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

fYear

2011

fDate

18-21 July 2011

Firstpage

469

Lastpage

473

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/SAINT.2011.87

Filename

6004124