期刊名称：International Journal of Information Engineering and Electronic Business
印刷版ISSN：2074-9023
电子版ISSN：2074-9031
出版年度：2020
卷号：12
期号：6
页码：39-50
DOI：10.5815/ijieeb.2020.06.04
出版社：MECS Publisher
摘要：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. .
关键词：Quality of Experience (QoE); Bank; Quality of Service (QoS); Performance;
