Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , , , , |
Tipo de documento: | Artigo |
Idioma: | por eng |
Título da fonte: | Sistemas & Gestão |
Texto Completo: | https://www.revistasg.uff.br/sg/article/view/1868 |
Resumo: | Competitiveness driven by technological, economic, social, and environmental factors has changed how customers purchase products and services. This research aimed to analyze variables to enhance the quality of the internet service in a region of the interior of the Amazon, considering the users’ perceptions. To this end, the survey was adopted as a research strategy, and the structural equation modeling method was used to validate the proposed conceptual model. To validate the model, a literature search was carried out, variables of the quality of internet services were selected, and a survey was carried out with users in a region in the interior of the Amazon, totaling 204 respondents. The averages of the variables indicated that the variables "navigation (speed and stability)," "service agility (repair)," and "user support (maintenance)" were the most important perceived in the opinion of internet service users in the region analyzed. On the other hand, those of less importance in the perception of the user were the variables “price of the service,” “warranty time” and “flexibility of the service (package options available).” As for the validated conceptual model, the importance of three relevant constructs was verified: sale, attendance and usability. From a theoretical point of view, the results achieved here can contribute to the expansion of debates in the area of quality in services, and from a practical point of view, the results contribute to the definition and elaboration of the strategic planning of managers involved in the area. Few studies discuss the quality of internet services in a specific region considered lacking in technological infrastructure, such as the interior of the Brazilian Amazon. Keywords: Internet services; quality management; quality in services; technological services; PLS-SEM |
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Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equationsVariáveis-chave para melhorar a qualidade do serviço de internet em uma região do interior da Amazônia: uma análise exploratória usando a modelagem de equações estruturaisCompetitiveness driven by technological, economic, social, and environmental factors has changed how customers purchase products and services. This research aimed to analyze variables to enhance the quality of the internet service in a region of the interior of the Amazon, considering the users’ perceptions. To this end, the survey was adopted as a research strategy, and the structural equation modeling method was used to validate the proposed conceptual model. To validate the model, a literature search was carried out, variables of the quality of internet services were selected, and a survey was carried out with users in a region in the interior of the Amazon, totaling 204 respondents. The averages of the variables indicated that the variables "navigation (speed and stability)," "service agility (repair)," and "user support (maintenance)" were the most important perceived in the opinion of internet service users in the region analyzed. On the other hand, those of less importance in the perception of the user were the variables “price of the service,” “warranty time” and “flexibility of the service (package options available).” As for the validated conceptual model, the importance of three relevant constructs was verified: sale, attendance and usability. From a theoretical point of view, the results achieved here can contribute to the expansion of debates in the area of quality in services, and from a practical point of view, the results contribute to the definition and elaboration of the strategic planning of managers involved in the area. Few studies discuss the quality of internet services in a specific region considered lacking in technological infrastructure, such as the interior of the Brazilian Amazon. Keywords: Internet services; quality management; quality in services; technological services; PLS-SEMA competitividade impulsionada por fatores tecnológicos, econômicos, sociais e ambientais mudou como os clientes compram produtos e serviços. Esta pesquisa teve como objetivo analisar variáveis para melhorar a qualidade do serviço de Internet em uma região do interior da Amazônia, considerando as percepções dos usuários. Para isso, a enquete foi adotada como estratégia de pesquisa, e o método de modelagem de equações estruturais foi usado para validar o modelo conceitual proposto. Para validar o modelo, foi realizada uma pesquisa bibliográfica, variáveis da qualidade dos serviços de Internet foram selecionadas e uma pesquisa foi realizada com usuários de uma região no interior da Amazônia, totalizando 204 respondentes. As médias das variáveis indicaram que as variáveis "navegação (velocidade e estabilidade)", "agilidade no atendimento (reparo)" e "suporte ao usuário (manutenção)" foram as mais importantes percebidas na opinião dos usuários de serviços de Internet na região analisada. Por outro lado, as de menor importância na percepção do usuário foram as variáveis "preço do serviço", "tempo de garantia" e "flexibilidade do serviço (opções de pacotes disponíveis)". Quanto ao modelo conceitual validado, foi verificada a importância de três construtos relevantes: venda, atendimento e usabilidade. Do ponto de vista teórico, os resultados aqui alcançados podem contribuir para a ampliação dos debates na área de qualidade em serviços e, do ponto de vista prático, os resultados contribuem para a definição e a elaboração do planejamento estratégico dos gestores envolvidos na área. Poucos estudos discutem a qualidade dos serviços de Internet em uma região específica considerada carente de infraestrutura tecnológica, como o interior da Amazônia brasileira. Palavras-chave: Serviços de Internet; gestão de qualidade; qualidade em serviços; serviços