Avaliação da satisfação do usuário de telefonia móvel da região Centro-Oeste por meio da modelagem de equações estruturais

• Ano de defesa: 2023
• Autor(a) principal: Oliveira, Juliane de Sousa
• Orientador(a): Soares, Júlio Cesar Valandro
• Banca de defesa: Soares, Júlio Cesar Valandro, Santos Neto, Agenor Sousa, Almeida, Tiago dos Santos, Duarte, Márcio Antônio
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Goiás
• Programa de Pós-Graduação: Programa de Pós-graduação em Engenharia de Produção (FCT)
• Departamento: Faculdade de Ciências e Tecnologia - FCT (RMG)
• País: Brasil
• Palavras-chave em Português: Telefonia móvel; Modelagem de equações estruturais; Satisfação do consumidor
• Palavras-chave em Inglês: Mobile telephony; Modeling of structural equations; Consumer satisfaction
• Área do conhecimento CNPq: ENGENHARIAS::ENGENHARIA DE PRODUCAO::GERENCIA DE PRODUCAO
• Link de acesso: http://repositorio.bc.ufg.br/tede/handle/tede/13213

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.