NDLI: Detecting user dissatisfaction from passive monitoring

Content Provider	IEEE Xplore Digital Library
Author	Arvidsson, A. Ying Zhang Beheshti, N.
Copyright Year	2013
Description	Author affiliation: Packet Technol., Ericsson Res., Stockholm, Sweden (Arvidsson, A.) \|\| Packet Technol., Ericsson Res., San José, CA, USA (Ying Zhang; Beheshti, N.)
Abstract	In an increasingly competitive environment it is more important than ever for operators to keep their end users satisfied. User satisfaction is often characterised in terms of Quality of Experience (QoE), a subjective metric with multiple dimensions such as expectations, content, terminal, environment, cost and performance. QoE is typically quantified as MOS, mean opinion score, which is obtained by averaging the ranks of a number of voluntary users for controlled combinations content/terminals/performance etc. While this approach has many advantages, there are also a number of difficulties such as representativeness (the number of users as well as the number of objects and devices all have to be kept small); validity (the results may be biased by the situation, the setting, the renumeration and so on); and applicability (it is not clear how different numbers map to notions such as “acceptable” or “unacceptable” and operators alone cannot do very much about factors such as content). We thus investigate the possibilities of detecting user opinions in the above, simplified, terms and from the network itself; with actual expectations, content, terminals, environments, costs and performance for virtually all users all the time. To this end we revisit the earlier suggestion that user opinions be reflected in their behaviour such that poor performance may result in interrupted requests. These works have, however, considered single flows hence we extend that idea to web pages which are groups of flows. In this paper we present our methods to group flows, interpret users, and characterise performance and we make a first assessment of the correlations between web page interruptions and network performance characteristics.
Starting Page	147
Ending Page	153
File Size	608121
Page Count	7
File Format	PDF
ISBN	9781467322300
e-ISBN	9781467322324
DOI	10.1109/EUROCON.2013.6624979
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2013-07-01
Publisher Place	Croatia
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Throughput Web pages Time factors Quality of service Delays Browsers
Content Type	Text
Resource Type	Article

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