Browsing by Author "Smura, Timo"
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- Edistyneiden ominaisuuksien yleistyminen matkapuhelimissa
Elektroniikan, tietoliikenteen ja automaation tiedekunta | Bachelor's thesis(2008) Kuusela, Niko - Handling Customer Complaints during the After-Sales Service: Mobile Terminals
School of Electrical Engineering | Licentiate thesis(2014) Mwegerano, Andi MawazoThis thesis examines how customer complaints regarding mobile terminals are handled and managed during the after-sales phase. Mobile communication devices have become essentials of daily life in most parts of the world. The annual increase in the number of mobile handsets produced and sold brings challenges in maintaining standards of performance in accordance with customer expectations. Such expectations give rise to the issues of device quality and service quality. By reviewing existing literature, four published articles, and a proceedings paper, this thesis analyzes the best strategy for improving the handling of customer complaints regarding mobile terminals. The case studies in the articles employ different statistical methods for analyzing different variables and parameters that affect customer satisfaction, loyalty, and retention. The articles focus only on the customer-raised technical problems that are encountered in mobile terminals deployed in the field. The main customers in the current thesis are authorized service vendors that interact with terminal end-users. The statistical methods in the aforementioned articles are used to create a model that is useful for significantly optimizing problem resolution time. Results show that the perceived quality of problem resolution is closely associated with the perceived quality of problem description and perceived quality of the time spent in resolving problems. On the basis of the findings, several managerial implications are established. As a rule, training on new products should be provided to internal and external service staff to effectively manage the problems raised by customers in the field. Communication between mobile manufacturers and authorized vendors should be maintained on a regular and systematic manner to capture the business opportunities available to both parties. Such opportunities can be evaluated through panel analysis. - WiMAX-tekniikan käyttöönotto Suomessa
Helsinki University of Technology | Master's thesis(2007) Aslamaa, Lasse - Langattomat laajakaistaverkot ja radiotaajuudet
Elektroniikan, tietoliikenteen ja automaation tiedekunta | Bachelor's thesis(2008) Laine, Teemu - Mobile Service Usage and Business Models in Wireless Local Area Networks
Elektroniikan, tietoliikenteen ja automaation tiedekunta | Master's thesis(2009) Abebe, BeyeneThe usefulness of knowing end- user behavior is becoming important for all key players of the mobile industry (including mobile service providers, device manufacturers and mobile operators) in order to promote new mobile services and win customers in the highly competitive market. Here end-user behavior refers to when and where people use mobile devices, and for what purpose and which access technologies they use. This thesis studies the end-user behavior by analyzing the data (using statistical and visualization tools available in SPSS and Excel) collected from Finnish panelists owning a Nokia phone based on the S60 platform. The results of the handset-based measurement analysis highlight the usage of different applications, the usage of different access networks (e.g. WCDMA, GPRS, EDGE and WLAN) and the daily data usage of WLAN and non-WLAN users with mobile handsets. In addition to the handset-based measurement analysis, in this thesis, a system dynamics model is proposed (using Vensim PLE software) to study how network connectivity will be provided to indoor located devices in the future. The model is developed based on the scenarios for the future of the local area access provisioning and consists of four interrelated domains: User (Demand) domain, Infrastructure (Supply) domain, Spectrum Regulation and Technology (Supply) domain and Market Share domain. The domains focused on end-user dynamics, infrastructure dynamics, spectrum regulation and technology dynamics and market share dynamics, respectively. The main objective of developing the model is not to find and simulate exact numerical values but to gain a broad level of understanding about the dynamics of forces that affect the future of local area access provisioning. The system dynamics model proposed in this thesis mainly addresses the question, "what are the possible evolution paths (business models) of the future of the local area access provisioning?" and highlight the dynamics of forces that influence the structure and development of network connectivity to indoor located devices over the next 6 years (2009-2015). - Potential effects of chatbot technology on customer support: A case study
