Avaliação dos serviços móveis da Tim na opinião dos alunos de Administração da UFCG.

Abstract

Faced with the competitiveness of mobile telephony, brought about by the privatization of the telecommunications sector, it is natural for companies to seek a competitive advantage as well as the quality of services. However, the operators have been generating consumer dissatisfaction, with Tim being the operator with the highest frequency of complaints at Anatel. The objective of the research was to analyze the difference between the perception and expectation of Tim consumers regarding the quality of services. For this, a research was carried out with the Administration students of the Federal University of Campina Grande who had experience with the services of the operator. The method used was descriptive with a quantitative approach, the questionnaire being the collection instrument. The research was based on the SERVQUAL model, plus the general satisfaction analysis. The main results: the perceptions were always lower than the expectations and the means did not present a high level of quality. In general, the evaluation of the students showed that Tim has not been offering good experiences, that is, there is a negative difference between the perception and expectation in the evaluation of the quality of the services