As the number of Web users and the diversity of Web applications continues to explode, Web Quality of Service (QoS) is an increasingly critical issue in the domain of e-Commerce [re]. This paper presents experiments designed to estimate users' tolerance of QoS in the context of e-commerce. In addition to objective measures we discuss contextual factors that influence these thresholds and show how users' conceptual models of Web tasks affect their expectations. We then show how user thresholds of tolerance can be taken into account when designing web servers. This integration of user requirements for QoS into systems design is ultimately of benefit to all stakeholders in the design of Internet services.

... makes Quality of Service (QoS) increasingly critical [15]. To date, the majority of research on QoS is systems oriented, focusing on traffic analysis, scheduling, and routing. Relatively minor attention has been paid to user-level QoS issues. It is not yet known how objective system quality relates to users' subjective perceptions of quality. This paper presents the results of quantitative experiments that establish a mapping between objective and perceived QoS in the context of Internet commerce. We also conducted focus groups to determine how contextual factors influence users' perceptions of QoS. We show that, while users' perceptions of World Wide Web QoS are influenced by a number of contextual factors, it is possible to correlate objective measures of QoS with subjective judgements made by users, and therefore influence system design. We argue that only by integrating users' requirements for QoS into system design can the utility of the future Internet be maximized.

Can high quality be provided economically for all transmissions on the Internet? Current work assumes that it cannot, and concentrates on providing differentiated service levels. However, an examination of patterns of use and economics of data networks suggests that providing enough bandwidth for uniformly high quality transmission may be practical. If this turns out not to be possible, only the simplest schemes that require minimal involvement by end users and network administrators are likely to be accepted. On the other hand, there are substantial inefficiencies in the current data networks, inefficiencies that can be alleviated even without complicated pricing or network engineering systems.

The popular press often extolls packet networks as much more efficient than switched voice networks in utilizing transmission lines. This impression is reinforced by the delays experienced on the Internet and the famous graphs for traffic patterns through the major exchange points on the Internet, which suggest that networks are running at full capacity. This paper shows the popular impression is incorrect; data networks are very lightly utilized compared to the telephone network. Even the backbones of the Internet are run at lower fractions (10% to 15%) of their capacity than the switched voice network (which operates at over 30% of capacity on average). Private line networks are utilized far less intensively (at 3% to 5%). Further, this situation is likely to persist. The low utilization of data networks compared to voice phone networks is not a symptom of waste. It comes from different patterns of use, lumpy capacity of transmission facilities, and the high growth rate of the indust...

The number of heterogeneous networked applications is constantly increasing. It is likely that network resources will have to be partitioned according to the different Quality of Service (QoS) demands made by the users of these applications. One way of implementing a partitioned network -- favored in technical literature - is in terms of quality-based pricing (e.g.[1],[2],[3]). Most published proposals for partitioned networks assume users' assessments of the quality they receive mirrors the objective quality delivered at the network level (measurable through characteristics such as packet loss and delay). It is also assumed that users are prepared to pay more for higher levels of objective QoS when they need it. In this paper, we demonstrate that these assumptions may not be correct. We report an experiment in which users' QoS requirements for interactive audio were investigated. During the experiment the QoS received was linked to an expendable resource. We also established participa...

Is the Internet growing primarily because it is a dumb network, one that simply delivers packets from one point to another? Probably not. If were a dumb network, we surely would not need huge and rapidly growing ranks of network professionals. A more detailed look suggests that the Internet is succeeding largely for the same reasons that led the PC to dominate the mainframe, and are responsible for the success of Microsoft. Like the PC, the Internet offers an irresistible bargain to a crucial constituency, namely developers, while managing to conceal the burden it places on users. 1. Introduction The Internet is growing explosively, and is even threatening to take over transport of voice calls. Popular press often explains the rise of the Internet as a result of its greater efficiency in using transmission facilities [Keller]. Another explanation, popular among computing and communication experts, is that the Internet reflects the migration of intelligence to the edges, and thus lead...