Title :
Assessing telecommunications services based on standards ISO 10001 and ISO 10002
Author :
Dimkow, Svetoslav ; Ivanova, Vania
Author_Institution :
Dept. Manage., Coll. of Telecommun. & Post, Sofia, Bulgaria
Abstract :
This work suggests a strategy for quality evaluation of the customers´ service in the telecommunications sector. The strategy comprises a model and methods for evaluation. Two main determinants of the quality of service are measured: service ethics and handling of complaints. The evaluation is performed by two complex indicators: for service ethics; for involvement in the process of handling complaints. The two complex indicators are formed on the basis of hierarchic structure of weighted primary measures. The selection of primary indicators is made in accordance with the logic of ISO 10001 and ISO 10002 standards. The paper is a result of scientific project, researching the activity of leading telecommunication operators in Bulgaria.
Keywords :
ISO standards; customer satisfaction; quality management; quality of service; telecommunication services; Bulgaria; ISO 10001 standard; ISO 10002 standards; complaint handling process; customer satisfaction; customer service; hierarchic structure; primary indicator selection; quality evaluation strategy; quality management; quality of service; service ethics; telecommunication sector; telecommunications service assessment; weighted primary measures; Customer satisfaction; ISO standards; Organizations; Quality management; Standards organizations; Telecommunication services; codes of conduct; complaints hadling; customer satisfaction; quality management; telecommunication services;
Conference_Titel :
ELEKTRO, 2012
Conference_Location :
Rajeck Teplice
Print_ISBN :
978-1-4673-1180-9
DOI :
10.1109/ELEKTRO.2012.6225570
