標題: Evaluating Cloud Computing Based Telecommunications Service Quality Enhancement by Using a New Hybrid MCDM Model
作者: Huang, Chi-Yo
Hsu, Pei-Chu
Tzeng, Gwo-Hshiung
科技管理研究所
Institute of Management of Technology
關鍵字: Cloud computing;cloud-based services;infrastructure as a service (IaaS);service quality;DEMATEL (Decision Making Trail and Evaluation Laboratory);hybrid MCDM (Multiple Criteria Decision-Making);GRA (Grey Relational Analysis)
公開日期: 2012
摘要: The fast emergence of the cloud based computation fulfills modern telecommunication serve firms\' requirements for massive computation and storage space with very low costs. However, how the cloud-based service quality can be enhanced, how customers\' needs can be fulfilled, and how firms\' profits can be maximized were seldom discussed. Thus, this research aims to provide a new hybrid MCDM model combining DEMATEL and ANP based framework and Grey Relational Analysis (GRA) for improving to close the service quality gap, fulfill customers\' satisfactory and maximize profits in interdependence and feedback problems among dimensions/criteria. An empirical case study bases on enhancing the service quality of a Taiwanese mobile telecommunication firm\'s application of cloud computation as the billing system. In results of this case study, the expertise in dynamic capacity management and new education and training should be the most important strategies for service quality enhancement to be introduced.
URI: http://hdl.handle.net/11536/135456
ISBN: 978-3-642-29977-3
978-3-642-29976-6
ISSN: 2190-3018
期刊: INTELLIGENT DECISION TECHNOLOGIES (IDT'2012), VOL 1
Volume: 15
起始頁: 519
結束頁: 536
Appears in Collections:Conferences Paper