Abstract
The article presents data from a study of the market of cellular communication of the Samara region and assess the quality of customer service by mobile operators for the period 2010-2012. Providing quality customer service is one of the major factors of competitiveness, enterprise services rendered. In a market economy, the problem of quality of service is the most important factor in improving the standard of living, economic, social and environmental security. The main problem in providing quality customer service system is that the formal criteria and evaluation methods used in the production sphere, do not apply to service businesses due to immateriality as a process of production and sales of services, and the service itself. The findings of the study conclusions and generalizations can be used in practice management companies providing public services provider. DOI: http://dx.doi.org/10.12731/2218-7405-2013-9-85
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