Quantitative and qualitative research on service quality evaluation system in NGN

作     者：LIU Lu ZHOU Wen-an SONG Jun-de 

作者机构：ICT and SSME Center Beijing University of Posts and Telecommunications Beijing 100876 China 

出 版 物：《The Journal of China Universities of Posts and Telecommunications》 (中国邮电高校学报（英文版）)

年 卷 期：2009年第16卷第5期

页      面：71-77页

核心收录：

学科分类：1205[管理学-图书情报与档案管理] 12[管理学] 02[经济学] 0202[经济学-应用经济学] 120501[管理学-图书馆学] 020201[经济学-国民经济学] 120502[管理学-情报学] 

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) 

主　　题：customer satisfaction degree key quality indicator (KQI) NSLA function quality of experience index (QoE index) FAHP 

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.