Quality of service in telecommunications - the customer's perspective

Abstract

In today's competitive telecommunications environment, customer satisfaction is key to gaining market share. Improving service quality results in improved customer satisfaction. A telecommunications service provider's survival depends on its ability to prepare for changes in customer needs, as well as changes in regulation and technology. But the increasing expectations of customers and the introduction of many new services and technologies is making it difficult to comprehend and meet customer requirements. Therefore, while the quality of service (QoS) required by the customer is the vital input to both the service provider and the regulator, the QoS achieved and that perceived are equally important. In this paper, we highlight standard procedures for determining quality of service. Then, we present typical results for the UK and Singapore, as well as customer survey results for Botswana