A COMPUTER SYSTEM, METHOD AND PROGRAM TO QUANTIFY QUALITY OF SERVICE PROVISION

摘要

A computer system (2) operable to quantify quality of service provision, the computer system (2) comprising: a data log (4) configured to store comments made by one or more users regarding a service; a data extraction module (6) configured to extract one or more service pathway instances from the data log (4); a comparison module (8) configured to select one of the extracted pathway instances and compare the selected pathway instance with one or more representative pathways; and a calculation module (10) configured to calculate a quality of service provision value based on the similarity between the selected pathway instance and the representative pathways.