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Title: Optimisation of customer satisfaction index model for business hall of operator

Authors: Wanru Wang; Xinxiong Liu; Yuhan Su

Addresses: School of Industrial Design, Hubei University of Technology, Wuhan 430068, China ' Department of Industrial Design, Huazhong University of Science and Technology, Wuhan 430074, China ' Department of Environmental Art Design, Huazhong University of Science and Technology, Wuhan 430074, China

Abstract: 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.

Keywords: satisfaction index analysis; model optimisation; design of business hall.

DOI: 10.1504/IJSPM.2020.106983

International Journal of Simulation and Process Modelling, 2020 Vol.15 No.1/2, pp.189 - 198

Accepted: 19 Jul 2019
Published online: 21 Apr 2020 *

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