Avaliação da capacidade do serviço de atendimento de companhias de telefonia móvel no estado do Paraná por meio da qualidade percebida
This study aimed to analyze quantitatively and qualitatively, the perceived quality by mobile phone users of Paraná through the annual survey of perceived quality made by Anatel. A questionnaire was applied to obtain the data; it contains the indexes that were compared in the study. The analyzes of...
| Autor principal: | Nascimento, Celiane Albuquerque do |
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| Formato: | Trabalho de Conclusão de Curso (Graduação) |
| Idioma: | Português |
| Publicado em: |
Universidade Tecnológica Federal do Paraná
2020
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| Assuntos: | |
| Acesso em linha: |
http://repositorio.utfpr.edu.br/jspui/handle/1/16101 |
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| Resumo: |
This study aimed to analyze quantitatively and qualitatively, the perceived quality by mobile phone users of Paraná through the annual survey of perceived quality made by Anatel. A questionnaire was applied to obtain the data; it contains the indexes that were compared in the study. The analyzes of the information found were given by using the Statistics Processes Control to determine the capacity of the service by using the C! and C!" indexes, also the Kano diagram to identify the degree of customer satisfaction, and the model of 5 Gaps to find out which were the gaps between providers of mobile services and the customer. It was found a C! = 0.45 and C!" = -0.18 indicating that this service is not able to meet the attendance specifications. |
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