Proceedings ArticleDOI
Applying grey relational analysis to the improvement of the quality of ISP customer service - an example of ADSL
Tien-Chin Wang,Chuan-Cheng Wu,Tsung-Han Chang +2 more
- Vol. 1, pp 497-501
TLDR
In this article, a grey relational analysis is applied to analyze the factors which influence the satisfaction of customers in wide-band networks, and ten service factors are extracted to evaluate the service quality level of an ISP with ADSL in the wideband network environment, and the results show that "expenses arrearage" is the key factor influencing customer satisfaction.Abstract:
People rely on the Internet in a higher and higher degree. Life, work, career, socializing, recreation and amusement are all closely bound up with the network. When wide-band networks are created, the demands of users on the networks became more and more versatile. Hence, how to improve the quality of customer service might be an important topic for the Internet service provider (ISP). The main aims of this paper are to observe customers' responses to the wide-band service that ISPs offer, and apply grey relational analysis to analyze the factors which influence the satisfaction of customers. Empirical data in the ChiTelcom Company from September of 2003 to August of 2004 are taken as sample. Among these available items, ten service factors are extracted to evaluate the service quality level of an ISP with ADSL in the wide-band network environment. Aside from the factor "ADSL network breakdown", the results show that "expenses arrearage" is the key factor influencing customer satisfaction. Still, suggestion and conclusion are also proposed improving the quality of service and increasing competitiveness in the ISP industry.read more
References
More filters
Book
Multiple Attribute Decision Making: Methods and Applications
TL;DR: In this paper, the authors present a classification of MADM methods by data type and propose a ranking method based on the degree of similarity of the MADM method to the original MADM algorithm.
Journal ArticleDOI
Introduction to Grey system theory
TL;DR: The Grey Systeni and its applications are interdisciplinary, cutting across a variety of specialized fields, and it is evident that Grey System theory stands the test of time since 1982 as mentioned in this paper.
Journal ArticleDOI
Control problems of grey systems
TL;DR: In this paper, the stability and stabilization of a grey system whose state matrix is triangular is studied and the displacement operator and established transfer developed by the author are the indispensable tool for the grey system.
Journal ArticleDOI
Optimization of electrochemical polishing of stainless steel by grey relational analysis
P.S. Kao,Hong Hocheng +1 more
TL;DR: In this article, the grey relational analysis is applied for optimizing the electropolishing of 316L stainless steel with multiple performance characteristics, including surface roughness and passivation strength.
Journal ArticleDOI
Application of grey relational analysis for corrosion failure of oil tubes
TL;DR: In this article, the grey relational analysis method was applied to evaluate the effect of environmental factors to corrosion of oil tubes in gas wells and find out the main factors that cause corrosion failure.
Related Papers (5)
Apply 6-sigma methodology in measuring the competition quality of satisfaction performance—an example of ISP Industry
C. J. Tao,S. C. Chen,L. Chang +2 more