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Expectation-based quality of service assessment

Deora, Vikas, Shao, Jianhua, Gray, William Alexander and Fiddian, Nicholas John 2006. Expectation-based quality of service assessment. International Journal on Digital Libraries 6 (3) , pp. 260-269. 10.1007/s00799-006-0004-3

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The ability to gauge quality of service is critical if we are to realise the potential of the service-oriented computing paradigm. Many techniques have been proposed for calculating the quality of a service, and they do so typically by collecting quality ratings from the users of the service, then combining them in one way or another to derive the quality of the service. We argue that collecting quality ratings alone from the users is not sufficient for deriving a reliable and accurate quality measure for a service. This is because different users often have different expectations on the quality of a service and their ratings tend to be closely related to these expectations, i.e. how their expectations are met. In this paper, we propose a quality of service assessment model based on user expectations. That is, we collect expectations as well as ratings from the users of a service, then calculate the quality of the service using only the ratings that have similar expectations. Our experiments show that the method we propose here can result in more meaningful and reliable quality ratings for services.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Computer Science & Informatics
Uncontrolled Keywords: Quality of service ; Quality of service assessment ; User expectation ; Service oriented computing
Publisher: Springer Verlag
ISSN: 1432-5012
Last Modified: 04 Jun 2017 01:42

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