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Integrating user-perceived quality into Web server design

(full WWW-9 proceedings)

Nina Bhatti, Anna Bouch, and Allan Kuchinsky

One-line summary:  Users get annoyed with an e-commerce website if page views take >11s (though variance is large); they are more tolerant of delays if incremental page loading is used; they are less tolerant of delay the longer their session with the Web site.  Authors define a "utility function" to measure how "useful" (acceptable performance) an overall session is to the user, but they don't seem to use their definition for anything.

Overview/Main Points

Relevance to ROC


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