Users’ Satisfaction with Internet Service Performance-Based on User Log

Abstract

We are currently on the cusp of a digital era when people engage Internet services (Int-Sevs) ceaselessly for sundry purposes such as learning, teaching, and research.However, the lack of sufficient understanding of user satisfaction still poses a huge challenge to Int-Sevs adaption to users' dynamic needs and the provision of required services in real-time within the university's context. This understanding is needful concerning what influences the performance of the Int-Sevs of a university. This paper, therefore, analyses the user log of about 65000 log items generated by 120 users of a university's internet services that were collected over three months.The mixed-method approach was adopted. Thus, the two-step clustering and crosstabulation techniques were applied to identify natural groupings and examine them for existing relationships (respectively) to determine the existence of user satisfaction. The results showed a significant association and relationship between user satisfaction and Key Performance Indicators (KPIs). The study concluded that with data and efficient techniques, KPIs with user-centric criteria like user satisfaction could be investigated to find what influences the performance of a university's Int-Sevs. The quality of users' experience was omitted and left to be considered in the future in a conceivably longitudinal study.

An Prototype: Mobile based Fire Extinguisher Count Requirement System

“…System Usability Scale (SUS) is a measurement of user satisfaction by distributing a simple questionnaire to users after carrying out an existing task scenario. This questionnaire consists of 10 basic questions to measure the level of user satisfaction [13], [14] with the fire extinguisher calculation and placement system.…”