Subjective method (such as survey, interview, etc.) has been the most common and reliable method used in analyzing customer satisfaction. However, the subjective method is expensive, time consuming, lacks repeatability in real-time and may not capture the technical aspect of the telecoms network service performance in telecommunication industry. As a result, perceived quality of experience (QoE) has been traditionally used to evaluate the satisfaction of telecommunication services from both Internet service providers and customer’s perspective. However, the result of perceived QoE in relation to mean opinion score found not suitable enough to quantify customer satisfaction, and it eliminates the diversity of customer assessment while quantifying satisfaction. Therefore, this paper proposed an analytical customer satisfaction prediction model based on perceived QoE, perceived QoE influence factors, perceived QoE measurements and perceived QoE estimations to overcome the limitations of the subjective measurement. The paper presents how the mean opinion score can be used to quantify customer satisfaction by ensuring the diversity of customer’s assessment is not eliminated.
Yusuf-Asaju, Ayisat W.; Dahalin, Zulkhairi; and Ta’a, Azman, "A Proposed Analytical Customer Satisfaction Prediction Model for Mobile Internet Networks" (2017). PACIS 2017 Proceedings. 102.