Impact of service quality on user satisfaction: Modeling and estimating distribution of quality of experience using Bayesian data analysis

作者：

Highlights：

• Quality of experience (QoE) perceived by users plays a crucial role in attracting and retaining customers.

• Opinion score distribution (OSD) is a better representation of the QoE of users than previous metric measures such as the mean opinion score (MOS) which wrongly assumes that QoE data are metric while they are ordinal categorical.

• We use Bayesian data analysis to estimate the posterior distribution of QoE, considering available prior quality of service (QoS) data and user ratings.

摘要

•Quality of experience (QoE) perceived by users plays a crucial role in attracting and retaining customers.•Opinion score distribution (OSD) is a better representation of the QoE of users than previous metric measures such as the mean opinion score (MOS) which wrongly assumes that QoE data are metric while they are ordinal categorical.•We use Bayesian data analysis to estimate the posterior distribution of QoE, considering available prior quality of service (QoS) data and user ratings.

论文关键词：Consumer behavior,Customer satisfaction,Bayesian data analysis,Generalized linear model,Opinion score distribution,Experimental methods,QoS,QoE,Delay

论文评审过程：Received 7 February 2016, Revised 1 April 2016, Accepted 3 April 2016, Available online 4 April 2016, Version of Record 7 April 2016.

论文官网地址：https://doi.org/10.1016/j.elerap.2016.04.001