A Generalizable Methodology for Quantifying User Satisfaction

Te-Yuan HUANG  Kuan-Ta CHEN  Polly HUANG  Chin-Laung LEI  

IEICE TRANSACTIONS on Communications   Vol.E91-B   No.5   pp.1260-1268
Publication Date: 2008/05/01
Online ISSN: 1745-1345
DOI: 10.1093/ietcom/e91-b.5.1260
Print ISSN: 0916-8516
Type of Manuscript: INVITED PAPER (Special Section on Communication Quality)
human perception,  internet measurement,  quality of service,  survival analysis,  network games,  VoIP,  

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Quantifying user satisfaction is essential, because the results can help service providers deliver better services. In this work, we propose a generalizable methodology, based on survival analysis, to quantify user satisfaction in terms of session times, i.e., the length of time users stay with an application. Unlike subjective human surveys, our methodology is based solely on passive measurement, which is more cost-efficient and better able to capture subconscious reactions. Furthermore, by using session times, rather than a specific performance indicator, such as the level of distortion of voice signals, the effects of other factors like loudness and sidetone, can also be captured by the developed models. Like survival analysis, our methodology is characterized by low complexity and a simple model-developing process. The feasibility of our methodology is demonstrated through case studies of ShenZhou Online, a commercial MMORPG in Taiwan, and the most prevalent VoIP application in the world, namely Skype. Through the model development process, we can also identify the most significant performance factors and their impacts on user satisfaction and discuss how they can be exploited to improve user experience and optimize resource allocation.