Quality of fixed telecommunication operators in Serbia

Abstract

Successful business organizations engaged in fixed telephony (altogether with their financial and sales policies) should have a priority of positioning themselves as a modern operator that would provide the highest level of quality, the highest level of service, as well as offer a competitive price. The aim of this paper is to point out the positive or negative consequences that may arise in organizations of fixed telecommunication operators (Telecom, SBB, ORION) or between organizations and their clients, which are conditioned by the quality and cost of providing services to current and future customers. In the empirical part of the paper, the method of interviewing through questionnaires (sample of 150 respondents) will be used. The collected data will be analyzed and presented in tables, graphs and numerical indicators. The focus of the paper is to show the impact of the price to the end user of services. In other words, the necessity of combining quality, costs, benefits, packages, customer care. The results of this research will show that the quality of the service, or the height of the price represent important factors governing the end-users of services received from organizations of fixed telephony in Serbia. It is also a crucial factor of further development and growth, as well as for a large number of users of fixed telephony services.