Legitimacy of mobile operators in Medellín, Colombia, users: theoretical and empirical approach
DOI:
https://doi.org/10.18041/1900-3803/entramado.1.7876Keywords:
Legitimacy, Mobile Services, Customer, Stakeholders, Mobile Service ProviderAbstract
The aim of this paper is to measure the perception of the legitimacy of mobile operators by the users of Medellín, Colombia, founding from a theoretical model based on the relationship between the cognitive, moral, and pragmatic dimensions of legitimacy. The data was obtained from a survey of a sample of 1,094 mobile phone users from the city. The model was validated using Confirmatory Factor Analysis. The findings show that the cognitive, moral, and pragmatic legitimacy of the users of the services mobile operators are related, from which it is inferred that the operators must develop communication strategies considering all the dimensions of legitimacy to have a better acceptance of their customers.
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