HP Labs Technical Reports
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Integrating User-Perceived Quality into Web Server Design
Bhatti, Nina; Bouch, Anna; Kuchinsky, Allan
HPL-2000-3
Keyword(s):Quality of Service; user perception; Internet; Web server design; server design; e-Commerce
Abstract: As the number of Web users and the
diversity of Web applications continues to explode,
Web Quality of Service (QoS) is an increasingly critical issue in the
domain of e-Commerce. This paper presents experiments designed to estimate users' tolerance of QoS in the
context of e-commerce. In addition to objective measures we discuss contextual factors that influence these
thresholds and show how users' conceptual models of Web tasks affect their expectations. We then show how user
thresholds of tolerance can be taken into
account when designing web servers. This integration of user
requirements for QoS into systems design is ultimately of benefit to all stakeholders in the design of Internet
services.
15 Pages
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