Cloud computing in libraries and higher education: An innovative user-centric quality of service model

Abstract

Cloud Computing has emerged as an effective system to support the implementation and growth of e-learning in the higher education sector, as well as in institutional libraries. This rising trend has attracted several service providers to the market in a very short span of time. Students and faculties associated with higher education are experiencing an increased need for the use of CC Services to aid development and enhancement of their knowledge base and to help meet the requirement of constant access to the latest research data. While providing such services, however, sufficient consideration and importance has not been attributed to the Quality of Service (QoS) provided and as experienced by the user thus referenced as Quality of Experience (QoE). Currently, no standard model exists that could effectively define the QoE parameters from the users’ point of view. Hence it has become increasingly necessary to monitor, track, and quantify the variables of QoE for cloud computing-based e-learning applications and develop a new QoE Metrics Model. This information would help compare and identify the gaps between user expectations and the real QoS experience. In the current work, various variables of the functional and runtime layers of cloud computing applications, along with user demographic factors, and CC Service dimensions are studied. Dimension and scope are defined using the SERVQUAL model and its factors as a baseline. The new Innovative User-Centric Quality of Experience Metrics Model proposes to improve QoE by providing recommendations that increase the adaptability and effectiveness of cloud computing systems.