A qualidade do serviço de acesso à internet para os consumidores brasileirosum estudo sobre os elementos mais relevantes para a qualidade percebida pelos clientes

Resumo

The Internet is an indispensable tool in different contexts of society, however measuring the quality perceived by the customer is a complex task that involves direct and indirect factors of the service rendering. Although there are several researches on the elements that affect the service quality of consumer’s goods, there is a gap in the investigation of the most relevant elements to measure the quality perceived by Internet subscribers in Brazil. This research aims to understand which are the most relevant elements for quality perceived by the Internet subscriber in Brazil, compare them with the opinion about quality of executives in the telecommunications sector, contribute to the identification of new indicators that are not yet monitored by the regulatory agency and companies in the industry, in addition provide important information for the population understand the quality measurement tools used in the country. For that purpose, this research adopts a mixed research methodology using qualitative analysis based on interviews with executives of the telecom industry and quantitative analysis through research with Internet users, using an adapted instrument based in the Service Quality Scale (SERVQUAL) created by Parasuraman, Zheitaml and Berry (1985). Despite the limitations of the sample size by state and by company, the results indicates that the average perception of service quality for Brazilian consumers and the quality gaps of the quality dimensions proposed in this study can explain the probability of a client indicating your service provider to a friend or family member (Net Promoter Score). It was also possible to evaluate the quality of Internet service in Brazil using the proposed framework, propose new quality indicators, ascertain that there is a gap between sector executives opinion and the customers most relevant Internet quality dimension and determine that the economic dimension has more influence on the Internet service quality perceived by the customer in Brazil than the other dimensions.

Ficha do documento

Tipo

Dissertação

Ano

2020

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/29008

Temas

Desenvolvimento EconômicoDados

Palavras-chave

TelecommunicationsQuality of serviceQuality indicatorsServqualNet promoter scoreMultimedia communication service (SCM)TelecomunicaçõesInternetQualidade de serviçoIndicadores de qualidadeServiço de comunicação multimídia (SCM)Administração de empresasInternet - Provedores de serviçoInformática - IndústriasSatisfação do consumidor