Service quality and mobile phone user satisfaction in a Peruvian university

Abstract

The objective of this study was to determine the relationship between service quality and mobile phone user satisfaction at a Peruvian University. The type of research has a quantitative approach with a non-experimental cross-sectional design. The sample consisted of 149 students of the institution applying a questionnaire of 36 questions with a Likert scale. Likewise, an internal consistency test was carried out through KMO and Bartlett with a significance of 0.00, which indicates that the instrument is valid and the Cronbach's alpha test, yielding a reliability result of 0.958. For the analysis of data distribution under the normality test, the Kolmogorov-Smirnov method was used with a significance level of 0.00, this determines that the distribution is not normal. It is concluded that there is a significant correlation between the variables quality of service and user satisfaction with a p value of 0.00, likewise a Kendall Tau-b correlation coefficient of 0.881 was evidenced, showing a very good and significant correlation between both variables.