Communication Quality Of Service Research Articles

The Influence of Social Media Communication and Health Service Quality on Patient Behavioral Intention: The Mediating Role of Patient Satisfaction and Patient Commitment Moderated by Corporate Image at Tritya Eye Clinic Surabaya

Tritya Eye Clinic, a developing eye clinic, must know what affects patient satisfaction. To understand patient preferences, four factors are key. They are: service quality, the role of social media, commitment, and clinic image. The problem is that patient satisfaction is still low. The roles of social media, consumer commitment, and the Tritya Eye Clinic's image are not optimal. This study aimed to assess the effect of social media and health service quality on patients' behavioral intentions. We examined satisfaction and commitment as mediators, and the company's image as a moderator, at Tritya Eye Clinic in Surabaya. This study uses a quantitative method. It got primary data by distributing questionnaires. the study population was all patients who had been treated at Tritya Eye Clinic Surabaya. We used non-probability purposive sampling to select 100 respondents. The data analysis method used descriptive analysis and SEM-PLS analysis. The results showed that social media and health service quality both had a positive, significant effect on users' intentions. This was through consumer satisfaction and commitment. and company image affects the link between commitment and consumer intentions at Tritya Eye Clinic, Surabaya.

Enhancing Customer Retention Through Effective Communication and Staffing Strategies in Room Division Departments: Insights from the Hospitality Sector in Algarve

This study investigates the pivotal role of communication and staffing quality within Room Division departments in enhancing customer retention in the hospitality sector, with a focus on hotels in Algarve, Portugal. Room Division departments, comprising the Front Office, Housekeeping, and Maintenance, significantly influence guest satisfaction and loyalty. The research explores the interplay between communication practices, service quality, and operational efficiency, emphasizing how effective communication mitigates service inconsistencies and fosters superior guest experiences.Utilizing a mixed-methods approach, the study incorporates quantitative and qualitative analyses to evaluate communication channels and their functionality. Data were collected via structured questionnaires and interviews involving 1,355 Room Division staff members, achieving an 80% response rate. Quantitative findings highlight key metrics, including the impact of communication clarity, responsiveness, and personalization on customer satisfaction. Qualitative insights further reveal challenges and opportunities in interdepartmental collaboration.Demographic analysis underscores a workforce characterized by gender balance, a predominance of younger employees, and diverse marital and age profiles, influencing communication preferences and dynamics. The study identifies service recovery communication as a critical determinant of customer retention, demonstrating that effective resolution of service issues enhances guest loyalty.The findings contribute to the academic discourse on organizational communication and customer retention, offering actionable recommendations for improving communication frameworks in hospitality settings. These insights are particularly relevant for hotel managers seeking to optimize service delivery and achieve competitive advantage.

Optimized Dynamic Deployment of UAVs in Maritime Networks with Route Prediction

The limited coverage of terrestrial base stations and the limited transmission distance and onboard resources of satellite communications make it difficult to ensure the quality of communication services for marine users by relying only on satellites and terrestrial base stations. In contrast, UAVs, as flexible mobile communication nodes, have the capacity for dynamic deployment and real-time adjustment. They can effectively make up for the communication blind spots of traditional satellites and ground base stations in the marine environment, especially in the vast and unpredictable marine environment. Considering the mobility of maritime users, one can effectively reduce the communication delay and optimize the deployment scheme of UAVs by predicting their sailing trajectories in advance, thus enhancing the communication service quality. Therefore, this paper proposes a communication coverage model based on mobile user route prediction and a UAV dynamic deployment algorithm (RUDD). It aims to optimize the coverage efficiency of the maritime communication network, minimize the communication delay, and effectively reduce the energy consumption of UAVs. In this algorithm, the RUDD algorithm employs a modified Long Short-Term Memory (LSTM) network to predict the maritime user’s trajectory, utilizing its strengths in processing time-series data to provide accurate predictions. The prediction results are then used to guide the Proximal Policy Optimization (PPO) algorithm for the dynamic deployment of UAVs. The PPO algorithm can optimize the deployment strategy in dynamic environments, improve communication coverage, and reduce energy consumption. Simulation results show that the proposed algorithm can complement the existing satellite and terrestrial networks well in terms of coverage, with a communication coverage rate of more than 95%, which significantly improves the communication quality of marine users in areas far from land and beyond the reach of traditional networks, and enhances network reliability and user experience.

