<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0186-1042</journal-id>
<journal-title><![CDATA[Contaduría y administración]]></journal-title>
<abbrev-journal-title><![CDATA[Contad. Adm]]></abbrev-journal-title>
<issn>0186-1042</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Facultad de Contaduría y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0186-10422020000300010</article-id>
<article-id pub-id-type="doi">10.22201/fca.24488410e.2020.2318</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Calidad de servicio y valor percibido como antecedentes de la satisfacción de los clientes de las empresas de telecomunicaciones en Colombia]]></article-title>
<article-title xml:lang="en"><![CDATA[Service quality and perceived value as users&#8217; satisfaction antecedents of Colombia&#8217;s telecommunications enterprises]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Henao Colorado]]></surname>
<given-names><![CDATA[Laura Cristina]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Instituto Tecnológico Metropolitano  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2020</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2020</year>
</pub-date>
<volume>65</volume>
<numero>3</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0186-10422020000300010&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0186-10422020000300010&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0186-10422020000300010&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen A pesar de las diferentes críticas que ha recibido el modelo SERVQUAL propuesto por Zeithaml, Parasuraman y Berry, este aún sigue vigente y ha permitido mostrar que la calidad de servicio es antecedente de la satisfacción de los clientes. Para el sector de las telecomunicaciones en Colombia, donde las empresas son pocas, pero con una alta imitación de ofertas, el entender si sus clientes están satisfechos, cómo perciben los servicios y qué valoran más de ellos, se ha vuelto en factores de competitividad. Es así como el presente estudio, propone un modelo que explica cómo influyen las expectativas (EXP), la calidad de servicio (QS), y el valor percibido (VP) en la satisfacción (SAT) de los clientes de las empresas de telecomunicaciones fijas en Colombia. Se obtuvieron datos de 324 usuarios en las principales ciudades del país, con un cuestionario virtual. Las 5 hipótesis sugeridas se probaron utilizando modelos de ecuaciones estructurales por PLS-SEM. Los hallazgos evidencian la pertinencia del SERVQUAL para explicar la calidad de servicio y que la satisfacción está influenciada directamente por dicho constructo y el valor percibido. Esta investigación es una contribución de la literatura dada la poca investigación sobre estos constructos en dicho sector y país.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Despite the different criticisms received by the Zeithaml, Parasuraman and Berry model, the SERVQUAL is valid and has shown that the service quality is a satisfaction&#8217;s customer precedent. To the Colombia&#8217;s telecommunications sector, where are few companies with a high imitation offers, to understand if their customers are satisfied, their service perceptions and the value their clients perceive, has become competitive factors. The present study proposes a model that explains how expectations (EXP), service quality (QS), and perceived value (VP) affect the satisfaction (SAT) construct of Colombia&#8217;s fixed telecommunications companies. Empirical data was obtained from 324 users in the country&#8217;s main cities by virtual questionnaire. The 5 suggested hypotheses were tested using structural equation models by PLS-SEM. The findings show the relevance of SERVQUAL to explain the service quality construct and its relationship with the satisfaction. Given the limited research on these constructs in this sector, this research is a contribution to the literature.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[SERVQUAL]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción]]></kwd>
<kwd lng="es"><![CDATA[Valor percibido]]></kwd>
<kwd lng="es"><![CDATA[Marketing]]></kwd>
<kwd lng="es"><![CDATA[Telecomunicaciones]]></kwd>
<kwd lng="es"><![CDATA[M00]]></kwd>
<kwd lng="es"><![CDATA[M30]]></kwd>
<kwd lng="es"><![CDATA[M31]]></kwd>
<kwd lng="en"><![CDATA[SERVQUAL]]></kwd>
<kwd lng="en"><![CDATA[Satisfaction]]></kwd>
<kwd lng="en"><![CDATA[Perceived value]]></kwd>
<kwd lng="en"><![CDATA[Marketing]]></kwd>
<kwd lng="en"><![CDATA[Telecommunications]]></kwd>
<kwd lng="en"><![CDATA[M00]]></kwd>
<kwd lng="en"><![CDATA[M30]]></kwd>
<kwd lng="en"><![CDATA[M31]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Algarra]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<source><![CDATA[Los 5 grandes retos del sector de las telecomunicaciones]]></source>
<year>2018</year>
<publisher-name><![CDATA[Corporación Colombia Digital]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B2">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Aldás]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<source><![CDATA[Modelización estructural con PLS-SEM: Constructos de segundo orden]]></source>
<year>2017</year>
<publisher-loc><![CDATA[Valencia (Spain) ]]></publisher-loc>
<publisher-name><![CDATA[Universitat de València-Ivie]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B3">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Arslan]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Iftikhar]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Zaman]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Effect of Service Quality Dimensions on Customer Satisfaction: A Comparative Analysis of Pakistan Telecom Sector]]></article-title>
