Article ID Journal Published Year Pages File Type
6905069 Applied Soft Computing 2015 29 Pages PDF
Abstract

- 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.
Keywords
Related Topics
Physical Sciences and Engineering Computer Science Computer Science Applications
Preview
SICTQUAL: A fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective
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