Interrelationship of QoS and QoE parameters for loading time of web browsing in Malaysia

Nowadays, penetration of the Internet is high via fixed line or mobile. Everyone on the planet is able to retrieve information via browsing activities. However, the satisfaction index is different from one to another. Service providers always use Quality of Service (QoS) as their baseline. QoS does not consider the user's perception, the Quality of Experience (QoE). ITU-T G.1010 recommended to measure the QoS based on retrieving and viewing the HTML component of a Web page, other components, for an example, images, audio/video clips are dealt with under their separate categories. From the user point of view, the main performance factor is how quickly a page appears after it has been requested. Therefore, it is critical to have the one and only loading time for that page regardless the media-type embedded. This paper's objective is to define the QoS baseline (include all Web page components) for web browsing activities and to ensure an excellent QoE as perceived by the end user. We propose to segment the QoS-QoE relationship into three zones: Zone of Satisfaction (ZoS), Zone of Optimization (ZoO), and Zone of Churn (ZoC). These requirements can then be used to derive meaningful and realistic QoS targets for the underlying service infrastructure. The web browsing results show that, based on 754 Telekom Malaysia (TM) subscribers with a connectivity subscription range from 384Kbps to 100Mbps, the loading time for ZoS is less than 4.7824 seconds and for ZoC is more than 32.5083 seconds. The recorded mean of QoS is 6.1490 seconds, which is lower than the ITU-T G.1010 recommendation, but still does not satisfy the subscriber baseline of 4.7824 seconds. Therefore, TM needs to improve the network infrastructure and shift the current loading time into the ZoS zone.