<source><![CDATA[Review of International Comparative Management]]></source>
<year>2014</year>
<volume>15</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>440-60</page-range><publisher-loc><![CDATA[Bucharest, Romania ]]></publisher-loc>
<publisher-name><![CDATA[Faculty of Management, Academy of Economic Studies]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B4">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bagozzi]]></surname>
<given-names><![CDATA[R. P.]]></given-names>
</name>
<name>
<surname><![CDATA[Yi]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[On the evaluation of structural equation models]]></article-title>
<source><![CDATA[Journal of Academy of Marketing Science]]></source>
<year>1988</year>
<volume>16</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>74-94</page-range></nlm-citation>
</ref>
<ref id="B5">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Quality Counts in service, too]]></article-title>
<source><![CDATA[Business Horizons]]></source>
<year>1985</year>
<page-range>44-52</page-range></nlm-citation>
</ref>
<ref id="B6">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Understanding Customer Expectations of Service]]></article-title>
<source><![CDATA[Sloan Management Review]]></source>
<year>1991</year>
<volume>32</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>39</page-range><publisher-name><![CDATA[ABI/INFORM Global]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B7">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Betancur G.]]></surname>
<given-names><![CDATA[D. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Montoya C.]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Tavera M.]]></surname>
<given-names><![CDATA[J. F.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Estudio correlacional de los factores que influyen en la recomendación y la lealtad de pacientes de medicina estética Medellín Colombia, 2014]]></article-title>
<source><![CDATA[Cuadernos de Administración Journal of Management]]></source>
<year>2017</year>
<volume>33</volume>
<numero>58</numero>
<issue>58</issue>
<publisher-name><![CDATA[Universidad del Valle]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B8">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bolton]]></surname>
<given-names><![CDATA[R. N.]]></given-names>
</name>
<name>
<surname><![CDATA[Drew]]></surname>
<given-names><![CDATA[J. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A Multistage Model of Customers&#8217; Assessments of Service Quality and Value]]></article-title>
<source><![CDATA[Journal of Consumer Research]]></source>
<year>1991</year>
<volume>17</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>375-84</page-range></nlm-citation>
</ref>
<ref id="B9">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Boohene]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Agyapong]]></surname>
<given-names><![CDATA[G. K.Q.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Analysis of the Antecedents of Customer Loyalty of Telecommunication Industry in Ghana: The Case of Vodafone (Ghana)]]></article-title>
<source><![CDATA[International Business Research]]></source>
<year>2011</year>
<volume>4</volume>
<numero>1</numero>
<issue>1</issue>
</nlm-citation>
</ref>
<ref id="B10">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bustamante]]></surname>
<given-names><![CDATA[J. C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Uso de variables mediadoras y moderadoras en la explicación de la lealtad del consumidor en ambientes de servicios]]></article-title>
<source><![CDATA[Estudios Gerenciales]]></source>
<year>2015</year>
<volume>3</volume>
<page-range>299-309</page-range></nlm-citation>
</ref>
<ref id="B11">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Carrizo-Moreira]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Freitas-Da Silva]]></surname>
<given-names><![CDATA[P. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Ferreira-Moutinho]]></surname>
<given-names><![CDATA[V. M.]]></given-names>
</name>
</person-group>
<source><![CDATA[The Effects of Brand Experiences on Quality, Satisfaction and Loyalty: An Empirical Study in the Telecommunications Multiple-play Service Market]]></source>
<year>2017</year>
<volume>27</volume>
<numero>64</numero>
<issue>64</issue>
<page-range>23-36</page-range><publisher-name><![CDATA[Innovar]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B12">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chin]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The partial least squares approach to structural equation modeling]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Marcoulides]]></surname>
<given-names><![CDATA[G. A.]]></given-names>
</name>
</person-group>
<source><![CDATA[Advances in Hospitality and Leisure]]></source>
<year>1998</year>
<volume>8</volume>
<numero>2</numero>
<issue>2</issue>
<publisher-loc><![CDATA[NJ ]]></publisher-loc>
<publisher-name><![CDATA[Lawrence Erlbaum Associates]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B13">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chiou]]></surname>
<given-names><![CDATA[J. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Droge]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service quality, trust, specific asset investment and expertise: direct and indirect effects in satisfaction-loyalty framework]]></article-title>
<source><![CDATA[Journal of the Academy of Marketing Science]]></source>
