Research&Study On Customer Satisfaction Of Business Support Systems Project In AL Company

The ultimate goal in business support systems (BSS) project management process of the telecommunications industry is to satisfy the customers. Customers’ satisfaction evaluation for products and services provided by the project is one of the important benchmarks for success of the BSS project. Purpose of this study is to find effective ways to value customers’ satisfaction and to provide assistance for the project management based on understanding what factors would influence the customer satisfaction to BSS project.In this thesis, combined the industry particularities and characteristics of customers of BSS project, the factors related to customer satisfaction has been identified. It has been also put forward that seven major factors should be included in the evaluation, which are demand management, product quality, fault management, daily maintenance, quality of service, project management, and document quality. The Analytic Hierarchy Process model has been used here to construct suitable BSS project management scenario of customer satisfaction evaluation system and the indicators in the system has been quantified as well. BSS projects in AL Company, which is the largest domestic business solutions provider in telecommunications industry, is the study case here. Customer satisfaction in the project management process has been empirically researched. After mathematical calculations with the survey data, the level of customer satisfaction with specific projects has been obtained. Combined with statistical analysis and four graph model analysis, it has been identified that there are still some problems during the project management. Therefore, some suggestion for optimizing project management and improving customer satisfaction has been given.Through the empirical test in specific projects, BSS project customer satisfaction evaluation system built in this thesis has verified its feasibility, and achieved good results. This research results has certain’reference significance on customer satisfaction research in similar projects of the telecommunications industry.