Application of a PQoS Based Quality Management Model to Identify Relative Importance of the Agents

Abstract

In last years there have been some governmental initiatives aimed at the regulation of quality of service evaluation in telecommunications services. However this has proven to be a complex task especially for Internet services, where it is difficult to objectively assess the quality of a service and to identify whether one or more of the provider agents are responsible of final dissatisfaction of users. This paper affords the cited problem and intends to provide a methodology to asses the quality of service as perceived by end users. The aims of the proposed model are twofold: the evaluation of perceived quality of service (PQoS) based on subjective and objective measurements and the identification of responsibilities of the different agents involved in a service provision