Abstract
Quality of Experience (QoE) is considered as a multidisciplinary concept that measures the overall network service quality perceived by customers. QoE management focuses on the journey of QoE and traditionally deals with five main management aspects: QoE modelling, monitoring, measurement, prediction, and optimisation. There are several studies have been proposed for assessing and managing QoE in the area of multimedia and network communication services. However, in the context of Web Services, it is noted that most QoE studies have not paid attention to the aspects of Web engineering and architecture, which provide the knowledgebase and theories required for facilitating the QoE management of Web Services. Consequently, this paper presents a novel model that is appropriate for managing QoE of Web Services. The model defines a set of QoE factors derived from Web quality models such as ISO 9241 to assess QoE through five processes that are developed iteratively to model, monitor, measure, predict, and optimise QoE.
Published Version
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