ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL

Detalhes bibliográficos
Autor(a) principal: de Oliveira Mota, Márcio
Data de Publicação: 2012
Outros Autores: Gondim Nogueira, Cláudio André, Cavalcante de Almeida, Felipe, Nogueira de Lima, Paulo Giovanni, de Moura, Heber José
Tipo de documento: Artigo
Idioma: por
Título da fonte: REAd (Porto Alegre. Online)
Texto Completo: https://seer.ufrgs.br/index.php/read/article/view/35452
Resumo: The objective of this study is to fulfill a lack from the previous studies about the insufficient information concerning satisfaction from mobile telephone consumers after number portability in Brazil. An original longitudinal research was conducted over three years with mobile telephone consumers after and before number portability in order to evaluate the telephone services providers. There is also a second lack in the literature that refers to the development of a model that could consider the inherent attributes to the mobile phone sector concerning to satisfaction over the provided services. This study aims to analyze the Brazilian mobile phone services. Specifically, it also aims to: (1) verify empirically the fit of a model based on the mobile phone sector; (2) examine the influence of the antecedents and consequents of the satisfaction in mobile phone services; (3) analyze the mobile phone services before and after the number portability in Brazil; and (4) propose a satisfaction index to the Brazilian mobile phone sector. A descriptive survey type study was conducted and the field research was carried out during three years with 1596 telephone mobile consumers, which were divided into two groups: a) before the mobile number portability; and b) after mobile number portability after 12 months the number portability authorization by ANATEL. The collected data were analyzed by statistical tests, including structural equation modeling. The outcomes indicate that there were no great differences concerning the perceptions of the mobile phone consumers before and after the mobile number portability. Thus, there is still a lot to deepen about what led consumers to evaluate from a so similar way the mobile phone providers in the two different periods of time. We also verified that the relationship between perceived value and image, and satisfaction and perceived value were negatively scored during these two different periods of time. Indeed, the strongest significant impacts from the proposed model referred to the relationship between image and satisfaction, and satisfaction and management of complaining.
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spelling ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODELANÁLISIS DE LOS SERVICIOS DE TELEFONÍA MÓVIL DE BRASIL: UNA PROPUESTA DE UN MODELO EMPÍRICOUMA ANÁLISE DOS SERVIÇOS DE TELEFONIA MÓVEL NO BRASIL: UMA PROPOSTA DE MODELO EMPÍRICOSatisfaçãoImagemLealdadeValor PercebidoTelefonia Móvel.SatisfactionImageLoyaltyPerceived ValueMobile Phone.SatisfacciónLealtadImagenValor PercibidoTelefonía Móvil The objective of this study is to fulfill a lack from the previous studies about the insufficient information concerning satisfaction from mobile telephone consumers after number portability in Brazil. An original longitudinal research was conducted over three years with mobile telephone consumers after and before number portability in order to evaluate the telephone services providers. There is also a second lack in the literature that refers to the development of a model that could consider the inherent attributes to the mobile phone sector concerning to satisfaction over the provided services. This study aims to analyze the Brazilian mobile phone services. Specifically, it also aims to: (1) verify empirically the fit of a model based on the mobile phone sector; (2) examine the influence of the antecedents and consequents of the satisfaction in mobile phone services; (3) analyze the mobile phone services before and after the number portability in Brazil; and (4) propose a satisfaction index to the Brazilian mobile phone sector. A descriptive survey type study was conducted and the field research was carried out during three years with 1596 telephone mobile consumers, which were divided into two groups: a) before the mobile number portability; and b) after mobile number portability after 12 months the number portability authorization by ANATEL. The collected data were analyzed by statistical tests, including structural equation modeling. The outcomes indicate that there were no great differences concerning the perceptions of the mobile phone consumers before and after the mobile number portability. Thus, there is still a lot to deepen about what led consumers to evaluate from a so similar way the mobile phone providers in the two different periods of time. We also verified that the relationship between perceived value and image, and satisfaction and perceived value were negatively scored during these two different periods of time. Indeed, the strongest significant impacts from the proposed model referred to the relationship between image and satisfaction, and satisfaction and management of complaining. El objetivo de este estudio es cumplir con la falta de los estudios anteriores sobre la falta de información respecto a la satisfacción de los consumidores de telefonía móvil después de la portabilidad numérica en Brasil. Una investigación longitudinal inicial fue conducida durante tres años con los consumidores de telefonía móvil antes y después de la portabilidad numérica con el fin de evaluar los proveedores de servicios telefónicos. También hay una falta en la literatura que se refiere al desarrollo de un modelo que podríamos considerar los atributos inherentes al sector de la telefonía móvil brasileño en relación a la