Abstract
The ultimate benefit of the Internet of Things (IoT) is to improve quality of life by supporting the automation and interconnection of various services; this interconnection includes public facilities in platforms such as smart cities. IoT implementation is believed to improve services and yield additional benefits. However, assessment of how the IoT brings such an experience to users is still a challenge that is not yet standardized. Given that little research has discussed this issue, this paper aims to formulate a framework for measuring the quality of experience (QoE) regarding IoT services on the basis of the Absolute Category Rating with Hidden Reference (ACR-HR) scale, which measures the perception of experience by having the IoT users provide scores for their experiences before and after IoT implementation. The proposed framework consists of 5 steps: setting up the focus of the IoT services and the QoE parameters being assessed, defining users of IoT services, conducting a mean opinion score (MOS) survey of the users, calculating the DMOS (differential MOS) on the basis of the ACR-HR quantitative scale, and finally providing the strategic implications to those who implement the service. To test the proposed framework, we have conducted a proof of concept by measuring the QoE for the IoT services in the Jakarta Smart City platform. Six institutional users operate the IoT for their public services, ranging from fire and rescue brigades to public bus transportation. The results imply that the IoT-based services provide a good experience to institutional users when compared to the state of services without IoT. A strategic implication is that some features of Jakarta Smart City must be evaluated and improved to increase the level of satisfaction of users. To conclude, our framework is sufficiently reliable in measuring the QoE for IoT-based services and can be recommended for use for any other IoT-type service.
Highlights
Similar to other technological innovations, the ultimate advantage of the Internet of Things (IoT) is its ability to bring solutions to everyday aspects of life so that people can improve their quality of life [1]
This paper reports our work on proposing a generic framework for measuring the quality of experience (QoE) of IoT services on the basis of the Absolute Category Rating with Hidden Reference (ACR-HR) scale
This is a strategic opportunity for future improvements in the application of advanced services that shall satisfy the actual definition of the IoT, i.e., to utilize data collected by sensors and actuators embedded in machines and other physical objects that are interconnected for advanced services that can provide solutions to increase efficiency and productivity and assist in decision-making [1]
Summary
Similar to other technological innovations, the ultimate advantage of the Internet of Things (IoT) is its ability to bring solutions to everyday aspects of life so that people can improve their quality of life [1]. This paper reports our work on proposing a generic framework for measuring the QoE of IoT services on the basis of the Absolute Category Rating with Hidden Reference (ACR-HR) scale. THE PROPOSED GENERIC FRAMEWORK FOR MEASURING THE QoE OF IoT-BASED SERVICES The theory of technological innovation management suggests that any innovation should apply a diagnostic tool to define a strategic plan for change improvement [28]. In this context, analytical results from QoE measurement can be regarded as part of the technological innovation diagnostic tool. The defining case is the IoT-based services implemented in Jakarta Smart City
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