Transformación digital y su incidencia en la gestión operativa de la corporación nacional de telecomunicaciones Quevedo, 2023

This research aimed to analyze the impact of digital transformation on the operational management of the National Telecommunications Corporation (CNT) in Quevedo during 2023. To this end, a face-to-face interview was conducted with the manager of CNT Quevedo, and a survey was conducted with employees using a Google Forms questionnaire with closed-ended questions. Additionally, a 15-question survey was administered to a probability sample of users, using a Likert scale as responses. The results showed that the digitalized processes at CNT Quevedo, such as customer service automation, claims management, and network monitoring, have demonstrated a notable increase in productivity, optimizing resources and significantly reducing response times. Furthermore, the Quevedo National Telecommunications Corporation has achieved positive evaluations of its digital services in terms of efficiency, effectiveness, and ease of use. However, it faces challenges in staff training and adapting to new technologies. However, key opportunities exist to improve operational efficiency, reduce errors, and strengthen interdepartmental collaboration through digitalization. Finally, it is emphasized that the implementation of the developed strategies aims to improve operational efficiency, optimize digital processes, increase user satisfaction, and ensure adequate technological adaptation, which will contribute to the strengthening and growth of the Quevedo National Telecommunications Corporation.

• Главный автор: Alava Ube, Nayrin Melissa (author)
• Формат: masterThesis
• Язык: spa
• Опубликовано: 2025
• Предметы: Automatización; Digitalización,; innovación; Productividad; Trámites
• Online-ссылка: https://repositorio.uteq.edu.ec/handle/43000/8297