Table 3.
Themes in the FGD thematic analysis.
| No | Codes∗ | Themes |
|---|---|---|
| 1 | Customer (IoT-based industry) communication channel. | R2A, O2P, R2C, T2C, P2S, C2S |
| 2 | Managing contacts of a new customer (smart city). | R2A |
| 3 | Feasibility study team to manage the request. | R2A |
| 4 | Technical documentation on IoT device connectivity. | R2A |
| 5 | The new activation to be accommodated immediately. | O2P |
| 6 | The growth capacity able to provide the additional traffic load request. | O2P |
| 7 | The customer (IoT-based industry) service usage record. | U2P |
| 8 | Managing the rating and billing scheme. | U2P |
| 9 | Managing the bill payments and receivables. | U2P |
| 10 | Ability to receive and process the service request, the CRM. | R2C |
| 11 | Tracking the service order progress. | R2C |
| 12 | Checking the billing status, before the termination process. | T2C |
| 13 | Ability to receive and process the termination request. | T2C |
| 14 | Termination of customer/service can increase network capacity. | T2C |
| 15 | Mobile apps T-Apps show the problem status by real-time. | P2S |
| 16 | Managing the problem report. | P2S |
| 17 | Managing the Service Level Agreement (SLA). | P2S |
| 18 | Managing the problem from internal network monitoring reports, though integrated operation center (IoC). | P2S |
| 19 | Managing the industry report complaint. | C2S |
| 20 | Managing customer satisfaction. | C2S |