EVALUATION OF QUALITY OF SERVICES AND SERVICE OF MOBILE COMMUNICATION IN CONDITIONS OF ECONOMIC DIGITALIZATION

Abstract

The article states problems encountered in assessing the quality of services during the formation of the digital economy and society. These problems include the need to transform approaches for assessing the quality of services by taking into account new techno-economic trends and the needs of consumers, the permanent appearance of new services and the need to assess the quality of service. The analysis of the state of development of the market of communication services and informatization is carried out. Structuring the services market and mobile communication have shown that trends in demand decline due to increased demand for Internet access services, however, remain prevalent over other types of communications by income and number of subscribers. The basic criteria of quality evaluation system services include network availability and suitability, availability, adequacy and continuity of services. The main shortcomings of the existing criteria are in terms of operator interaction with consumers, including the lack of accounting requirements and expectations. The transition from quality assurance system to quality management system with customer orientation and quality of service is proposed. To identify the gap between the expected and real level of service quality and mobile service, a consumer survey was conducted that identified the main gaps: lack of understanding by the operator of customer expectations, inaccessibility of information to customers about quality standards, lack of confidence in the proper service, inconsistency of the declared quality of service the actual level, lack of dialogue with consumers, etc. Proposed quality indicators that most closely reflect the requirements of consumers regarding the quality of services and services in the development of digital telecommunication services, namely materiality, reliability, responsiveness, reliability, image, user-friendliness of the interface, correctness of financial relations, digitalization.