Title :
Evaluation of User-Satisfaction in Online Shopping Web Services with TCP Variables
Author :
Ito, Yoshihiro ; Tahara, Toru
Author_Institution :
Dept. of Comput. Sci. & Eng., Nagoya Inst. of Technol., Nagoya, Japan
Abstract :
For service level agreement over company networks or community ones, this paper studies evaluation of a user-satisfaction with objective TCP variables in an online shopping Web service by experiment. In this experiment, the authors measure 31 variables concerned with TCP performance and assess a user-satisfaction for three actual Web services. Then, to clarify relationship between the user-satisfaction and the objective TCP variables, they utilize multivariate statistics: the principal component analysis and the multiple regression analysis. The experimental results show that the user satisfaction can be estimated with three or four objective TCP variables in the online shopping service.
Keywords :
Web services; customer satisfaction; principal component analysis; regression analysis; retail data processing; transport protocols; TCP variable; company networks; multiple regression analysis; multivariate statistics; online shopping Web services; principal component analysis; service level agreement; user satisfaction evaluation; Correlation; Delay; Estimation; Principal component analysis; Regression analysis; Web services; TCP variables; Web service; multivariate statistics; online shopping service; user satisfaction;
Conference_Titel :
Applications and the Internet (SAINT), 2011 IEEE/IPSJ 11th International Symposium on
Conference_Location :
Munich, Bavaria
Print_ISBN :
978-1-4577-0531-1
Electronic_ISBN :
978-0-7695-4423-6
DOI :
10.1109/SAINT.2011.87
