Strategic business thinking in quality of services, internet companies Municipìo Páez, Estado Portuguesa

Abstract

The objective of the research work was to analyze the strategic business thinking in quality of services, internet companies in the municipality of Paez, state of Portuguesa, framed within the positivist paradigm, with a quantitative approach, descriptive level research design, fieldwork modality, transectional research. A population of service companies of the municipality. Non-probabilistic sampling, of (6) service business managers, applying a sampling with statistical parameters determined 24,762 subscribers, a statistical procedure with representation of (25) users. The data collection used the survey, as an instrument two closed questionnaires, with (15) items each, multiple alternatives: always, sometimes and never, addressed to the participating subjects (managers/users). The validity of the instrument was by expert judgment, to determine the reliability, whose Cronbach's Alpha Coefficient was 0.89 for each instrument. As results respond to the proposed objectives with their conclusions, based on total quality, as an organizational element, does not meet the expectations of users, even though (100%) of users indicate that the company promises and must fulfill satisfying the customer. It recommends providing greater motivation to the company's staff and users, evidencing the quality, service, and differentiating the competition in the companies, making cultivate relationships with customers.