A knowledge-based exploratory framework to study quality of Italian mobile telecommunication services

A novel two-step knowledge-based exploratory framework is proposed in this paper for studying quality of Italian Mobile Telecommunication Services (MTSs). Particularly, the Delphi technique is initially considered to finalize an overall quality structure of MTSs features, indicators and drivers, herein described on the basis of a comprehensive review of the fundamental references for the field, and also to select the key elements with reference to the Italian context. At the second step, selected key elements are prioritized via the Analytic Hierarchical Process (AHP) method according to viewpoints of the fundamental stakeholders for the sector. Furthermore, possible uncertainty and ambigui…