Improving Complaint Service Effectiveness with Web Mobile-Based Complaint Service Information System

UPT TIK's complaint service relies on manual methods such as physical mail and WhatsApp, resulting in challenges related to prioritization and limited technical personnel availability. To tackle these obstacles, the study advocates for the utilization of the Multi-Attribute Utility Theory as a decision-making approach. This method facilitates a thorough evaluation of various pertinent factors crucial in decision-making processes about complaint resolution. The development process of the complaint service information system adheres to the Prototype method. Initial phases entail extensive stakeholder engagement to gain profound insights into their needs and expectations regarding the new system. Subsequent meticulous planning aims to formulate effective implementation strategies. Following this, detailed system structure design is conducted to provide a comprehensive depiction of the system's architecture and functionality. Subsequently, prototype construction ensues, aimed at developing software aligned with the agreed-upon design. The final stage involves system delivery and feedback, where the developed system is disseminated for widespread implementation among end-users. User feedback serves as a valuable tool for making necessary improvements and adjustments. The implementation of this complaint service information system is anticipated to streamline the complaint resolution process, prioritize urgent complaints, and optimize the utilization of technical resources. This endeavor is poised to enhance the quality of information technology and communication services within the university setting, consequently yielding substantial benefits for the academic and administrative community as a whole. Additionally, the study also discusses practical implications and outlines directions for future research.

PENGARUH IKLAN/AKTIF SOSIAL MEDIA, WORD OF MOUTH, DAN PELAYANAN TERHADAP KEPUTUSAN MUZAKKI DALAM MEMBAYAR ZAKAT (STUDI KASUS LEMBAGA AMIL ZAKAT SAHABAT MUSTAHIQ KOTA KEDIRI)

The collection of zakat in Indonesia has significantly increased from 2020 to 2022, but it has not yet met the expected targets. This study identifies the factors influencing muzakki decisions in paying zakat at the Amil Zakat Institution (LAZ) Sahabat Mustahiq in Kediri City, namely advertising, social media activities, word of mouth, and service. This research uses a quantitative approach with explanatory research. Primary data was collected from 112 active muzakki respondents selected randomly and analyzed using multiple linear regression methods with the help of SPSS. The findings show that advertising, social media activities, word of mouth, and service significantly influence muzakki decisions in paying zakat. The conclusion of this study highlights the importance of communication strategies and service quality in maximizing zakat potential. The implication of this research is that increasing public awareness about zakat and its management can support government programs in reducing poverty. This study contributes to understanding muzakki behavior and can be used as a reference for LAZ in optimizing zakat collection through effective marketing strategies. Kata Kunci : Keputusan Muzakki; Zakat; Iklan; Media Sosial; Word of Mouth; Pelayanan

Investigating the Relationship Between Patient-Centered Communication and Quality of E-Consult in China: A Cross-Sectional Standardized Patient Study

ABSTRACT Patient-centered communication is widely acknowledged as an essential element of high-quality healthcare. Our study attempted to explore the weaknesses in the actual doctor-patient communication process and the most critical elements in patient-centered communication to improve the service quality of e-consult. We recruited ten standardized patients presenting fixed cases (urticaria and childhood diarrhea) for 321 valid interactions to measure patient-centered communication and e-consult service quality. The scores of patient-centered communication included exploring the patient’s disease experience, understanding the patient’s social situation, and reaching a consensus between doctors and patients. We measured the quality of e-consult services by the total words of doctor’s responses, accurate diagnosis, appropriate prescription, lifestyle modification advice, patient satisfaction, continuance intention, and cost. Ordinary least-squares and logistic regression were performed to investigate the association between patient-centered communication and e-consult service quality. The total mean score of patient-centered communication was 17.67. The mean words of responses and cost were 178.55 words and 39.46 yuan, respectively. 82.87% of doctors diagnosed accurately, with 21.81% prescribing appropriate prescriptions and 81.93% providing lifestyle modification advice. 254 interactions obtained high satisfaction, and 218 had continuance intention after the interactions. Doctors with higher patient-centered communication levels would provide more words of responses. They were more likely to provide accurate diagnoses, appropriate prescriptions, and lifestyle modification advice, resulting in better patient satisfaction, continuance intention, and higher costs. Therefore, it is necessary to standardize and improve the doctor-patient communication process of e-consult and develop training for different doctors.

