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中文摘要：
云计算服务质量是用户使用云计算服务的总体效果,这些效果决定了一个用户对该云计算服务的满意程度。文章结合用户、提供商以及服务前后的角度,从用户需求和用户感知、提供商提供和提供商实现云计算服务质量等四个视角及其关系来分析云计算服务质量,讨论提供商们从用户的角度制定服务等级协议,确保用户在使用云计算服务前明确该服务所能提供的性能水平和质量等级,有利于用户形成对服务质量合理的期望,有助于保证用户对云计算服务质量的感知,提高用户的满意度和忠诚度。
英文摘要：
The QoS of Cloud Computing is the collective effect of Cloud Computing service performances,which determine the degree of satisfaction of a user of the service.This paper analyzes the QoS of Cloud Computing from four viewpoints which are QoS requirements of user,QoS perceived by user,QoS offered by provider and QoS delivered by provider.The former two are from the perspective of user.The latter two are from the perspective of Cloud Computing service provider.After that,it discusses how Cloud Computing service providers using Service Level Agreements to make users know the performances and quality levels of those services,making user to form fine expectation and perceive the fine QoS of Cloud Computing,ensuring the satisfaction and loyalty of user.
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