Methodological Proposal for Measuring the Satisfaction of Mobile Internet Users in Colombia

In the most recent update to the Regime for the Protection of Users’ Rights of Communications Services, the requirement was included that operators should monitor user satisfaction with respect to each of the means of attention through the indicator called Net Promoter Score (NPS). The NPS, despite...

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Autor Principal: Aristizabal Uchima, Harold
Formato: Artículo (Article)
Lenguaje:Español (Spanish)
Publicado: Universidad Santo Tomás / Instituto Colombiano de Normas Técnicas y Certificación ICONTEC 2019
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id ir-11634-21627
recordtype dspace
spelling ir-11634-216272020-03-09T15:34:42Z Methodological Proposal for Measuring the Satisfaction of Mobile Internet Users in Colombia Propuesta metodológica para la medición de la satisfacción de usuarios de internet móvil en Colombia Aristizabal Uchima, Harold mobile internet mobile operators customer satisfaction satisfaction measurement net promoter score internet móvil operadores móviles satisfacción del cliente medición de la satisfacción net promoter score In the most recent update to the Regime for the Protection of Users’ Rights of Communications Services, the requirement was included that operators should monitor user satisfaction with respect to each of the means of attention through the indicator called Net Promoter Score (NPS). The NPS, despite being a widely used indicator in various sectors, in this case it only inquires about user satisfaction against the attention received by a certain channel and it does not allow to have a general view of user satisfaction that covers all aspects and moments of service provision. In the investigation development, a model for measuring the satisfaction of mobile internet users is proposed, which in addition to containing the NPS, allows to measure the satisfaction users of the mobile internet service in a representative and comparable way in the main cities of Colombia, covering the user experience in all phases of the service provision cycle En la más reciente actualización al Régimen de Protección de los Derechos de los Usuarios de Servicios de Comunicaciones, se incluyó el requerimiento referente a que los operadores deben monitorear la satisfacción del usuario respecto a cada uno de los medios de atención por medio del indicador denominado Net Promoter Score (NPS). El NPS, a pesar de ser un indicador ampliamente utilizado en diversos sectores, en este caso solo indaga acerca de la satisfacción del usuario frente a la atención recibida por un determinado canal y no permite tener una mirada general de la satisfacción del usuario que abarque todos los aspectos y momentos de la prestación del servicio. En el desarrollo de la investigación, se propone un modelo de medición de la satisfacción de los usuarios de internet móvil, que además de contener el NPS permita medir de una forma representativa y comparable la satisfacción de los usuarios del servicio de internet móvil en las principales ciudades de Colombia, abarcando la experiencia del usuario en todas de las fases del ciclo de prestación del servicio 2019-11-27 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Artículo revisado por pares Cuantitativo Quantitative https://revistas.usantotomas.edu.co/index.php/signos/article/view/5423 10.15332/24631140.5423 spa https://revistas.usantotomas.edu.co/index.php/signos/article/view/5423/pdf Derechos de autor 2020 SIGNOS-Investigación en sistemas de gestión application/pdf Universidad Santo Tomás / Instituto Colombiano de Normas Técnicas y Certificación ICONTEC SIGNOS-Investigación en Sistemas de Gestión; Vol. 12 No. 1 (2020) SIGNOS - Investigación en sistemas de gestión; Vol. 12 Núm. 1 (2020) 2463-1140 2145-1389 SIGNOS-Investigación en Sistemas de Gestión; v. 12 n. 1 (2020)
institution Universidad Santo Tomas
collection DSpace
language Español (Spanish)
topic mobile internet
mobile operators
customer satisfaction
satisfaction measurement
net promoter score
internet móvil
operadores móviles
satisfacción del cliente
medición de la satisfacción
net promoter score
spellingShingle mobile internet
mobile operators
customer satisfaction
satisfaction measurement
net promoter score
internet móvil
operadores móviles
satisfacción del cliente
medición de la satisfacción
net promoter score
Aristizabal Uchima, Harold
Methodological Proposal for Measuring the Satisfaction of Mobile Internet Users in Colombia
description In the most recent update to the Regime for the Protection of Users’ Rights of Communications Services, the requirement was included that operators should monitor user satisfaction with respect to each of the means of attention through the indicator called Net Promoter Score (NPS). The NPS, despite being a widely used indicator in various sectors, in this case it only inquires about user satisfaction against the attention received by a certain channel and it does not allow to have a general view of user satisfaction that covers all aspects and moments of service provision. In the investigation development, a model for measuring the satisfaction of mobile internet users is proposed, which in addition to containing the NPS, allows to measure the satisfaction users of the mobile internet service in a representative and comparable way in the main cities of Colombia, covering the user experience in all phases of the service provision cycle
format Artículo (Article)
author Aristizabal Uchima, Harold
author_facet Aristizabal Uchima, Harold
author_sort Aristizabal Uchima, Harold
title Methodological Proposal for Measuring the Satisfaction of Mobile Internet Users in Colombia
title_short Methodological Proposal for Measuring the Satisfaction of Mobile Internet Users in Colombia
title_full Methodological Proposal for Measuring the Satisfaction of Mobile Internet Users in Colombia
title_fullStr Methodological Proposal for Measuring the Satisfaction of Mobile Internet Users in Colombia
title_full_unstemmed Methodological Proposal for Measuring the Satisfaction of Mobile Internet Users in Colombia
title_sort methodological proposal for measuring the satisfaction of mobile internet users in colombia
publisher Universidad Santo Tomás / Instituto Colombiano de Normas Técnicas y Certificación ICONTEC
publishDate 2019
_version_ 1712105598214995968
score 12,131701