Correlating QoE and Technical Parameters of an SAP System in an
Enterprise Environment
QCMan 2016 (QCMan 2016), Würzburg, Germany, (September 2016)Abstract
The impact of waiting times in interactive and web-based services on the
Quality of Experience (QoE) has attracted high interest. Most studies aim
at understanding the QoE impact of waiting times in specific laboratories
or in the user's domestic environment. Enterprise and working environments
have been largely ignored. This mostly stems from two factors: i) the high
complexity of enterprise systems hindering the exact monitoring of relevant
application response times on user granularity and ii) disturbances of the
day-to-day business by user studies resulting in less productive
employees.
This paper approaches these challenges by combining non-intrusive
application monitoring of response times and subjective user ratings on the
perceived application performance. The correlation between objective
measurements and subjective ratings is evaluated using different machine
learning approaches. The results imply a high correlation for specific
users, but do not allow to deviate a generic model.
