|
Improving User Satisfaction for Future Telecom Billing and Revenue Management Systems |
|---|---|
| รหัสดีโอไอ | |
| Title | Improving User Satisfaction for Future Telecom Billing and Revenue Management Systems |
| Creator | Paul Mason |
| Contributor | Akaret Tangsuwan |
| Publisher | คณะบริหารธุรกิจ เศรษฐศาสตร์และการสื่อสาร มหาวิทยาลัยนเรศวร |
| Publication Year | 2561 |
| Keyword | Information Systems Success, Billing and Revenue Management Systems, User Satisfaction Measures |
| Abstract | 1. With hyper-growth in demand for connectivity, the telecoms sector is now fiercely competitive. Operators are engaged in: i) a 'battle' for subscriber retention and growth by rolling tuning of their promotion, campaign and service portfolios 2. ii) infrastructure overhauls necessary for the Internet of Things led transformation of business 3. and iii) realizing government strategies aimed at complete economic transformation, epitomized, for example, by Thailand 4.0. Billing and Revenue Management Systems (BRMS) are needed to support all of the above. And yet no studies into ways of improving user satisfaction currently exist, despite it being acknowledged as a measure of information systems success generally. According to a renowned and widely cited conceptual model, user satisfaction is influenced by information, system and service quality respectively. To test this theory for BRMS we applied structural equation modelling to investigate which of these dimensions has the most affect. Ninety two users from Thai telecom operators were consulted. Findings showed a positive relationship between all three quality dimensions and user satisfaction, although service quality was found to have the largest impact. Measures of service quality range from extent of knowledge of the IT user support team, to confidence in the application vendor. The implications of these results indicate that operators should focus on |
| Language | ENG |
| URL Website | http://www.bec.nu.ac.th/becic2018/ |
| Website title | BECIC2018 |
