The Quality of Customer Service and the Level of Consumer Satisfaction in Timor Leste Telecommunications

Marna Sarmento Baptista; Cristina Galamba Marreiros; Maria Raquel Lucas

doi:10.18034/abr.v9i3.273

Authors

Marna Sarmento Baptista Timor Telecom
Cristina Galamba Marreiros Universidade de Évora
Maria Raquel Lucas Universidade de Évora

DOI:

https://doi.org/10.18034/abr.v9i3.273

Keywords:

Quality, service, satisfaction, customer, telecommunications

Abstract

The quality of customer services and its resulting consumer satisfaction have greatly contributed to the success of numerous companies, since they constitute competitive advantages, helping companies retaining their costumers and contributing to the company’s recruitment of new clients. Satisfied customers are likely to return and recommend the service to friends and family. The goal of this research was to evaluate perceived service quality and customer satisfaction with the company Timor Telecom. Data was collected through a questionnaire applied to a sample of customers in Dili. The results indicated that customers are globally satisfied with the company and that the most relevant service quality dimensions were: products and services, the company itself, collaborators, and point-of-sale.

JEL Classification Code: M 31

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Author Biographies

Marna Sarmento Baptista, Timor Telecom

Msc in Applied Economics and Management, Timor Telecom, Timor Plaza, Rua Presidente Nicolau Lobato, 4º, Caixa Postal 135, Díli,

Cristina Galamba Marreiros, Universidade de Évora

PhD in Marketing, CEFAGE (Center for Advanced Studies in Management and Economics) and Assistant Professor, Management Department, Évora University, Largo dos Colegiais, 2, 7000-645, Évora, PORTUGAL

Maria Raquel Lucas, Universidade de Évora

PhD in Management, CEFAGE (Center for Advanced Studies in Management and Economics) and Associate Professor in the Management Department, Évora University, Largo dos Colegiais, 2, 7000-645, Évora, PORTUGAL

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