CAJ | 학술논문

客户感知作为客户对电信业务的直接反映，是电信网络运维在面向用户的业务管理时需要关注的重点。本文在分析了客户感知的各种影响因素的基础上，结合当前客户感知实际工作成果，提出了一种客户感知度量评估模型；以客户感知指标体系为基础，采用现网指标拔测等方法，就端到端电信业务给出了一套相关的客户感知评估流程，为促进电信业务客户感知和服务质量的全面提升奠定理论基础。
객호감지작위객호대전신업무적직접반영，시전신망락운유재면향용호적업무관리시수요관주적중점。본문재분석료객호감지적각충영향인소적기출상，결합당전객호감지실제공작성과，제출료일충객호감지도량평고모형；이객호감지지표체계위기출，채용현망지표발측등방법，취단도단전신업무급출료일투상관적객호감지평고류정，위촉진전신업무객호감지화복무질량적전면제승전정이론기출。
As the direct reflection of telecommunication business,customer perception should be focused on during telecommunication network＇s operation and service-maintenance for the user-oriented management. In this paper, an assessment-model of customer perception is proposed based on the analysis of various factors that affect the customer perception and the current actual work. It lists its own customer perception index system. In addition, using the existing network dial indicators test and other methods, the paper gives a set of evaluation process related to the customer perception of end-to-end telecom services, which enhances the theoretical basis aiming at promoting customer awareness and service aualitv.