Análise da satisfação dos clientes em relação à qualidade dos serviços prestados pela Movitel s.a., na cidade de Maputo

Abstract

This research work analyzed customer satisfaction regarding the quality of services provided by Movitel S.A. in Maputo city, based on the central question: to what extent has the company been able to satisfy its clients? Despite efforts in network expansion and accessibility, complaints persist about network instability, slow internet speed, and weaknesses in customer service. The study aimed to understand customers’ perceptions regarding service quality, considering technical dimensions, customer care, brand image, pricing, and perceived value. Methodologically, it was a descriptive study with a mixed approach, applied to 61 participants (50 clients, 10 employees, and 1 manager). Questionnaires based on the SERVQUAL model were used, complemented by qualitative analysis. The results revealed negative GAPs in all SERVQUAL dimensions, with greater gaps in responsiveness (–1.6) and reliability (–1.3). Only 40% of customers declared themselves satisfied, 40% dissatisfied, and 20% indifferent, showing a balanced division and inconsistency in service delivery. Employees and the manager confirmed the same weaknesses, pointing to lack of integration, insufficient training, and delays in complaint resolution. The study concludes that Movitel only partially satisfies its clients, failing to align service performance with expectations. Recommendations include network and internet modernization, strengthening customer service, continuous staff training, creation of affordable packages, improvement of brand image, and adoption of advanced digital technologies. Future research is suggested to compare different operators and expand the analysis to other cities, deepening the understanding of quality and customer satisfaction in the Mozambican telecommunications sector.