Does network quality matter? A field study of mobile user satisfaction
Research output: Contribution to journal › Article
This paper is the first to study both network and non-network predictors of user satisfaction in the wild. We report findings from a large sample (2224 users over 12 months) combining both questionnaires and network measurements. We found that minimum download goodput and device type predict satisfaction with network availability. Whereas for network speed, only download factors predicted satisfaction. We observe that users integrate over many measurements and exhibit a known peak-end effect in their ratings. These results can inform modeling efforts in quality of experience and user satisfaction.
|Number of pages||20|
|Journal||Pervasive and Mobile Computing|
|Early online date||2016|
|Publication status||Published - 31 Aug 2017|
|MoE publication type||A1 Journal article-refereed|