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The telecommunication market is characterized by continuous growth in the last fifteen years, especially in the field of mobile telephony and internet communications. The aim of this paper is to examine the level of users’ satisfaction regarding the quality of services that is offered by mobile operators in the Montenegrin market of mobile communications, as well as to provide guidance to mobile operators in which direction should the improving of the quality of services go. The proposed process, research methodology and research results may be important for mobile operators, who operate not only on the Montenegrin market. Research has shown that users of mobile communications have clearly defined views regarding the quality of the service that is being provided. On the basis of the research, it can be concluded that if mobile operators understand market demands and requests, transform their knowledge into appropriate service as well as deliver the service with the least possible difference between the delivered and what was promised to customers, the positive effects of service quality management will be multiple. |
