Validação da Escala EXQ e a Qualidade da Experiência em Serviços de Acesso à Internet

Abstract

Due to the expansion of the service sector in recen t d cades and the growing academic interest in it, with emphasis on the service experi ence quality, an attempt was made to test the applicability of the EXQ scale to evaluation of the quality of experience in internet access services. To this end, a quantitative study was car ried out, through a survey, using the original proposal of the EXQ scale as a research instrument, together with the loyalty, satisfaction and word-of-mouth scales. Data were analyzed with the s upport of the PSPP software, using the techniques of mean, standard deviation, analysis of factor loadings and reliability analysis by Cronbach's Alpha. The results indicated inconsisten cies in the original scale, and an adaptation of the model was proposed, which proved to be valid and presented positive results. As a contribution, it is inferred that adv nces are needed to improve the model for specific contexts of services in Brazil. As for the quality of the experience measured in internet access services, after validating the scal e, it is concluded that it is considered satisfactory from the point of view of consumers an d that it induces satisfaction, loyalty and word-of-mouth communication.