Publication

Towards Probabilistic Estimation of Quality of Online Services

Karl Aberer
2009
Conference Papers

Abstract

Accurate estimation of quality of online services is both an important and difficult problem, since a service has many interdependent quality attributes influenced by several contextual factors. It is even more challenging as quality ratings come from sources with unknown reliability, each source may rate a service on different quality aspects. Although several solutions have been proposed, there is little work addressing all these issues thoroughly. In this paper, we show that domain knowledge on service structure and related constraints, such as causal dependencies among quality attributes and contextual factors, while widely available, can be exploited to effectively address the above issues in a theoretically-sound framework. Theoretical analysis shows that computational cost of the approach is acceptable, and accurate evaluation of service quality requires a reasonable number of user feedback, provided services have a small number of quality attributes and contextual factors.

Official source

https://infoscience.epfl.ch/entities/publication/10abfe28-1ef0-4465-b275-794c15b21dd7

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Karl Aberer
2009
Conference Papers

Abstract

Official source

https://infoscience.epfl.ch/entities/publication/10abfe28-1ef0-4465-b275-794c15b21dd7

About this result

Related concepts (9)

Quality management

Quality management ensures that an organization, product or service consistently functions well. It has four main components: quality planning, quality assurance, quality control and quality improvement. Quality management is focused not only on product and service quality, but also on the means to achieve it. Quality management, therefore, uses quality assurance and control of processes as well as products to achieve more consistent quality. Quality control is also part of quality management.

Quality (business)

In business, engineering, and manufacturing, quality – or high quality – has a pragmatic interpretation as the non-inferiority or superiority of something (goods or services); it is also defined as being suitable for the intended purpose (fitness for purpose) while satisfying customer expectations. Quality is a perceptual, conditional, and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace.

Quality control

Quality control (QC) is a process by which entities review the quality of all factors involved in production. ISO 9000 defines quality control as "a part of quality management focused on fulfilling quality requirements". This approach places emphasis on three aspects (enshrined in standards such as ISO 9001): Elements such as controls, job management, defined and well managed processes, performance and integrity criteria, and identification of records Competence, such as knowledge, skills, experience, and qualifications Soft elements, such as personnel, integrity, confidence, organizational culture, motivation, team spirit, and quality relationships.

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