Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
The Customers are the hearts of any industry. Telecommunication being a service oriented industry always prioritizes to find ways of making customers happy, satisfied and loyal. By recognizing this prominence, this paper presents a survey based analysis. A study is conducted to determine what m...
| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
| Language: | English English |
| Published: |
IEEE
2018
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/64354/ http://irep.iium.edu.my/64354/ http://irep.iium.edu.my/64354/ http://irep.iium.edu.my/64354/7/64354%20Calculating%20Customer%20Experience%20Management.pdf http://irep.iium.edu.my/64354/13/64354_Calculating%20customer%20experience%20management%20index_scopus.pdf |
| Summary: | The Customers are the hearts of any industry.
Telecommunication being a service oriented industry
always prioritizes to find ways of making customers happy,
satisfied and loyal. By recognizing this prominence, this
paper presents a survey based analysis. A study is
conducted to determine what makes customers of
Telecommunication Industry satisfied. This paper presents
a genetic algorithm (GA) based technique for assigning
weights to different attributes of a service based on survey
data to find overall customer experience management index
(CEMI). Six attributes of service i.e. network coverage,
voice call quality, drop call rate, SMS delivery, internet
service and call setup duration have been considered in this
research to find overall CEMI. The weights for each
attribute are optimized by minimizing the error between
weighted attributes based calculated CEMI and actual
CEMI provided during survey process. The study has been
confined within Islamabad City, the capital of Pakistan.
The data is gathered through telephonic survey by calling
200 targeted customers of a mobile service provider
network in Pakistan. The results indicate that network
coverage, signal strength and voice quality are the major
factors that highly effect the customer satisfaction. The
result of this research proved that there is positive and
significant relationship between dependent variables. |
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