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

Volume

1

fYear

2009

fDate

14-16 Aug. 2009

Firstpage

436

Lastpage

440

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/ITIME.2009.5236384

Filename

5236384