Using SIMCTS framework to model determinants of customer satisfaction: a case in an ISP

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 [25]. 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

SMICTS: A Simulation Based Approach to Understand and Manage Service Quality

In this paper a novel simulation framework SIMCTS (Simulation Modelling and Analysis of Customer Satisfaction Patterns for Telecommunication Service Providers) for ISP business process modelling is described. It is shown that simulation technology can tackle a wide range of operational challenges in telecommunication service industry. The lack of very specific building blocks for functional service quality simulation has made the development SIMCTS simulation framework an absolute necessity. The paper introduces service quality framework that could transform a conceptual service quality model in to computer simulation model using the available service quality data in a fast and a effective way. The framework defines the structural data that is required to simulate service quality attributes using building block concepts. The framework can be used to develop various break even simulation models that helps providers to build flexibility in to service process design. Visual Basic Application (VBA) is used in the model to enhance flexibility and maintainability of model

Using SIMCTS Framework to Model Determinants of Customer Satisfaction: A Case in an ISP

Abstract: 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 [25]. 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. 1