Análise da qualidade do atendimento ao cliente no setor de telecomunicações: um estudo com provedores de internet no município de Pedreiras – MA

Abstract

This study aims to analyze the quality of customer service in the telecommunications sector, focusing on internet service providers in the municipality of Pedreiras – MA, seeking to understand how this factor influences customer satisfaction and loyalty. The research is based

1 Aluno do curso Superior de Tecnologia em Gestão Comercial, Núcleo de Tecnologia para Educação, Universidade Estadual do Maranhão. E-mail: jheymison.magnus@gmail.com. 5

on the premise that customer service is a competitive advantage, especially in a sector where services are similar. Regarding the methodology, this is a quantitative study with a descriptive and cross-sectional approach. Data were collected through a structured questionnaire applied to 50 customers of internet providers, using the Google Forms platform. The sample was nonprobabilistic by convenience, and the data were analyzed using descriptive statistics, allowing the interpretation of results through graphs. The results indicate a moderate level of customer satisfaction. Among the positive aspects, the friendliness of the attendants and the ease of access to digital channels, especially WhatsApp, stand out. However, some weaknesses were identified, such as delays in service, lack of clarity in contractual information, and technical issues, such as instability and internet speed. It is concluded that customer satisfaction depends on the integration between technical quality and service efficiency.