Wireless Personal Communications: An International Journal
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Service oriented management are focused on service quality rather than network performance. Evaluation based on customer perception of service quality is playing a very important role in service supporting and management. Effective evaluation of service quality can help Service Provider to increase Customer Satisfaction. Three layers evaluation architecture is proposed in this paper and the analysis of QoE factors and the extraction of QoS parameters are discussed in detail. Evaluation algorithm based on fuzzy analytic hierarchy process is introduced and implemented in the following case study. The experiment demonstrates that the QoS parameters with the greater weight should be paid more attention to improve customer perception. The methodology of this paper, which is part of the project with China Mobile Group Guangzhou Co., has been adopted and deployed in practical.