Abstract

PRADA-AVILA, Karen M.; DIAZ-RUEDA, Silvia I.  and  NOVA-AREVALO, Néstor A.. Effect of trade and regulatory policies on level users satisfaction of mobile phone service in Colombia. TecnoL. [online]. 2014, vol.17, n.32, pp.21-31. ISSN 0123-7799.

This research characterized and quantified the effect of the legislative policy, regulations, and trade policies in the level users satisfaction of the mobile phone service in Colombia. For this, we conducted a market and commerce analysis of mobile telephone, as well as legislative, regulatory, quality and satisfaction policies of service users in Colombia, for the period 2000-2012. As a result seven mathematical models were formulated of the level users satisfaction in Colombia and prepaid and postpaid segment of the three operators with greater market share, through three factors like value of importation of mobile phones, quantity of phones approved and market sharing between operators, levels not reported by regulator were estimated for the period 2010-2012 and a consistent trend of about 70% was discovered. We conclude that in the mobile phone market there are regulatory effects additional to the measured and reported by the regulator, which limit the guarantee of a minimum level of quality of service as an operational requirement within the market. The presence of the importation factor in all models reflects the effects of market evolution on the user satisfaction of mobile phone service, given by the implementation of new technologies, new services offers and the participation of new mobile phone operators.

Keywords : User satisfaction; quality of service; regulation; mobile phone; mobile phone operators.

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