Proceedings of the 2nd International Conference on Mechatronics Engineering and Information Technology (ICMEIT 2017)

Research on the Key Concepts and Problems of Service Quality

Authors
Wei Chen, Qingkai Zhao, Hanshuo Duan
Corresponding Author
Wei Chen
Available Online May 2017.
DOI
https://doi.org/10.2991/icmeit-17.2017.70How to use a DOI?
Keywords
Service Quality, QOE, KQI, KPI
Abstract
As increasing of the network users and network service provided, the network management has changed from the traditional network quality management to the service quality management. For the of the service control and indicator system, the network operation has been unable to meet the needs of network service operation and maintenance. The network operation and maintenance managers become interested in service quality management based on user-perceived. In this paper, we discuss on 'business and service', ' difference between QOE, KQI, KPI', 'KQI generation process' to provide the basis for the study of the service quality.
Open Access
This is an open access article distributed under the CC BY-NC license.

Download article (PDF)

Cite this article

TY  - CONF
AU  - Wei Chen
AU  - Qingkai Zhao
AU  - Hanshuo Duan
PY  - 2017/05
DA  - 2017/05
TI  - Research on the Key Concepts and Problems of Service Quality
BT  - Proceedings of the 2nd International Conference on Mechatronics Engineering and Information Technology (ICMEIT 2017)
PB  - Atlantis Press
SP  - 361
EP  - 364
SN  - 2352-538X
UR  - https://doi.org/10.2991/icmeit-17.2017.70
DO  - https://doi.org/10.2991/icmeit-17.2017.70
ID  - Chen2017/05
ER  -