Improving customer billing telephony using User Experience (UX) approach

User Experience (UX) is technology that fulfils an instrumental needs which include a subjective, situated, complex and dynamic encounter. UX represent the holistic view with of the pragmatic aspect and hedonic aspect. Nowadays, UX is become important issue and has been discussed by many researchers...

Full description

Saved in:

Bibliographic Details
Main Author:	Bidin, Raziera
Format:	Thesis
Language:	English
Published:	2018
Subjects:	Mobile computing Human-computer interaction User interfaces (Computer systems)
Online Access:	http://psasir.upm.edu.my/id/eprint/68959/1/FSKTM%202018%2039%20-%20IR.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-upm-ir.68959
record_format	uketd_dc
spelling	my-upm-ir.689592019-06-19T03:26:30Z Improving customer billing telephony using User Experience (UX) approach 2018-01 Bidin, Raziera User Experience (UX) is technology that fulfils an instrumental needs which include a subjective, situated, complex and dynamic encounter. UX represent the holistic view with of the pragmatic aspect and hedonic aspect. Nowadays, UX is become important issue and has been discussed by many researchers in developing web based system. While, telecommunications industry has gone through series of development efforts to make services always available to their consumers and to provide a good quality. Generally, telecommunication industry provide two main services such as telephony and internet with involved customer registration, billing and payment. However, the challenge confronting telecommunications industry is to meet the customer satisfaction in billing system such as the accurately, easy to understand, performance and resolving billing issue. Hence, the improvement of these issues can enhance the customer satisfaction. In this research, we are focusing on the accurate billing, easy to understanding and resolving billing issue. Therefore, we propose the web design of customer billing telephony system using UX approach that consider on the customer’s value experience. In order to well understand the concept, a thorough study on existing billing system is required by distributing the questionnaire to the respondent. Towards the end, the prototype will be developed and evaluation will be done by the respondent to prove the efficiency and correctness in billing process. It is expected that by implementing this approach, it will improve the customer billing telephony system and give the positive perceptions and experiences of a service lead to high customer satisfaction. Mobile computing Human-computer interaction User interfaces (Computer systems) 2018-01 Thesis http://psasir.upm.edu.my/id/eprint/68959/ http://psasir.upm.edu.my/id/eprint/68959/1/FSKTM%202018%2039%20-%20IR.pdf text en public masters Universiti Putra Malaysia Mobile computing Human-computer interaction User interfaces (Computer systems)
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English
topic	Mobile computing Human-computer interaction User interfaces (Computer systems)
spellingShingle	Mobile computing Human-computer interaction User interfaces (Computer systems) Bidin, Raziera Improving customer billing telephony using User Experience (UX) approach
description	User Experience (UX) is technology that fulfils an instrumental needs which include a subjective, situated, complex and dynamic encounter. UX represent the holistic view with of the pragmatic aspect and hedonic aspect. Nowadays, UX is become important issue and has been discussed by many researchers in developing web based system. While, telecommunications industry has gone through series of development efforts to make services always available to their consumers and to provide a good quality. Generally, telecommunication industry provide two main services such as telephony and internet with involved customer registration, billing and payment. However, the challenge confronting telecommunications industry is to meet the customer satisfaction in billing system such as the accurately, easy to understand, performance and resolving billing issue. Hence, the improvement of these issues can enhance the customer satisfaction. In this research, we are focusing on the accurate billing, easy to understanding and resolving billing issue. Therefore, we propose the web design of customer billing telephony system using UX approach that consider on the customer’s value experience. In order to well understand the concept, a thorough study on existing billing system is required by distributing the questionnaire to the respondent. Towards the end, the prototype will be developed and evaluation will be done by the respondent to prove the efficiency and correctness in billing process. It is expected that by implementing this approach, it will improve the customer billing telephony system and give the positive perceptions and experiences of a service lead to high customer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Bidin, Raziera
author_facet	Bidin, Raziera
author_sort	Bidin, Raziera
title	Improving customer billing telephony using User Experience (UX) approach
title_short	Improving customer billing telephony using User Experience (UX) approach
title_full	Improving customer billing telephony using User Experience (UX) approach
title_fullStr	Improving customer billing telephony using User Experience (UX) approach
title_full_unstemmed	Improving customer billing telephony using User Experience (UX) approach
title_sort	improving customer billing telephony using user experience (ux) approach
granting_institution	Universiti Putra Malaysia
publishDate	2018
url	http://psasir.upm.edu.my/id/eprint/68959/1/FSKTM%202018%2039%20-%20IR.pdf
_version_	1747812653045121024

Improving customer billing telephony using User Experience (UX) approach

Similar Items