Evaluation of service quality and customer satisfaction. Thirteen years experience in the Brazilian Telecommunications operating companies

Edmundo Brandao Dantas and Jose Eduardo Benevello de Castro

The paper presents the authors' viewpoint of the evaluation of customer satisfaction in the Brazilian Telecommunications Operating Companies while state-owned companies.

Evaluation of Service Quality and Customer Satisfaction: Thirteen Years in the Brazilian Telecommunications Operating Companies

Jos Eduardo Benevello de Castro  Telebras, Brazil. andEdmundoBrando Dantas,Telebraslia, Brazil

INTRODUCTION

Until 1985, no customer satisfaction evaluation was made in the companies that, under coordination of the holding Telebras, formed the Telebras System. A strong engineering culture prevailed at that time (and which continued until recently) in which 'technology seduction' prevailed, and products and services were almost 'pushed' into the market to see what could happen. They imagined that if the telecommunication companies had uptodate equipment, perfect from the...

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