Context: Nowadays one of the most beneficial business in IT area is web services with huge amount of users. The key ofsuccess in these type of services is flexibility in terms of providing same quality of services (QoS) and ability of fasttroubleshooting when number of users increase rapidly. To achieve these targets, evaluation of the user satisfaction is highlyessential. Moreover it is required to link user dissatisfaction to QoS parameters in terms of troubleshooting.

Objectives: The main aim the research is to find an intelligent method for evaluation of the user satisfaction. The method isproposed to estimate quality-of-experience (QoE) without asking users to send their feed back. Connecting to this aim, thesecond target is finding the definition of function in equations of QoS=function(QoE). And finally, comparison of theimpact of QoS parameters on mobile application users and web site users is the last objective.

Methods: For this research a web-server for video sharing propose is designed. The users can use it via web site or anAndroid mobile application. The three main QoS parameters (Packet-loss, delay and throughput) are changed gradually. Theusers are asked to score the mobile application and web site at the same time. In parallel the traffic of web-server is capturedand analyzed. Then based on variations in mean opinion scores (MOS) and also changes in TCP flags, the proper patternsfor each of the QoS parameters is provided. In this part the QoE is linked to transport layer. For the second objective, theQoE is directly linked to QoS. On the other words the graphs with QoE as horizontal axis and one of the QoS parameters asvertical axis are provided. And finally based on the gradient of these trends, the amount of impact of QoS parameters onmobile application users and web site users is compared.

Results: Based on the results of the research, decrement in SYN and FIN flags and increment in ACK is an alarm for downgoing user satisfaction. In this situation, the problem is belongs to packet-loss. Increasing in the percentage of SYN is alsoa signal for user dissatisfaction. In this case, the problem is result of delay. And finally if the web-server problem is aboutthroughput then, SYN, FIN and ACK has up going trends. In all of the cases the rest of TCP flags has not clear up going ordecreasing trend.The correlation between QoS and QoE is formulated. The trends of MOS relative to QoS parameters for mobile phone andlaptop are very similar in case of packet-loss. For throughput the mobile phone users are a little more sensitive. The mostsignificant difference between the MOS values for mobile application and web site is belongs to delay. The increment indelay has really big negative effect on mobile application users.

Conclusion: The final method for user satisfaction evaluation is based on the way of variations in the TCP flags. Among allthe flags, SYN, FIN and ACK passed the criteria to make the patterns. Moreover the method indicate the problem isbelongs to which of the QoS parameters. The correlation between QoE and QoS is formulated. And finally according tothese formulas, two separate web-servers for mobile application and web site is recommended.