Modeling the Level of User Frustration for the Impaired Telemeeting Service Using User Frustration Susceptibility Index (UFSI)

Abstract

Modern users are accustomed to always-accessible networks ready to serve all of their communication, entertainment, information, and other needs, at the touch of their devices. Spoiled with choices provided on the competitive markets, the risk of customer churn makes network and service providers sensitive to user Quality of Experience (QoE). Services that enable people to work and industries to function in these pandemic times, such as the telemeeting service, are becoming ever more critical, not just for the end-users but also for the providers. Nevertheless, the heterogeneity of end-users network environments and the uniqueness of the service (bidirectional video and audio transmissions and interactivity between the meeting peers) imposes specific QoE requirements. Hence, this paper focuses on understanding how different service quality degradations affect user perception and frustration with such impaired service. The impact of eight quality degradations was analyzed. Based on the conducted user study, we used the multiple regression analysis and developed three models capable of predicting user Level of Frustration (LoF) for the specific degradations that we have analyzed. The models work with the User Frustration Susceptibility Index (UFSI), which categorizes users into groups based on their tendency to become frustrated with the impaired service.