Influence of Quality of Services on Increasing Business Competitiveness
We consider a currently relevant problem of providing information and communication services on the basis of the convergence of information and telecommunication technology (internet, data transfer, mobile communication) that requires an innovation approach to assess their characteristics. It was revealed during the research that informational and communication services do not possess all the characteristics typical for conventional services, moreover they have their own peculiar features. It results in considerable differences in assessing the quality of conventional and information and communication services. By using comparative analysis we determine the importance of various quality indices for ensuring the competitiveness of business. We come to a conclusion that in the transition from conventional to information and communication services the role of quality indices in ensuring competitive advantages of a telecommunications agency is growing.