Avaliação do nível de satisfação dos usuários de telefonia móvel na cidade de Maputo

Abstract

The mobile telephony sector in Mozambique is becoming more and more competitive, requiring a new organization, with the adherence to concepts that make the production process more focused on customer satisfaction and allow for better levels of productivity. This reality imposes that companies seek the best performance in their activities, increasing ways of working, especially with regard to the relationship with their customers. In this sense, this study has as its main objective, to assess the level of satisfaction of mobile phone users with regard to the quality of products and services offered by operators. The choice of theme for carrying out the work was based, on the one hand, on the current academic importance of studies on customer satisfaction. The sample of this work is conventional, constituted by people using mobile telephony, during the months of July to August of 2007, in a total of 320 interviewees. With the work, it was found that the quality of calls, information given and the call center are the sectors that differentiate the two operators. It is thus concluded that, in general, mobile telephony users are satisfied with the quality of products and services provided by their operators, but of those dissatisfied, most are mcel customers. (TRADUÇÃO NOSSA)