<year>2006</year>
<volume>34</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>613-27</page-range></nlm-citation>
</ref>
<ref id="B14">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Churchill Jr]]></surname>
<given-names><![CDATA[G. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Surprenant]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[An investigation into the determinants of customer satisfaction]]></article-title>
<source><![CDATA[JMR, Journal of Marketing Research]]></source>
<year>1982</year>
<volume>19</volume>
<page-range>491</page-range></nlm-citation>
</ref>
<ref id="B15">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Combariza]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
<name>
<surname><![CDATA[García]]></surname>
<given-names><![CDATA[C. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Alvarado]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[España]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Rivera]]></surname>
<given-names><![CDATA[H. A.]]></given-names>
</name>
</person-group>
<source><![CDATA[Análisis estratégico del sector de Telecomunicaciones: empaquetamiento tecnológico]]></source>
<year>2012</year>
<publisher-loc><![CDATA[Bogotá ]]></publisher-loc>
<publisher-name><![CDATA[Editorial Universidad del Rosario]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B16">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cronin Jr]]></surname>
<given-names><![CDATA[J. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Taylor]]></surname>
<given-names><![CDATA[S. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Measuring service quality: a reexamination and extensión]]></article-title>
<source><![CDATA[Journal of Marketing]]></source>
<year>1992</year>
<volume>56</volume>
<page-range>55-68</page-range></nlm-citation>
</ref>
<ref id="B17">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cronin Jr]]></surname>
<given-names><![CDATA[J. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Taylor]]></surname>
<given-names><![CDATA[S. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality]]></article-title>
<source><![CDATA[Journal of Marketing]]></source>
<year>1994</year>
<volume>58</volume>
</nlm-citation>
</ref>
<ref id="B18">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Escamilla-Fajardo]]></surname>
<given-names><![CDATA[Paloma]]></given-names>
</name>
<name>
<surname><![CDATA[Núñez-Pomar]]></surname>
<given-names><![CDATA[Juan M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Satisfacción y valor percibido en un servicio deportivo público: una propuesta de análisis y acciones de gestión]]></article-title>
<source><![CDATA[Journal of Sports Economics &amp; Management]]></source>
<year>2014</year>
<volume>4</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>4-21</page-range></nlm-citation>
</ref>
<ref id="B19">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Fornell]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Larcker]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Evaluating structural equation models with unobservable variables and measurement error]]></article-title>
<source><![CDATA[Journal of Marketing Research]]></source>
<year>1981</year>
<volume>18</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>39-50</page-range></nlm-citation>
</ref>
<ref id="B20">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Galbán]]></surname>
<given-names><![CDATA[O.]]></given-names>
</name>
<name>
<surname><![CDATA[Clemenza]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Araujo]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad de servicio en el sector de telecomunicaciones. Elemento competitivo en las empresas de televisión por suscripción]]></article-title>
<source><![CDATA[Revista Venezolana de Información, Tecnología y Conocimiento]]></source>
<year>2013</year>
<volume>10</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>61-82</page-range></nlm-citation>
</ref>
<ref id="B21">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Geisser]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Predictive Sample Reuse Method with Applications]]></article-title>
<source><![CDATA[Journal of the American Statistical Association]]></source>
<year>1975</year>
<volume>70</volume>
<numero>350</numero>
<issue>350</issue>
<page-range>320-8</page-range></nlm-citation>
</ref>
<ref id="B22">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grönroos]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A Service Quality Model and Its Marketing Implications]]></article-title>
<source><![CDATA[European Journal of Marketing]]></source>
<year>1984</year>
<volume>18</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>36-44</page-range></nlm-citation>
</ref>
<ref id="B23">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hair]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Hult]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Ringle]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Sarstedt]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<source><![CDATA[A primer on partial least squares structural equation modeling (PLS-SEM)]]></source>
<year>2017</year>
<publisher-loc><![CDATA[Los Angeles ]]></publisher-loc>
<publisher-name><![CDATA[SAGE]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B24">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Holbrook]]></surname>
<given-names><![CDATA[M. B.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Introduction to consumer value]]></article-title>
<source><![CDATA[Consumer value. A framework for analysis and research]]></source>
