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Service Quality Assessment for Telecom Company

Student: Istomina Iana

Supervisor: Ekaterina Pavlovna Zagorodnova

Faculty: Faculty of Economics, Management, and Business Informatics

Educational Programme: Management (Bachelor)

Year of Graduation: 2018

The project considers issues related to quality assessment of telecommunication services of “ER-Telecom” company. The relevance of the paper is that at the time of rapid development in telecommunication sphere many issues are caused by its quality. In order to assess the service quality of the Perm telecommunication company, the author's system of indicators for assessing the quality of telecommunication services will be used. This system includes the use of different methods such as secondary data analysis and customer survey, the method of in-depth interview will also be used. The obtained results will serve as a basis for the development of recommendations to improve the quality of services. Their implementation will allow the company to strengthen and expand its position in the Perm market of telecommunications services, as well as to increase customers’ loyalty.

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