基于感知质量的GPRS客户满意度评价  

GPRS Customer Satisfaction Degree Evaluation Based on Perception Quality

作　　者：陈保福[1] 杜煜[1] 刘露[1] 周文安[1] 宋俊德[1] 

机构地区：[1]北京邮电大学计算机科学与技术学院,北京100876

出　　处：《北京联合大学学报》2009年第4期6-10,共5页Journal of Beijing Union University

基　　金：国家863计划项目(2007AA01Z204);中瑞IMT高级研究项目(2008DFA11950)

摘　　要：为解决以往评价客户满意度时,制定问卷调查表过程繁琐,且实施调查时人力投入大、周期长、调查结果不准确的缺点,提出以客户的角度分析业务流程。通过综合考虑用户使用业务过程中影响客户体验的多方面因素,提取客户感知指标并评价客户感知满意度的思想。为验证该思想,提出基于指标趋势化和变异系数法改进的线性加权评价算法;以GPRS业务为例,采集现网数据,利用MATLAB工具对满意度进行评价并详细分析。评价结果反映了客户感知质量的动态变化,并且在评价结果下降时能找到恶化的指标,以便及时调整网络,对现有的运维工作有很好的指导意义。Traditional method of customer satisfaction evaluation is survey through questionnaire, but it＇ s cumbersome, human-consuming and time-consuming, and the findings may be inaccurate. For improvement, an idea that analyzes service process from the customer point of view is generated. It integrates all factors that impact customer experience when customers use services; at the same time, perception indicators are extracted, and an improved linear weighted evaluation algorithm based on variation coefficient method is put forward to evaluate Customer Satisfaction Degree. To demonstrate the idea, in a GPRS scenario, the Customer Satisfaction Degree is evaluated by MATLAB. All the simulation date is collected from existing network. The evaluation results is a very good guide on the existing operation work since it can find the cause when satisfaction decreases.

关 键 词：移动通信 客户满意度评价 改进的线性加权 感知质量 GPRS 

分 类 号：TN929.5[电子电信—通信与信息系统]