Assessment of the telephone service provision. Issue 1 (21st March 2016)

• Record Type: Journal Article
• Authors: Jankalova, Miriam
• Is Part Of: International journal of quality and service sciences. Volume 8:Issue 1(2016)
• Page Start: 72
• Page End: 87
• Publication Date: 2016-03-21
• Subjects: Availability -- Service -- Assessment -- Quality -- Weight -- Price -- Telephone service; Service industries -- Quality control -- Periodicals; Service industries -- Quality control -- Statistics -- Periodicals; Service industries -- Management -- Periodicals; Service industries -- Management -- Statistics -- Periodicals; 338.4
• DOI: 10.1108/IJQSS-06-2015-0052
• Languages: English
• ISSNs: 1756-669X

Abstract

Abstract : Purpose: – A system of fixed defined criteria and indicators that would provide a complex picture of the telephone service provision by a particular company does not exist. The purpose of this paper is to propose a telephone service index which represents one of the possibilities how to solve problems related to the decision-making of a customer regarding the selection of a telecommunication company. Design/methodology/approach: – The author has performed a primary research on the sample of 402 respondents from various regions of Slovakia with the aim to determine the rate of importance of criteria and their individual indicators when assessing the telephone service provision. With regard to the nature of the proposal, mathematical-statistical methods and secondary research were applied. Findings: – Although the decisive factor of assessment of the telephone service provision by the telecommunication company is the ability of such company to meet and satisfy requirements and needs of customers, indices of situation are indicators of criteria quality, price, availability and individual partial indices. On the grounds of achieved results, the discriminatory function is presented, i.e. the telephone service index, being most suitable for a quantitative assessment of the telephone service provision. Practical/implications: – The telephone service index can be applied in the area of regulation; it contributes to the support of effective economic competition to the development of domestic market and to support and taking into account interests of citizens. Social/implications: – The index represents a source of information for three subjects operating on the telephone service market (regulatory office, service provider and service user). It provides content, form and method for publishing of different information that provides the users with the access to complete comparable and user-friendly information. Originality/value: – It concerns the quantitative assessment of the telephone service provision by means of numerical indicators with differentiated weight. The proposed telephone service index represents a discriminatory function enabling the differentiation of telecommunication companies with regard to quality, price and availability of this service for customers.