On the Relation Between Customer Satisfaction and Performance Measurements
Authors: Irnich, Tim and Kaufmann, Tobias and Verkamp, Volker
Department of Communication Networks (ComNets), Faculty 6, RWTH Aachen University
: Tim Irnich
In Proceedings of WPMC 2004, p. 5, Abano Terme, Italy, 2004.
Publication Date: Sep, 2004
On page(s):5
ISBN:
Abstract 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 = {https://www.comnets.rwth-aachen.de}
}
Signature in CN-Library = {Qk 002 (2004)}