Prioritizing Capabilities of Blockchain Technology in Telecommunication for Promoting Customer Satisfaction

  • Fatemeh SaghafiEmail author
  • Maryam Pakyari
  • Masoud Rezaei
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 800)


Nowadays telecommunications industry is based on closed source software which prevents the developers to be innovative (which blocks the innovation of developers). Distributed and open sourced telecommunication systems coupled with blockchain technology may have the ability to prevent errors and provide integrated user experience. Failure to pay sufficient attention to privacy; a need for a third party to verify transactions; high costs of services and long transaction times has made current communication systems vulnerable and therefore reducing the satisfaction of customers. This situation forces businesses in the telecom industry to consider some technological measures. The aim of this research is prioritizing the capabilities of blockchain in telecommunication industry for promoting customer satisfaction. First the applications of this technology are introduced. Second, the criteria for telecommunication are extracted from literature and then 3 important criteria are selected in an expert panel with 6 experts. The target populations are the customers that receive the services of telecommunication industry businesses. In the next step, customer satisfactions of blockchain applications in the telecommunications industry are ranked by Analytic Hierarchy Process (AHP). The results show that data security and privacy are the top priorities for customers. The current research is conducted in a theoretical manner in Iran in 2018, so and the results of this research can be useful for the managers of telecommunication industry businesses.


Blockchain Data security Privacy Customer satisfaction Quality Analytic hierarchy process 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Fatemeh Saghafi
    • 1
    Email author
  • Maryam Pakyari
    • 2
  • Masoud Rezaei
    • 3
  1. 1.Faculty of Management, University of TehranTehranIran
  2. 2.Department of Industrial EngineeringPayame Noor UniversityTehranIran
  3. 3.Alborz Campus, Department of ManagementUniversity of TehranTehranIran

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