Reserch On The Management System And Key Technology Of Operators’ Quality Of Experience Index

In recent years,as the rapid development of the telecommunications industry,people’s dependence on the telecommunication business gradually improved,customer service quality is increasingly becoming a factor restricting the development of operators.Customer service quality directly reflects the degree of customer acceptance of service work,it is not only a comprehensive evaluation of the operator’s target customers on the service project,but also the operators to maintain sustained development.Good customer service quality has important significance on user group to expand,maintain good economic benefits for the development of telecom business.The topic of this thesis is based on the research project of customer experience management system of China Telecom Group.This project is mainly aimed at the customer experience management technology which is more and more strategic position in the future development plan of the operators,and the evaluation analysis,index decomposition,algorithm research,QoE(quality of experience)calculation,etc.,and finally complete the perfect operator customer experience quality index management program.First,this paper analyzes the development,research status and application scenarios of the user experience management program,then this paper analyzes and interprets the management plan which is more mature and has been applied in the world.In view of the diversity,complexity and particularity of the Chinese Telecom Group’s business data,the evaluation model is analyzed and compared.Based on the theory of incremental customer experience and regression method,the Gradual Telecom QoE Model is designed.The model has the characteristics of subjective and objective weight,reliable and wide adaptability to the business side.It solves the problem that the QoE evaluation index is not unified,the weight of the research is not reliable,and the calculation level is not clear.I analyze the pros and cons of the popular data analysis algorithm and its improvement,then the operational integrity rate evaluation algorithm,S coefficient evaluation algorithm and K-means clustering evaluation algorithm are designed to suit Telecom Group’s business data.Finally,I deal with the data of the Telecom Group in 2014,calculate KPI,KQI,QoE and get the result of user satisfaction index of China Telecom by the presented methods.Finally,the results of various algorithms are analyzed and compared,and the most appropriate evaluation method is determined.