Mobile network QoE-QoS decision making tool for performance optimization in critical web service

Abstract

Regardless of the type of service that a company offers the customer satisfaction is a factor for success, if these services are in a highly competitive environment. This situation encourages companies to develop strategies to improve the Quality of the Experience (QoE) of their users. Strategies include improving their processes, or infrastructure for provisioning the services. Take these kind of decisions is very difficult because they ignore how the Key Performance Indicators (KPI) services are correlated with the information about user experience. This problem is approached from the perspective of mobile telecom operators, who have addressed this challenge through the Quality of Service (QoS) concept. Unfortunately, the QoS is only characterized by technical aspects, the user's criteria are not included. Into a highly competitive environment, the user's loyalty is a key component to be considered in the operator's development plan. Nowadays, the mobile telecom operators focus their efforts to ensure not only the QoS but also the QoE. The aim of this paper was the develop a decision making tool that allows the mobile telco operators support their determinations about the maintenance of network infrastructure, as well as the expansion of the same, specifically for their critical web services; based in a correlated information between QoS and QoE. This tool was developed on the basis of the Pseudo Subjective Quality Assessment (PSQA) methodology.