Improved PHY-layer authentication utilizing multi-modal features for mmWave MIMO UAV-enabled systems

This paper exploits multi-modal Physical (PHY)-layer features in terms of artificial fingerprint, In-phase/Quadrature (IQ) imbalance and Angle of Arrival (AoA) to propose a novel PHY-layer authentication framework for a Millimeter Wave (mmWave) Multiple-Input Multiple-Output (MIMO) Unmanned Aerial Vehicle (UAV)-enabled communication system. First, we resort to the AoA-based spatial fingerprint to effectively address the challenge of channel fingerprint instability induced by high-speed UAV mobility. To further enhance the low discriminability of hardware fingerprints caused by refined manufacturing techniques, artificial Gaussian noise is injected into the transmission signals to assist the receiver in better distinguishing between legitimate and illegitimate UAVs. Then, we jointly combine with inherent IQ imbalance and AoA features to design a hybrid authentication scheme and thus construct a multi-dimensional fingerprint space for a comprehensive characterization of UAV identities. To theoretically evaluate the effectiveness of the proposed authentication framework, the analytical closed-form expressions of performance metrics like false alarm and detection probabilities are also exactly derived based on the statistical signal processing technology and composite hypothesis testing. Finally, we provide large simulation results to validate the correctness and feasibility of the proposed theoretical models, and also discuss the relation between system security and communication service quality under different artificial fingerprint level.

Impact of customer satisfaction on commercial banks in Nepal: Insights from a survey-based study

This study investigates how various service quality dimensions affect customer satisfaction in commercial banks across Nepal. The objective of this study is to examine the impact of key service quality dimensions (responsiveness, empathy, assurance, communication, and overall service quality) on customer satisfaction in commercial banks in Nepal. A survey-based quantitative approach was employed, collecting data from 399 customers in Nepal. The study utilizes multiple linear regression analysis and hypothesis testing to determine the relationship between these factors and customer satisfaction. The results indicate that communication, assurance, and service quality positively influence customer satisfaction, with a moderate mean score of 2.317949 out of 5 and moderate variability (SD = 0.479612). These three factors are key contributors, accounting for 41.5% of the variation in satisfaction, whereas empathy and responsiveness have weaker or insignificant impacts. The study concludes that enhancing communication and service quality is crucial for improving customer satisfaction, which is essential for sustainable growth in Nepal’s financial sector.

An efficient optimization approach with mobility management for enhanced QoS and secure communication in flying adhoc networks

In biomedical Applications, Network plays a vital role to transmit the health-related information from patient to doctors which helps to save the human lives. During the data transmission, there is the possibility of data loss, delayed delivery, malicious attack and that leads to huge loss in human lives. To overcome this issue, a new technique Smart & secure Flying Adhoc Networks (FANET) architecture was proposed for the Quality-of-Service (QoS) improvement in biomedical applications. This research work helps society to save human lives during any emergency. With the integration of optimization and clustering techniques, the design configuration of the proposed architecture includes mobility management and secure transmission. The first phase includes sensing the patient's information by using Arduino IDE hardware. The sensed data will be transmitted through different types of networks including mobile ad-hoc networks, vehicular ad-hoc networks and flying ad-hoc networks. The routing protocol concentrates on clustering formation, mobility management, secure transmission and optimization. When compared to other type of networks, the proposed Smart & secure Flying Adhoc Networks (FANET) improves the network performance. The quality-of-service was achieved using the parameters such as network throughput, latency, delivery rate, routing overhead and control overhead.

The Effect of Service Quality Dimensions, Perceived Value, Customer Satisfaction, and Brand Love toward Customer Retention on First Media’s Subscribers

In the dynamic telecommunications sector, customer retention is of paramount importance for companies like First Media in Indonesia, given the rapid technological advancements and increasing demand for high-quality services. This study explores the factors influencing customer retention, including service encounter communication, internet service quality, service convenience, perceived value, customer satisfaction, and brand love. Service encounter communication, service convenience, and internet service quality are examined in relation to their effect on perceived value, customer satisfaction, and customer retention. A comprehensive survey was conducted using Google Forms, with 49 indicators distributed across these variables, and data analysis was performed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results indicate that service encounter communication has a positive and significant effect on perceived value, customer satisfaction, and customer retention. Service convenience positively affects customer satisfaction but does not affect perceived value or customer retention. Internet service quality has a positive influence on perceived value. Perceived value enhances customer satisfaction, leading to improved customer retention and brand love, which in turn positively influences customer retention. This study provides valuable insights for First Media to enhance customer retention and satisfaction. However, it has limitations in terms of variable selection and testing, suggesting opportunities for future research to explore additional factors contributing to customer retention and brand management.

