Mercado de telefonia móvel no Brasil: análise feita sob a ótica do cliente em avaliação da qualidade dos serviços das operadoras

Abstract

The brazilian mobile telephony has been through different changes that need vision and anticipation of the companies, so they can predict what the market searches for, and adapt to the needs of the current moment. The telephony companies NEED to understand the obstacles and, in this way, DROP in front of the COMPETITORS, and the evaluation of what the client searches for is fundamental to succeed. This research has the purpose to show that the clients satisfaction is not always in the priority. We will expose, through bibliographic research, that the search for quality is still in disadvantage in the obsession for profit, showing that what is being offered in the plans is not always what the population really wants. Our idea is to build a quality service scenario for the whole brazilian population, and that the mobile telephony exists to make our lives easier, and not bring us another problem.