Quality Model of Cloud Service

In recent years, services based on cloud computing have been used more and more widely. Stakeholders have paid more and more attention on the quality of cloud service. But most of them don´t know how to evaluate the quality of cloud service. This paper proposes a comprehensive, structurized, and hierarchical quality model of cloud service, which concerned not only the IT features but also the service features of cloud service. The quality model was constructed by 6 characteristics, i.e., usability, security, reliability, tangibility, responsiveness, and empathy. We divided each characteristic into several subcharacteristics. In order to apply the cloud service model better, and to evaluate the service quality systematically, we provide a metrics framework for those subcharacteristics, which was made up of objective and subjective metrics. We give a brief intro to the methodology on evaluating the cloud service quality. We also illustrate the evaluation process with a case study.