A Proposed Analytical Customer Satisfaction Prediction Model for Mobile Internet Networks

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dc.contributor.authorYusuf- Asaju, Ayisat Wuraola
dc.contributor.authorDahalin, Zulkhairi Md
dc.contributor.authorTa’a, Azman
dc.date.accessioned2018-07-04T11:48:30Z
dc.date.available2018-07-04T11:48:30Z
dc.date.issued2017
dc.description.abstractSubjective method (such as survey, interview, etc.) has been the most common and reliable method used 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 eliminateden_US
dc.identifier.citationYusuf-Asaju, Ayisat W.; Dahalin, Zulkhairi; and Ta’a, Azman, "A Proposed Analytical Customer Satisfaction Prediction Model for Mobile Internet Networks" (2017).PACIS 2017 Proceedings. 102. http://aisel.aisnet.org/pacis2017/102en_US
dc.identifier.urihttp://hdl.handle.net/123456789/816
dc.language.isoenen_US
dc.publisherAssociation for Information Systems AIS Electronic Library (AISeL)en_US
dc.subjectQuality of Experience (QoE)en_US
dc.subjectMean Opinion Scoreen_US
dc.subjectInterneten_US
dc.subjectMobile Network Operators (MNOs)en_US
dc.subjectQoE measurementen_US
dc.subjectAnalytics,en_US
dc.subjectPrediction, Mobile Networksen_US
dc.titleA Proposed Analytical Customer Satisfaction Prediction Model for Mobile Internet Networksen_US
dc.typeArticleen_US

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