Telecommunication Systems

, Volume 61, Issue 3, pp 417–432 | Cite as

Quality assessment and usage behavior of a mobile voice-over-IP service

  • Toon De PessemierEmail author
  • Isabelle Stevens
  • Lieven De Marez
  • Luc Martens
  • Wout Joseph


Voice-over-IP (VoIP) services offer users a cheap alternative to the traditional mobile operators to make voice calls. Due to the increased capabilities and connectivity of mobile devices, these VoIP services are becoming increasingly popular on the mobile platform. Understanding the user’s usage behavior and quality assessment of the VoIP service plays a key role in optimizing the Quality of Experience (QoE) and making the service to succeed or to fail. By analyzing the usage and quality assessments of a commercial VoIP service, this paper identifies device characteristics, context parameters, and user aspects that influence the usage behavior and experience during VoIP calls. Whereas multimedia services are traditionally evaluated by monitoring usage and quality for a limited number of test subjects and during a limited evaluation period, this study analyzes the service usage and quality assessments of more than thousand users over a period of 120 days. This allows to analyze evolutions in the usage behavior and perceived quality over time, which has not been done up to now for a widely-used, mobile, multimedia service. The results show a significant evolution over time of the number of calls, the call duration, and the quality assessment. The time of the call, the used network, and handovers during the call showed to have a significant influence on the users’ quality assessments.


Usage behavior User experience  Voice-over-IP  Mobile Quality assessment 


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Copyright information

© Springer Science+Business Media New York 2015

Authors and Affiliations

  • Toon De Pessemier
    • 1
    Email author
  • Isabelle Stevens
    • 2
  • Lieven De Marez
    • 2
  • Luc Martens
    • 1
  • Wout Joseph
    • 1
  1. 1.Department of Information Technology, iMinds - WiCaGhent UniversityGhentBelgium
  2. 2.Department of Communication Sciences, iMinds - MICTGhent UniversityGhentBelgium

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