End user behavior and performance feedback for service analysis

Abstract

The Quality of Service (QoS) is already a major concern for operators, but things are changing and, although in many cases better QoS results in better Quality of Experience (QoE), fulfilling the required performance parameters is not a synonym of satisfied users. QoE conditions can immediate response on the user satisfaction and thus the goal of QoS assurance should be to promote a better QoE. This will give the operator a deeper sense of the contribution of network's performance to the overall level of customer satisfaction in terms of reliability, availability, scalability, speed, accuracy and efficiency. We evaluate the relationship between QoE and QoS in order to predict the impact of the end user behavior on the network and the impact of the network resources on the QoE. The main goal of this study is to provide the operators with mechanisms to give end users what they really need.