Diagnosis to the process of monitoring and measuring customers’ satisfaction on ETECSA

Authors

  • Frank Javier Legón Larrinaga Empresa de telecomunicaciones de Cuba S.A. Author
  • Yasnay Anaimí Filpes Morejón Empresa de Telecomunicaciones de Cuba S.A. Dirección de Inteligencia Empresarial Author
  • Mayra Ledo Ferrer Universidad Tecnológica de La Habana José Antonio Echeverría, CUJAE Author
  • Aleida González González Universidad Tecnológica de La Habana José Antonio Echeverría, CUJAE Author

Keywords:

Diagnosis, Satisfaction, Customer, Monitoring, Measurement

Abstract

The monitoring and measuring process regarding customers’ satisfaction is intended to monitor customers’ perception about the product quality and received services. This activity was diagnosed in ETECSA through a survey and a self-assessment tool; designed from the Ibero-American Model of Management Excellence and the NC ISO 10004:16 "Quality Management - Customer Satisfaction - Guidelines for monitoring and measuring". This article shows the results achieved in the self-assessment and its correspondence with the respondents' criteria, identifying gaps in the current practices.

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Published

15-12-2020

Issue

Vol. 16 No. 2 (2020): Tono, Revista Científico-Técnica de la Empresa de Telecomunicaciones de Cuba, S.A

Section

Research Articles

How to Cite

Diagnosis to the process of monitoring and measuring customers’ satisfaction on ETECSA . (2020). Tono, Revista Técnica De La Empresa De Telecomunicaciones De Cuba S.A, 16(2), 23-29. http://www.revistatono.etecsa.cu/tono/article/view/334