Quantitative and qualitative research on service quality evaluation system in NGN  

作　　者：LIU Lu ZHOU Wen-an SONG Jun-de 

机构地区：[1]ICT and SSME Center, Beijing University of Posts and Telecommunications, Beijing 100876, China

出　　处：《The Journal of China Universities of Posts and Telecommunications》2009年第5期71-77,共7页中国邮电高校学报（英文版）

基　　金：supported by the Hi-Tech Research and Development Program of China (2007AA01Z204);BUPT-Ericsson Collaborated Project (Phase 3);Sino-Swedish Collaboration Research Program (2008DFA11950);Cooperation with China Mobile Group Guangzhou Co., Ltd. (KJXM07BC052)

摘　　要：With the development of next generation network （NGN）, reasonable service quality evaluation is essential in network management. Based on NGN service characteristics, this article presents a comprehensive service quality evaluation system from two perspectives： quantitative and qualitative. From the quantitative point of view, this article brings forward the normalized service level achievement function （NSLA function） at technical layer. Also, with mean opinion score （MOS） mode, it proposes customer satisfaction assessment methods at customer perception layer. From the qualitative perspective, a hierarchical model is established, which forms mapping relations from the upper customer perception to the lower service quality parameters, and then the influence of different service parameters on customer satisfaction degree can b＇e denoted by the fuzzy analysis hierarchy process （FAHP） algorithm. Quantitative and qualitative evaluations together form a comprehensive solution which is universal, customer-oriented and flexible. Demonstrated by the representative voice service, the proposed system is proved reliable and applicable to service evaluation in NGN.With the development of next generation network （NGN）, reasonable service quality evaluation is essential in network management. Based on NGN service characteristics, this article presents a comprehensive service quality evaluation system from two perspectives： quantitative and qualitative. From the quantitative point of view, this article brings forward the normalized service level achievement function （NSLA function） at technical layer. Also, with mean opinion score （MOS） mode, it proposes customer satisfaction assessment methods at customer perception layer. From the qualitative perspective, a hierarchical model is established, which forms mapping relations from the upper customer perception to the lower service quality parameters, and then the influence of different service parameters on customer satisfaction degree can b＇e denoted by the fuzzy analysis hierarchy process （FAHP） algorithm. Quantitative and qualitative evaluations together form a comprehensive solution which is universal, customer-oriented and flexible. Demonstrated by the representative voice service, the proposed system is proved reliable and applicable to service evaluation in NGN.

关 键 词：customer satisfaction degree key quality indicator （KQI） NSLA function quality of experience index （QoE index） FAHP 

分 类 号：F203[经济管理—国民经济] G252[文化科学—图书馆学]