Abstract
Following deregulation of the mobile phones market and liberalization of the telecommunications sector, the service sector for mobile phones is becoming increasingly saturated. Telecom operators are confronted with a sluggish user growth rate and a fall in the average revenue per user (ARPU). Mobile value-added services are expected to form mobile operators' strategy to make up for the dwindling revenues obtained from users. The purpose of this study is to provide an analytical tool to select the best mobile value-added service firm providing the most customer satisfaction. This study adopts a fuzzy synthetic evaluation method, using an analytic hierarchy process (AHP) to evaluate the performance of mobile value-added services system operators. This method can help consumers select the appropriate firm from the other consumers' opinions, and can help telecom operators to understand the market status of mobile value-added services as well as the prevailing consumer patterns.
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