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Publication
Gestão de relacionamento com o cliente no sector das telecomunicações
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Abstract(s)
O Setor das Telecomunicações em Portugal, é considerado como
um dos mais competitivos e em particular, no setor das
telecomunicações móveis, que têm vido a registar um crescimento
exponencial, com o objetivo de procurar compreender se existe ou
não essa evolução procedeu-se a um estudo comparativo, baseado
nos dados recolhidos pela ANACOM, em dois períodos diferentes
2014 e 2022, que distam entre si um espaço temporal de oito anos,
e procurar analisar relativamente aos particulares (famílias) e às
empresas como se têm registado os níveis de satisfação, bem como,
aqueles que ainda não utilizam este tipo de serviço, e ainda quais
têm sido as inovações em termos de ofertas (pacotes) que as
operadoras têm lançado no mercado como forma não só de atrair
novos clientes como fidelizar os que já existem. Os resultados
apontam que existe cada vez maior número de clientes a aderir aos
serviços de telecomunicações, quer em termos particulares, ou seja,
residenciais(famílias), quer em termos de empreses. Mesmo os não
utilizadores, em termos de quantidade tendem a diminuir.
The Telecommunications Sector in Portugal is considered one of the most competitive and in particular, in the mobile telecommunications sector, which has seen exponential growth, with the aim of seeking to understand whether or not this evolution exists, an comparative study, based on data collected by ANACOM, in two different periods 2014 and 2022, which are eight years apart, and seeks to analyze in relation to individuals (families) and companies how satisfaction levels have been recorded, as well as those who do not yet use this type of service, and also what innovations have been in terms of offers (packages) that operators have launched on the market as a way of not only attracting new customers but also retaining existing ones. The results indicate that there is an increasing number of customers subscribing to telecommunications services, whether privately, that is, residential (families), or in terms of companies. Even non-users tend to decrease in terms of quantity.
The Telecommunications Sector in Portugal is considered one of the most competitive and in particular, in the mobile telecommunications sector, which has seen exponential growth, with the aim of seeking to understand whether or not this evolution exists, an comparative study, based on data collected by ANACOM, in two different periods 2014 and 2022, which are eight years apart, and seeks to analyze in relation to individuals (families) and companies how satisfaction levels have been recorded, as well as those who do not yet use this type of service, and also what innovations have been in terms of offers (packages) that operators have launched on the market as a way of not only attracting new customers but also retaining existing ones. The results indicate that there is an increasing number of customers subscribing to telecommunications services, whether privately, that is, residential (families), or in terms of companies. Even non-users tend to decrease in terms of quantity.
Description
Keywords
Gestão de clientes Qualidade Fidelidade Serviço de telecomunicações Serviço de telecomunicações móveis