BSI Luxembourg ASBL
Château de Wiltz
Coovi Hervé GUEDEGBE
Hervé Coovi GUEDEGBE has been the Executive Secretary of Benin Regulatory Authority of Electronic Communications (ARCEP) since 2014, after its incorporation into regulation in 2007.
Specialized in telecommunication regulation at TELECOM ParisTech, he holds an MBAIP from Paris Dauphine University, a Master's degree in Prospective, Innovation, Strategy and Organization from CNAM (Paris), and a degree in Finance and Management Control from UAC (Benin), after obtaining a master's degrees in economics and in Business Law and Judicial Careers from the National University of Benin.
Former Chairman of the Board of the telecom operator LIBERCOM SA, he was consultant coach (FGB) to the National Project for the National Community-Driven Development Support (PNDCC) of the World Bank in Benin.
Under the direction of Professor Jean-Pierre HELFER, in September 2017, he defended a thesis on the impact that compensation has on trust and on the perceived quality of complaint management systems.
Régulation des communications électroniques : impact des dédommagements sur la confiance et la qualité perçue du système de gestion des plaintes des autorités de régulation : cas de l’ARCEP-BENIN.
[Regulation of electronic communications: the impact of compensation on trust and the perceived quality of complaint management systems of the regulatory authorities: the case of ARCEP-BENIN.]
Electronic communications services have become an important economic and social development tool for people and communities around the world, to the point that any dysfunction in the provision of these services is a major concern with enormous social impacts. To this end, the International Telecommunication Union recommends that Member States monitor and evaluate the quality of service of electronic communications and put in place consumer complaint management tools to enforce their consumer rights. In most African countries, the operationalization of these measures is entrusted to the structures in charge of regulation. Empirical research has revealed that consumers continue to complain despite the existence of complaint management units. In addition, regulatory authorities' views and decisions with respect to their grievances with service providers are often disapproved of by service providers.
This situation has led some consumer organizations to resort to justice and no longer call on ARCEP for user complaints.
The purpose of this study was to investigate consumer perceptions of the complaint management system, in order to identify the variables affecting referral to ARCEP-BENIN.
Study results show that confidence, perceived quality and motivation are the variables that affect referral ARCEP in case of consumer rights violation. The study also finds that the confidence and perceived quality of ARCEP's complaint management system is strongly influenced by compensation and participation in the investigation.