<year>1999</year>
<edition>1ra</edition>
<page-range>1-28</page-range><publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[Psychology Press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B25">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kasiri]]></surname>
<given-names><![CDATA[L. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Cheng G.]]></surname>
<given-names><![CDATA[K. T.]]></given-names>
</name>
<name>
<surname><![CDATA[Sambasivan]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Sidin]]></surname>
<given-names><![CDATA[S. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty]]></article-title>
<source><![CDATA[Journal of Retailing and Consumer Services]]></source>
<year>2017</year>
<volume>35</volume>
<numero>2017</numero>
<issue>2017</issue>
<page-range>91-7</page-range></nlm-citation>
</ref>
<ref id="B26">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kim]]></surname>
<given-names><![CDATA[M. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Park]]></surname>
<given-names><![CDATA[M. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Jeong]]></surname>
<given-names><![CDATA[D. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services]]></article-title>
<source><![CDATA[Telecommunications Policy]]></source>
<year>2004</year>
<volume>28</volume>
<page-range>145-59</page-range></nlm-citation>
</ref>
<ref id="B27">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Konuk]]></surname>
<given-names><![CDATA[F.A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The role of store image, perceived quality, trust and perceived value in predicting consumers&#8217; purchase intentions towards organic private label food]]></article-title>
<source><![CDATA[Journal of Retailing and Consumer Services]]></source>
<year>2018</year>
<volume>43</volume>
<page-range>304-10</page-range></nlm-citation>
</ref>
<ref id="B28">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lam]]></surname>
<given-names><![CDATA[S. Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Shankar]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Erramilli]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Murthy]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context]]></article-title>
<source><![CDATA[Journal of the Academy of Marketing Science]]></source>
<year>2004</year>
<volume>32</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>293-311</page-range></nlm-citation>
</ref>
<ref id="B29">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[López]]></surname>
<given-names><![CDATA[F. M. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Serrano]]></surname>
<given-names><![CDATA[B. A. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Dimensiones y medición de la Calidad de Servicio en empresas hoteleras]]></article-title>
<source><![CDATA[Revista Colombiana de Marketing]]></source>
<year>2001</year>
<volume>2</volume>
<numero>3</numero>
<issue>3</issue>
<publisher-name><![CDATA[Universidad Autónoma de Bucaramanga]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B30">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Losada O.]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Rodriguez O.]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad del servicio de salud: una revisión a la literature desde la perspectiva del marketing]]></article-title>
<source><![CDATA[Cuad. Adm.]]></source>
<year>2007</year>
<volume>20</volume>
<numero>34</numero>
<issue>34</issue>
<page-range>237-58</page-range><publisher-loc><![CDATA[Bogotá (Colombia) ]]></publisher-loc>
</nlm-citation>
</ref>
<ref id="B31">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Meesala]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Paul]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future]]></article-title>
<source><![CDATA[Journal of Retailing and Consumer Services]]></source>
<year>2018</year>
<volume>40</volume>
<page-range>261-9</page-range></nlm-citation>
</ref>
<ref id="B32">
<nlm-citation citation-type="journal">
<collab>MINTIC</collab>
<article-title xml:lang=""><![CDATA[Primer trimestre de 2016]]></article-title>
<source><![CDATA[Boletín Trimestral de las TIC]]></source>
<year>2016</year>
</nlm-citation>
</ref>
<ref id="B33">
<nlm-citation citation-type="journal">
<collab>MINTIC</collab>
<article-title xml:lang=""><![CDATA[Cifras primer trimestre de 2017]]></article-title>
<source><![CDATA[Boletín Trimestral de las TIC]]></source>
<year>2017</year>
<publisher-loc><![CDATA[Bogotá D.C. - Colombia ]]></publisher-loc>
</nlm-citation>
</ref>
<ref id="B34">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Miranda]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Tavares]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Queiró]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector]]></article-title>
<source><![CDATA[Journal of Business Research]]></source>
<year>2018</year>
<volume>89</volume>
<page-range>371-7</page-range></nlm-citation>
</ref>
<ref id="B35">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Naik C.]]></surname>
<given-names><![CDATA[N. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Gantasala]]></surname>
<given-names><![CDATA[S. B.]]></given-names>
</name>
<name>
<surname><![CDATA[Prabhakar]]></surname>
<given-names><![CDATA[G. V.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[SERVQUAL, Customer Satisfaction and Behavioural Intentions in Retailing]]></article-title>
<source><![CDATA[European Journal of Social Sciences]]></source>
<year>2010</year>
<volume>17</volume>
</nlm-citation>
</ref>
