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

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.

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Abstract

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.

Item Type: Conference or Workshop Item (Plenary Papers)
Additional Information: 6566/64354
Uncontrolled Keywords: Customer Satisfaction, Signal Strength, Network Coverage and Pakistan, Generic Algorithm; Customer Experience Management Index (CEMI); Evolutionary Algorithm; Variation Operators; Network Service
Subjects: T Technology > T Technology (General) > T10.5 Communication of technical information
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Information and Communication Technology
Kulliyyah of Information and Communication Technology

Kulliyyah of Information and Communication Technology > Department of Information System
Kulliyyah of Information and Communication Technology > Department of Information System
Depositing User: Asadullah Shah Syed
Date Deposited: 04 Jul 2018 09:48
Last Modified: 16 Sep 2018 23:54
URI: http://irep.iium.edu.my/id/eprint/64354

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