Governance and Service Quality as Drivers of Organizational Performance in the Portuguese Telecommunications Sector

Abstract

This study aims to assess the perceived quality of telecommunication services in Portugal and examine how governance practices influence organizational performance, addressing the lack of empirical evidence on service quality gaps in the Portuguese telecommunications sector. Specifically, it investigates the alignment between customers’ expectations and perceptions of service delivery among major telecommunications providers in northern Portugal. A convenience sample of 119 subscribers was collected through an online questionnaire disseminated via social media and email. The survey measured service quality across the five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy), and sociodemographic variables (gender, age, and education) were recorded to explore their influence on customer satisfaction and perceived quality. Results reveal a consistent gap between expectations (6.51) and perceptions (5.54), particularly in reliability and responsiveness, despite generally positive evaluations of tangibility and assurance. Sociodemographic factors significantly influenced satisfaction levels and perceptions of service quality, highlighting the importance of tailored governance strategies. These findings demonstrate that effective governance and quality management are interdependent drivers of sustainable competitiveness in technology-intensive sectors. By identifying specific quality gaps and their drivers, this study provides actionable insights for improving service delivery. Enhancing organizational reliability, responsiveness, and empathy—supported by transparent communication and data-driven decision-making—is essential for improving customer trust, operational resilience, and long-term performance. By integrating continuous quality assessment into administrative strategy, telecommunications firms can enhance service excellence and contribute to broader goals of sustainable economic development and digital transformation.