Cart (Loading....) | Create Account
Close category search window

A Case of Soft System Methodology (SSM): Interacting Aspect Modelling of Customer Satisfaction in Video Stream Service over Wireless and Mobile Network

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

3 Author(s)
Herman, H. ; Fac. of Comput. Sci. & Inf. Syst, Univ. Teknol. Malaysia, Skudai, Malaysia ; Rahman, A.A. ; Syahbana, Y.A.

Customer satisfaction has become essential in any service due to its positive influence to customer loyalty and further market opportunity. In video stream service over wireless and mobile network, customer satisfaction is determined by many interacting aspects. It includes objective Quality of Service (QoS) parameters and subjective Quality of user Experience (QoE) factors. In addition, customer satisfaction is also determined by business strategy that applied by service stakeholders e.g. pricing and customer care. Some issues arise due to interaction between these aspects. These issues are difficult to be addressed by creative and logical problem solving strategy. This paper discusses Soft System Methodology (SSM) to elucidate what the actual problem of these interacting aspects. It is expressed through seven consecutive stages of SSM that illustrate problem solving process from unstructured problem to structured problem. This paper also proposes a methodology to model the interacting aspects in determining customer satisfaction.

Published in:

Computer Modeling and Simulation (EMS), 2011 Fifth UKSim European Symposium on

Date of Conference:

16-18 Nov. 2011

Need Help?

IEEE Advancing Technology for Humanity About IEEE Xplore | Contact | Help | Terms of Use | Nondiscrimination Policy | Site Map | Privacy & Opting Out of Cookies

A not-for-profit organization, IEEE is the world's largest professional association for the advancement of technology.
© Copyright 2014 IEEE - All rights reserved. Use of this web site signifies your agreement to the terms and conditions.