A Study of Web Design for Customer Billing Telephony System Using User Experience (UX) Approach

  • Abstract
  • Keywords
  • References
  • PDF
  • Abstract

    Telecommunications industry has gone through series of development efforts to make services available to consumers and to provide quality services. The hardest challenge in telecommunications industry is to meet the customer satisfaction in billing system such as the accurate billing, easy to understand and resolving billing issue, the billing problem resolution speed, the service cost performance, rate discount degree, and rate communication. Hence, the improvement of these issues can enhance the customer satisfaction. User Experience (UX) is an approach that takes in consideration on user’s preference, emotions, physical and psychological responses, perceptions, behavior that occur before, during and after using the system in designing the user interfaces. Obviously, this creates innumerable design and experience opportunities which represent the holistic view with of the pragmatic aspect and hedonic aspect. Nowadays, UX is becoming an important issue in developing web based system and it has been discussed by many researchers. This research is focus on a study of customer billing telephony system in order to decrease the challenges in telecommunications industry. A survey conducted to collect data from the customers of telecommunication industry.  The result shows that the improvement of billing system is needed to improve the efficiency and correctness in billing process.  It is expected that by implementing the UX approach, it will improve the customer billing telephony system. In addition, it gives the positive perceptions and experiences of a service in order to increase the customer satisfaction.



  • Keywords

    Web Design; Customer Billing Telephony System; User Experience (UX) Approach

  • References

      [1] Hunter JM and Thiebaud ME, Telecommunications Billing Systems: Implementing and Upgrading for Profitability, Professional Telecommunications, New York City: McGraw-Hill. (2003), pp: 458.

      [2] Romanus AC), “Computerised Telephone Billing System”, IOSR Journal of Applied Physics, Vol. 6, Issue 2, (2014), pp. 13-20.

      [3] Sarkar, S., Billing Solution for Telecom Sector, Symbiosis Institute of Telecom Management, Pune, (2004).

      [4] Rajeshkumar S, Omar R and Mahmud M., “Taxonomies of User Experience (UX) Evaluation Methods”, Proceeding of 3rd International Conference on Research and Innovation in Information Systems (ICRIIS’13) Research and Innovation in Information Systems, (2013), pp: 533-538.

      [5] Santouridis I and Trivellas P., “Investigating the Impact of Service Quality and Customer Satisfaction on Customer Loyalty in Mobile Telephony in Greece”, The TQM Journal, Vol. 22 Issue: 3, (2015), pp.330-343.

      [6] Akpoyomare OBE, Patrick LKA, Salome IO and Victor OA. “Determinants of Customer Satisfaction and Loyalty in the Nigerian Telecommunications Industry”, British Journal of Marketing Studies, Vol.2, No.5, (2014), pp.67-83.

      [7] Simon M and Krishna G, “Exploring customer loyalty in the South African mobile telecommunications sector”, Business & Management Journal, Vol. 4 Issue 1, (2017), pp.1-16.

      [8] Pensri P and Rajabhat R., “An Efficient of Secure Mobile Phone Application for Multiple Bill Payments”, Proceeding of 30th International Conference on Advanced Information Networking and Applications Workshops (WAINA), Crans-Montana, Switzerland, (2016), pp: 487-492.

      [9] Huang Y and Wang B., “Central Billing System for Personal Bills”, International Journal of Innovation, Management and Technology, Vol. 5, No.4, (2014), pp. 323-326.

      [10] Im H, Seo DH, Bark DH and Park ST, “An Exploratory Study on Service Quality Measurement of the Fourth Generation Mobile Telecommunication: The Case of the Korean Market”, Indian Journal of Science and Technology, Vol. 8, No. 21, (2015), pp. 1-12.

      [11] Al Sharif HAY, Master Thesis, Accuracy Investigation of the of Billing Systems in Sudanese Telecommunication Companies, (2016).

      [12] Azharuddin, Javed A, Hanif A, Azam MA, Hussain T., “Development of Postpaid and Prepaid Billing System for ISPs”, Proceedings of the IOARP International Conference on Communication and Networks. London, United Kingdom, (2015), pp: 31-37.

      [13] Sharma RB, “Customers Satisfaction in Telecom Sector in Saudi Arabia: An Empirical Investigation”, European Scientific Journal, Vol.10, No.13, (2014), pp. 354-363.

      [14] Oghojafor BE, Ladipo KA, Ighomereho OS, Odunewu AV, “Determinants of Customer Satisfaction and Loyalty in the Nigerian Telecommunications Industry”, British Journal of Marketing Studies Vol.2, No.5, (2014), pp. 67-83.

      [15] Garrett JJ (2002), Elements of User Experience: User-Centred Design for the Web. New Riders Press, USA.

      [16] Faily S, “Engaging Stakeholders in Security Design: An Assumption Driven Approach”, Proceedings of the Eighth International Symposium on Human Aspects of Information Security & Assurance (HAISA 2014), (2014), pp: 21-29.




Article ID: 23357
DOI: 10.14419/ijet.v7i4.31.23357

Copyright © 2012-2015 Science Publishing Corporation Inc. All rights reserved.