tecnológicos; PLS-SEMABEC2023-08-23info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlapplication/pdftext/htmlapplication/pdfhttps://www.revistasg.uff.br/sg/article/view/186810.20985/1980-5160.2023.v18n2.1868Sistemas & Gestão; v. 18 n. 2 (2023): AGOSTO 20231980-516010.20985/1980-5160.2023.v18n2reponame:Sistemas & Gestãoinstname:Universidade Federal Fluminense (UFF)instacron:UFFporenghttps://www.revistasg.uff.br/sg/article/view/1868/1738https://www.revistasg.uff.br/sg/article/view/1868/1752https://www.revistasg.uff.br/sg/article/view/1868/1739https://www.revistasg.uff.br/sg/article/view/1868/1760Copyright (c) 2023 Sistemas & Gestãohttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessFernandes, Reimison MoreiraCosta Araújo, Vitória Lara Simon Rampasso, Izabela Anholon, RosleyOliveira Cardoso, Brenda de Farias Batista Martins, Vitor William2023-08-23T09:51:33Zoai:ojs.www.revistasg.uff.br:article/1868Revistahttps://www.revistasg.uff.br/sgPUBhttps://www.revistasg.uff.br/sg/oai||sg.revista@gmail.com|| periodicos@proppi.uff.br1980-51601980-5160opendoar:2023-08-23T09:51:33Sistemas & Gestão - Universidade Federal Fluminense (UFF)false |
dc.title.none.fl_str_mv |
Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations Variáveis-chave para melhorar a qualidade do serviço de internet em uma região do interior da Amazônia: uma análise exploratória usando a modelagem de equações estruturais |
title |
Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations |
spellingShingle |
Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations Fernandes, Reimison Moreira |
title_short |
Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations |
title_full |
Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations |
title_fullStr |
Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations |
title_full_unstemmed |
Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations |
title_sort |
Key variables to enhance the quality of internet service in a region of the interior of the Amazon: an exploratory analysis using modeling of structural equations |
author |
Fernandes, Reimison Moreira |
author_facet |
Fernandes, Reimison Moreira Costa Araújo, Vitória Lara Simon Rampasso, Izabela Anholon, Rosley Oliveira Cardoso, Brenda de Farias Batista Martins, Vitor William |
author_role |
author |
author2 |
Costa Araújo, Vitória Lara Simon Rampasso, Izabela Anholon, Rosley Oliveira Cardoso, Brenda de Farias Batista Martins, Vitor William |
author2_role |
author author author author author |
dc.contributor.author.fl_str_mv |
Fernandes, Reimison Moreira Costa Araújo, Vitória Lara Simon Rampasso, Izabela Anholon, Rosley Oliveira Cardoso, Brenda de Farias Batista Martins, Vitor William |
description |
Competitiveness driven by technological, economic, social, and environmental factors has changed how customers purchase products and services. This research aimed to analyze variables to enhance the quality of the internet service in a region of the interior of the Amazon, considering the users’ perceptions. To this end, the survey was adopted as a research strategy, and the structural equation modeling method was used to validate the proposed conceptual model. To validate the model, a literature search was carried out, variables of the quality of internet services were selected, and a survey was carried out with users in a region in the interior of the Amazon, totaling 204 respondents. The averages of the variables indicated that the variables "navigation (speed and stability)," "service agility (repair)," and "user support (maintenance)" were the most important perceived in the opinion of internet service users in the region analyzed. On the other hand, those of less importance in the perception of the user were the variables “price of the service,” “warranty time” and “flexibility of the service (package options available).” As for the validated conceptual model, the importance of three relevant constructs was verified: sale, attendance and usability. From a theoretical point of view, the results achieved here can contribute to the expansion of debates in the area of quality in services, and from a practical point of view, the results contribute to the definition and elaboration of the strategic planning of managers involved in the area. Few studies discuss the quality of internet services in a specific region considered lacking in technological infrastructure, such as the interior of the Brazilian Amazon. Keywords: Internet services; quality management; quality in services; technological services; PLS-SEM |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-08-23 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://www.revistasg.uff.br/sg/article/view/1868 10.20985/1980-5160.2023.v18n2.1868 |
url |
https://www.revistasg.uff.br/sg/article/view/1868 |
identifier_str_mv |
10.20985/1980-5160.2023.v18n2.1868 |
dc.language.iso.fl_str_mv |
por eng |
language |
por eng |
dc.relation.none.fl_str_mv |
https://www.revistasg.uff.br/sg/article/view/1868/1738 https://www.revistasg.uff.br/sg/article/view/1868/1752 https://www.revistasg.uff.br/sg/article/view/1868/1739 https://www.revistasg.uff.br/sg/article/view/1868/1760 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2023 Sistemas & Gestão http://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2023 Sistemas & Gestão http://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
text/html application/pdf text/html application/pdf |
dc.publisher.none.fl_str_mv |
ABEC |
publisher.none.fl_str_mv |
ABEC |
dc.source.none.fl_str_mv |
Sistemas & Gestão; v. 18 n. 2 (2023): AGOSTO 2023 1980-5160 10.20985/1980-5160.2023.v18n2 reponame:Sistemas & Gestão instname:Universidade Federal Fluminense (UFF) instacron:UFF |
instname_str |
Universidade Federal Fluminense (UFF) |
instacron_str |
UFF |
institution |
UFF |
reponame_str |
Sistemas & Gestão |
collection |
Sistemas & Gestão |
repository.name.fl_str_mv |
Sistemas & Gestão - Universidade Federal Fluminense (UFF) |
repository.mail.fl_str_mv |
||sg.revista@gmail.com|| periodicos@proppi.uff.br |
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1798320142137950208 |