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Avaliação da qualidade do serviço prestado por operadoras de telefonia móvel: um estudo
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ISBN10: 6209549896
ISBN13: 9786209549892
Publisher: Edicoes Nosso Conhecimento
Published: Jan 19 2026
Pages: 136
Weight: 0.42
Height: 0.32 Width: 6.00 Depth: 9.00
Language: Portuguese
ISBN13: 9786209549892
Publisher: Edicoes Nosso Conhecimento
Published: Jan 19 2026
Pages: 136
Weight: 0.42
Height: 0.32 Width: 6.00 Depth: 9.00
Language: Portuguese
O estudo foi realizado com o objetivo de medir a qualidade do serviço prestado pelas operadoras de telefonia móvel. Um grande número de operadoras de telefonia móvel tem competido entre si para maximizar as vendas, oferecendo serviços de qualidade aos seus clientes. Os prestadores de serviços têm oferecido muitos esquemas inovadores para atrair os clientes. Mas não se sabe exatamente qual é a sua posição e como se diferenciam dos outros pela oferta de serviços de qualidade. Para encontrar a resposta à pergunta acima, decidiu-se medir a qualidade do serviço dos diferentes prestadores de serviços. Este estudo baseia-se na Medição da Qualidade do Serviço (MODELO SERQUAL) desenvolvida por Parasuraman, Zeithmal e Berry. Eles são os pioneiros no desenvolvimento da escala para medir as perceções dos consumidores sobre a qualidade do serviço oferecido. Por isso, devo muito a eles pelo trabalho pioneiro e pelas técnicas de escala utilizadas no seu estudo, que adotei neste estudo. Os investigadores na área de MARKETING DE SERVIÇOS serão muito beneficiados por este trabalho e espero que os investigadores nesta área façam uso do conteúdo do livro.
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