2626 words - 11 pages

CAPITULO IV Análisis e interpretación de los resultados ________________________________________________________________________
4.1 Introducción
Para la realización de este estudio se aplicaron encuestas a los usuarios del
servicio telefónico Telmex sucursal Cholula, Puebla sobre la calidad en el servicio que se
les otorga en esa sucursal, así como el servicio que presta la compañía Telmex.
En este capítulo se muestran los resultados obtenidos a través de los cuestionarios
en cuanto a la calidad en el servicio y algunos datos interesantes que se analizan
gráficamente de las encuestas aplicadas en la sucursal de Cholula y que son de gran
utilidad para responder a las preguntas de la presente investigación.
Posteriormente se analizarán las respuestas de los usuarios de la telefonía Telmex
con la finalidad de identificar las fortalezas y debilidades en la calidad en el servicio que
se otorga en la sucursal de Cholula, Puebla., así como del servicio que ofrece Telmex en
El criterio que se siguió para interpretar los resultados de la encuesta con una
escala de Likert de 5 puntos fue:
Respuestas mayores o iguales a 3.5 son consideradas como aceptables, y
respuestas menores a 3.5 se consideraron como no aceptables. Este rango se definió con
el propósito de que aquellos elementos de la calidad en el servicio que ofrece la empresa

CAPITULO IV Análisis e interpretación de los resultados ________________________________________________________________________
TELMEX en la sucursal de Cholula, Puebla, cuyo valor fuera entre 3.0 y 3.5, que
pudieran catalogarse como regulares, también sean tomados en cuenta como áreas de
oportunidad para lograr un nivel más alto de satisfacción.
4.2 Análisis global
El promedio general (promedio de todos los promedios de todos los usuarios
encuestados) fue de 3.2 puntos, valor que no difiere mucho del valor de 3.19 puntos
encontrados en la prueba piloto.
Para decidir si es necesario implantar un programa de mejora en la sucursal de Cholula
basándose en los resultados de la encuesta, se planteó la prueba de hipótesis nula:
Hipótesis nula:
(Ho). La sucursal de TELMEX Cholula no requiere implementar mejoras en su servicio
Ho: µ≥3.5
Hipótesis alternativa:
Si se requiere de la implantación de mejoras en el servicio de TELMEX sucursal
H1: µ < 3.5
Para una población de 288, el estadístico más apropiado es la prueba Z.
Para un valor de significancia de α = 0.05

CAPITULO IV Análisis e interpretación de los resultados ________________________________________________________________________
El valor de Z = -1.645 (de acuerdo a valores en tablas)
El valor calculado de z...

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