Firstly, what is quality? Quality from a personal perspective is that target outcome which is attained from specified characteristics of that of a product or service, which is pleasing to the customer using the product or service. Quality, however, according to Lifetime-reliability (2016), “is the degree to which a commodity meets the requirements of the customer at the start of its life.” The quality of a telephone service is measured by three empowering factors they are; the key quality indicators, which includes the ratio of unsuccessful calls, the connection time, the time operators take to respond and the fact ...
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