Abstract

ZAPATA-SANCHEZ, José Luis; PEREZ-HERVERT, María de Jesús  and  ESPARZA-AGUILAR, José Luis. Influence of sensitivity, quality and empathy on the satisfaction of Internet service providers. Entramado [online]. 2023, vol.19, n.2, e7.  Epub Oct 26, 2023. ISSN 1900-3803.  https://doi.org/10.18041/1900-3803/entramado.2.10586.

This research provides elements for the development of a conceptual model of the effect that sensitivity and empathy have on the perception of quality and satisfaction, when hiring internet service providers in the south of the State of Quintana Roo, Mexico. The objective of the study is to understand how sensitivity empathy and quality affect the satisfaction of customers of Internet service providers. The non-probabilistic "snowball" sampling technique was used to integrate a sample of 384 users who provided information through the survey technique. An empirically tested model was developed using the structural equation model to analyze the impact of variables on satisfaction. The results show that the quality of the Internet provider is highly influenced by the empathy of the staff and by the sensitivity all these factors directly and positively affect customer satisfaction, being more important the perceived value of empathy that can affect the opinion of the user which is relevant because it helps to understand why customers stay with a particular service provider.

Keywords : Quality; satisfaction; empathy; internet providers.

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