Customer's perception of quality, expressed by opinion ratings, may be used for effective management of quality by the service providers. In the future more use could be made of customer perception surveys as part of the decision-making processes within a service provider's organisation. More work is also likely to be carried out in under standing the relationships between customer perceptions, expected quality, delivered quality, competition, technology, advertising, customer requirements and other variables. Improvements identified from perception survey ratings could be incorporated into the customers' requirements capture process for inclusion in the next round of the management activities of the quality cycle, thus completing the quality cycle.

Inspec keywords: quality management; telecommunication network management; quality of service; decision making

Other keywords: quality cycle; customer requirement capture process; service provider organisation; quality management; decision-making processes; customer perception surveys; service providers; quality of service

Subjects: Network management