Avaliação e impacto das reclamações em empresas de telecomunicação no Brasil
This article explores consumer complaints in telecommunications companies in Brazil, aiming to identify the main reported issues and assess the factors impacting customer satisfaction. Employing a quantitative approach, the study analyzes data from the consumidor.gov.br platform, focusing on the maj...
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| Formato: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2023 |
| País: | Brasil |
| Recursos: | Pontifícia Universidade Católica do Rio Grande do Sul (PUCRS) |
| Repositorio: | Repositório Institucional PUCRS |
| Idioma: | portugués |
| OAI Identifier: | oai:meriva.pucrs.br:10923/26249 |
| Acesso em linha: | https://hdl.handle.net/10923/26249 |
| Access Level: | acceso abierto |
| Palavra-chave: | RECLAMAÇÕES DE CONSUMIDORES TELECOMUNICAÇÕES SATISFAÇÃO DO CLIENTE CONSUMER COMPLAINTS TELECOMMUNICATIONS CUSTOMER SATISFACTION |
| Resumo: | This article explores consumer complaints in telecommunications companies in Brazil, aiming to identify the main reported issues and assess the factors impacting customer satisfaction. Employing a quantitative approach, the study analyzes data from the consumidor.gov.br platform, focusing on the major operators and the most frequent complaint categories from January 2019 to June 2023. It reveals that the most common complaints involve wrongful charges, followed by issues with contracts and offers. The analysis indicates that although there is an inverse relationship between the speed of response and customer satisfaction, this correlation is weak, suggesting the influence of other factors. The study concludes that despite a slight decrease in complaints over time, many aspects of customer satisfaction remain unexplained, pointing to the need for future research with more comprehensive approaches. |
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