Modeling QoS Attributes and Metrics for Evaluating Services in SOA Considering Consumers´ Perspective as the First Class Requirement

In service-oriented architecture (SOA), quality of service is hidden to service consumers due to the blackbox nature of SOA. In a service composition, low quality of an atomic service may cause the quality degradation of all its successors in a service composition. Hence, quality management of a service is important in SOA environment. For this, definition of a quality model especially considering the consumers´ perspective is a prerequisite since consumers are the first class users of the services. Therefore, this paper proposes a quality model for evaluating services in SOA regarding customers´ perspective. We first analyze the service quality requirements and define quality attributes of the quality model. Then we define metrics for each quality attribute. To show the applicability and usefulness of the quality model, we perform a case study for flight ticket reservation service and finally perform a theoretical analysis.