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GOST R 55388-2012 System of national standards in the field of quality of a telecommunication service Evaluation of the quality of communication services on the basis of consumer v.pdf

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1、 55388 2012 2014 55388 2012 II 1 2 , 3 27 2012 . 2092- 4 1.02012 ( 8). ( 1 ) , . () . , (gost.ru) , 2014 , 55388 2012 1 . System of national standards in the field of quality of a telecommunication service. Evaluation of the quality of communication services on the basis of consumer views 20140101 1

2、 , , . , , , . 2 : 53724 - 2009 . 53731 - 2009 . , 1 , , , . , , (). , , , , , . , , , , . 3 53731 - 2009 . , : 3.1 (poll): , , . 3.2 (respondent): , . 3.3 (questionnaire): , . 3.4 (questioning): c , . 3.5 (user satisfaction): . 3.6 (interested party): , . 55388 2012 2 , . 4 4.1 4.1.1 . 4.1.2 , , .

3、4.1.3 , , () . 4.1.4 , , , 1,2. 4.1.5 , ( ), , - ( ). 4.1.6 . 4.1.7 , : , , -. 4.1.8 , : , , , , , , , , ., . 4.1.9 , , : - ; - ; - ; - . 4.1.10 . 4.2 4.2.1 . 4.2.2 : - ; - , ; - , ; - , ; - . 4.2.3 , : - (, ); - ( , , .); - (, ); - (, ); - , (, ); 55388 2012 3 - ( , ); - ( (), ). : - , ; - ; - ; -

4、e-mail; - ; - web- . 4.2.4 , , (/ ) . 4.2.5 : - ( 20) ; ; - : (, , , ), , ; - 3, 3 5% P=0,954; - ( 200) ( 15-20%), : 10-15% ; - ; - . . . , . 4.2.6 ( ) : - , , ; ; - , ; - / 4- : - 5 , - 4 , - 3 , - 2 . 4.3 4.3.1 . , , . 55388 2012 4 4.3.2 () (, .). 4.3.3 , , : - / X; - , / P. , () 4 5. 4.3.4 , , , : XXX , (1) PPP , (2) PX, - , PX , - . 4.3.5 : , . 4.3.6 : - , ; - ; - ; - , ; - ,

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