This chapter introduced a systematic approach for monitoring, quantification and improvement of the QoS of emerging Internet-based services. It focused on the service specific and end-users' perspective of the QoS the way Internet service users view the quality. It first described e-mail and Web applications architecture and then identified and defined user's perceivable service quality for each of these applications. Finally, it classified parameters within the QoS framework of accessibility, continuity, and fulfilment.

Inspec keywords: electronic mail; Internet; quality of service

Other keywords: Web application; e-mail application; telecommunication quality of service management; Internet-based service

Subjects: Computer communications