Qualidade em serviços de internet e sua relação com o comportamento pós-compra.

Abstract

The present work analyzes the evaluation of customers about the perceived quality of services and its relationship with the post-purchase behavior of a telecommunications service provider. Based on the theoretical literature, a descriptive quantitative research was carried out, using the survey method with the customers of the telecommunications provider, with 423 responses. For the analysis, descriptive statistics were used, such as measures of central tendency and dispersion, and inferential statistics, such as exploratory factor analysis, correction and mediation. The results indicated that repurchase intention is influenced by personal relationships, technical quality and satisfaction. In this sense, it is concluded that the customer hires the service again when he feels satisfied, when he receives the service as contracted and when he is well attended by the company's staff. The work highlights the behavior of the internet provider customer and based on that, provides essential information for study and decision making. Managerial implications are discussed with suggestions for future research.