Defensa de los consumidores individuales de telefonía móvil en España. De la calidad técnica a la calidad del servicio

Consumer protection in the mobile telecommunications industry has become increasingly important, in particular because in Spain individual consumers exhibit considerably lower satisfaction levels than in the rest of Europe. Recently, consumer protection legislation has been shifting its focus from technical quality to subjective customer service quality. In order to adequately monitor service quality, we propose the publication of a code of rights for the telecommunications user, the periodic publication of satisfaction surveys and several measures regarding the functioning of the Telecommunications Customer Care Office. Clasificacion JEL: K29, L15, L96. Palabras clave: defensa del consumidor, proteccion al consumidor, normativa europea, normativa espanola, consumidor individual de telecomunicaciones moviles, calidad del servicio, calidad tecnica, estandares de calidad.