# Customer-Oriented Quality of Service Management Method for the Future Intent-Based Networking
## 1 Introduction  
The paradigm shift in the service concept, which was associated with a general change in the concept of NGNs (Next Generation Networks), is expressed primarily in the fact that the roles of network service providers and customers have significantly changed [1]. Now, the customer and the provider act as allies in a single process of informatization, and this cooperation can be considered a leitmotif of the evolution of modern electronic services. Therefore, when developing a future system of services management, it is rational to use a systematic approach: the problem of quality assurance in service industries should not be solved in isolation, but in unity with the environment and the customer [2]. Customer satisfaction includes both technical aspects (network operation quality parameters) and non-technical (customer service) [3]. The correlation between the customer and provider points of view on the quality of service is depicted in Figure 1.  
In the process of service management, it is necessary to monitor both the compliance of the service characteristics with the normative indicators and to make adjustments to the norms, if necessary. Moreover, while the parameters of the network can be determined using the appropriate equipment, customer feedback on the quality of services received is carried out by the ratio of QoS (Quality of Service) offered by the service provider, and QoS perceived by the customer, or QoE (Quality of Experience). According to ITU-T E.800 recommendations [4], QoS characterizes the overall effect produced by the service, determining the degree of customer satisfaction with the service. In this case, the provider evaluates QoS as a set of technical characteristics of network elements. Recommendation Y.1540 [5] considers the following characteristics of IP packet networks as the most important in terms of their impact on the end-to-end QoS (from source to destination): delay, throughput, packet loss, etc. [6,7]. The customers' QoE requirements determine the level of service quality required by the customer. The criteria and parameters that define this level are reflected in the requirements. The QoS offered by the provider is a list of clearly defined requirements that can be used: as a basis for forming an SLA (Service Level Agreement) for the provider to declare the level of quality available to customers; as a basis for planning and maintaining the service at a given level; as a basis for customers when choosing a provider that provides the most acceptable level of service quality. The QoS achieved by the provider is the level of quality of service actually provided by the provider. It can be used: by customers; by the regulator as a basis for comparison of the service quality level offered by the provider and actually provided as well as verification of SLA execution; by the provider as a basis for adjustments. The QoE achieved by the customer is the quality of service experienced by the customer and expressed in the form of evaluation. It is based on customer surveys and characterizes the customer's opinion about the quality of received services. These data can be used for: comparison with the offered level of service quality and determination of reasons for deviations; planning of adjustments. In this case, there should be a device in the network that compares the difference between the required quality level and the actual one and, if it exceeds the allowed value, determines what changes in the network configuration are necessary and generates the corresponding control signals. Figure 1: The correlation between the customer and provider points of view on the quality of service. An important aspect is the network response time to the customer's opinion, which can be reduced with constant monitoring of the QoE and the ability of the network management system to predict the customer response.