Estudo exploratório sobre a tolerância de usuários a diferentes níveis de confiabilidade de software

Abstract

Software reliability goes beyond the mere absence of failures and is one of the main factors influencing user satisfaction. Users' perception of reliability is affected by factors such as the context of use, expectations, and the severity of failures. Tolerance, in turn, represents the users' willingness to accept these failures and is conditioned by various elements, such as the importance of the task, availability of alternatives, costs involved, frequency of failures, and the impact caused. The main objective of this research was to identify the determining factors of tolerance to software failures in different scenarios and to analyze the relationship between the variables of acceptability, satisfaction, and perceived quality of experience. The research employed a questionnaire presenting different failure scenarios, investigating factors related to tolerance and collecting data on satisfaction, acceptance, and overall perception of experience quality. Data analysis was performed using the technique of non-parametric analysis of variance (ANOVA). Additionally, a Likert scale was developed to quantify tolerance, considering the factors identified throughout the study and establishing a concept of tolerance. The research demonstrated that the level of tolerance to failures can be measured objectively and systematically, allowing the establishment of a median as a reference to assess the impact of failures on Quality of Experience (QoE). Human, technical, and economic factors influencing tolerance were identified, and the positive relationship between higher tolerance and greater user satisfaction became clear. These findings are fundamental for the continuous improvement of software products, aiming to increase user satisfaction, user loyalty, and enhance the quality of the experience.