Tech Report: HPL-2000-4:Quality is in the Eye

Bouch, Anna ; Kuchinsky, Allan ; Bhatti, Nina

HP Development Company

关键词: Internet;    Quality of Service;    user perception;   

RP-ID  :  HPL-2000-4

学科分类：计算机科学（综合）

美国|英语

来源: HP Labs

【 摘 要 】

Growing usage and diversity of applications on the Internet makes Quality of Service (QoS) increasingly critical [15]. To date, the majority of research on QoS is systems oriented, focusing on trafficanalysis, scheduling, and routing. Relatively minor attention has been paid to user-level QoS issues. It is not yetknown how objective system quality relates to users' subjective perceptions of quality. This paperpresents the results of quantitative experiments thatestablish a mapping between objective and perceived QoS in the context of Internet commerce. We also conducted focusgroups to determine how contextual factors influence users' perceptions of QoS. We show that, while users'perceptions of World Wide Web QoS are influenced by a number of contextual factors, it is possible to correlate objective measures of QoS with subjective judgements made by users, and therefore influence system design. We argue that only by integrating users' requirements for QoS into system design canthe utility of the future Internet be maximized. 8 Pages