<ref id="B36">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Nath]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Devlin]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Reid]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The effects of online reviews on service expectations: ¿Do cultural value orientations matter?]]></article-title>
<source><![CDATA[Journal of Business Research]]></source>
<year>2018</year>
<volume>90</volume>
<page-range>123-33</page-range></nlm-citation>
</ref>
<ref id="B37">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Naumann]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Williams]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Khan]]></surname>
<given-names><![CDATA[M. S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Customer satisfaction and loyalty in B2B services: directions for future research]]></article-title>
<source><![CDATA[The Marketing Review]]></source>
<year>2009</year>
<volume>9</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>319-33</page-range></nlm-citation>
</ref>
<ref id="B38">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Nunnally]]></surname>
<given-names><![CDATA[J. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Bernstein]]></surname>
<given-names><![CDATA[I. H.]]></given-names>
</name>
</person-group>
<source><![CDATA[Psychometric Theory]]></source>
<year>1994</year>
<edition>3a</edition>
<publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[Mc-Graw-Hill]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B39">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Oliver]]></surname>
<given-names><![CDATA[R. L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions]]></article-title>
<source><![CDATA[JSTOR: Journal of Marketing Research]]></source>
<year>1980</year>
<volume>17</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>460-9</page-range></nlm-citation>
</ref>
<ref id="B40">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Oliver]]></surname>
<given-names><![CDATA[R. L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Whence Consumer Loyalty]]></article-title>
<source><![CDATA[Journal of Marketing]]></source>
<year>1999</year>
<volume>63</volume>
<page-range>33-44</page-range></nlm-citation>
</ref>
<ref id="B41">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Oliver]]></surname>
<given-names><![CDATA[R. L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Value as excellence in the consumption experience]]></article-title>
<source><![CDATA[Consumer value. A framework for analysis and research]]></source>
<year>1999</year>
<edition>1ra</edition>
<page-range>43-62</page-range><publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[Psychology Press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B42">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L. L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A Conceptual Model of Service Quality and Its Implications for Future Research]]></article-title>
<source><![CDATA[The Journal of Marketing]]></source>
<year>1985</year>
<volume>49</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>41</page-range></nlm-citation>
</ref>
<ref id="B43">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pineda]]></surname>
<given-names><![CDATA[U.]]></given-names>
</name>
<name>
<surname><![CDATA[Estrada]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Parra]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Aplicación del modelo Servqual y herramientas de ingeniería de la calidad para la planificación del servicio en la Biblioteca Central de la Universidad de Antioquia]]></article-title>
<source><![CDATA[Rev. Interam. Bibliot.]]></source>
<year>2011</year>
<volume>34</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>243-55</page-range><publisher-loc><![CDATA[Medellín (Colombia) ]]></publisher-loc>
</nlm-citation>
</ref>
<ref id="B44">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Rahhal]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Effects of Service Quality Dimensions on Customer Satisfaction: An Empirical Investigation in Syrian Mobile Telecommunication Services]]></article-title>
<source><![CDATA[International Journal of Business and Management Invention]]></source>
<year>2015</year>
<volume>4</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>81-9</page-range></nlm-citation>
</ref>
<ref id="B45">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ravald]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Grönroos]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The value concept and relationship]]></article-title>
<source><![CDATA[European Journal of Marketing]]></source>
<year>1996</year>
<volume>30</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>19-30</page-range></nlm-citation>
</ref>
<ref id="B46">
<nlm-citation citation-type="journal">
<collab>El Tiempo</collab>
<article-title xml:lang=""><![CDATA[Más de 3,5 millones de colombianos han cambiado de operador móvil]]></article-title>
<source><![CDATA[El Tiempo]]></source>
<year>2015</year>
</nlm-citation>
</ref>
<ref id="B47">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ringle]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Wende]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Becker]]></surname>
<given-names><![CDATA[J.-M.]]></given-names>
</name>
</person-group>
<source><![CDATA[SmartPLS 3]]></source>
<year>2015</year>
<publisher-loc><![CDATA[Boenningstedt ]]></publisher-loc>
