Modelo sistematizado de procesamiento óptimo de reclamos y quejas de los usuarios para mejorar la supervisión de los servicios de telecomunicaciones
The Supervisory Agency for Private Investment in Telecommunications, a decentralized public agency in charge of regulating and supervising the telecommunication services market, has the regulatory and supervisory capacity on telecommunication services at national level. Nevertheless, the dynamics...
| Autor Principal: | Gomez Alvarado, Miluska Miroslava |
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| Formato: | Tesis de Maestría |
| Idioma: | Español |
| Publicado: |
Pontificia Universidad Católica del Perú
2018
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| Materias: | |
| Acceso en línea: |
http://tesis.pucp.edu.pe/repositorio/handle/123456789/12518 |
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| Sumario: |
The Supervisory Agency for Private Investment in Telecommunications, a decentralized public agency in charge of regulating and supervising the
telecommunication services market, has the regulatory and supervisory capacity on
telecommunication services at national level. Nevertheless, the dynamics of this
activity is so complex that could eventually require to improve its supervisory
techniques. The study proposes to design an automated model for an optimal processing of users’ complaints and claims, proposed as a contribution of the thesis to improve OSIPTEL supervisory role in the current conditions of significant rates of users’ claims and complaints that the operators are not able to diminish. In addition, it proposes to perform the application of SERVQUAL measurement scale of expectations, LIKERT type, which operates by differences between the expected
and received service of the user. This tool is incorporated to the proposed model in
order to measure accurately the actual user needs of these services and
consequently, the level satisfaction of the service received. Finally, it considers
incorporating into the proposed model a mechanism of direct user involvement
required to obtain knowledge and effective attention to their needs about these
services through surveys and other means of organized consultation. Due to its type, this is a mixed, descriptive – inferential investigation as it is led to define and describe the telecommunication service issue supplied by the operators to the end users at national level, by means of an analysis and a statistical inference of claims and complaints of these services whose validity is statistically laid down according to the data available at OSIPTEL about the claims and complaints from 2011 to 2015.
The validity of inferences is verified by using statistical tools, descriptive statistics,
frequency tables and statistical summaries of trend and variability, inferential
statistics, estimate and hypothesis test supported by the empirical evidence and statistical calculation of the variable indicators content, key aspects of the
troublesome reality to consider. The instruments used for the data collection in the metropolitan Lima area were as follows: simple closed survey SERVQUAL with a 5-value ordinal scale LIKERT applied to the telecommunication service users carried out inside the operator facilities to make complaints or claims, in total 58 users, proportional amount corresponding to the total sample which represents the current quality of service received as well as a list of claims and complaints from the telecommunication users registered on the OSIPTEL database within the metropolitan Lima area during the five-year period (2011-2015) amounting to 290 registers of individual claims and complaints. After analyzing the number of claims and complaints of the OSIPTEL database, it shows relative percentage proportions of the number of claims and complaints during the period 2011-2015 repeated over time and without correction as a whole. Year after year, two of them stand out in the country: Incorrect invoicing – 42% and infringement of deadlines – 32%. The systemized processing of claims and complaints from the telecommunication service users, supplied by the operators, did not contribute significantly to the enhancement of the service supplied. Year after year, indicators show that both claims and complaints as well as their rate of occurrence remain essentially the same and are also quite numerous. With the proposed model, by applying the SERVQUAL criterion and other integrated
management tools, it is possible to optimize this management and, if it were
implemented, OSIPTEL would have the means to improve the supervisory and
regulatory role of the operators and supply accessible and quality telecommunication
services within a framework of effective competition and be recognized by the
population as an independent, technical and innovative institution. |
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