Maha Syed Ibrahim
Center for Advance Studies in Engineering, Islamabad, Pakistan
Nuasheen Sadiq
Center for Advance Studies in Engineering, Islamabad, Pakistan
Ali Sajid
Center for Advance Studies in Engineering, Islamabad, Pakistan
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Published in: 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden
Linköping Electronic Conference Proceedings 33:78, p. 931-939
Published: 2008-12-09
ISBN:
ISSN: 1650-3686 (print), 1650-3740 (online)
The mobile telecom industry in Pakistan is blooming and has fierce competition between different cellular service provider companies. Only a company with its better Quality of Service (QoS) can survive. By quality of service; we mean how well a company has designed its processes to meet the customer requirements and satisfaction and which ethical practices are followed by the companies to enhance their customer base. The paper considers factors such as new connections & billing process; branding; marketing; policy on soliciting calls; hidden charges and value added services such as SMS; MMS; GPRS etc. to identify that how ethics are practiced in the mobile telecoms companies in Pakistan. As the value system of each society is different; so paper focus will be on value and ethics system that is being followed in a developing country like Pakistan. It will try to establish the link how ethics help the companies to improve their Quality of Service; hence increase their customer’s satisfaction.
Pakistan; Telecom; Quality of Service; QoS; Ethics; Customer Satisfaction; Cellular Company
