Quality of experience

Quality of Experience (QoE, less frequently QoX or QX) is a measure of the delight or annoyance of a customer's experiences with a service (e.g., web browsing, phone call, TV broadcast). QoE focuses on the entire service experience; it is a holistic concept, similar to the field of User Experience, but with its roots in telecommunication. QoE is an emerging multidisciplinary field based on social psychology, cognitive science, economics, and engineering science, focused on understanding overall human quality requirements.The degree of delight or annoyance of the user of an application or service. It results from the fulfillment of his or her expectations with respect to the utility and / or enjoyment of the application or service in the light of the user’s personality and current state.Historical lack of theoretical frameworksTheoretic background in hedonic psychologyEmpirical–positivist researchInterpretative and constructivist research Quality of Experience (QoE, less frequently QoX or QX) is a measure of the delight or annoyance of a customer's experiences with a service (e.g., web browsing, phone call, TV broadcast). QoE focuses on the entire service experience; it is a holistic concept, similar to the field of User Experience, but with its roots in telecommunication. QoE is an emerging multidisciplinary field based on social psychology, cognitive science, economics, and engineering science, focused on understanding overall human quality requirements. In 2013, within the context of the COST Action QUALINET, QoE has been defined as: This definition has been adopted in 2016 by the International Telecommunication Union in Recommendation ITU-T P.10. Before, various definitions of QoE had existed in the domain, with the above-mentioned definition now finding wide acceptance in the community. QoE has historically emerged from Quality of Service (QoS), which attempts to objectively measure service parameters (such as packet loss rates or average throughput). QoS measurement is most of the time not related to a customer, but to the media or network itself. QoE however is a purely subjective measure from the user’s perspective of the overall quality of the service provided, by capturing people’s aesthetic and hedonic needs. QoE looks at a vendor's or purveyor's offering from the standpoint of the customer or end user, and asks, 'What mix of goods, services, and support, do you think will provide you with the perception that the total product is providing you with the experience you desired and/or expected?' It then asks, 'Is this what the vendor/purveyor has actually provided?' If not, 'What changes need to be made to enhance your total experience?' In short, QoE provides an assessment of human expectations, feelings, perceptions, cognition and satisfaction with respect to a particular product, service or application. QoE is a blueprint of all human subjective and objective quality needs and experiences arising from the interaction of a person with technology and with business entities in a particular context. Although QoE is perceived as subjective, it is an important measure that counts for customers of a service. Being able to measure it in a controlled manner helps operators understand what may be wrong with their services and how to improve them. QoE aims at taking into consideration every factor that contributes to a user's perceived quality of a system or service. This includes system, human and contextual factors. The following so-called 'influence factors' have been identified and classified by Reiter et al.: