Customer Perception Based Service Quality Evaluation In Telecommunication

With the issuance of 3G licenses and operation of fix and mobile service, data services, value-added services will be done abundant development and become a new profit growth and competitive point. However, with the construction of 3G networks and services, products provided by operators tend to be homogenization. Under the market environment, quality of service will be the most important factors to attract customers and also reflect the core competitiveness of the operators. From the perspective of customer, quality of service is the customer perception of service quality.Therefore, to improve the quality of network, strong network optimization capabilities for the Operation and Maintenance are required. So the studies of customer-oriented QoE and QoS should be strengthened by focusing more on the customer perception of network quality (QoE) and record these QoE indicators in the scope-of operation and maintenance assessment targets. By the transformation of operation and maintenance work through indicators, the customer satisfactions are improved and the market competitiveness is enhanced. Therefore, the network management system should be more emphasis on quality monitoring and evaluation of customer-centric data services, in addition to continue to strengthen the monitoring of network quality.The paper does a wide range of survey on the status of customers' perceived quality, and refers to TMF standards. The problems, advantages and solutions of the current customer perceived quality management are listed in detail. In addition, the eTOM-based management functional model of customer perceived quality is proposed according to new requirements of the service management. The paper also researched customer perception indicator system and the indicators extraction methods. The indicators are associated with mapping system and the customer perceived quality is evaluated.