Qualidade de serviços e a satisfação do cliente em empresas públicas: caso de estudo da electricidade de Moçambique na província de Maputo- posto administrativo de Infulene

Abstract

This study investigated the relationship between the quality of services provided by Electricidade de Moçambique (EDM) at the Infulene administrative post in Maputo province and the satisfaction of local residents. The research is based on a theoretical framework that explores the concept of quality, its evolution, and different definitional perspectives. Methodologically, an inductive and quantitative approach was adopted, allowing for the statistical analysis of responses from 298 interviewees. The results revealed widespread dissatisfaction among residents regarding EDM's reliability, responsiveness, and transparency, highlighting the urgent need for improvements in these areas to increase customer satisfaction and strengthen the company's image.