Does network quality matter? A field study of mobile user satisfaction

TL;DR

This study investigates how actual network performance and device factors influence mobile user satisfaction, revealing that download speed and device type are key predictors, with user ratings influenced by multiple measurements and psychological effects.

Contribution

First comprehensive field study linking real network performance and user satisfaction, incorporating both network and device predictors over a large sample.

Findings

Minimum download goodput predicts satisfaction with network availability.

Device type influences perceived network availability.

Download speed factors are primary predictors of user satisfaction.

Abstract

Mobile quality of experience and user satisfaction are growing research topics. However, the relationship between a user's satisfaction with network quality and the networks real performance in the field remains unexplored. This paper is the first to study both network and non-network predictors of user satisfaction in the wild. We report findings from a large sample (2224 users over 12 months) combining both questionnaires and network measurements. We found that minimum download goodput and device type predict satisfaction with network availability. Whereas for network speed, only download factors predicted satisfaction. We observe that users integrate over many measurements and exhibit a known peak-end effect in their ratings. These results can inform modeling efforts in quality of experience and user satisfaction.