Refinement of the customer satisfaction index for mobile phone service in China

Sun, Thomas S. C.; Xia, Han

doi:10.1109/icsssm.2010.5530144

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The Standard and Principle Of Optimisation1

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2020

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“…Since the embodied TCSI model has non-ideal fitting result, optimisation has to be done to the embodied TCSI model to make the model more suitable to the data (Sun and Xia, 2010). The guidance for modifying the model is mainly the modification index (MI) in the AMOS software and the statistics of P. MI represents the reduced chi-square value if a specific path is added.…”

Section: The Standard and Principle Of Optimisationmentioning

confidence: 99%

Optimisation of customer satisfaction index model for business hall of operator

Wang

Liu

2020

IJSPM

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Business hall plays an important role in telecom operator's service. Modelling the customer satisfaction of the service provided by business hall is of help for telecom operators to improve their service quality. Traditional customer satisfaction models are too abstract and general, which makes the satisfaction analysis not precise enough to model the satisfaction index of a specific service. This paper focuses on modelling customer satisfaction of service provided by the business hall. An optimisation process on traditional TCSI model was conducted based on the data acquired from questionnaire survey. Based on the optimised model, suggestions about designing business hall at current time are proposed.

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Section: The Standard and Principle Of Optimisationmentioning

confidence: 99%