satisfacción por los servicios prestados. Este estudio tiene como objetivo analizar los servicios de telefonía móvil de Brasil. En concreto, hay otros objetivos: (1) verificar empíricamente el ajuste de un modelo basado en el sector de la telefonía móvil; (2) examinar la influencia de los antecedentes y consecuentes de la satisfacción en servicios de telefonía móvil; (3) analizar los servicios de telefonía móvil antes y después de la portabilidad numérica en Brasil; y (4) proponer un índice de satisfacción con el sector de la telefonía móvil brasileño. Por lo tanto, hemos desarrollado un estudio descriptivo de tipo survey durante tres años con 1596 consumidores de telefonía móvil, que se dividieron en dos grupos: a) antes de la portabilidad numérica; y b) después de la portabilidad numérica después de 12 meses de la autorización de ANATEL. Los datos obtenidos fueron analizados mediante pruebas estadísticas, incluidos los modelos de ecuaciones estructurales. Los resultados indican que no hubo grandes diferencias sobre las percepciones de los consumidores de teléfonos móviles antes y después de la portabilidad numérica. Por lo tanto, todavía hay mucho que profundizar sobre lo que llevó a los consumidores a evaluar de una manera tan similar a los proveedores de telefonía móvil en los dos períodos de tiempo distintos. También se verificó que la relación entre el valor percibido y la imagen, y la satisfacción y el valor percibido se calificaron negativamente durante estos dos períodos de tiempo distintos. De hecho, los más fuertes impactos significativos a partir del modelo propuesto se refieren a la relación entre la imagen y la satisfacción, y entre la satisfacción y la gestión de las reclamaciones. O presente artigo busca preencher uma lacuna que os estudos efetuados anteriormente deixaram no que diz respeito à falta de informações acerca da satisfação dos consumidores dos serviços de telefonia móvel após a portabilidade numérica. No caso, realizou-se, de forma inédita, um estudo longitudinal por um período de aproximadamente três anos, com usuários de telefonia móvel antes e depois da portabilidade numérica no intuito de avaliar os serviços prestados pelas concessionárias por meio da percepção desses consumidores em períodos de distinta legislação. Há também uma segunda lacuna que se refere ao desenvolvimento de um modelo que responda e consiga atender aos atributos inerentes ao setor de telefonia móvel no que concerne à satisfação dos serviços prestados. Esse estudo tem como objetivo analisar a avaliação dos serviços de telefonia móvel brasileiro. Especificamente, pretende-se: (1) verificar empiricamente o ajustamento de um modelo de satisfação no setor de telefonia móvel baseado em modelos de satisfação do consumidor; (2) examinar a influência dos antecedentes e consequentes da satisfação de serviços de telefonia móvel; (3) analisar a avaliação dos serviços de telefonia móvel por meio de seus usuários antes e depois da portabilidade numérica; e (4) propor um índice de satisfação do consumidor para o setor de telefonia móvel brasileiro. O estudo compreendeu uma pesquisa descritiva do tipo survey. A pesquisa de campo foi realizada durante três anos junto a 1596 usuários de telefonia móvel pesquisados, sendo estes divididos entre usuários antes do início da portabilidade numérica e com usuários que realizaram a portabilidade numérica com pelo menos 12 meses após o início da autorização pela ANATEL. Os dados coletados foram submetidos a procedimentos estatísticos por meio da técnica de modelagem em equações estruturais. Os resultados apontam que não houve diferentes percepções por parte dos usuários de telefonia móvel antes e depois da portabilidade numérica, portanto, há ainda muito a se aprofundar sobre o que levou os usuários a avaliar de uma forma tão semelhante as operadoras em períodos e situações tão distintos. Verificou-se ainda que as relações entre o valor percebido e a imagem e entre a satisfação e o valor percebido se manifestaram negativamente no período antes da portabilidade numérica e que os impactos mais fortes e significativos do modelo proposto se referenciam ao relacionamento da imagem com a satisfação e da satisfação com a gestão das reclamações. Universidade Federal do Rio Grande do Sul2012-11-09info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionscientific articleAvaliado pelos paresartigo científicoapplication/pdfhttps://seer.ufrgs.br/index.php/read/article/view/35452Electronic Review of Administration; Vol. 18 No. 3 (2012): Issue 73 - sep/dec 2012; 747-778Revista Electrónica de Administración; Vol. 18 Núm. 3 (2012): Edición 73 - sep/dic 2012; 747-778Revista Eletrônica de Administração; v. 18 n. 3 (2012): Edição 73 - set/dez 2012; 747-7781413-23111980-4164reponame:REAd (Porto Alegre. Online)instname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSporhttps://seer.ufrgs.br/index.php/read/article/view/35452/22989de Oliveira Mota, MárcioGondim Nogueira, Cláudio AndréCavalcante de Almeida, FelipeNogueira de Lima, Paulo Giovannide Moura, Heber Joséinfo:eu-repo/semantics/openAccess2012-11-30T02:00:00Zoai:seer.ufrgs.br:article/35452Revistahttp://seer.ufrgs.br/index.php/read/indexPUBhttps://seer.ufrgs.br/read/oaiea_read@ufrgs.br1413-23111413-2311opendoar:2012-11-30T02:00REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS)false
dc.title.none.fl_str_mv ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL
ANÁLISIS DE LOS SERVICIOS DE TELEFONÍA MÓVIL DE BRASIL: UNA PROPUESTA DE UN MODELO EMPÍRICO
UMA ANÁLISE DOS SERVIÇOS DE TELEFONIA MÓVEL NO BRASIL: UMA PROPOSTA DE MODELO EMPÍRICO
title ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL
spellingShingle ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL
de Oliveira Mota, Márcio
Satisfação
Imagem
Lealdade
Valor Percebido
Telefonia Móvel.
