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Analyzing French and Italian iPhone 4S Mobile Cloud Customer Satisfaction Presented by Organizational Sustainability Modeling
Abstract
This chapter explains the use of Organizational Sustainability Modeling (OSM), a model to evaluate the status of risk and return for Cloud Computing including Mobile Cloud, where the customer satisfaction rate is an important indicator. The authors describe how to use OSM to collect and analyze French and Italian 2011 data, in which the iPhone 4S Cloud service is used as the representation for Mobile Cloud industry. OSM data analysis shows that French and Italian data have declined customer satisfaction, being affected by the economic downturn. There are medium-high uncontrolled risks and good data consistencies in both countries. The use of 3D Visualization helps further data analysis and interpretation. Comparisons between French and Italian data are presented, and rationale for their similarities and differences are explained in detail. Additionally, OSM and other similar methods are compared. Due to the capabilities to support both quantitative and qualitative approaches with support from real case studies, OSM is a better method to analyze customer satisfaction in Mobile Cloud.
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