Vertical Switching Algorithm for Unmanned Aerial Vehicle in Power Grid Heterogeneous Communication Networks

The rapid development of wireless network technology has led to the coexistence of various heterogeneous wireless networks (HWNs). To ensure that users enjoy normal and diversified services, research on vertical switching technology has become an inevitable trend. However, most current vertical switching algorithms only consider static situations or single services, which are not suitable for power grid scenarios. This paper studies the vertical switching problem of wireless heterogeneous networks for unmanned aerial vehicles (UAVs) performing inspection tasks in power grid scenarios. In this model, a UAV for power grid inspection needs to plan its flight trajectory, avoid obstacles, and find the optimal trajectory to reach each inspection point. Throughout the UAV inspection process, we must ensure the quality of communication services for the UAV. The UAV dynamically selects different networks for access at different locations, presenting a dynamic network selection and vertical switching problem. This paper proposes a method that combines trajectory planning and network selection, which first utilizes the A-star algorithm to obtain suitable trajectories, and then evaluates and judges networks based on the Fuzzy Analytic Hierarchy Process (FAHP) to determine the most appropriate network. It is worth noting that this paper considers three service requirements and seven network attributes under three types of heterogeneous wireless networks. Numerical results show that this method can better meet the requirements of UAV inspection tasks and reduce the number of switches, thus addressing the issue of terminal vertical switches in power grid scenarios.

Phase response constrained symbol‐level waveform design for dual‐functional radar‐communication systems

AbstractIn this letter, a novel algorithm is proposed to design symbol‐level waveform for dual‐functional radar‐communication (DFRC) systems with low range sidelobe. Different from current schemes design waveform at the block level, a phase response constraint is introduced at the symbol level to provide an additional degree of freedom to decrease the range sidelobe in the pulse compression procedure, which is highly desired in radar systems. In particular, the phase response at the target direction is constrained to be similar to the given reference phase, and the matching error between the designed beampattern and the desired one is minimized subject to the constant modulus constraint. Furthermore, to guarantee the quality of service for communication, constructive interference is exploited at the symbol level for each communication user. An alternating direction method of multipliers algorithm is also proposed to solve the resulting nonconvex optimization problem with tractable subproblems solved sufficiently by the manifold optimization and standard quadratic problem. Numerical simulation results demonstrate the performance of the proposed method.

A Graph Reinforcement Learning-Based Handover Strategy for Low Earth Orbit Satellites under Power Grid Scenarios

Amidst the escalating need for stable power supplies and high-quality communication services in remote regions globally, due to challenges associated with deploying a conventional power communication infrastructure and its susceptibility to natural disasters, LEO satellite networks present a promising solution for broad geographical coverage and the provision of stable and high-speed communication services in remote regions. Given the necessity for frequent handovers to maintain service continuity, due to the high mobility of LEO satellites, a primary technical challenge confronting LEO satellite networks lies in efficiently managing the handover process between satellites, to guarantee the continuity and quality of communication services, particularly for power services. Thus, there is a critical need to explore satellite handover optimization algorithms. This paper presents a handover optimization scheme that integrates deep reinforcement learning (DRL) and graph neural networks (GNN) to dynamically optimize the satellite handover process and adapt to the time-varying satellite network environment. DRL models can effectively detect changes in the topology of satellite handover graphs across different time periods by leveraging the powerful representational capabilities of GNNs to make optimal handover decisions. Simulation experiments confirm that the handover strategy based on the fusion of message-passing neural network and deep Q-network algorithm (MPNN-DQN) outperforms traditional handover mechanisms and DRL-based strategies in reducing handover frequency, lowering communication latency, and achieving network load balancing. Integrating DRL and GNN into the satellite handover mechanism enhances the communication continuity and reliability of power systems in remote areas, while also offering a new direction for the design and optimization of future power system communication networks. This research contributes to the advancement of sophisticated satellite communication architectures that facilitate high-speed and reliable internet access in remote regions worldwide.

