Quality of Experience Assessment of Banking Service

Quality of Experience Assessment of Banking Service

Автор: Mehran Junejo, Asif Ali Laghari, Awais Khan Jumani, Shahid Karim, Mansoor Ahmed Khuhro

Журнал: International Journal of Information Engineering and Electronic Business @ijieeb

Статья в выпуске: 6 vol.12, 2020 года.

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In this paper, Quality of Experience (QoE) is used to assess and improve Bank’s customer satisfaction and provide quality of service (QoS) according to their demands. QoE based web platform was developed for the assessment of customer satisfaction. The Eclipse Neon Enterprise Edition was used for the design and development of platform and MySQL database was used for backend database storage. The front interface of the platform provided user facility to enter their complaints and information, which will store in the database. The stored data will be used for the analysis of a particular employee’s evaluations of his performance and behavior with customers. Management can observe the performance of the bank’s employees and can overcome their flaws by providing the required training. If one employee is lacking communication skills and is unable to convey his message to the customer of the bank, then the management can arrange training for improving his/her communication skills.

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Quality of Experience (QoE), Bank, Quality of Service (QoS), Performance

Короткий адрес: https://sciup.org/15017424

IDR: 15017424   |   DOI: 10.5815/ijieeb.2020.06.04

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