[PDF] - 1 EuroNGI -Related Activities Leader of Joint Research Activity PDF Document

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The Role of Quality Feedback for Perceived Service Dependability

My Ow n Background ( 1 )

Moved from the network towards the user ☺

Service issues since 1992 – Admission control, dimensioning

perception in 2000 – ”Kilroy”-Indicator 2002 co-developed with Kurt Tutschku, University of Würzburg

– Implications of IT problems

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EuroNGI -Related Activities

– Joint Research Activity JRA.6 “Socio- Economic Aspects of Next Generation Internet” – Work Package WP.JRA.6.1 “Quality of Service from the users’ perspective and feedback mechanisms for quality control” – Work Package WP.JRA.6.3 “Creation of trust by advanced security concepts”

– Improved discovery of end-to-end problems – Improved quality feedback facilities

My Ow n Background ( 2 )

and Services since 2003 – Timely delivery is crucial (dependability, safety) – Network Selection Box (GPRS/ UMTS/ WLAN) – How to match technical parameters and user perception?

paid to user-related issues by ”our” scientific community

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Thesis 1 : Users do have – som etim es unconscious – expectations regarding I CT perform ance

Quality Problem s?!?

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Perception of Response Tim es

Reacts promptly There is a delay Flow of thoughts interrupted Un- interesting Boring

parameters such as Round Trip Time (RTT),

Som e User Reactions ( 1 )

latencies when composing a computer in a web shop and had to rate the service quality

coming together on the process makes us more tolerant

company...it should look good, it should be fast

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Som e User Reactions ( 2 )

nearly as bad as just sitting there waiting and again you don’t know whether you’re stuck

busy, there may be some delays, you might want to visit later. You’ve told me now. It I decide to go ahead, that’s my choice.

to the quickness, then you want it all the time

Consequences?

[ 2] summarises:

frustration over the product or service and the inability of the provider/ operator to deal with this effectively

there are 29 others who will never call.

before defecting – they will simply leave once they become unsatisfied. Shortcom ings in perceived dependability are likely to cause churn!

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Quality of Experience ( QoE)

than QoS: ”how a user perceives the usability of a service when in use – how satisfied he or she is with a service” [ 2] .

– End-to-end network QoS – Factors such as network coverage, service

– Subjective factors such as user expectations, requirements, particular experience

leave and take others with him/ her.

Quality of Experience ( QoE)

– Reliability (service quality of accessibility and retainability)

– Comfort (service quality of integrity KPIs)

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Thesis 2 : There is a need for m ore explicit feedback to m ake the user feel m ore confident

Section 2.4

Typical Feedbacks

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Types of Feedback

– Positive/ negativ acknowledgements

– Asynchronous notifications

– Can be obtained through observing whether/ how a process is happening – Dominating Internet as of today

1 . Feedback From the Netw ork

Within the network stack: control packets

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2 . Feedback From the Application

(e.g. Skype, videoconferencing)

itself

3 . Feedback From the User

Implicit: give up / churn Explicit:

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4 . Feedback From the Service Provider

– Service provider = primary point of contact for the user of a service – User relieved from having to search for the problem (which is the service provider’s business)

The Auction Approach

Chapter 5

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Feedback Provided by Bandw idth Auctions

even service) provider

The AutoMon Approach

Chapter 6

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AutoMon Feedback

element in a self-organising monitoring overlay

in case of perceived problems

Thesis 3 : The user needs to be relieved from decisions based on incom plete feedback

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Status

Internet usage still implies a high degree of self-service

connectivity, the rest is left to the user)

provides both opportunities and nightmares

by some, worse by others)

(s)he really know about the implications?

System): might help, but will the Internet community accept that?

Status

Issues:

parameters match each other? – Solved for some applications

– ”my” task is performed and completed – ”my” problems are detected and worked on in time?

– Rough indications available

– cf. airlines and (some) train companies Solving these issues increases dependability perception and thus trust

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W ishlist

– Application of self-organisation principles

– Clear guidelines and indications regarding (im-)possibilities

– Signalling of success or failure

– Action on behalf of the user

References

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