relation: http://eprints.ishik.edu.iq/142/
title: A Benchmarking of Service Quality in Telecommunication Services: Case Study in Kurdistan Region of Iraq
creator: Demir, Ahmet Demir
subject: H Social Sciences (General)
subject: HE Transportation and Communications
description: 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.
publisher: Ishik University
date: 2019-03
type: Article
type: PeerReviewed
format: text
language: en
rights: cc_by_nc_nd_4
identifier: http://eprints.ishik.edu.iq/142/1/ijsses.v5i3p216.pdf
identifier:   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     
relation: http://dx.doi.org/10.23918/ijsses.v5i3p216
relation: doi:10.23918/ijsses.v5i3p216