Title: Evaluation and precedence of factors affects telecom service quality by AHP and fuzzy analysis

Authors: Amit Chaudhary; Indu Uprety

Addresses: School of Management, Gautam Buddha University, Greater Noida, Uttar Pradesh, India ' School of Management, Gautam Buddha University, Greater Noida, Uttar Pradesh, India

Abstract: The growth of technology has caused to raise the demand of quality telecom services as a significant factor. Evaluation of telecom service quality has become a tactical issue; one that is critical to improve the quality level. This study identifies the significant factors that impacts on the success of telecom service in the Indian telecom market. Two questionnaires were used to identify these factors. One of questionnaire was based on analytical hierarchical process (AHP) methodology. These factors were discovered with the help of literature survey and then AHP method with fuzzy was applied for prioritising. Our research provides the direction to the managers who are involved in telecom operation, how can they judge their telecom service quality and improvement thereof to retain their prospective customers. Our proposed model provides implications for future research on telecom service quality.

Keywords: service quality evaluation; analytical hierarchical process; fuzzy AHP; FAHP; fuzzy logic; India; telecommunications market; telecom services.

DOI: 10.1504/IJAOM.2015.068298

International Journal of Advanced Operations Management, 2015 Vol.7 No.1, pp.22 - 40

Received: 20 Nov 2013
Accepted: 27 May 2014
Published online: 29 Mar 2015 *

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