Diseño de procesos técnicos para mejorar la calidad del servicio que brinda un ISP
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Fecha
2016
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UNIVERSIDAD DE GUAYAQUIL
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El internet se ha convertido en una herramienta necesaria para el desarrollo de actividades, comerciales, financieras, educativas y de comunicación en todo el mundo y su rápido crecimiento ha obligado a que las empresas proveedoras de internet (ISP) se adapten a los requerimientos de sus clientes. Sin embargo en este proceso de rápida adaptación no se han considerado aspectos técnicos importantes que permiten brindar un servicio eficiente, dando como resultado insatisfacción del cliente y por consiguiente la generación de gastos adicionales en revisiones técnicas, aplicación de notas de crédito o cancelación del servicio, afectando directamente a la utilidad de la empresa.
Es por esa razón que el presente trabajo tiene como objetivo “ Diseñar procesos técnicos que permitan mejorar la calidad de servicio de internet que provee la empresa SUPERNET de la ciudad de Cuenca”, para lo cual se aplicará un estudio descriptivo con enfoque cuantitativo ya que se recolectaran datos sobre la calidad del servicio de internet y se realizará un análisis de los mismos; obteniendo como resultado datos cuantitativos que reflejen las causas que generan inconvenientes con la calidad del servicio y que deben ser mejoradas y/o corregidas.
Internet has become a necessary tool to develop commercial, financial, educational and communication activities around the world. Its rapid growth leads to the Internet Service Provider (ISP) to adapt to customers’ requirements. However, during the process of adaptation, have not been considered technical aspects which allow provide an efficient service. As a result, there is customer dissatisfaction that generates additional costs in technical revisions, credit notes or cancellation of service. All of them, affecting directly to reduce company’s revenue. For this reason, the objective of this investigation is: “Designing technical processes to improve the quality of the internet service provided by SUPERNET company at Cuenca city”. At first, a descriptive study was applied with quantitative approach to collect data about the quality of Internet service. Then, all the data was analyzed in order to identify the causes of problems in the service. Finally, it was possible to offer a guide to correct the identified problems or improve the service.
Internet has become a necessary tool to develop commercial, financial, educational and communication activities around the world. Its rapid growth leads to the Internet Service Provider (ISP) to adapt to customers’ requirements. However, during the process of adaptation, have not been considered technical aspects which allow provide an efficient service. As a result, there is customer dissatisfaction that generates additional costs in technical revisions, credit notes or cancellation of service. All of them, affecting directly to reduce company’s revenue. For this reason, the objective of this investigation is: “Designing technical processes to improve the quality of the internet service provided by SUPERNET company at Cuenca city”. At first, a descriptive study was applied with quantitative approach to collect data about the quality of Internet service. Then, all the data was analyzed in order to identify the causes of problems in the service. Finally, it was possible to offer a guide to correct the identified problems or improve the service.
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Palabras clave
Administracion, ISP, Proveedores de internet, telecomunicaciones, calidad de servicio