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Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes

The Customers are the hearts of any industry. Telecommunication being a service oriented industry always prioritizes to find ways of making customers happy, satisfied and loyal. By recognizing this prominence, this paper presents a survey based analysis. A study is conducted to determine what m...

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Main Authors: Khan, Nusratullah, Akram, M. Usman, Shah, Asadullah, Ahmed Khan, Shoab
Format: Conference or Workshop Item
Language:English
English
Published: IEEE 2018
Subjects:
T10.5 Communication of technical information
Online Access:http://irep.iium.edu.my/64354/7/64354%20Calculating%20Customer%20Experience%20Management.pdf
http://irep.iium.edu.my/64354/13/64354_Calculating%20customer%20experience%20management%20index_scopus.pdf
http://irep.iium.edu.my/64354/
https://ieeexplore.ieee.org/document/8376335/
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spelling my.iium.irep.643542018-09-16T15:54:27Z http://irep.iium.edu.my/64354/ Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes Khan, Nusratullah Akram, M. Usman Shah, Asadullah Ahmed Khan, Shoab T10.5 Communication of technical information The Customers are the hearts of any industry. Telecommunication being a service oriented industry always prioritizes to find ways of making customers happy, satisfied and loyal. By recognizing this prominence, this paper presents a survey based analysis. A study is conducted to determine what makes customers of Telecommunication Industry satisfied. This paper presents a genetic algorithm (GA) based technique for assigning weights to different attributes of a service based on survey data to find overall customer experience management index (CEMI). Six attributes of service i.e. network coverage, voice call quality, drop call rate, SMS delivery, internet service and call setup duration have been considered in this research to find overall CEMI. The weights for each attribute are optimized by minimizing the error between weighted attributes based calculated CEMI and actual CEMI provided during survey process. The study has been confined within Islamabad City, the capital of Pakistan. The data is gathered through telephonic survey by calling 200 targeted customers of a mobile service provider network in Pakistan. The results indicate that network coverage, signal strength and voice quality are the major factors that highly effect the customer satisfaction. The result of this research proved that there is positive and significant relationship between dependent variables. IEEE 2018-06-11 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/64354/7/64354%20Calculating%20Customer%20Experience%20Management.pdf application/pdf en http://irep.iium.edu.my/64354/13/64354_Calculating%20customer%20experience%20management%20index_scopus.pdf Khan, Nusratullah and Akram, M. Usman and Shah, Asadullah and Ahmed Khan, Shoab (2018) Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes. In: 2018 IEEE International Conference on Innovative Research and Development (ICIRD), 11th-12th May 2018, Bangkok,Thailand. https://ieeexplore.ieee.org/document/8376335/ 10.1109/ICIRD.2018.8376335
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
English
topic T10.5 Communication of technical information
spellingShingle T10.5 Communication of technical information
Khan, Nusratullah
Akram, M. Usman
Shah, Asadullah
Ahmed Khan, Shoab
Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
description The Customers are the hearts of any industry. Telecommunication being a service oriented industry always prioritizes to find ways of making customers happy, satisfied and loyal. By recognizing this prominence, this paper presents a survey based analysis. A study is conducted to determine what makes customers of Telecommunication Industry satisfied. This paper presents a genetic algorithm (GA) based technique for assigning weights to different attributes of a service based on survey data to find overall customer experience management index (CEMI). Six attributes of service i.e. network coverage, voice call quality, drop call rate, SMS delivery, internet service and call setup duration have been considered in this research to find overall CEMI. The weights for each attribute are optimized by minimizing the error between weighted attributes based calculated CEMI and actual CEMI provided during survey process. The study has been confined within Islamabad City, the capital of Pakistan. The data is gathered through telephonic survey by calling 200 targeted customers of a mobile service provider network in Pakistan. The results indicate that network coverage, signal strength and voice quality are the major factors that highly effect the customer satisfaction. The result of this research proved that there is positive and significant relationship between dependent variables.
format Conference or Workshop Item
author Khan, Nusratullah
Akram, M. Usman
Shah, Asadullah
Ahmed Khan, Shoab
author_facet Khan, Nusratullah
Akram, M. Usman
Shah, Asadullah
Ahmed Khan, Shoab
author_sort Khan, Nusratullah
title Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
title_short Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
title_full Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
title_fullStr Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
title_full_unstemmed Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
title_sort calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
publisher IEEE
publishDate 2018
url http://irep.iium.edu.my/64354/7/64354%20Calculating%20Customer%20Experience%20Management.pdf
http://irep.iium.edu.my/64354/13/64354_Calculating%20customer%20experience%20management%20index_scopus.pdf
http://irep.iium.edu.my/64354/
https://ieeexplore.ieee.org/document/8376335/
_version_ 1643617421609664512
score 13.211869

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