A network QOS evaluation method based on customer satisfaction indices

• Published in: 2009 International Conference on Machine Learning and Cybernetics Vol. 3; pp. 1328 - 1332
• Main Authors: Zhen-Jun Li, Yun-Ting Lu
• Format: Conference Proceeding
• Language: English
• Published: IEEE 01.07.2009
• Subjects: Communication industry; Customer satisfaction; Customer satisfaction indices (CSI); Cybernetics; Information technology; Internet telephony; Machine learning; Monopoly; Propagation losses; Quality of service; Quality-of-service (QoS); Telecommunication services; User behavior
• ISBN: 9781424437023; 1424437024
• ISSN: 2160-133X
• DOI: 10.1109/ICMLC.2009.5212286

Satisfaction of customers has become essential in the telecom service commitment, the user-perceived quality-of-service (QoS) has been proposed. According to our knowledge, the existing network assessment models have not been associated with the user behavior. Network capacity, packet loss rate and transmission delay are believed to be the key factors in the assessment of network QoS. To fill the gap in the current research and practice, this paper proposes a new network evaluation method based on a set of so-called customer satisfaction indices (CSI). Not only the technical factors but also the user behavior is incorporated in the new evaluation model, which is more comprehensive and reasonable to evaluate the net work QoS for Telecom operators.