<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1990-8644</journal-id>
<journal-title><![CDATA[Conrado]]></journal-title>
<abbrev-journal-title><![CDATA[Conrado]]></abbrev-journal-title>
<issn>1990-8644</issn>
<publisher>
<publisher-name><![CDATA[Editorial Universo Sur]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1990-86442023000100083</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Calidad del servicio en organizaciones proveedoras de internet desde la perspectiva de estudiantes de los diferentes niveles educativos]]></article-title>
<article-title xml:lang="en"><![CDATA[Quality of service in internet service provider organizations from the perspective of students from different educational levels]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Cordero Guzmán]]></surname>
<given-names><![CDATA[Diego Marcelo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Erazo Álvarez]]></surname>
<given-names><![CDATA[Juan Carlos]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Bermeo Pazmiño]]></surname>
<given-names><![CDATA[Katina Vanessa]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Católica de Cuenca  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Ecuador</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>02</month>
<year>2023</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>02</month>
<year>2023</year>
</pub-date>
<volume>19</volume>
<numero>90</numero>
<fpage>83</fpage>
<lpage>91</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S1990-86442023000100083&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S1990-86442023000100083&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S1990-86442023000100083&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN En la literatura están disponibles modelos orientados a la calidad del servicio en la organización y de manera concreta para proveedores de servicios de internet. En el presente trabajo, se ejecutó el análisis de la influencia sobre la satisfacción del cliente (SCL) de las variables: infraestructura y cobertura de red (ICR), servicio al cliente e información (SCI), organización (ORG), seguridad (SEG). El estudio de corte cuantitativo fue ejecutado para un proveedor en particular de servicios de internet; para el efecto se aplicaron 100 encuestas a clientes usuarios de los servicios de internet, de los diferentes niveles de educación, como son primaria, secundaria, universidad, maestría o PhD. Las relaciones propuestas conforman los caminos de un modelo matemático, que es analizado bajo ecuaciones estructurales con la técnica de mínimos cuadrados parciales (PLS). Al final los resultados indicaron que la infraestructura y cobertura de red es el factor más importante que influye positivamente sobre la satisfacción de los clientes, seguido del servicio al cliente e información proporcionada y la seguridad. En cambio, la imagen y reputación que pueda tener la organización no influye en la satisfacción del cliente.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT 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.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Educación]]></kwd>
<kwd lng="es"><![CDATA[Calidad de servicio]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción del cliente]]></kwd>
<kwd lng="es"><![CDATA[Organización]]></kwd>
<kwd lng="es"><![CDATA[Ecuaciones estructurales]]></kwd>
<kwd lng="en"><![CDATA[Education]]></kwd>
<kwd lng="en"><![CDATA[Quality of service]]></kwd>
<kwd lng="en"><![CDATA[Customer satisfaction]]></kwd>
<kwd lng="en"><![CDATA[Organization]]></kwd>
<kwd lng="en"><![CDATA[Structural equations]]></kwd>
</kwd-group>
</article-meta>
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