A case study in visualizing disruptions to service quality
| Autor: | Mark Chignell, Ryan Kealey, Jie Jiang, Chelsea DeGuzman, Leon Zucherman |
|---|---|
| Rok vydání: | 2017 |
| Předmět: |
0301 basic medicine
Service quality 030109 nutrition & dietetics Multimedia Computer science business.industry 020206 networking & telecommunications Context (language use) 02 engineering and technology Crowdsourcing computer.software_genre Data science Session (web analytics) Visualization Data set 03 medical and health sciences 0202 electrical engineering electronic engineering information engineering General Earth and Planetary Sciences Quality of experience business Cluster analysis computer General Environmental Science |
| Zdroj: | Procedia Computer Science. 111:95-104 |
| ISSN: | 1877-0509 |
| DOI: | 10.1016/j.procs.2017.06.015 |
| Popis: | This study measured Session Quality of Experience (SQE) by letting people look at visual proxies of a video play bar without having to watch the actual video, with its associated impairments and/or failures. We supplemented a laboratory study of 10 participants with two further online samples of 14, and 20, participants respectively, obtained using online surveys. Cluster analysis was carried out on the entire data set of 44 participants and clusters were obtained representing differences in sensitivity to pricing and to types of disruption. Crucially, there was no significant dependency between samples and cluster demonstrating that visualization can be used in a crowdsourcing, as well as a laboratory, context. This study demonstrates the combined use of crowdsourcing, visualizations of service experience, and cluster analysis to create more efficient, and nuanced, interpretations of SQE. |
| Databáze: | OpenAIRE |
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