<publisher-name><![CDATA[SmartPLS GmbH]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B48">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Roca C.]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Cabello M.]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Gonzalez]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Courel I.]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Estudio de satisfacción de los asistentes a la Universiada de Invierno Granada]]></article-title>
<source><![CDATA[Retos]]></source>
<year>2018</year>
<numero>33</numero>
<issue>33</issue>
</nlm-citation>
</ref>
<ref id="B49">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Sirdeshmukh]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Jagdip]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Sabol]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Consumer trust, value, and loyalty in relationship exchanges]]></article-title>
<source><![CDATA[Journal of marketing]]></source>
<year>2002</year>
<volume>66</volume>
<page-range>15-37</page-range></nlm-citation>
</ref>
<ref id="B50">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Spreng]]></surname>
<given-names><![CDATA[R. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Mackoy]]></surname>
<given-names><![CDATA[R. D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[An Empirical Examination of a Model of Perceived Service Quality and Satisfaction]]></article-title>
<source><![CDATA[Journal of Retailing]]></source>
<year>1996</year>
<volume>72</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>201-14</page-range></nlm-citation>
</ref>
<ref id="B51">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Stone]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Cross-Validatory Choice and Assessment of Statistical Predictions]]></article-title>
<source><![CDATA[Journal of the Royal Statistical Society]]></source>
<year>1974</year>
<volume>36</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>111-47</page-range></nlm-citation>
</ref>
<ref id="B52">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Strenitzerová]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Ga&#328;a]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Customer Satisfaction and Loyalty as a Part of Customer-Based Corporate Sustainability in the Sector of Mobile Communications Services]]></article-title>
<source><![CDATA[Sustainability]]></source>
<year>2018</year>
<volume>10</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>1657</page-range></nlm-citation>
</ref>
<ref id="B53">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Taylor]]></surname>
<given-names><![CDATA[S. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Hunter]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[An exploratory investigation into the antecedents of satisfaction brand attitude and loyalty between the (B2B) eCRM industry]]></article-title>
<source><![CDATA[Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior]]></source>
<year>2003</year>
<volume>15</volume>
<page-range>19-35</page-range></nlm-citation>
</ref>
<ref id="B54">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Tenenhaus]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Esposito Vinzi]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Chatelin]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Lauro]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[PLS path modeling]]></article-title>
<source><![CDATA[Computational Statistics &amp; Data Analysis]]></source>
<year>2005</year>
<volume>48</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>159-205</page-range></nlm-citation>
</ref>
<ref id="B55">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Tsafaraski]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Kokotas]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Pantouvakis]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement]]></article-title>
<source><![CDATA[Journal of air transport management]]></source>
<year>2018</year>
<numero>68</numero>
<issue>68</issue>
<page-range>61-75</page-range></nlm-citation>
</ref>
<ref id="B56">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Umar]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Bahrun]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The mediating relationship of customer satisfaction between brand trust, brand social responsibility image with moderating role of switching cost]]></article-title>
<source><![CDATA[Advanced Science Letters]]></source>
<year>2017</year>
<volume>23</volume>
<numero>9</numero>
<issue>9</issue>
<page-range>9020-5</page-range></nlm-citation>
</ref>
<ref id="B57">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Valdunciel]]></surname>
<given-names><![CDATA[B. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Flórez]]></surname>
<given-names><![CDATA[R. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Miguel]]></surname>
<given-names><![CDATA[D. J. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Análisis de la calidad del servicio que prestan las entidades bancarias y su repercusión en la satisfacción del cliente y la lealtad hacia la entidad]]></article-title>
<source><![CDATA[Revista Asturiana de Economía - RAE]]></source>
<year>2007</year>
<numero>38</numero>
<issue>38</issue>
<page-range>79-107</page-range></nlm-citation>
</ref>
<ref id="B58">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vergara S.]]></surname>
<given-names><![CDATA[J. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Quesada I.]]></surname>
<given-names><![CDATA[V. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Análisis de la calidad en el servicio y satisfacción de los estudiantes de Ciencias Económicas de la Universidad de Cartagena mediante un modelo de ecuaciones estructurales]]></article-title>
