Title :
A study on the extraction and application of customer perception indexes in mobile network
Author :
Du, Yu ; Zhou, Wenan ; Liu, Jian ; Song, Junde
Author_Institution :
Beijing Univ. of Posts & Telecommun., Beijing, China
Abstract :
Mobile informational strategy has a higher demand on the network supporting system and aims at the implementation of user oriented service management. As the indexes of customer perception are the direct reflection of the network quality, it is particularly important to analyze the indexes. In this paper, varieties of factors affecting customer experiences on the network quality are analyzed. A customer perception template is designed based on the related standards of QoE and the 5 W model; a set of common extraction methods of customer perception indexes are given. According to the practical application of the customer perception template, the contribution coefficient of customer perception indexes that have a great influence on the service quality are achieved by the statistical analysis model.
Keywords :
customer services; mobile computing; social aspects of automation; statistical analysis; customer perception indexes; customer perception template; mobile informational strategy; mobile network; network quality; statistical analysis model; user oriented service management; Differential equations; Numerical analysis; Performance analysis; Quality management; Reflection; Resource management; Security; Statistical analysis; Telecommunication network management; Telecommunication standards; Customer Perception; Customer Perception Template; QoE; SEM;
Conference_Titel :
IT in Medicine & Education, 2009. ITIME '09. IEEE International Symposium on
Conference_Location :
Jinan
Print_ISBN :
978-1-4244-3928-7
Electronic_ISBN :
978-1-4244-3930-0
DOI :
10.1109/ITIME.2009.5236384
