Integrating user-perceived quality into Web server design
Computer NetworksPublished 1 June 2000
Nina Bhatti, Anna Bouch, Allan Kuchinsky
Citations346
SJR quartileQ1
SJR score1.17
SNIP1.37
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TL;DR
This paper presents experiments designed to estimate users' tolerance of QoS in the context of e-commerce and discusses contextual factors that influence these thresholds and shows how users' conceptual models of Web tasks affect their expectations.
Abstract
As the number of Web users and the diversity of Web applications continues to explode, Web Quality of Service (QoS) is an increasingly critical issue in the domain of e-commerce. This paper presents experiments designed to estimate users' tolerance of QoS in the context of e-commerce. In addition to objective measures, we discuss contextual factors that influence these thresholds and show how users' conceptual models of Web tasks affect their expectations. We then show how user thresholds of tolerance can be taken into account when designing Web servers. This integration of user requirements for QoS into systems design is ultimately of benefit to all stakeholders in the design of Internet services.
Keywords
Computer ScienceSocial Sciences
Usability Engineering
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