<source><![CDATA[Revista Electrónica de Investigación Educativa]]></source>
<year>2011</year>
<volume>13</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>108-22</page-range></nlm-citation>
</ref>
<ref id="B59">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vergara]]></surname>
<given-names><![CDATA[J. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Quesada]]></surname>
<given-names><![CDATA[V. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Blanco]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Análisis de la calidad en el servicio y satisfacción de los usuarios en dos hoteles cinco estrellas de la ciudad de Cartagena (Colombia) mediante un modelo de ecuaciones estructurales]]></article-title>
<source><![CDATA[Ingeniare Revista chilena de ingeniería]]></source>
<year>2011</year>
<volume>19</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>420-8</page-range></nlm-citation>
</ref>
<ref id="B60">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vigg]]></surname>
<given-names><![CDATA[K. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Bhargav]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service Quality Expectations and Perceptions of Telecom Sector in India]]></article-title>
<source><![CDATA[International Journal of Advancements in Technology]]></source>
<year>2014</year>
<volume>5</volume>
<numero>1</numero>
<issue>1</issue>
</nlm-citation>
</ref>
<ref id="B61">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vijayakumar]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Shivdas]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Understanding drivers of customer satisfaction in Indian telecom sector: A PLS-SEM based approach]]></article-title>
<source><![CDATA[International Journal of Pure and Applied Mathematics Open Access]]></source>
<year>2018</year>
<volume>119</volume>
<numero>7A</numero>
<issue>7A</issue>
<page-range>253-60</page-range></nlm-citation>
</ref>
<ref id="B62">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Wang]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Lo]]></surname>
<given-names><![CDATA[H. P.]]></given-names>
</name>
<name>
<surname><![CDATA[Yang]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[An Integrated Framework for Service Quality, Customer Value, and Satisfaction: Evidence from China&#8217;s Telecommunication Industry]]></article-title>
<source><![CDATA[Information Systems Frontiers]]></source>
<year>2004</year>
<volume>6</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>325-40</page-range></nlm-citation>
</ref>
<ref id="B63">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Yépez C.]]></surname>
<given-names><![CDATA[M. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Ricaurte]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Jurado F.]]></surname>
<given-names><![CDATA[D. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad percibida de la atención en salud en una red pública del municipio de Pasto, Colombia]]></article-title>
<source><![CDATA[Univ. Salud]]></source>
<year>2018</year>
<volume>20</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>97-110</page-range></nlm-citation>
</ref>
<ref id="B64">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
</person-group>
<source><![CDATA[How consumer evaluation differ between goods and services]]></source>
<year>1981</year>
<page-range>186-90</page-range><publisher-name><![CDATA[Texas A&amp;M University]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B65">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Consumer Perceptions of Price, Quality, and Value: A Means End Model and Synthesis of Evidence]]></article-title>
<source><![CDATA[Journal of Marketing]]></source>
<year>1988</year>
<volume>52</volume>
<page-range>2-22</page-range></nlm-citation>
</ref>
<ref id="B66">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Nature and Determinants of customer Expectations of service]]></article-title>
<source><![CDATA[Journal of the Academy of Marketing Science]]></source>
<year>1993</year>
<volume>21</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>1-12</page-range></nlm-citation>
</ref>
<ref id="B67">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Behavioral Consequences of Service Quality]]></article-title>
<source><![CDATA[Journal of Marketing]]></source>
<year>1996</year>
<volume>60</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>31-46</page-range></nlm-citation>
</ref>
<ref id="B68">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Bitner]]></surname>
<given-names><![CDATA[M. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Gremler]]></surname>
<given-names><![CDATA[D. D.]]></given-names>
</name>
</person-group>
<source><![CDATA[Marketing de servicios]]></source>
<year>2009</year>
<edition>5ta</edition>
<publisher-name><![CDATA[McGraw-Hill Interamericana de España S.L.]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B69">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zhang]]></surname>
<given-names><![CDATA[Y-L.]]></given-names>
</name>
<name>
<surname><![CDATA[Bi]]></surname>
<given-names><![CDATA[R-F]]></given-names>
</name>
<name>
<surname><![CDATA[Xiao]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Studying on Enhancing Readers&#8217; Satisfaction Model of Electronic Service Quality in Library Based on LibQUAL+ and Kano]]></article-title>
<source><![CDATA[Procedia Engineering]]></source>
<year>2017</year>
<volume>174</volume>
<page-range>260-6</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
