Title of Thesis¡GService Quality and Customer Satisfaction of ADSL Broadband Network¡GA Case Study of Chunghwa Telecom Total Pages¡G108 Name of Institute¡GGraduate Institute of Information Management National Sun Yat-Sen University Graduate date¡GJune,2002 Advisor¡GChin-fu Ho Name of Student¡GWen-Jong Leu Abstract The open telecom market causes the telecom business to be competitive and obvious and each telecom company invests an amount of cost to gain more customers. As a result of the increase in consumer consensus, most telecom companies are dedicated to create a variety of newer, faster and more stable telecom products and consistently lower the prices. Besides, in order to sustain loyal customers and attract new customers, providing high-quality service becomes the most important strategy. Even though Chunghwa Telecom today has taken a great part in ADSL market, it should think much of customers and make an effort to provide them with good ADSL broadband network products¡Bservice quality and satisfactory service to defend and enlarge the market. This thesis discusses ADSL broadband network, service quality, customer satisfaction and the development of Chunghwa Telecom. The structure of this study is constructed based on the concept to SERVQIAL submitted by three scholars like Parasuraman(PZB) and the research on the users of Chunghwa Telecom ADSL in Kaohsiung area with the analytic tool of SPSS software.The purpose of this study is to discuss the difference between customers expectations and recognition and examine the relevance between service quality factor and customer satisfaction. The Conclusion of This Study: 1. Customers' expectations to ADSL are not compatible with their recognitions because ADSL service is not as good as what they expect. Customers also expressed that the performance of Chunghwa Telecom didn't reach their expectations. 2. The relationships between customers perceived degree of ADSL overall service quality, ADSL service quality factor perceived degree, and overall satisfaction are positively relevant. In other words, customers have more perceived degree of ADSL overall service quality or five factors perceived degree of ADSL service quality, including "Tangibility," "Reliability," "Responsiveness," "Assurance," and "Empathy," then customers are more satisfied with the ADSL overall satisfaction. 3. Based on the variable of population statistics on customers, different ages distinctively have diverse perceived degree of ADSL overall service quality. Furthermore, this result is reflected on the relationship between the ages and ADSL service quality five factors perceived degree. Customers at the age of under 20 and from 20 till 40 have much more different perceived degree of ADSL overall service quality and five factors. 4. Based on the variable of population statistics on customers, only sex difference causes different overall satisfaction with ADSL service. Male customers are more satisfied with the service than female ones. Therefore, telecom companies like Chunghwa Telecom should improve service quality, especially to female customers. Besides, customers with different sexes have different perceived degree of one factor on ADSL service quality, "Responsiveness," but the other four factors have no obvious difference.

Με την εργασία αυτή γίνεται μια οικονομική αξιολόγηση ενός ευρυζωνικού δικτύου πρόσβασης μέσα από την ανάπτυξη ενός προγράμματος (σε κώδικα C) που σαν εισόδους έχει την διείσδυση της κάθε υπηρεσίας στην αγορά, δηλαδή τον αριθμό των πιθανών συνδρομητών, τα στοιχεία της περιοχής, τον εξοπλισμό του δικτύου που πρόκειται να εγκατασταθεί, καθώς και οικονομικά στοιχεία όπως η χρέωση για την υπηρεσία από τον πάροχο. Χρησιμοποιώντας τα στοιχεία αυτά η εφαρμογή υπολογίζει την Καθαρή Παρούσα Αξία (NPV) τον Εσωτερικό Ρυθμό Επιστροφής (IRR) καθώς και την Παρούσα Αξία Ετήσιων Δαπανών (PVAC) για ένα χρονικό ορίζοντα δέκα ετών. Επίσης για την κοστολόγηση του δικτύου υπολογίζει τον συνολικό εξοπλισμό που χρειάζεται να εγκατασταθεί, κάνοντας μια εκτίμηση, προς την χειρότερη πλευρά, για τα μέτρα της οπτικής ίνας που χρειάζεται να τοποθετηθεί. Συγκρίνοντας τα αποτελέσματα των NPV για έτος εκκίνησης διαφορετικό κάθε φορά παρουσιάζει το έτος που ένας πάροχος θα πρέπει να εγκαταστήσει το δίκτυο του έτσι ώστε στο τέλος του χρονικού ορίζοντα να έχει το μέγιστο δυνατό κέρδος. Στα πρώτα κεφάλαια γίνεται μια θεωρητική παρουσίαση των διαθέσιμων τεχνολογιών πρόσβασης και του εξοπλισμού, ενώ στα δύο τελευταία κεφάλαια παρουσιάζεται το πρόγραμμα και τα αποτελέσματα για τέσσερα υποθετικά σενάρια. / -

Please read the abstract in the front matter this document / Dissertation (M Eng (Electronic Engineering))--University of Pretoria, 2006. / Electrical, Electronic and Computer Engineering / unrestricted

Orthogonal frequency division multiplexing (OFDM) in next generation wireless systems provides high downlink data rates by employing frequency-domain scheduling and rate adaptation at the base station (BS). However, in order to control the significant feedback overhead required by these techniques, feedback reduction schemes are essential. Best-m feedback is one such scheme that is implemented in OFDM standards such as Long Term Evolution. In it, the sub channel (SC) power gains of only the m strongest SCs and their corresponding indices are fed back to the BS. However, two assumptions pervade most of the literature that analyze best-m feedback in OFDM systems. The first one is that the SC gains are uncorrelated. In practice, however, the SC gains are highly correlated, even for dispersive multipath channels. The second assumption deals with the treatment of unreported SCs, which are not fed back by the best-m scheme. If no user reports an SC, then no data transmission is assumed to occur. In this thesis, we eschew these assumptions and investigate best-m feedback in OFDM systems with correlated SC gains. We, first, characterize the average throughput as a function of correlation and m. A uniform correlation model is assumed, i.e., the SC gains are correlated with each other by the same correlation coefficient. The system model incorporates greedy, modified proportional- fair, and round robin schedulers, discrete rate adaptation, and non-identically distributed SC gains of different users. We, then, generalize the model to account for feedback delay. We show in all these cases that correlation degrades the average throughput. We also show that this effect does not arise when users report all the SC power gains to the BS. In order to mitigate the reduction in the average throughput caused by unreported SCs, we derive a novel, constrained minimum mean square error channel estimator for the best-m scheme to estimate the gains of these unreported SCs. The estimator makes use of the additional information, which is unique to the best-m scheme, that the estimated SC power gains must be less than those that were reported. We, then, study its implications on the downlink average cell throughput, again for different schedulers. We show that our approach reduces the root mean square error and increases the average throughput compared to several approaches pursued in the literature. The more correlated the SC gains, greater is the improvement.