<p lang="en">This paper presents a comprehensive model intended to analyse general quality in telecommunications services centred in end users' perceived quality (PQoS). The proposed model allows us to estimate the quality experienced by end users, while offering detailed analyses regarding the responsibility of the different agents involved in the service provision. We overview the structure of the model, that resembles QFD general quality model. Then we describe a practical study where the variation of the global satisfaction of users is estimated. This approximation is carried out by means of the evaluation of a set of telecommunications services with diverse nature, such as web browsing, VoIP and even technical support. Finally, we use the multiple linear regression method for assessing different providers' contribution to the PQoS in every considered network state.</p>

<p lang="en">Third International Working Conference on Performance Modelling and Evaluation of Heterogeneous Networks (HET-NETs '05)<br>

Ilkley, West Yorkshire, U.K. July 18-20, 2005.</p>