telecommunication

Political instabilities, technology advancements, changing customer tastes, globalization, and cultural changes are among the factors constantly forcing telecommunication organizations to change. Thus, change is certain in telecommunication organizations nowadays. Managers in this departments realize the significance of change management in the change process. This is shown and published in numerous studies. However, there seems to be lack of managerial structures that help telecommunication companies implement effective change management practices. This paper presents a managerial framework for the implementation of change management in telecommunication departments. The framework is constructed using empirical findings from one case study of East Azerbaijan telecommunication companies. It consists of four main dimensions, namely change planning, change management, change reinforcement, and change feedback collection. The value of this framework is that it represents an initial attempt to explore factors of successful change management in telecommunication departments. The paper concludes with research and practice applications of the managerial framework.

This study focuses on the consumer experience of telecommunications service quality in Malaysia. Malaysia's penetration rate has gone over 100 percent, meaning that each person in Malaysia has at least one account registered with the telecommunications provider. Telecommunications industry competition is becoming fierce as there is a limited market available to share among the industry players. This study used a quantitative approach, using a questionnaire to collect data through random sampling. One hundred and fifty available respondents received, using SEM-PLS analysis. Results indicate that customers are more concerned with service quality and trust than brand image and price. Brand image and price did not impact consumer loyalty. One of the critical factors is that the facilities and packages provided are approximately the same price ranges for almost similar coverage areas. The service provider will use the outcome for their ongoing long-term plan.