Author(s):  
Saman Zadtootaghaj ◽  
Nabajeet Barman ◽  
Rakesh Rao Ramachandra Rao ◽  
Steve Goring ◽  
Maria G. Martini ◽  
...  

J ◽  
2021 ◽  
Vol 4 (3) ◽  
pp. 404-419
Author(s):  
Abdul Wahab ◽  
Nafi Ahmad ◽  
Maria G. Martini ◽  
John Schormans

Using subjective testing, we study the effect of the network parameters, delay and packet loss ratio, on the QoE of cloud gaming. We studied three different games, selected based on genre, popularity, content complexity and pace, and tested them in a controlled network environment, using a novel emulator to create realistic lognormal delay distributions instead of relying on a static mean delay, as used previously; we also used Parsec as a good representative of the state of the art. We captured user ratings on an ordinal Absolute Category Rating scale for three quality dimensions: Video QoE, Game-Playability QoE, and Overall QoE. We show that Mean Opinion Scores (MOS) for the game with the highest levels of content complexity and pace are most severely affected by network impairments. We also show that the QoE of interactive cloud applications rely more on the game playability than the video quality of the game. Unlike earlier studies, the differences in MOS are validated using the distributions of the underlying dimensions. A Wilcoxon Signed-Rank test showed that the distributions of Video QoE and Game Playability QoE are not significantly different.


2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.


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