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Publication
A avaliação percebida do site da Unitel
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 3.16 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
A existência de websites proporciona uma comodidade por parte do utilizador e uma
maior interação com a empresa, realçando assim, os produtos e serviços praticados pela
empresa e valoriza a marca.
De acordo com a crescente exigência por parte dos utilizadores sobre a qualidade que
um website deve ter, o presente estudo aborda a perceção que os inquiridos têm sobre a
qualidade percebida do site da Unitel.
A Unitel é uma empresa angolana considerada a rede número um das
telecomunicações existentes no país. Como sucede com outras empresas, o website é um meio
muito importante para a comunicação empresarial, porque é uma ferramenta de excelência no
campo da divulgação dos serviços e produtos disponíveis.
Por este motivo, pareceu-nos pertinente avaliar a qualidade percebida que o website da
Unitel tem junto de utilizadores e não utilizadores. Para tal, foi adaptado o modelo WebQual,
criado por Barnes & Vidgen (2002), que é composto por 3 dimensões: a usabilidade,
qualidade de informação e a qualidade de interação do serviço.
Foram recolhidos dados através de um inquérito por questionário online aplicado junto
de uma amostra de 92 inquiridos, no período compreendido entre 6 de Dezembro de 2017 à
28 de Janeiro de 2018.
Conclui-se que a dimensão mais bem percebida é a usabilidade, devido a experiência
positiva que tiveram ao aceder o website e a facilidade de utilização.
The existence of websites offers its users a great commodity, as well as an even greater interaction with businesses. This highlights or enhances products and services offered by a company, and gives more value to its brand. Due to the increasing demand on the part of the users of the quality that a website must have, the present study addresses the perception that the respondents have about perceived quality on the Unitel website. Unitel is an Angolan company considered to be the number one telecommunications network in the country. And like all companies, the website is a very important medium for business communication, because it is a tool of excellence in the field of dissemination of the services and products available. For this reason, it is necessary to evaluate the perceived quality that the Unitel website has among users and not users. It has been adapted to WebQual model, created by Barnes & Vidgen (2002), which is composed of three main dimensions: usability, information quality and interaction quality of the service. In this way, the purpose is to certify which of these dimensions affects the perceived quality more and if these dimensions reach the operations and visits made to the web. Data was collected through an online questionnaire survey adapted to the WebQual 4.0 model, and which shows results of a sample of 92 respondents in the period from December 6, 2017 to January 28, 2018. We can conclude that the dimension that made the respondents most satisfied is that of usability, due to the positive experience they had in accessing the website and the ease of use.
The existence of websites offers its users a great commodity, as well as an even greater interaction with businesses. This highlights or enhances products and services offered by a company, and gives more value to its brand. Due to the increasing demand on the part of the users of the quality that a website must have, the present study addresses the perception that the respondents have about perceived quality on the Unitel website. Unitel is an Angolan company considered to be the number one telecommunications network in the country. And like all companies, the website is a very important medium for business communication, because it is a tool of excellence in the field of dissemination of the services and products available. For this reason, it is necessary to evaluate the perceived quality that the Unitel website has among users and not users. It has been adapted to WebQual model, created by Barnes & Vidgen (2002), which is composed of three main dimensions: usability, information quality and interaction quality of the service. In this way, the purpose is to certify which of these dimensions affects the perceived quality more and if these dimensions reach the operations and visits made to the web. Data was collected through an online questionnaire survey adapted to the WebQual 4.0 model, and which shows results of a sample of 92 respondents in the period from December 6, 2017 to January 28, 2018. We can conclude that the dimension that made the respondents most satisfied is that of usability, due to the positive experience they had in accessing the website and the ease of use.
Description
Keywords
Internet em Angola Telecomunicações em Angola WebQual Qualidade dos Websites Usabilidade Evolução da Web