Quality as a measurement of customer perception and satisfaction in mobile TLC

Quality is the key factor in the design and management of a modern and efficient mobile communications system capable of responding to the ever increasing requirements of this market, and at the same time fulfilling the needs and expectations of the user. A service provider (SP) which pays due attention to quality will be able to maintain its market position and will ultimately strengthen it. It appears essential, therefore, for SPs to equip themselves with appropriate methodologies and tools for the measuring of the quality of service (QoS) offered to users. The paper gives a general overview of the main problems regarding QoS in mobile communications and proposes a new method of dealing with them