Title: Analysis of telecom service quality factors with analytic hierarchy process and fuzzy extent analysis: a case of public sector unit

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 introduction of foreign direct investments (FDI) in the Indian telecom sector has resulted in increased competition among the telecom service providers. Accordingly, the service providers have changed their attention from profit earning to customer satisfaction. Instead of getting new customers, the service providers have become interested in retaining their existing customers. They have realised that satisfied customers improved an organisation's image in the market. Thus, the main research objective of the study is to discuss the service quality of a public sector unit (PSU) having important service attributes. This study was conducted in three stages. In the first stage, the important telecom dimensions were identified. In the second stage, these attributes were prioritised using experts' choice and fuzzy extent analysis. In the third stage, the model was tested on the PSU customers using factor analysis and regression. The results showed that grievance handling was given the highest priority compared to the other quality attributes. This research is useful for telecom service providers, especially those who focused on service quality. To the best of our knowledge, the quality of mobile, wireline and broadband services has been rarely investigated using analytic hierarchy process (AHP) and fuzzy extent analysis.

Keywords: telecom service quality; analytical hierarchy process; AHP; fuzzy extent analysis; telecoms; telecommunications; case study; public sector units; foreign direct investments; FDI; customer satisfaction; customer retention; grievance handling; grievances; mobile services; wireline services; broadband services.

DOI: 10.1504/IJBSR.2016.075750

International Journal of Business and Systems Research, 2016 Vol.10 No.2/3/4, pp.162 - 185

Accepted: 14 Oct 2015
Published online: 25 Mar 2016 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article