Quantification device, monitoring system and method for user-perceived service quality

Abstract

The invention provides a quantizing device and monitoring system and method for business quality of user perception. The quantizing device for the business quality of the user perception is used for quantizing the business quality of a business support system of user perception and comprises a collecting module, a first calculating module, a second calculating module and a third calculating module, wherein he collecting module is used for collecting device index values of at least one business device in at least one business system corresponding to a business; the first calculating module is used for calculating system index values of the business system corresponding to the business device according to the device index values of the business device; the second calculating module is used for calculating the business index values of the business according to the system index values of the business system; the third calculating module is used for calculating user perception index values according to the business index values of the business. In this way, the satisfaction degree of users for the business provided by the support system can be reflected quantitatively.

Description

technical field [0001] The invention relates to the field of telecommunication service support, in particular to a quantification device, monitoring system and method for user-perceived service quality. Background technique [0002] The Telecom Business Support System (BSS) is the basic platform for business processing information management of telecom enterprises, and is used to support front-end sales, customer service and internal support of the whole process and business management system for analysis and management. It can be said that the business support system is the first-tier core system for telecom companies to directly face customers, providing customers with integrated network communication capabilities. The service quality provided by the service support system will have a significant impact on customer satisfaction and is related to the core competitiveness of telecommunications companies. Therefore, how to monitor the service quality provided by the service ...

AI Technical Summary

Problems solved by technology

[0010] To collect customer feedback on telecommunication business and service quality through questionnaire survey, the collected information is only the subjective feeling of customers, and qualitative analysis is more than quantitative analysis; it is difficult to collect customer feedback on telecommunication business and service quality through user complaint analysis Obtaining the real evaluation of service quality from the huge and complex information also cannot quantitatively reflect the customer's satisfaction with the services provided by the support system

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