Avaliação do nível de satisfação dos clientes da Vodacom na cidade de Maputo

Abstract

Customer satisfaction is the result of a comparison between what is offered by the service provider and what the customer needs or wants. This work aims to evaluate the level of satisfaction of Vodacom’s customers. The data for the work were obtained through interviews conducted in March and April 2023, to a sample of 384 Vodacom customers in the city of Maputo. In this work, factor analysis was used to identify the factors associated with customer satisfaction and binary logistic regression to find the factors that influence the satisfaction of Vodacom’s customers. From the study, it was found that Vodacom’s customer satisfaction is associated with network cost, quality of service, quality of services, internet speed and the price of recharges. Generally speaking, Vodacom’s customers are not satisfied with Vodacom’s services.