Satisfaction
Image
Loyalty
Perceived Value
Mobile Phone.
Satisfacción
Lealtad
Imagen
Valor Percibido
Telefonía Móvil
title_short ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL
title_full ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL
title_fullStr ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL
title_full_unstemmed ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL
title_sort ANALYSIS OF THE BRAZILIAN MOBILE PHONE SERVICES: A PROPOSAL OF AN EMPIRICAL MODEL
author de Oliveira Mota, Márcio
author_facet de Oliveira Mota, Márcio
Gondim Nogueira, Cláudio André
Cavalcante de Almeida, Felipe
Nogueira de Lima, Paulo Giovanni
de Moura, Heber José
author_role author
author2 Gondim Nogueira, Cláudio André
Cavalcante de Almeida, Felipe
Nogueira de Lima, Paulo Giovanni
de Moura, Heber José
author2_role author
author
author
author
dc.contributor.author.fl_str_mv de Oliveira Mota, Márcio
Gondim Nogueira, Cláudio André
Cavalcante de Almeida, Felipe
Nogueira de Lima, Paulo Giovanni
de Moura, Heber José
dc.subject.por.fl_str_mv Satisfação
Imagem
Lealdade
Valor Percebido
Telefonia Móvel.
Satisfaction
Image
Loyalty
Perceived Value
Mobile Phone.
Satisfacción
Lealtad
Imagen
Valor Percibido
Telefonía Móvil
topic Satisfação
Imagem
Lealdade
Valor Percebido
Telefonia Móvel.
Satisfaction
Image
Loyalty
Perceived Value
Mobile Phone.
Satisfacción
Lealtad
Imagen
Valor Percibido
Telefonía Móvil
description The objective of this study is to fulfill a lack from the previous studies about the insufficient information concerning satisfaction from mobile telephone consumers after number portability in Brazil. An original longitudinal research was conducted over three years with mobile telephone consumers after and before number portability in order to evaluate the telephone services providers. There is also a second lack in the literature that refers to the development of a model that could consider the inherent attributes to the mobile phone sector concerning to satisfaction over the provided services. This study aims to analyze the Brazilian mobile phone services. Specifically, it also aims to: (1) verify empirically the fit of a model based on the mobile phone sector; (2) examine the influence of the antecedents and consequents of the satisfaction in mobile phone services; (3) analyze the mobile phone services before and after the number portability in Brazil; and (4) propose a satisfaction index to the Brazilian mobile phone sector. A descriptive survey type study was conducted and the field research was carried out during three years with 1596 telephone mobile consumers, which were divided into two groups: a) before the mobile number portability; and b) after mobile number portability after 12 months the number portability authorization by ANATEL. The collected data were analyzed by statistical tests, including structural equation modeling. The outcomes indicate that there were no great differences concerning the perceptions of the mobile phone consumers before and after the mobile number portability. Thus, there is still a lot to deepen about what led consumers to evaluate from a so similar way the mobile phone providers in the two different periods of time. We also verified that the relationship between perceived value and image, and satisfaction and perceived value were negatively scored during these two different periods of time. Indeed, the strongest significant impacts from the proposed model referred to the relationship between image and satisfaction, and satisfaction and management of complaining.
publishDate 2012
dc.date.none.fl_str_mv 2012-11-09
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
scientific article
Avaliado pelos pares
artigo científico
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://seer.ufrgs.br/index.php/read/article/view/35452
url https://seer.ufrgs.br/index.php/read/article/view/35452
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://seer.ufrgs.br/index.php/read/article/view/35452/22989
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal do Rio Grande do Sul
publisher.none.fl_str_mv Universidade Federal do Rio Grande do Sul
dc.source.none.fl_str_mv Electronic Review of Administration; Vol. 18 No. 3 (2012): Issue 73 - sep/dec 2012; 747-778
Revista Electrónica de Administración; Vol. 18 Núm. 3 (2012): Edición 73 - sep/dic 2012; 747-778
Revista Eletrônica de Administração; v. 18 n. 3 (2012): Edição 73 - set/dez 2012; 747-778
1413-2311
1980-4164
reponame:REAd (Porto Alegre. Online)
instname:Universidade Federal do Rio Grande do Sul (UFRGS)
instacron:UFRGS
instname_str Universidade Federal do Rio Grande do Sul (UFRGS)
instacron_str UFRGS
institution UFRGS
reponame_str REAd (Porto Alegre. Online)
collection REAd (Porto Alegre. Online)
repository.name.fl_str_mv REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS)
repository.mail.fl_str_mv ea_read@ufrgs.br
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