A knowledge-based exploratory framework to study quality of Italian mobile telecommunication services

Toni Lupo () and Seyyed Ali Delbari ()
Additional contact information
Toni Lupo: Università degli Studi di Palermo
Seyyed Ali Delbari: Neyshabur Branch, Islamic Azad University

Telecommunication Systems: Modelling, Analysis, Design and Management, 2018, vol. 68, issue 1, No 10, 129-144

Abstract: Abstract A novel two-step knowledge-based exploratory framework is proposed in this paper for studying quality of Italian mobile telecommunication services (MTSs). Particularly, the Delphi technique is initially considered to finalize an overall quality structure of MTSs features, indicators and drivers, herein described on the basis of a comprehensive review of the fundamental references for the field, and also to select the key elements with reference to the Italian context. At the second step, selected key elements are prioritized via the analytic hierarchical process method according to viewpoints of the fundamental stakeholders for the sector. Furthermore, possible uncertainty and ambiguity of involved experts at this step of the study are addressed via a linguistic comparison scale represented by fuzzy numbers. Results of the first step revealed that the quality structure of Italian MTSs includes 15 key indicators with reference to four key MTSs quality features and seven key drivers. On the other hand, results of the second step pointed out that tangible aspects represents the fundamental key MTSs quality feature, whereas network population coverage, price of data services, and internet network performance represent the crucial key indicators. In addition, technological resources and technological innovation as well as informational resources constitute the most important key quality drivers of Italian MTSs. Obtained results may be of interest for MTSs managers and decision makers as well researchers of the field offering important suggestions as to how to evaluate and improve quality of MTSs.

Keywords: Mobile telecommunication services quality; Quality indicators; Quality drivers; AHP; Fuzzy sets theory (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s11235-017-0380-6 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:telsys:v:68:y:2018:i:1:d:10.1007_s11235-017-0380-6

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/11235

DOI: 10.1007/s11235-017-0380-6

Access Statistics for this article

Telecommunication Systems: Modelling, Analysis, Design and Management is currently edited by Muhammad Khan

More articles in Telecommunication Systems: Modelling, Analysis, Design and Management from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().