Abstract
![CDATA[In this paper we describe a call center simulation case study that uses real data obtained from an Internet Service Provider (ISP). The case study is conducted using SIMCTS (Simulation Modelling and Analysis of Customer Satisfaction Patterns for Telecommunication Service Providers) framework. The applicability of this framework to model ISP business scenario is discussed in detail. The simulation case study reveal that the dimensions of service quality have huge impact on customer satisfaction and also provide valuable insight in to gap analysis of customer perception and expectation. Various key satisfaction variables in relation to call center are modelled using SIMAN simulation language and ARENA simulation software. The simulation case study investigates service quality dimension, technical (or) functional service quality and their role in evaluation of overall satisfaction judgment. The simulation model collects transient performance measures which can be used to make competitive marketing decisions.]]
| Original language | English |
|---|---|
| Title of host publication | Simulation: Fulfilling the Promise: Successes and Visions for the Road Ahead: SimTecT 2005 Conference Proceedings: Monday 9 May-Thursday 12 May 2005, at the Sydney Convention and Exhibition Centre |
| Publisher | Simulation Industry Association of Australia |
| Number of pages | 1 |
| ISBN (Print) | 0957887949 |
| Publication status | Published - 2005 |
| Event | SimTecT - Duration: 18 Jun 2012 → … |
Conference
| Conference | SimTecT |
|---|---|
| Period | 18/06/12 → … |
Keywords
- Internet service providers
- case studies
- consumer satisfaction
- performance
- call centers
