Assessing telecommunications services based on standards ISO 10001 and ISO 10002

Abstract

This work suggests a strategy for quality evaluation of the customers' service in the telecommunications sector. The strategy comprises a model and methods for evaluation. Two main determinants of the quality of service are measured: service ethics and handling of complaints. The evaluation is performed by two complex indicators: for service ethics; for involvement in the process of handling complaints. The two complex indicators are formed on the basis of hierarchic structure of weighted primary measures. The selection of primary indicators is made in accordance with the logic of ISO 10001 and ISO 10002 standards. The paper is a result of scientific project, researching the activity of leading telecommunication operators in Bulgaria.