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In Portugal, according to ANACOM in July 2022, the number of subscribers to residential commercial offers from the main electronic communications service providers amounted to 13.8 million. With an increasingly limited expected growth potential, telecommunications operators are shifting from a strategy focused essentially on attracting new customers to a more defensive strategy focused on retaining/building loyalty among existing customers. This preliminary study aims to develop an instrument to assess the quality of service provided to their customers by Portuguese telecommunications companies in the context of northern Portugal. From an exploratory perspective, this study aims to present insights for marketing, technology and the assessment of the quality of specific services. At the end, lines of future research will be presented.

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Servqual Model and Consumer Satisfaction: Preliminary Insights in the Context of Telecommunications Services

  • 会议论文

  • 发表日期：

    2026年

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  • Núria Castro,
  • Estela Vilhena,
  • Bruno Barbosa Sousa

摘要

In Portugal, according to ANACOM in July 2022, the number of subscribers to residential commercial offers from the main electronic communications service providers amounted to 13.8 million. With an increasingly limited expected growth potential, telecommunications operators are shifting from a strategy focused essentially on attracting new customers to a more defensive strategy focused on retaining/building loyalty among existing customers. This preliminary study aims to develop an instrument to assess the quality of service provided to their customers by Portuguese telecommunications companies in the context of northern Portugal. From an exploratory perspective, this study aims to present insights for marketing, technology and the assessment of the quality of specific services. At the end, lines of future research will be presented.