Article | 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden | Impact of Ethical practices on Quality of Services of bile Telecom Companies: Case Study of Pakistan

Title:
Impact of Ethical practices on Quality of Services of bile Telecom Companies: Case Study of Pakistan
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
No. of pages:
9
Publication type:
Abstract
Published:
2008-12-09
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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 customer’s 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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[12] Indian Telecom Regulatory Authority policy


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[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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