Mapping service quality - measuring and comparing quality of experience and quality of service for Internet-based map services

Document type: Conference Papers
Peer reviewed: Yes
Full text:
Author(s): Sara Eriksén, Charlott Eliasson, Markus Fiedler, Stefan Chevul, Annelie Ekelin
Title: Mapping service quality - measuring and comparing quality of experience and quality of service for Internet-based map services
Translated title: Karttjänstkvalitet - jämförelser mellan tjänstekvalitet och upplevelsekvalitet för nätbaserade karttjänster
Conference name: Proceedings of 30th Information Systems Research Seminar in Scandinavia, IRIS30
Year: 2007
Pagination: 139-149
ISBN: 978-951-44-7048-6
City: Tampere, Finland
Organization: Blekinge Institute of Technology
Department: School of Engineering - Dept. of Interaction and System Design (Sektionen för teknik – adv. för interaktion och systemdesign)
School of Engineering S- 372 25 Ronneby
+46 455 38 50 00
Authors e-mail:,,,,
Language: English
Abstract: In this paper, we present an on-going research project in which we are focusing on examining how users of map-based services on-line experience the quality of these services when the traffic load is high, and how the users' experiences of acceptable or not acceptable quality can be related to measurable parameters which can be used to manage network traffic and improve technical solutions. The project is a multi- and interdisciplinary project in cooperation between researchers within human work science and informatics, and researchers within telecommunication systems. Additionally, there are two external partners in the project: a provider of Internet-based map services, and a municipality which uses this provider's map services regularly. One of the main methodological issues addressed in the project is how laboratory based, quantitative research methods from research on Quality of Service in the telecommunication systems area can be related to qualitative research methods focusing on workplace- or other live-world based use situations and Quality of Expereince as defined by users of the services. How can experiments and studies be designed, and results shared, such that both network traffic measuring and evaluation of user experiences retain their own paradigmatic validity and relevance, while fruitfully informing service design?
Summary in Swedish: Presentation av ett pågående forskningsprojekt där fokus ligger på hur man kan mäta användares upplevelser av tjänstekvalitet med både kvalitativa och kvantitativa metoder, för att därmed kunna utveckla mer effektiva metoder för mätning, övervakning och kontroll av tjänstekvalitet för krävande nätverkstjänster. Svenska nyckelord: tjänstekvalitet, upplevelsekvalitet, nyckelvärdesindikatorer, användningsorienterad utveckling, tjänstedesign
Subject: Human Work Science\Human Computer Interaction
Computer Science\General
Keywords: Quality of Service, Quality of Experience, Key Performance Indicators, Use-Oriented Design, Service Design
Note: Document available via the IRIS 30 website, see