MODELOS PARA AVALIAR A QUALIDADE DOS SERVIÇOS. USO DO MODELO SERVQUAL NO OPERADOR UNITEL, HUAMBO

Palavras-chave: modelos, avaliação, qualidade dos serviços, Escala SERVQUAL, UNITEL

Resumo

No artigo, há uma caracterização geral dos modelos mais conhecidos para a avaliação da qualidade dos serviços, dentre os quais são citados; Modelo dos Gaps, Escala SERVQUAL, Escala SERVPERF, Modelo da Qualidade Percebida, Modelo dos 4 Q´s da Oferta da Qualidade dos Serviços, Modelo de triângulo de serviço, Modelo de qualidade de serviço do Bitner y las Normas ISO. No desenvolvimento da pesquisa, foi utilizado o modelo de escala SERVQUAL modificado. Os principais resultados obtidos são que, A empresa de telefonia móvel celular UNITEL, que desenvolve seu serviço na cidade do Huambo o faz com um reconhecimento positivo de seus clientes e executivos o que se observa nos indicadores das determinantes da qualidade do serviço e dos escores SERVQUAL (médias globais), mas para poder cumprir com sua missão de a satisfação dos clientes, a manutenção da liderança o reforço do prestígio e o posicionamento no mercado, necessita da aplicação de ferramentas atuais para a avaliação da qualidade de sua gestão

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Publicado
2019-10-27
Como Citar
Matacano, L. T., & Hernández Flores, A. (2019). MODELOS PARA AVALIAR A QUALIDADE DOS SERVIÇOS. USO DO MODELO SERVQUAL NO OPERADOR UNITEL, HUAMBO. RAC: Revista Angolana De Ciências, 1(2), 255 - 278. Obtido de http://publicacoes.scientia.co.ao/ojs2/index.php/rac/article/view/31
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