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研究生:簡瑟芬
研究生(外文):Se-Fen Chien
論文名稱:探勘電信帳務整合服務帳單資料之研究
論文名稱(外文):Mining on the Convergent Billing Services Data for Telecommunication Business
指導教授:林昭陽林昭陽引用關係許中川許中川引用關係
指導教授(外文):Chau-Young Ivan LinChung-Chain Hsu
學位類別:碩士
校院名稱:國立雲林科技大學
系所名稱:資訊管理系碩士班
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2003
畢業學年度:91
語文別:中文
論文頁數:60
中文關鍵詞:顧客關係管理資料探勘整合性帳務服務
外文關鍵詞:Customer Relationship ManagementConvergence Billing ServicesData Mining
相關次數:
  • 被引用被引用:0
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  • 收藏至我的研究室書目清單書目收藏:1
隨著電信市場開放,各家業者興起提供多樣化的整合性服務。根據研究調查,多數的客戶會擁有多樣的電信服務,為了能夠全面性的滿足顧客的需要,以減少顧客考慮選用另一電信公司的機會,無不重新思考電信服務之觀念以及提出新的電信服務模式,以滿足顧客需要。以帳務處理是客戶關係重要一環,而整合性帳務服務更是提昇客戶關係管理效能最重要的工作之一。
企業的帳務系統累積大量經營資料,其中往往隱含著有助於企業決策的知識與情報在其中。因此,如何藉由資料探勘的技術從龐大的顧客資料中找出顧客的特徵與需求等有用的資訊,並透過完善顧客關係管理策略的運用,提高顧客的忠誠度與企業之獲利,是企業致力的重要課題。本研究以電信帳務整合服務之客戶資料庫為基礎,協助企業探勘目的有三,(一)深入了解目前客戶使用整合服務之屬性,分析並找出能改善服務品質的有效資訊,以強化客戶滿意整合服務的基礎;(二)分析的客戶購買多項服務的使用資料,以提供行銷人員於既有顧客拓展各項新服務之各項有效資訊;(三)將帳務整合服務知識規則外顯化。研究中利用「決策樹分類法」、「類神經分類法」及「關聯式法則」等探勘技術,將客戶的消費行為之知識以外顯化表達方法,並交由專家分析與評估,幫助企業規劃與設計更貼近客戶需求之整合服務產品,以滿足不同層次顧客的需求,執行有效顧客關係管理。
As deregulation opens up the telecommunications industry, the telecommunications market has increased more converging communications services. According to investigation, suppliers of telecommunication services are facing heavy competition due to the ever increasing needs from customers for more and better converging communication services, the suppliers consider to deliver these services must become more suitable and creative.
The study attempts to acquire hidden knowledge by means of the technology of data mining from the huge data stored in a telecommunication billing database, which is used to support large customers’ convergence billing services activity. Through this study, we discover two kinds of customer behavioral information: characterization of convergence service and behavior of purchasing. The characterization of convergence service enables us to better understand customers for increasing customer satisfaction and royalty. The behavior of association purchasing will support enterprise for marketing strategic. The mining methodology adopted is based on some of techniques taken from artificial intelligence, such as: decision tree, neural networks of classification, and association analysis, have been widely adopted to acquire customer knowledge patterns. Beside the pattern extraction, we make this knowledge explicit by rules and visualization link chart resulting in an actionable format to business managers, who understand customers’ needs and patterns and design proper relationship strategies based on discovered informative characteristics.
摘要
壹、緒論
1.1研究背景與動機
1.2研究目的
1.3論文架構
1.3研究範圍與限制
貳、文獻探討
2.1電信整合服務興起
2.2顧客關係管理
2.3知識發掘流程與資料探勘
2.4資料探勘與電信應用
2.4資料探勘技術
2.4.1決策樹分類法
2.4.2類神經網路分類法
2.4.3關聯分析法
參、研究架構
3.1整合服務之探勘架構
3.2整合服務帳單資料庫
3.3前置處理
3.4領域知識
3.5資料探勘方法
3.5.1決策樹分類法
3.5.2類神經網路分類法
3.5.3關聯式法則
3.6專家分析與評估
肆、實驗與結果分析
4.1實驗資料與環境
4.2前置處理過程
4.3決策樹分類及特徵擷取實驗
4.4類神經網路及特徵擷取實驗
4.5關聯式法則及特徵擷取實驗
4.6結果分析
伍、結論與未來研究
參考文獻
英文文獻
中文文獻
附錄
英文文獻
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中文文獻
1.林昭陽等,2002,"中華電信帳務共同資料庫系統之應用─合約與帳單管理",電信科技研討會。
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