Performance Evaluation of Operators in the Telecommunication Industry

Abstract

One of the pioneer technological developments for society is telecommunication. Thus, related industry is proliferating worldwide, and this acceleration forces companies to constantly increase their service quality and product variety to attract new customers. Especially in regions with high growth, losing customers to competitors (s) causes considerable costs in the long run. Therefore, companies should constantly test their products and increase service quality to continue customer loyalty and help society communicate better. This study considers almost all scenarios a customer can encounter, from the first step of being a customer to canceling the contract. Three telecommunication service operators in Turkiye are reviewed based on 15 criteria. First, the “hesitant fuzzy Analytic Hierarchy Process” (HF-AHP) is employed to compute the importance weights of criteria. Then, the telecommunication companies are assessed via hesitant fuzzy “VIsekriterijumska optimizacija i KOmpromisno Resenje” (HF-VIKOR), considering these criteria’s weights. HF-TOPSIS is also applied as a comparative analysis to validate the study’s outcomes. Results provide valuable outcomes and policies for the decision-makers in the telecommunication industry. © The Author(s) 2025.