Assessment of Mobile Telephony User Satisfaction in the Federal District Through Structural Equation Modeling

Abstract

Objective: To maintain competitiveness and profitability in the telecommunications sector, it is essential to assess customer satisfaction, as mobile telephony provides convenience and is widely available to the population. Theoretical Framework: The growing demand for low-cost products, especially automotive fuels, reflects a constant in the Brazilian market, significantly impacting the economy and consumers' daily lives. Method: The research was conducted using a questionnaire developed by Anatel to collect data on user satisfaction. The questionnaire items were grouped into four constructs: Perceived Quality, Expectations, Perceived Value, and Overall Satisfaction. Structural Equation Modeling was used to evaluate the relationships between these constructs and consumer satisfaction. Results and Discussion: The results indicate that Perceived Quality, Expectations, and Perceived Value have a significant impact on Overall Satisfaction. The rejected hypotheses suggest areas where consumer perceptions may not align with expectations or where certain factors may not have the anticipated influence on satisfaction. Research Implications: The results provide valuable insights for mobile telephony companies, highlighting the importance of improving perceived quality and aligning customer expectations with the perceived value of the service. Originality/Value: This study contributes to the understanding of factors affecting consumer satisfaction in the mobile telephony sector, with a detailed analysis applied to the Federal District context.