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Quality of service (QoS) is the description or measurement of the overall performance of a service, such as a telephony or computer network, or a cloud computing service, particularly the performance seen by the users of the network.
Service quality can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer satisfaction). Individual service quality states the service quality of employees as distinct from the quality that the customers perceived.
Serviceability involves the consumer's ease of obtaining repair service (example: access to service centers and/or ease of self-service), the responsiveness of service personnel (example: ease of getting an appointment, willingness of repair personnel to listen to the customer), and the reliability of service (example: whether the service is ...
The ISO 9000 family is a set of international standards for quality management systems.It was developed in March 1987 by International Organization for Standardization.The goal of these standards is to help organizations ensure that they meet customer and other stakeholder needs within the statutory and regulatory requirements related to a product or service.
When perceptions exceed expectations then service quality is high. The model of service quality identifies five gaps that may cause customers to experience poor service quality. In this model, gap 5 is the service quality gap and is the only gap that can be directly measured. In other words, the SERVQUAL instrument was specifically designed to ...
Within systems engineering, quality attributes are realized non-functional requirements used to evaluate the performance of a system. These are sometimes named architecture characteristics, or "ilities" after the suffix many of the words share.
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Many factors affect the quality of service of a mobile network. [1] It is correct to look at QoS mainly from the customer's point of view, that is, QoS as judged by the user. There are standard metrics of QoS to the user that can be measured to rate the QoS. These metrics are: the coverage, accessibility (includes GoS), and the audio quality. [2]