed under structural equations with the partial least squares (PLS) technique. In the end, the results indicated that network infrastructure and coverage is the most important factor that positively influences customer satisfaction, followed by customer service and information provided and security. On the other hand, the image and reputation of the organization does not influence customer satisfaction.

Palabras clave : Education; Quality of service; Customer satisfaction; Organization; Structural equations.

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