TY  - JOUR
A1  - Demir, Ahmet Demir
PB  - Ishik University
ID  - eprints_ishik_edu_iq142
EP  - 231
IS  - 3
VL  - 5
TI  - A Benchmarking of Service Quality in Telecommunication Services: Case Study in Kurdistan Region of Iraq
N2  - 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.
JF  - International Journal of Social Sciences & Educational Studies
SN  - 24091294
KW  - Benchmarking
KW  -  Service Quality
KW  -  AHP
KW  -  VIKOR
KW  -  Strategic Management
SP  - 216
AV  - public
Y1  - 2019/03//
UR  - http://dx.doi.org/10.23918/ijsses.v5i3p216
ER  -