Studying Consumer Attitude towards Creating an Automated Communication System in Services Market

Abstract

The article contains the results of consumer attitude study towards the automation of communication in the telecommunication services market. Four options of interaction between a consumer and a company are identified. Based on the study outcomes, the zero hypothesis that consumers are not satisfied with the introduction of answering machines has been formed and confirmed. The percentage of successful solution of the consumer’s problem by currently existing communication system is determined. The readiness of the target market to communicate its proposals to the company is highlighted, and suitable channels of interaction are identified. The study results can be used by Russian telecommunication companies.