Towards improved model for user satisfaction assessment of multimedia cloud services

Abstract

Service providers are in constant search for appropriate tools that will help them to determine and measure the satisfaction of end-users. In terms of efficient utilization of network resources, they are constantly striving to guaranty the quality, availability, and responsibilities of the directly measurable parameters with the service-level agreements (SLA). The introduction of cloud computing technology aims to provide stable, reliable and encapsulated environment for users who use different types of mobile and desktop devices to simultaneously access shared resources that are available anywhere and at any time. However, what is lacking in this direction is an assessment of how much the end-users themselves are satisfied with the cloud-based services offered. This research has considered different cloud computing service categories, some of them have been extensively used and others are still under development. These services use a variety of organizational and infrastructure access models, making them easily accessible and practical for work. The very nature of cloud computing-based services allows dynamic allocation of resources based on end-user needs, which makes the process of evaluating the offered services complex. This research will deliver the most appropriate model for assessing the impacts of objective and subjective factors by using the Bayesian networks. The dynamic nature of these networks allows flexibility and adaptation to measure the impact of various influencing factors. The main contribution of this research is the introduction of a metrics for assessing the user satisfaction of the particular type of offered service. In that direction, this research has provided improved Quality of Experience (QoE) model for measuring and assessing the perception of the multimedia cloud-based services quality among end-users.