Avaliação da qualidade de serviço de telefonia móvel em Cabo Verde e Ceará na perspectiva dos consumidores jovens

Abstract

The service sector has an ever more representative of world economies, and the quality in the provision thereof, gives companies a competitive edge in the market that can often be the reason they still meet firm in the market. But the measurement of that quality is difficult to achieve, due to the peculiarities of services. Based on this, the authors Parasuraman, Zeithaml and Berry (1985) proposed a model called SERVQUAL, which sought to assess the quality of services according to the same gaps between consumer expectation for a service and the perception of actually offered service. Based on this model has developed a quantitative field research aimed at comparing the quality of mobile service in Cape Verde and Ceará in the perception of university students. The questionnaire consisted of the template twenty-two expectations matters was applied for an ideal now twenty two questions regarding the actual company, adapted to the nature of the searched service. The results showed that in both places surveyed, the perception is always less than the expectation on the quality of the services analyzed, highlighting the need for adjustments on the quality of the services operators, although both quality are classified as low, mobile operators in Cape Verde outperformed in the perception of students.