After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context

Bruno Alcívar Cruz; Joe Llerena-Izquierdo

doi:10.1007/978-3-031-24327-1_12

After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context

Bruno Alcívar Cruz, Joe Llerena-Izquierdo

Research Group on Teaching - Learning of Sciences for Engineering (GIEACI)

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

The ability of companies to provide quality products and services motivates organizations to develop business strategies with investment in technology. This research presents the analysis of the incidence of virtual assistance with the use of the chat bot tool to contribute to customer loyalty in companies providing fixed Internet service. The objective is framed in establishing post-sales strategies in the fixed Internet service, by means of customer retention and satisfaction tools. The type of research is descriptive, and the work contributes with the situational explanation of the problem and possible ways to solve them. The structured survey technique was used to 406 users of the Internet service in the home modality in the provinces of Ecuador. The study variables determined are customer loyalty, after-sales strategies, and virtual assistance, according to the national context. The results show that 45% of users remain with the same provider for more than 12 months. It is concluded that the virtual assistant strategy reaches an acceptance rate of 71% and generates the beginning of customer loyalty for after-sales services in fixed Internet companies.

Original language	English
Title of host publication	Intelligent Technologies
Subtitle of host publication	Design and Applications for Society - Proceedings of CITIS 2022
Editors	Vladimir Robles-Bykbaev, Josefa Mula, Gilberto Reynoso-Meza
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	139-149
Number of pages	11
ISBN (Print)	9783031243264
DOIs	https://doi.org/10.1007/978-3-031-24327-1_12
State	Published - 2023
Event	8th International Conference on Science, Technology and Innovation for Society, CITIS 2022 - Guayaquil, Ecuador Duration: 22 Jun 2022 → 24 Jun 2022

Publication series

Name	Lecture Notes in Networks and Systems
Volume	607 LNNS
ISSN (Print)	2367-3370
ISSN (Electronic)	2367-3389

Conference

Conference	8th International Conference on Science, Technology and Innovation for Society, CITIS 2022
Country/Territory	Ecuador
City	Guayaquil
Period	22/06/22 → 24/06/22

Bibliographical note

Publisher Copyright:
© 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.

Keywords

After-sales strategies
Customer loyalty
Fixed internet
Virtual assistance

Access to Document

10.1007/978-3-031-24327-1_12

Cite this

Alcívar Cruz, B., & Llerena-Izquierdo, J. (2023). After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context. In V. Robles-Bykbaev, J. Mula, & G. Reynoso-Meza (Eds.), Intelligent Technologies: Design and Applications for Society - Proceedings of CITIS 2022 (pp. 139-149). (Lecture Notes in Networks and Systems; Vol. 607 LNNS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-031-24327-1_12

Alcívar Cruz, Bruno ; Llerena-Izquierdo, Joe. / After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context. Intelligent Technologies: Design and Applications for Society - Proceedings of CITIS 2022. editor / Vladimir Robles-Bykbaev ; Josefa Mula ; Gilberto Reynoso-Meza. Springer Science and Business Media Deutschland GmbH, 2023. pp. 139-149 (Lecture Notes in Networks and Systems).

@inproceedings{baa4208b4527475badbc7c215419ccd9,

title = "After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context",

abstract = "The ability of companies to provide quality products and services motivates organizations to develop business strategies with investment in technology. This research presents the analysis of the incidence of virtual assistance with the use of the chat bot tool to contribute to customer loyalty in companies providing fixed Internet service. The objective is framed in establishing post-sales strategies in the fixed Internet service, by means of customer retention and satisfaction tools. The type of research is descriptive, and the work contributes with the situational explanation of the problem and possible ways to solve them. The structured survey technique was used to 406 users of the Internet service in the home modality in the provinces of Ecuador. The study variables determined are customer loyalty, after-sales strategies, and virtual assistance, according to the national context. The results show that 45% of users remain with the same provider for more than 12 months. It is concluded that the virtual assistant strategy reaches an acceptance rate of 71% and generates the beginning of customer loyalty for after-sales services in fixed Internet companies.",

keywords = "After-sales strategies, Customer loyalty, Fixed internet, Virtual assistance",

author = "{Alc{\'i}var Cruz}, Bruno and Joe Llerena-Izquierdo",

note = "Publisher Copyright: {\textcopyright} 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.; 8th International Conference on Science, Technology and Innovation for Society, CITIS 2022 ; Conference date: 22-06-2022 Through 24-06-2022",

