IEICE TRANSACTIONS on Communications
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A Generalizable Methodology for Quantifying User Satisfaction
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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.
- Publication
- IEICE TRANSACTIONS on Communications Vol.E91-B No.5 pp.1260-1268
- Publication Date
- 2008/05/01
- Publicized
- Online ISSN
- 1745-1345
- DOI
- 10.1093/ietcom/e91-b.5.1260
- Type of Manuscript
- Special Section INVITED PAPER (Special Section on Communication Quality)
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Te-Yuan HUANG, Kuan-Ta CHEN, Polly HUANG, Chin-Laung LEI, "A Generalizable Methodology for Quantifying User Satisfaction" in IEICE TRANSACTIONS on Communications,
vol. E91-B, no. 5, pp. 1260-1268, May 2008, doi: 10.1093/ietcom/e91-b.5.1260.
Abstract: 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.
URL: https://global.ieice.org/en_transactions/communications/10.1093/ietcom/e91-b.5.1260/_p
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@ARTICLE{e91-b_5_1260,
author={Te-Yuan HUANG, Kuan-Ta CHEN, Polly HUANG, Chin-Laung LEI, },
journal={IEICE TRANSACTIONS on Communications},
title={A Generalizable Methodology for Quantifying User Satisfaction},
year={2008},
volume={E91-B},
number={5},
pages={1260-1268},
abstract={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.},
keywords={},
doi={10.1093/ietcom/e91-b.5.1260},
ISSN={1745-1345},
month={May},}
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TY - JOUR
TI - A Generalizable Methodology for Quantifying User Satisfaction
T2 - IEICE TRANSACTIONS on Communications
SP - 1260
EP - 1268
AU - Te-Yuan HUANG
AU - Kuan-Ta CHEN
AU - Polly HUANG
AU - Chin-Laung LEI
PY - 2008
DO - 10.1093/ietcom/e91-b.5.1260
JO - IEICE TRANSACTIONS on Communications
SN - 1745-1345
VL - E91-B
IS - 5
JA - IEICE TRANSACTIONS on Communications
Y1 - May 2008
AB - 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.
ER -
English
