Abstract
Modern users are accustomed to always-accessible networks ready to serve all of their communication, entertainment, information, and other needs, at the touch of their devices. Spoiled with choices provided on the competitive markets, the risk of customer churn makes network and service providers sensitive to user Quality of Experience (QoE). Services that enable people to work and industries to function in these pandemic times, such as the telemeeting service, are becoming ever more critical, not just for the end-users but also for the providers. Nevertheless, the heterogeneity of end-users network environments and the uniqueness of the service (bidirectional video and audio transmissions and interactivity between the meeting peers) imposes specific QoE requirements. Hence, this paper focuses on understanding how different service quality degradations affect user perception and frustration with such impaired service. The impact of eight quality degradations was analyzed. Based on the conducted user study, we used the multiple regression analysis and developed three models capable of predicting user Level of Frustration (LoF) for the specific degradations that we have analyzed. The models work with the User Frustration Susceptibility Index (UFSI), which categorizes users into groups based on their tendency to become frustrated with the impaired service.
Highlights
Because of the unique circumstances imposed by the pandemic COVID-19, societies worldwide were forced to rethink and reshape their everyday work and living habits
We decided to group the degradations when we discovered that the survey participants affected by one type of service impairment are more susceptible to others from the same group
We have extended our understanding of how different quality degradations during telemeetings are related and how they affect users
Summary
Because of the unique circumstances imposed by the pandemic COVID-19, societies worldwide were forced to rethink and reshape their everyday work and living habits. In adapting to the new conditions, many industries were pushed to use online-based tools that otherwise would not have been used, at least not to the extent they were due to the pandemic. The videoconferencing service is a perfect example of such a tool; many sectors use it frequently, while some sectors, such as education, rely on it under these new-normal conditions. It is safe to say that this is a competitive industry that is expected to grow at a high rate in the coming years (measured in billions of dollars). This growth is already accelerated by the pandemic and the uncertainty surrounding its end
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