Paper Info
Title
A Proposed Analytical Customer Satisfaction Prediction Model for Mobile Internet Networks.
Abstract
Subjective method (such as survey, interview,etc.) has been the most common and reliable methodused in analyzing customer satisfaction.However, the subjective method is expensive, time consuming, lacks repeatability in real-time and may not capture the technical aspect of the telecoms network service performance in telecommunication industry.As a result, perceived quality of experience (QoE) has been traditionally used to evaluate the satisfaction of telecommunication services from both Internet service providers and customer’s perspective. However, the result of perceived QoE in relation to mean opinion score found not suitable enough to quantify customer satisfaction, and it eliminates the diversity of customer assessment while quantifying satisfaction.Therefore, this paper proposed an analytical customer satisfaction prediction model based on perceived QoE, perceived QoE influence factors, perceived QoE measurements and perceived QoE estimations to overcome the limitations of the subjective measurement.The paper presents how the mean opinion score can be used to quantify customer satisfaction by ensuring the diversity of customer’s assessment is not eliminated.
Year
Venue
Field
2017
PACIS
Network service,Mobile internet,Internet privacy,Customer satisfaction,Computer science,Knowledge management,Risk analysis (engineering),Mean opinion score,Quality of experience,Analytics,Telecommunications service,The Internet
DocType
Citations 
PageRank 
Conference
0
0.34
References 
Authors
0
3
Name
Order
Citations
PageRank
Ayisat W. Yusuf-Asaju100.34
Zulkhairi Md. Dahalin242.80
Azman Ta’a320.79