By Topic

Customer-centric network upgrade strategy: maximizing investment benefits for enhanced service quality

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Xiao, J. ; Sch. of Comput. Sci., Waterloo Univ., Ont., Canada ; Boutaba, R.

With the ever increasing demand for network resources, network operators and Internet service providers are under constant pressure to accommodate more network bandwidth and offer better service quality via periodic network upgrades, Given a budget constraint, a sound network upgrade decision should maximize investment benefit which is contingent on the degree of customer satisfaction. This paper presents a customer-centric approach in making network upgrade decisions, where customer satisfaction is the key evaluation criterion. Network performance is related to customer's perceived service quality and component upgrades are assessed based on their profitability. As demonstrated using a case scenario, our approach results in effective upgrade decisions that enhance service quality, improve customer satisfaction, and maximize revenue.

Published in:

Network Operations and Management Symposium, 2004. NOMS 2004. IEEE/IFIP  (Volume:1 )

Date of Conference:

23-23 April 2004