year = "2023",

doi = "10.1007/978-3-031-24327-1_12",

language = "English",

isbn = "9783031243264",

series = "Lecture Notes in Networks and Systems",

publisher = "Springer Science and Business Media Deutschland GmbH",

pages = "139--149",

editor = "Vladimir Robles-Bykbaev and Josefa Mula and Gilberto Reynoso-Meza",

booktitle = "Intelligent Technologies",

address = "Germany",

}

Alcívar Cruz, B & Llerena-Izquierdo, J 2023, After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context. in V Robles-Bykbaev, J Mula & G Reynoso-Meza (eds), Intelligent Technologies: Design and Applications for Society - Proceedings of CITIS 2022. Lecture Notes in Networks and Systems, vol. 607 LNNS, Springer Science and Business Media Deutschland GmbH, pp. 139-149, 8th International Conference on Science, Technology and Innovation for Society, CITIS 2022, Guayaquil, Ecuador, 22/06/22. https://doi.org/10.1007/978-3-031-24327-1_12

After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context. / Alcívar Cruz, Bruno; Llerena-Izquierdo, Joe.
Intelligent Technologies: Design and Applications for Society - Proceedings of CITIS 2022. ed. / Vladimir Robles-Bykbaev; Josefa Mula; Gilberto Reynoso-Meza. Springer Science and Business Media Deutschland GmbH, 2023. p. 139-149 (Lecture Notes in Networks and Systems; Vol. 607 LNNS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context

AU - Alcívar Cruz, Bruno

AU - Llerena-Izquierdo, Joe

PY - 2023

Y1 - 2023

N2 - The ability of companies to provide quality products and services motivates organizations to develop business strategies with investment in technology. This research presents the analysis of the incidence of virtual assistance with the use of the chat bot tool to contribute to customer loyalty in companies providing fixed Internet service. The objective is framed in establishing post-sales strategies in the fixed Internet service, by means of customer retention and satisfaction tools. The type of research is descriptive, and the work contributes with the situational explanation of the problem and possible ways to solve them. The structured survey technique was used to 406 users of the Internet service in the home modality in the provinces of Ecuador. The study variables determined are customer loyalty, after-sales strategies, and virtual assistance, according to the national context. The results show that 45% of users remain with the same provider for more than 12 months. It is concluded that the virtual assistant strategy reaches an acceptance rate of 71% and generates the beginning of customer loyalty for after-sales services in fixed Internet companies.

AB - The ability of companies to provide quality products and services motivates organizations to develop business strategies with investment in technology. This research presents the analysis of the incidence of virtual assistance with the use of the chat bot tool to contribute to customer loyalty in companies providing fixed Internet service. The objective is framed in establishing post-sales strategies in the fixed Internet service, by means of customer retention and satisfaction tools. The type of research is descriptive, and the work contributes with the situational explanation of the problem and possible ways to solve them. The structured survey technique was used to 406 users of the Internet service in the home modality in the provinces of Ecuador. The study variables determined are customer loyalty, after-sales strategies, and virtual assistance, according to the national context. The results show that 45% of users remain with the same provider for more than 12 months. It is concluded that the virtual assistant strategy reaches an acceptance rate of 71% and generates the beginning of customer loyalty for after-sales services in fixed Internet companies.

KW - After-sales strategies

KW - Customer loyalty

KW - Fixed internet

KW - Virtual assistance

UR - http://www.scopus.com/inward/record.url?scp=85151045697&partnerID=8YFLogxK

U2 - 10.1007/978-3-031-24327-1_12

DO - 10.1007/978-3-031-24327-1_12

M3 - Conference contribution

AN - SCOPUS:85151045697

SN - 9783031243264

T3 - Lecture Notes in Networks and Systems

SP - 139

EP - 149

BT - Intelligent Technologies

A2 - Robles-Bykbaev, Vladimir

A2 - Mula, Josefa

A2 - Reynoso-Meza, Gilberto

PB - Springer Science and Business Media Deutschland GmbH

T2 - 8th International Conference on Science, Technology and Innovation for Society, CITIS 2022

Y2 - 22 June 2022 through 24 June 2022

ER -

Alcívar Cruz B, Llerena-Izquierdo J. After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context. In Robles-Bykbaev V, Mula J, Reynoso-Meza G, editors, Intelligent Technologies: Design and Applications for Society - Proceedings of CITIS 2022. Springer Science and Business Media Deutschland GmbH. 2023. p. 139-149. (Lecture Notes in Networks and Systems). doi: 10.1007/978-3-031-24327-1_12

After-Sales and Customer Loyalty Strategies for Fixed Internet Through the Implementation of Virtual Assistance in the Ecuadorian Context

Abstract

Publication series

Conference

Bibliographical note

Keywords

Access to Document

Other files and links

Fingerprint

Cite this