Estudo da percepção dos discentes da UFS com relação a qualidade dos serviços prestados pelas empresas de telefonia móvel

Abstract

This work sought to analyze the perception of university clients of the Federal University of Sergipe about the quality of services provided to mobile companies. The research is characterized as descriptive and has a quantitative approach. The study was carried out in April and May 2018 and counted with the participation of 404 UFS undergraduate students from the Center for Applied Social Sciences. In addition, the instrument used to collect data was the application of questions through questionnaires, which were tabulated and presented in graphic form for better visualization and analysis. This study made it possible to address the need for quality of products and services in general in organizations, especially the quality of services rendered and their particularities. One can also know the importance of the National Telecommunication Agency (Anatel) and how this type of service is part of the ranking of complaints among its consumers, thus requiring the performance of another body, with the purpose of assisting in solving these problems, Procon. The results showed analyzes of the variables regarding the identification of the level of satisfaction of the students about the services promoted by the operators; coverage and availability of the internet; also identified whether the operators offered good technology; besides showing the position of the customer in the opinion of its operator when in the indication to third parties. It has been found, in general, that most of the students are dissatisfied with the services provided by their mobile operator.