Perustieteiden korkeakoulu | Master's thesis(2019-06-19) Nguyen, TungThis study analyzed an experiment with using a chatbot for the customer support department at the case company. A modified version of the updated DeLone and McLean information system success model was utilized to evaluate potential effects of the chatbot on the operation of the customer support. Five dimensions of the model were measured before and after the chatbot implementation and then compared to determine if the chatbot can help improve the customer experience with the customer support of the case company. Responses from 60 customers who had used the chatbot were obtained through a web-based survey. Results indicated that the addition of a chatbot to a traditional customer support model can improve customer experience, mainly on responsiveness measure, while maintain a similar level on information quality, system quality and user satisfaction dimensions. Results also suggested that unsuccessful chatbot attempts which require further human involvement may not necessarily worsen customer experience as many expect. Based on the experiment, the study also provided three suggestions for firms when planning to adopt chatbot technology. First, the potential of chatbot should not be overestimated, it cannot replace human agents completely in customer support. Second, chatbot should handle only simple enough tasks and leave the more complex and trickier ones to human. And third, building a chatbot is a continuous process that requires careful resource planning not only for the initial development but also for the later stage of analyzing and turning conversations of the chatbot. - Techno-economic analysis of IEEE 802.16a-based fixed wireless access networks
Helsinki University of Technology | Master's thesis(2004) Smura, TimoThe popularity of broadband Internet access services has increased significantly among the Finnish households during the past few years. At the same time, the development of wireless technologies has been rapid. As a result of these trends, fixed wireless access (FWA) networks have been proposed as a possible competitor to other broadband access technologies, such as digital subscriber line (DSL) systems. Recently published technical standards from IEEE and ETSI are expected to improve the position of FWA networks as an alternative access technology. Certified interoperability, lower prices, non-line-of-sight capabilities, and customer-install able end-user terminals are hoped to fix the major problems of earlier generations of FWA systems. In the thesis, a techno-economic analysis was carried out to determine the feasibility and competitiveness of IEEE 802.16a-based FWA networks in providing broadband Internet access to residential customers. A techno-economic framework and tool developed in several European research projects was applied to analyse the networks. The results from the analysis show that the cost structure of FW A networks is not currently competitive with DSL in densely populated urban and suburban areas. This results from the high equipment prices and relatively low coverage and range of the networks. In the future, however, FWA networks will provide access also for portable and mobile terminals, making the business case more favourable. - Techno-economic modelling of wireless network and industry architectures
School of Electrical Engineering | Doctoral dissertation (article-based)(2012) Smura, TimoRapid innovation in the domains of wireless communications and Internet brings new opportunities and challenges for the industry stakeholders. As Internet services and applications migrate to mobile devices, increasing demands for wireless networks arise. At the same time, increasing uncertainty exists about the role of different wireless technologies and actors providing services in the future network environment. Decision-making and forecasting requires therefore a holistic view, taking into account technology, business, and policy-related aspects. This dissertation applies and develops techno-economic modelling methods for the study of wireless networks and services in the context of evolving industry architectures. The research is organised both chronologically and logically into two parts: 1) techno-economic modelling of selected wireless network and industry architecture scenarios, and 2) development of the techno-economic modelling methods in selected areas. The dissertation makes several contributions to the theory and practice of techno-economic modelling. First, the dissertation explores the use of the predominantly technology-focused modelling methods in studying alternative industry architectures. Three separate techno-economic modelling studies are presented, analysing the feasibility of fixed WiMAX network deployments, virtual operator models in mobile networks, and industry architectures for DVB-H -based mobile television. In each of these studies, a systematic modelling process is followed, consisting of the following steps: market and service definition, technology definition, industry architecture definition, revenue modelling, cost modelling, discounted cash flow analysis, and sensitivity analysis. Second, the dissertation advances the theory and practise of techno-economic modelling in selected areas. A novel approach for planning and forecasting technology product evolution and new product feature diffusion is developed, combining existing models of product category diffusion and product unit replacement behaviour with a previously unexplored phenomenon of product feature dissemination. In addition, a holistic framework for analysing the usage of mobile services is developed, linking available usage measurement points to the four main technical components of mobile services: devices, networks, applications, and content. The framework is utilised in a study of mobile data service usage in Finland. Finally, scenario planning methods are used to manage and bound uncertainties related to the future of local area access networks, and more generally suggested as a complement to techno-economic modelling in defining and selecting the technology and industry architectures for analysis.