Evaluation of service quality and customer satisfaction

Date of publication: June 15, 1999

Abstract:

The paper presenfs the authors’ viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies. Methodologies like the Projects Opus and Revind developed by technicians of the recently privatised Tclebras System became important and consistent tools for decision-making for those companies along with their applications and improvements. The paper also shows that the concern with customer satisfaction already existed in the state-owned telecommunications companies throughout Brazil (although the Brazilian press historically portrayed the opposite to the public).

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