Impact of Ethical practices on Quality of Services of bile Telecom Companies: Case Study of Pakistan

Maha Syed Ibrahim; Nuasheen Sadiq; Ali Sajid

Title:

Author:

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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Year:

2008

Conference:

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Issue:

033

Article no.:

078

Pages:

931-939

No. of pages:

Publication type:

Abstract

Published:

2008-12-09

Series:

LinkÃ¶ping Electronic Conference Proceedings

ISSN (print):

1650-3686

ISSN (online):

1650-3740

Publisher:

LinkÃ¶ping University Electronic Press; LinkÃ¶pings universitet

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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 customerâs satisfaction.

Keywords: Pakistan; Telecom; Quality of Service; QoS; Ethics; Customer Satisfaction; Cellular Company

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:

Maha Syed Ibrahim, Nuasheen Sadiq, Ali Sajid

Title:

Impact of Ethical practices on Quality of Services of bile Telecom Companies: Case Study of Pakistan

References:

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[2] Dawn News;

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[4] Joseph Toscano; Blending Ethics with Quality; Science Tech Entrepreneur; October 2007

[6]Pakistan Telecommunication Authority; Consultation paper on spam; unsolicited and obnoxious calls; www.pta.gov.pk

[8] Dr. Syed M. Ahmed; Quality Management & Ethics; College of Engineering & Computing; Florida International University; Miami; Florida

[9] Babar Bhatti; State of Telecom Industry in Pakistan; www.telecompk.net

[10] www.greentwhite.org

[11] Nayantara Padhi; The Eight Elements of TQM; www.isixsigma.com/library/content/c021230a.asp

[12] Indian Telecom Regulatory Authority policy

[13] Vivek Khattar; QoS and Customer Satisfaction: A Stud; PipelinePub.com; July; 2006; Volume 3; Issue 2

[14] Draft Telecom Consumers Protection Regulations; 2008

[15] Laura P. Hartman; Perspective in Business Ethics; McGraw Hill; 2002

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:

Maha Syed Ibrahim, Nuasheen Sadiq, Ali Sajid

Title:

Impact of Ethical practices on Quality of Services of bile Telecom Companies: Case Study of Pakistan

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