The Quality of Services Provided to Customers at the Movitel Mobile Phone Company in Boquisso
Keywords:
Service quality, Satisfaction; Customer service, Mobile internet, CustomersAbstract
This article, entitled "The Quality of Services Provided to Customers at the Movitel Mobile Phone Company in Boquisso," analyzes the role of service quality in customer loyalty, competitive differentiation, and organizational financial sustainability. Service quality is an essential strategic factor because it helps satisfy consumer needs, exceed expectations, and build trust, directly affecting institutional reputation and economic performance in highly competitive contexts. Methodologically, the study used the hypothetical-deductive method, allowing inferences to move from specific propositions to broader conclusions. The sample consisted of Movitel customers in the study area, and the study used a structured convenience sampling technique based on participants' relevance to the phenomenon under analysis. For data processing, the Statistical Package for the Social Sciences (SPSS) version 16.0 was used, complemented by Microsoft Excel, enabling systematic and interpretative analysis of the collected data. The results indicate that 87.9% of respondents rate the quality of mobile internet as "fair, slow, or very slow," while only 12.0% consider it "very fast." The study concludes that Movitel needs to improve the efficiency of its customer service and the reliability of its services, key factors in building a positive organizational image and strengthening its competitive position.
Downloads
References
Conselho Nacional de Avaliação da Qualidade. (2019). Relatório anual de avaliação da qualidade do ensino superior em Moçambique. Maputo: CNAQ.
Deming, W. E. (1986). Out of the Crisis. MIT Press.
Feigenbaum, A. V. (1961). Total Quality Control. McGraw-Hill.
Ighomereho, S. O., et al. (2022). E-service quality models.
Instituto Nacional das Comunicações de Moçambique. (2017). Relatório anual sobre o sector das comunicações em Moçambique. Maputo: INCM.
International Organization for Standardization. (2021). ISO 9001: Quality Management Systems, Requirements. ISO.
ITU. (2020). IMT-2020 (5G) Requirements and Evaluation Criteria. International Telecommunication Union.
Juran, J. M. (1951). Quality Control Handbook. McGraw-Hill.
Kotler, P., Keller, K. L., & Chernev, A. (2021). Marketing Management (16th ed.). Pearson.
Lovelock, C., & Wirtz, J. (2022). Services Marketing: People, Technology, Strategy (9th ed.). World Scientific.
Morais, M. O., et al. (2020). A evolução da qualidade na indústria 4.0. Research, Society and Development.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4)
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL Model. Journal of Marketing.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2023). A Conceptual Model of Service Quality and Its Implications for Future Research (revisited edition). Journal of Marketing Research.
Simione, A. A., & Menete, A. F. T. (2025). Governo electrónico em Moçambique e qualidade dos serviços públicos. ALBA Journal.
Souto, A. J., et al. (2023). A influência do boca a boca electrónico na tomada de decisão. Administração de Empresas em Revista.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Obadias Benjamim Machine, Quentino Agostinho Razão, Cornélio Abdul Mussá
This work is licensed under a Creative Commons Attribution 4.0 International License.
Os autores mantêm os direitos de autor sobre os seus trabalhos e concedem à Revista Científica ALBA o direito de primeira publicação. Os artigos são publicados sob a licença Creative Commons Attribution 4.0 International (CC BY 4.0), que permite partilhar e adaptar o material para qualquer finalidade, inclusive comercial, desde que seja atribuída a devida autoria, indicada a fonte original, fornecida uma ligação para a licença e assinaladas eventuais alterações