Research on multi-layer network topology optimization strategy for railway internet of things based on game theory benefits

In the railway system environment, the interconnection of a vast array of intelligent sensing devices has brought about revolutionary changes in the management and monitoring of railway transportation. However, this also poses challenges to the communication service quality within the railway Internet of Things (IoT). Through collective intelligence and collaboration, the nodes within the railway IoT can not only share data and information but also work synergistically to enhance the overall intelligence level and improve decision-making quality of the network. Therefore, this paper proposes a reconnection mechanism based on the computation of node game-theoretic benefits and optimizes this process with the concept of swarm intelligence collaboration. Initially, the game-theoretic benefit values of the nodes in the railway IoT network are calculated. Subsequently, based on the weight priority of the edges, the two edges with the larger weights are selected, and connections are established between nodes with similar game-theoretic benefit values to enhance the network’s robustness. This approach enables rapid networking and efficient communication transmission within the railway IoT, providing robust assurance for the safe and stable operation of the railway.

Transforming the Judiciary: Unveiling the Influence of Interpersonal Communication on Indonesia's Court System

Public service in government institutions, particularly in one of court in Indonesia, has become the primary focus in addressing negative stigma and public complaints related to service performance and efficiency. During the pandemic, technology integration emerged as a solution, with the execution of the comprehensive One-Stop Integrated Service Program (PTSP) and drive-thru services at one of the courts in Indonesia. This research aims to measure the influence of interpersonal communication between officers and lawyers on service quality in PTSP and drive-thru services, as well as to identify the role of technology in these processes. The research methodology employs multiple regression analysis to comprehend the cause-and-effect relationship between interpersonal communication variables and service quality. Focusing on openness, empathy, supportive attitude, positive attitude, and equality, this study also considers the impact of organizational culture and the role of lawyers as key stakeholders. The expected results aim to provide recommendations for enhancing public services at one of the courts in Indonesia, including technology development, staff training, and organizational culture changes. The research hypothesis states that interpersonal communication significantly influences service quality at the court. The findings of this research are intended to contribute to a deeper understanding of the dynamics of public service in government institutions.

Joint user association, service caching, and task offloading in multi-tier communication/multi-tier edge computing heterogeneous networks

Due to the wide range of intensive computational applications and ubiquitous connectivity of the Internet of Things (IoT) paradigms, it has become crucial to develop a new platform that can achieve low delay, high network throughput, and enhanced quality of service (QoS). This paper proposes a joint user association, service caching, and task offloading strategy to reduce delay and enhance users’ QoS in multi-tier communication and multi-tier edge computing heterogeneous networks (HetNets). The considered system model consists of multi-users with different tasks and service data sizes communicating in a heterogeneous network of one massive multiple-input multiple-output (M-MIMO) macro base station and some small base stations. The proposed work investigates user association, power allocation, optimum service data caching, and task offloading strategies at the computing network edges. Thereby, the objectives of this work are to propose an efficient framework to reduce the system delay, increase the network throughput, and meet the user requirements in multi-tier communication and multi-tier edge computing heterogeneous networks. The simulation results show that the proposed algorithm outperforms the state-of-the-art with a 49.48% decrease in system delay, 80% reduction in cost and hardware complexity in terms of the reduced number of installed antennas, and 48.58% enhancement in the network throughput.

Robust Beamforming for Downlink Multi-Cell Systems: A Bilevel Optimization Perspective

Utilization of inter-base station cooperation for information processing has shown great potential in enhancing the overall quality of communication services (QoS) in wireless communication networks. Nevertheless, such cooperations require the knowledge of channel state information (CSI) at base stations (BSs), which is assumed to be perfectly known. However, CSI errors are inevitable in practice which necessitates beamforming technique that can achieve robust performance in the presence of channel estimation errors. Existing approaches relax the robust beamforming design problems into semidefinite programming (SDP), which can only achieve a solution that is far from being optimal. To this end, this paper views robust beamforming design problems from a bilevel optimization perspective. In particular, we focus on maximizing the worst-case weighted sum-rate (WSR) in the downlink multi-cell multi-user multiple-input single-output (MISO) system considering bounded CSI errors. We first reformulate this problem into a bilevel optimization problem and then develop an efficient algorithm based on the cutting plane method. A distributed optimization algorithm has also been developed to facilitate the parallel processing in practical settings. Numerical results are provided to confirm the effectiveness of the proposed algorithm in terms of performance and complexity, particularly in the presence of CSI uncertainties.

