The increasing competition between telecommunication service providers (TSPs) and the large amounts of human resource costs incurred to provision telecommunication services to small, medium and micro enterprises (SMMEs), highlight the need for effective self-service provisioning methods to reduce costs. Existing service provisioning methods do not effectively support SMMEs in the service provisioning process. The current methods used are manual and Web-based. The manual service provisioning method is labour and time-intensive. TSPs are being forced to cut human resource costs as the profit margins for provisioning services are narrow due to competition. The current web-based systems do not allow SMMEs to effectively purchase services as they provide long textual lists to consult and limited information about services. The objective of this research was to develop an intelligent web-based self-service system to support SMMEs in telecommunication service provisioning, using a Design Science Research methodology. A constraint-based, knowledge-based recommender system was selected as the most appropriate intelligent system to support telecommunication service provisioning. A prototype called SelPro was developed as a solution to address the shortcomings of the current ineffective service provisioning methods available for SMMEs. SelPro incorporates an interactive wizard-style user interface with dynamic recommendations to support novice users as well as an expert interface which provides less user support. An expert review and a user study were conducted to determine if SelPro was usable, useful and effective. SelPro was perceived as being usable for SMMEs wishing to purchase telecommunication services. Expert participants were satisfied with the usability of SelPro and perceived it as being useful, easy to use and easy to learn. SelPro was considered effective because of the high task success ratings provided by the participants using the two interfaces. The research determined that intelligent web-based self-service provisioning can be used to effectively support SMMEs in telecommunication service provisioning. General design recommendations for similar systems were proposed and future work will involve using intelligent systems to support large enterprises in telecommunication service provisioning.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nmmu/vital:10484 |
| Date | January 2012 |
| Creators | Barlow, Sherwin Riaan |
| Publisher | Nelson Mandela Metropolitan University, Faculty of Science |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis, Masters, MSc |
| Format | xi, 204 leaves, pdf |
| Rights | Nelson Mandela Metropolitan University |
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