RESEARCH OF BEHAVIOR OF CONSUMERS IS DEPENDING ON LEVEL OF QUALITY OF TELECOMMUNICATION SERVICES
Abstract
Purpose – research of behavior of consumers is depending on the level of quality of telecommunication services. Methodology of research. In the article we chose methodology of expert estimation for research of behavior of consumers. Also used a statistical method for the analysis of the operators of connection given about profits from services and for the evaluation of dynamics of telecommunication market development. For creation of model of reaction of consumers on the level of quality of services of connection we applied a design method. Findings. A consumer will use services only that operator that in full satisfies his necessities. Already at partial satisfaction an user begins to search the alternative operator of connection, in it a large competition resulted at the market. Consumers have possibility to elect the ideal operator of connection, which is why it is very important to use the model of research of behavior of consumers and in time to react on the changes of level of quality of telecommunication services. The presented model of behavior of consumers showed that users continued to use services of that operator, what fully satisfies their necessities. Originality. The renewed model of behavior of consumers was offered on the level of quality of telecommunication services and service. When the level of quality of services of connection changes, then there is a greater amount of possible actions of consumers in this model. Every reaction of consumer was analyzed, the alternative variants of receipt of services of connection were investigational. Practical value. We offered the model of behavior of consumers, which has matters very much for work of operators of connection and has all information of corresponding level of quality of services of connection. A model represents intercommunication between users and quality of services.
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