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Telesom Customer service IndexTelesom Customer service IndexTELESOM

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Outline

Motivation

Project Components

Designing Instruments

Data Collection

Data screening

Descriptive Statistics

MethodologyTelesom Model

Conclusion

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Motivation

Since Telesom is a telecommunications serviceprovider, it is necessary to:

Measure the quality of its services

Improve these services, andDevelop benchmark indicator.

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Project Components

The Project has two components

Employee Statistical Training

Developing a Customer Satisfaction

Index

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Developing a Customer Satisfaction Index

Background

Customer Satisfaction research goes backto 1970s

Research proposed the need to developmeasuring instruments

In 1989, Sweden build the SwedishCustomer Satisfaction Barometer (SCSB)

In 1994, American Customer SatisfactionIndex (ACSI)

European Customer Satisfaction index(ECSI) and

European Satisfaction Performance Index

(EPSI) followed.

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Developing a Customer Satisfaction Index

Designing Instruments

Convenience of Services

Service usefulness in terms of effectiveness

and helpfulness How difficult to get information

Was the information clear and understandable

How courteous were the personal

How professional and knowledgeable thepersonal

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Data Collection

Interviewers (4)

Original Sample size (318)

Number of Locations (Were chosen

Randomly)

Locations (89)

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Interviewers

Khadar

C/Naasir

Maxamed

Cabdiraxmaan

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Data Screening

based on Interviewer

Corrupted samples (14)

Final sample size (304)

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Interviewer Mistakees

C.Nasir C.Rahman Mohamed Khadar

38 33 17 3

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Descriptive Statistics

Based on indicators

Based Demography

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AGE

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EDUCATION LEVEL

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GENDER

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JOB

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PRIMARY SERVICE

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SERVICES RECEIVED

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Telesom Model

The CSI uses a multiequationeconometric model which identifies

Major Customer Segments

Their Causes and Effects, and Measures the Satisfaction.

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Comparison Between Telesom and 67 US companies

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Comparison Between Telesom and US WirelessTelephone Service

0 20 40 60 80 100

Verizon Wireless

All Others

T-Mobile

Wireless Telephone Service

AT&T Mobility

Sprint Nextel

TELESOM

US Wireless Telephone Service

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Comparison Between Telesom and European Mobileproviders

0 10 20 30 40 50 60 70 80 90 100

Estonia

Latvia

Lituania

Denmark

Finland

Norway

Czech Republic

Azerbaijan

Georgia

Kazakhstan

Sweden

Telesom

Europe Mobile Telecommunications Private market 2009Satisfaction