Fuzzy evaluation of customer satisfaction with mobile services
Aleksandar Tsenov, Ivan Ivanov, Tanya Poparova, Strachil Neykov, Lili Ivanova, Marieta Gadjeva · 2011
Nowadays the number of the services delivered to the mobile users grows rapidly. The guaranty of high quality level for each one service becomes even more complex. This requires new approaches for evaluating the quality parameters (provider centric) from one side and the customer satisfaction (customer centric) from the other side. The paper proposes an approach for the customer satisfaction, where the main metrics for the evaluation are the perception and the individual satisfaction with the services used.