Relación entre calidad de servicio y retención del cliente del servicio móvil en operadora telefónica

Today the telephone service in the world has become indispensable, not only in the commercial sphere, but also in the social sphere. Therefore, the lack of optimization in the presentation of this public service in Anco Huallo, Chincheros, led to establish an investigation where its main objective is to know the relationship between service quality and customer retention, for this it was necessary to collect and analyze quantitative data, which contributed to the creation of a theoretical basis on the relationship of the study variables. Being used as a theoretical basis the General Regulation of the Quality of Public Telecommunications Services issued by the regulatory entity, while for data collection a questionnaire was structured with 10 questions for the variable quality of service and 11 questions for the variable retention of the client, the same that was applied in survey format. Giving the as a result in the reliability analysis of Cronbach's Alpha of each instrument a 0.61 and 0.65, showing high reliability. On the other hand, the Spearman Rho coefficient was used to determine the relationship between service quality and customer retention, resulting in a value of 0.691; concluding that there is a significantly moderate relationship between the study variables.