ANALIZA KVALITETA TELEKOMUNIKACIONIH USLUGA U BOSNI I HERCEGOVINI/ QUALITY ANALYSIS OF TELECOMMUNICATION SERVICES IN BOSNIA AND HERZEGOVINA

Abstract

The need for better quality within individual organizations has led to the establishment of certain norms should be directed to any organization on the right track. It is noteworthy that are necessary to restore order in the world of business organizations and large companies in order to provide customers better service and standards. This is because customer satisfaction is the most important special service other elements of any organization that deals with issues in which they work with customers or users of their services. Customer satisfaction can be defined as the perception of the consumer degree of fulfillment of his expectations. New experiences and requirements are directed towards the quality of the system that must be developed so that the safety of goods and services include all functions and all employees in the company. Quality assurance must be achieved through preventive connecting suppliers and manufacturers of products and services. Today's buyer looking for quality products, but also expect that the manufacturer has developed a quality system continuously provides all its higher level. The paper presents the basic indicators of the quality management of telecommunication services, services provided by telecom operators in Bosnia and Herzegovina, as well as the conclusions that we made at the end of the research we conducted among the residents of Bosnia and Herzegovina