“…Romero and Romero [10], indicate that customer expectations are attitudes that they assumes about a company, and is related to the product or service given and the professionalism during contact with the client, in addition to being linked to a positive quality of a service provided, personal interest, helpfulness, efficiency and reliability; as well as negative aspects, such as rudeness, delay before responding, delay in response, incompetence and indifference among others. Finally, the movement of customers from one service provider to another is called customer churn.…”