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On the Relation Between Customer Satisfaction and Performance Measurements
Irnich, Tim and Kaufmann, Tobias and Verkamp, Volker
Department of Communication Networks (ComNets), Faculty 6, RWTH Aachen University Kontakt: Tim Irnich
In Proceedings of WPMC 2004, p. 5, Abano Terme, Italy, 2004.
Publication Date: Sep, 2004
On page(s):5
ISBN:
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This paper addresses the question if evaluation of service
quality in wireless networks by means of measuring certain figures of
merit allows to reliably derive the grade of satisfaction of mobile users.
Core innovation of our approach is a questionnaire-based evaluation
of the customer satisfaction immediately after each call. The questionnaire
is displayed on the screen of the mobile phone. Evaluation of
correlation between the customer satisfaction and Measurement Report
(MR) parameters RXLEV and RXQUAL [1] recorded during each
call gives new insights into the interrelation between objective figures
of merit and customer satisfaction. The key result is that there is a
weak relation between the users speech quality perception and MR
parameter values, but owing to the fact that for the whole range of
MR parameter values RXLEV and RXQUAL the variance of speech
quality ratings given by the users is high, is is not possible to predict
the customer satisfaction by only considering technical performance
measures. The conclusion is that a user-centric quality management
for mobile services should be based on measurements of technical
parameters and customer satisfaction instead of measurements of
technical parameters only. The tool that has been used for the presented
research has the potential of being used for this purpose.
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@INPROCEEDINGS{IrKaVe_WPMC2004,
AUTHOR = {Irnich, T. and Kaufmann, T. and Verkamp, V.},
TITLE = {On the Relation Between Customer Satisfaction and Performance
Measurements},
YEAR = {2004},
MONTH = {Sep},
PAGES = {5},
ADDRESS = {Abano Terme, Italy},
BOOKTITLE = {Proceedings of WPMC 2004},
AFFILIATION = {Department of Communication Networks (ComNets), Faculty 6, RWTH Aachen University},
URL = {http://www.comnets.rwth-aachen.de}
}
Signature in CN-Library = {Qk 002 (2004)}
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| | Letzte Änderung: 17.09.2008 11.46 | |
