SICTQUAL: A fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective

- Measuring the quality of service in the ICT sector from a user perspective is pivotal.
- A two-dimensional model to do that is proposed.
- The two dimensions are ICT segments and SERVQUAL items.
- The model is validated by applying it to a real case study in Ecuador's ICT sector.
- The main advantages of applying this model are presented.