서지주요정보
통신에 있어서 서비스품질의 평가 및 전략적 기준설정에 관한 연구 = Development of evaluation methods for quality of service and strategic performance levels in telecommunications
서명 / 저자 통신에 있어서 서비스품질의 평가 및 전략적 기준설정에 관한 연구 = Development of evaluation methods for quality of service and strategic performance levels in telecommunications / 안혜숙.
발행사항 [대전 : 한국과학기술원, 1998].
Online Access 원문보기 원문인쇄

소장정보

등록번호

8008678

소장위치/청구기호

학술문화관(문화관) 보존서고

MIE 98012

휴대폰 전송

도서상태

이용가능

대출가능

반납예정일

등록번호

9004419

소장위치/청구기호

서울 학위논문 서가

MIE 98012 c. 2

휴대폰 전송

도서상태

이용가능

대출가능

반납예정일

리뷰정보

초록정보

Quality of Service(QoS) is the collective effect of service performances and has a direct impact on customer satisfaction. Although QoS is subjective, network performance parameters contributing to QoS can be measured physically. Therefore overall customer satisfaction for each test condition of the performance parameters is evaluated by asking respondents to indicate his or her opinion on a five-category rating scale : excellent, good, fair, poor, and unsatisfactory. The results of these opinion tests can then be used to measure and analyze QoS from the customers' viewpoints. In the previous researches, MOS method quantifies surveyed opinions of respondents by a single value. The opinions are quantified by scaled scores(called opinion scores) from score 1 to 5, and MOS is calculated as an arithmetic mean of the opinion scores. The Cumulative Probability Curve method employs graphical and analytical models of opinion, and may be considered as an improvement over the MOS method in that it is concerned with the distribution of opinion scores rather than a sample mean. However, both of them belong to the class of scoring methods which are subjective in nature. In this paper, we develop a new method for evaluating customer satisfaction without assigning subjective scores to customers' opinion. That is, we estimate the relationship between customer satisfaction and network performance parameters by logit models, which can be used to provide guidelines for network planning. In addition, the proposed approach is compared to Cumulative Probability Curve method in terms of prediction errors, and the results indicate that the former is at least as good as the latter.

서지기타정보

서지기타정보
청구기호 {MIE 98012
형태사항 ii, 108 p. : 삽도 ; 26 cm
언어 한국어
일반주기 부록 : A, Bell 연구소의 전송품질 평가를 위한 오피니언 데이터. - B, 누적퍼센트곡선의 유도 과정 및 결과. - C, SAS에 의한 로짓 모형의 분석결과 및 해석
저자명의 영문표기 : Hae-Sook Ahn
지도교수의 한글표기 : 염봉진
지도교수의 영문표기 : Bong-Jin Yum
학위논문 학위논문(석사) - 한국과학기술원 : 산업공학과,
서지주기 참고문헌 : p. 75-77
주제 서비스품질
평균 오피니언점수
누적퍼센트곡선
범주형 자료
로짓모형
QoS
MOS
Cumulative probability curve
Categorical data
Logit model
QR CODE qr code