中央研究院  |  資訊科學研究所  |  多媒體網路與系統實驗室
A Generalizable Methodology for Quantifying User Satisfaction
(NOTE: Sheng-Wei Chen is also known as Kuan-Ta Chen.)

Abstract
Quantifying user satisfaction is essential, because the results can help service providers deliver better services. In this work, we propose a generalizable methodology, based on survival analysis, to quantify user satisfaction in terms of session times, i.e., the length of time users stay with an application. Unlike subjective human surveys, our methodology is based solely on passive measurement, which is more cost-efficient and better able to capture subconscious reactions. Furthermore, by using session times, rather than a specific performance indicator, such as the level of distortion of voice signals, the effects of other factors like loudness and sidetone, can also be captured by the developed models. Like survival analysis, our methodology is characterized by low complexity and a simple model-developing process.

The feasibility of our methodology is demonstrated through case studies of ShenZhou Online, a commercial MMORPG in Taiwan, and the most prevalent VoIP application in the world, namely Skype. Through the model development process, we can also identify the most significant performance factors and their impacts on user satisfaction and discuss how they can be exploited to improve user experience and optimize resource allocation.

Related paper:
- Quantifying Skype User Satisfaction
- Effect of Network Quality on Player Departure Behavior in Online Games
- How Sensitive are Online Gamers to Network Quality?


Materials
Citation
Te-Yuan Huang, Kuan-Ta Chen, Polly Huang and Chin-Laung Lei, "A Generalizable Methodology for Quantifying User Satisfaction," IEICE Transactions on Communications, Vol. 91, No. 5, May, 2008.

BibTex
@ARTICLE{huang08:sat,
  TITLE      = {{A Generalizable Methodology for Quantifying User Satisfaction}},
  AUTHOR     = {Te-Yuan Huang and Kuan-Ta Chen and Polly Huang and Chin-Laung Lei},
  YEAR       = {2008},
  JOURNAL    = {IEICE Transactions on Communications},
  VOL        = {91},
  NO         = {5},
  MONTH      = {May},
  X_TAG      = {qoe}
}