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Issue 3, 2011

Gladkova M. A., Zenkevich N. A., Sorokina A. A. Method of Integrated Service Quality Evaluation and Choice and Its Realization on the Market of Mobile Operations of Saint-Petersburg.

The main goals of the research are to improve and test the method of quality choice under competition, which will help companies to improve its economic performance. The main objectives are the evaluation and comparative analysis of current and optimal integrated service quality levels of all mobile services companies operating in St. Petersburg. As a result the complex approach of integrated quality evaluation and management was developed which helps to evaluate the current integrated quality levels of services based on the consumers’ perception and calculate the optimal one using the game-theoretical models. The results show that all companies should change their strategy to meet the optimal integrated quality level and therefore boost their profitability. Moreover, the current research offers the possible strategy for further development of companies. Keywords: Integrated Service Quality, Integrated Quality Evaluation, Integrated Quality Measurement, Exponential Distribution of Consumer’s Taste to Quality, Quality Choice, Multi-Stage Game, Nash-Equilibrium, Stackelberg Equilibrium, Optimal Quality Differentiation, Composite Index of Consumers Satisfaction, Mobile Service Operators, Mobile Service Market.

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