The purpose of this article is to re-invigorate the understanding about the distinction between perceived and objective quality and their alignment with the concepts of QoE and QoS, in order to contribute to the Questionnaire of the ITU SG12 to be applied to its member countries. Through a review of the literature on the subject and the compatibility of the questionnaire’s constructs in light of the ITU study (2015), it was recommended (a) to adopt a theoretical model that contemplates the phenomenon’s complexity and that would subsidize the survey; (b) the adoption of the ITU study’s theoretical framework (2015) with a clear conceptual differentiation between QoS and QoE for structuring the questionnaire to be implemented in member countries.
AMÉLIA REGINA ALVES, FREDERICO NEVES CONDÉ, CARLOS VINÍCIUS BRITO REIS, ANDRÉ REBOUÇAS CRUZ. (2017) Quality in Telecommunications Services: Theoretical Contributions and Recommendations for the ITU, , Volume 6, Issue 3.
