Analysis of Service Transaction Flow Based on User´s Actions to Develop KQIs for WiBro Service

This paper describes the development of KQIs (key quality indicators) for WiBro service (wireless broadband Internet service) provided by Korea Telecom. To take a customer-focused approach to service quality, we need KQIs to measure the level of service quality based on the customer experience. Therefore, in this paper, we essentially deal with the Web browsing service experienced by users as an internet service. In addition, we focus on data bearer with a wireless feature, since it is the foundation of the WiBro service. To develop the KQIs for Web browsing service and the data bearer based on the customer, we analyze a user action scenario and service transaction flow, service delivery architecture, network entry transaction flow, handover transaction flow, and web browsing transaction flow in WiBro service. Through this service model analysis, we identify KQIs based on the user.