Avaliação da qualidade de serviços: estudo sobre a telefonia fixa na cidade de São Paulo

Abstract

Society has gone through some profound transformations in the last few years, mainly in the sense of technological innovations, where information is a key resource and the services play a preponderant role in the economy, with the telecommunication services in highlight. The technological convergence in the sectors of telecommunication, information and entertainment, have changed the face of telecommunications. From a simple voice providers they became a carrier of complex data of communication like computer files1 images and even voice. This dissertation has the main objective to amplify the discussion about the evaluation of the services quality1 providing in the fixed phone segment. The privatization of this sector brought a new horizon of competition for private owned companies, with the new rules for the opening of the market. In this scenery, the quality of services to the consumer starts to play an important strategic role in the management of these companies. Telesp, a fixed telephone operator in the State of Sao Paulo, was chosen for the analysis of the quality concepts of the services, based on its performance shown through quality indicators established by Anatel and by the quality perception of the services from their users, through a market research. This research showed that the vision of quality formed by Anatel's indicators reflect only partially the quality perception of their users. To understand this gap and find a trustworthy process for evaluation of the quality of service is of vital importance for the companies which, for the first time, will face competition in their business