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Due to the recent technological advances, many advanced mobile telephony services have been introduced. Thus the proper selection and the efficient service among various alternatives at hand are keys for selecting the best in the customer's point of view. The purpose of this study is to analyze the mobile telephony quality of service factors in the viewpoint of service selection. This study explores the factors to be considered by customers when choosing a telephony service. A hierarchical framework, supporting the mobile telephony quality of service, is presented. The framework is composed of a novel hierarchical structure of criteria and sub-criteria. We first describe the basics on mobile telephony technology. The terms of quality and quality of service are discussed from the viewpoint of end users (customers) satisfaction. Finally we analyse in deep each one of the factors, presented herein and we conclude with a discussion on our findings.