A Study into the QOS Evaluation of a Telecom CRM System

Author

Jia, Danhua ; Lu, Hongwei ; Zhao, Xiaogeng ; Wang, Runrun

Author_Institution

Coll. of Econ. & Manage., Nanjing Univ. of Posts & Telecommun., Nanjing, China

fYear

2009

fDate

26-28 Dec. 2009

Firstpage

4692

Lastpage

4695

Abstract

With the rapid development of information technology and the formation of a customer-driven market, the telecommunications industry is facing increasingly intense competition. In this paper, we look at Quality of Service (QOS) for a Telecom Customer Relationship Management (CRM) system, with the aim to set up a rating scale for it. In addition we used a sort experts set method and fuzzy comprehensive evaluation to establish an integrated evaluation model. Finally, we developed a system for evaluating the QOS of a Telecom CRM system using Dreamweaver.

Keywords

customer relationship management; fuzzy set theory; quality of service; telecommunication industry; telecommunication services; Dreamweaver; QOS evaluation; customer-driven market; fuzzy comprehensive evaluation method; information technology; telecom customer relationship management system; telecommunications industry; Communication industry; Conference management; Educational institutions; Engineering management; Environmental economics; Information systems; Information technology; Quality of service; Technology management; Telecommunications;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Science and Engineering (ICISE), 2009 1st International Conference on

Conference_Location

Nanjing

Print_ISBN

978-1-4244-4909-5

Type

conf

DOI

10.1109/ICISE.2009.173

Filename

5455254