Avaliação da qualidade de serviços de telefonia móvel em Moçambique

Abstract

This study deals with the assessment of the quality of mobile telephony services in Mozambique and seeks to analyze the level of customer satisfaction with the services provided by operators. The five dimensions of assessment proposed by Parasuraman et al (1990) in the SERVQUAL scale are operationalized in the instrument for measuring the perceived quality used in this study. A theoretical basis bringing together concepts of quality, services and their characteristics, satisfaction and some service quality assessment models, namely, by GRONROOS (2000) and the SERVQUAL model contextualize the research by reviewing what has already been assumed as scientifically accepted knowledge. The questionnaire was constructed and adapted from the SERVQUAL Model and applied to MCEL and VODACOM customers. The hypotheses were subjected to statistical tests (Chi-Square and the independence test) and other descriptive statistics techniques such as mean, median and mode. The results obtained expand the companies' view of the quality dimensions used by customers to evaluate their services, and also allow mobile telephony companies to establish quality standards perceived by customers. Customer satisfaction was verified. There are not many differences in the assessment that customers make of the services provided by the two operators. The differences are small, which leads to the understanding that the assessment is made with other variables such as price and service packages. The results found show that mobile telephony customers in Mozambique positively assess the services provided, but with a critical factor capable of changing the customer's assessment, which is the service provided by the operators' telephone line.(TRADUÇÃO NOSSA)