Speech Inpainting Based on Multi-Layer Long Short-Term Memory Networks

Audio inpainting plays an important role in addressing incomplete, damaged, or missing audio signals, contributing to improved quality of service and overall user experience in multimedia communications over the Internet and mobile networks. This paper presents an innovative solution for speech inpainting using Long Short-Term Memory (LSTM) networks, i.e., a restoring task where the missing parts of speech signals are recovered from the previous information in the time domain. The lost or corrupted speech signals are also referred to as gaps. We regard the speech inpainting task as a time-series prediction problem in this research work. To address this problem, we designed multi-layer LSTM networks and trained them on different speech datasets. Our study aims to investigate the inpainting performance of the proposed models on different datasets and with varying LSTM layers and explore the effect of multi-layer LSTM networks on the prediction of speech samples in terms of perceived audio quality. The inpainted speech quality is evaluated through the Mean Opinion Score (MOS) and a frequency analysis of the spectrogram. Our proposed multi-layer LSTM models are able to restore up to 1 s of gaps with high perceptual audio quality using the features captured from the time domain only. Specifically, for gap lengths under 500 ms, the MOS can reach up to 3~4, and for gap lengths ranging between 500 ms and 1 s, the MOS can reach up to 2~3. In the time domain, the proposed models can proficiently restore the envelope and trend of lost speech signals. In the frequency domain, the proposed models can restore spectrogram blocks with higher similarity to the original signals at frequencies less than 2.0 kHz and comparatively lower similarity at frequencies in the range of 2.0 kHz~8.0 kHz.

Unleashing Excellence: Integrated Facility Management, Organizational Communication, and Education Service Quality

The study aims to examine the influence of facility management and organizational communication on the quality of educational services using a quantitative research method with a survey approach. The sample size consists of 35 respondents. Data collection was conducted through questionnaires, and multiple regression analysis was employed for data analysis. The results indicate a significant positive effect of facility management on the quality of educational services (T-statistic = 2.779, p < 0.05). Similarly, organizational communication was found to have a significant positive impact on service quality (T-statistic = 3.582, p < 0.05). Furthermore, the combined effect of facility management and organizational communication on the quality of educational services was found to be significant (F-value = 8.850, p < 0.05). These findings highlight the importance of facilities and infrastructure in delivering quality services and emphasize the crucial role of effective communication in service implementation. The study suggests that institutional managers should prioritize the enhancement of facilities and infrastructure as a policy priority and consider effective communication skills as a prerequisite for recruiting professional educators.

Method of operating assessment of the state of network elements to ensure the quality of services in corporate high­speed multiservice communication networks

The article proposes intelligent methods and algorithms for operational assessment of the state of network elements to ensure indicators of the quality of communication services in corporate multi-service communication networks that function in a mode close to real time. A feature of corporate multi-service networks is the high dynamics of changes in their state. And the task of the automated network management system is to ensure the given quality of communication services. Thus, the relevance of this study is determined by the need to implement network management processes in a mode close to real time, with a given quality. The basis of the method of operational assessment of the state of network elements is the concept of using intelligent agents. In the proposed approach, intelligent agents are created as hierarchical fuzzy situational networks, in which management decisions, in contrast to known methods based on the application of reference situations, are produced on the basis of solving a hierarchical system of optimization tasks based on fuzzy mathematical programming methods. The main paradigm of their functioning is «situation – action». This makes it possible to significantly reduce the dimension of the task to be solved and obtain Pareto-optimal solutions for managing the quality of communication services. The intelligent agent of management solutions can be implemented automatically, provided that the network administrator delegates such capabilities to it. The method of estimating traffic parameters is based on the concept of conditional nonlinear Pareto-optimal filtering. Its essence is to apply a two-stage procedure; at the first stage, a forecast of the values of parameter estimates is made, but in the second, with the receipt of the following observations, their values are adjusted. The average relative error of traffic parameter estimation does not exceed 10%, which is sufficiently operational for managing the quality of communication services.