A Benchmarking of Service Quality in Telecommunication Services: Case Study in Kurdistan Region of Iraq

Demir, Ahmet Demir (2019) A Benchmarking of Service Quality in Telecommunication Services: Case Study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5 (3). pp. 216-231. ISSN 24091294

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Official URL: http://dx.doi.org/10.23918/ijsses.v5i3p216

Abstract

This study aims to evaluate the comparative advantages of each GSM firm toward one another via applying benchmarking methods. To do this, a survey questionnaire has been conducted on 514 GSM service users in Kurdistan Region of Iraq. Collected data has been analyzed proposing analytic hierarchy process and VIKOR method. Based on the evaluations of the GSM service users, better and worse performing firms have been identified based on each criterion. Finally, minimum utility regret providing firm has been determined. Finally, strategic suggestions have been given to the firms according to the analysis results. The benchmarking can be used by the different policy influencing and making agencies to develop future policies for the improvement. The industry can also use the benchmarking for its peer performance improvement.

Item Type: Article
Uncontrolled Keywords: Benchmarking, Service Quality, AHP, VIKOR, Strategic Management
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HE Transportation and Communications
Divisions: Ishik International Journal of Social Sciences & educational Studies > VOL 5, NO 3 (2019)
Depositing User: Depositor @ Ishik University
Date Deposited: 27 Aug 2019 12:04
Last Modified: 27 Aug 2019 12:04
URI: http://eprints.ishik.edu.iq/id/eprint/142

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