International Journal for Quality Research 11(1) 221–240 ISSN 1800-6450 221 Alem Čolaković 1 Himzo Bajrić Article info: Received 30.06.2016 Accepted 02.09.2016 UDC – 005.6 DOI – 10.18421/IJQR11.01-14 ASSESSING CUSTOMER SATISFACTION BASED ON QoS PARAMETERS Abstract: Measurement of customer sastisfaction is an efficient tool to detect problems in SP (Services Provider) and their relationship with customers. Based on this measurement a relationship between customer satisfaction and loyalty can be established. It can determine the influence of key parameters on the number of users of services. The parameters of customer satisfaction and loyalty are numerous and depend on the network (network quality of services parameters), the client (the perception, expectations, beliefs, etc.), employees (implementation of activities), technological developments, organizational structure, etc. This paper aims to show the way to identify key indicators and their weighted factors that affect customer satisfaction. This paper intends to emphasize relationship between quality of services, customer perception and loyalty and to present a model for examining the key parameters that significantly influence customer satisfaction and how these parameters influence customer loyalty. Keywords: Quality, Loyalty, Satisfaction, Quality of Service, Quality of Experience 1. Introduction 1 Measuring customer satisfaction is very important for successful management and improvement of businesses. In highly competitive industrial sectors, such as telecommunication, customer satisfaction and their loyalty have been identified as critical success factors (Oghojafor et al., 2014). The users of telecommunication services are more demanding in term of QoS (Quality of Services) and this is key indicator of customer satisfaction. In many cases satisfaction and loyalty are not simply based on quality. Besides network QoS parameters there are some other parameters such as the parameters relating to the procedures of 1 Corresponding author: Alem Čolaković email: alem.colakovic@gmail.com service and support, e.g. parameters that determine the quality of CRM (Customer Relationship Management). QoE (Quality of Experience) is a term that refers to the perception of customers regarding the QoS. This means that there are a number of parameters and activities related to the provision of services that affect customer perception and satisfaction, such as price, support, reliability, repairs procedures, etc. Measurement of all parameters of customer perception is practically unmanageable process and it is impossible to identify all relevant parameters. Because of that it is very important to determine the key parameters in ensuring customer satisfaction and their loyalty. In addition to determine the key parameters we must use an appropriate model. This paper emphasizes the problems in the