Avaliação da satisfação do usuário de telefonia móvel da região Centro-Oeste por meio da modelagem de equações estruturais
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Data
2023-10-24
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Universidade Federal de Goiás
Resumo
In order to maintain competitiveness and profitability, telephone companies seek indices that
assess customer satisfaction. Understanding the level of consumer satisfaction regarding the
use of mobile phone services is essential, since this type of communication provides ease and
is present in the majority of the population. This work aims to present the main factors that
impact on mobile telephony user satisfaction in the Midwest Region. This research was
developed with the aid of the questionnaire carried out by Anatel. The questions contained in
the questionnaire were grouped into the following constructs: Perceived Quality, Expectations,
Perceived Value and Global Satisfaction. Structural Equation Modeling was used to assess
consumer satisfaction in the Federal District, State of Goiás, State of Mato Grosso and State of
Mato Grosso do Sul. Each location got different results. For the Federal District, of the six
hypotheses analyzed, two were rejected. For the State of Goiás, of the six hypotheses analyzed,
two were also rejected. For the State of Mato Grosso of the six hypotheses tested, only one
hypothesis was rejected. The State that obtained the highest number of rejections of the
hypotheses was the State of Mato Grosso do Sul, of the six hypotheses analyzed, three were
rejected. Of all the hypotheses analyzed, the customer expectation factor proved to be
significant and positive in the perceived quality and value perceived by the consumer.
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OLIVEIRA, J. S. Avaliação da satisfação do usuário de telefonia móvel da região Centro-Oeste por meio da modelagem de equações estruturais. 2023. 195 f. Dissertação (Mestrado em Engenharia de Produção) - Faculdade de Ciências e Tecnologia, Universidade Federal de Goiás, Aparecida de Goiânia, 2023.