EVALUATION OF THE CAPABILITY OF THE MOBILE PHONE SERVICE IN SOUTHERN BRAZIL THROUGH THE PERCEPTION OF ITS CUSTOMERS
Celiane Albuquerque do Nascimento, Evandro Eduardo Broday
Abstract: This study aimed to analyze, in a quantitative and qualitative way, the perception of quality verified by costumers in the mobile phone service in Southern Brazil through the annual quality perception survey conducted by the Brazilian Agency of Telecommunication (Anatel). A questionnaire was applied to obtain the data; it contains the indexes that were compared in the study. The analyzes of the information found were given by using the Statistics Processes Control to determine the capability of the service by using the Cp and Cpk indexes. It was found a Cp = 0.45 and Cpk = -0.18 indicating that this service needs great improvement.
Keywords: Capability, Continuous quality improvement, Customer satisfaction, Statistical process control
DOI: 10.18421/IJQR12.02-09
Recieved: 20.02.2018 Accepted: 16.04.2018 UDC: 005.62(81)
Reads: 1531 
