<p>Jönköping Energi AB (JEAB) is a local energy supplier for the county of Jönköping. JEAB also maintain the local Metropolitan Area Network (MAN). They have recently installed GPON in a portion of their network and have connected it to the MAN via an Extreme switch.</p><p>However JEAB would prefer to use Cisco equipment instead of Extreme since the MAN comprises of Cisco hardware. They require a solution to connect GPON to the MAN with a recently purchased line card (Cisco 7600 ES20) which can be installed in a Cisco 6500 Catalyst switch. There is also a possible solution with an Alcatel-Lucent 7450 ESS-1 switch. The proposed solution is to use Virtual Private LAN Service (VPLS), though the exact implementation required is unknown. Additionally JEAB have asked for research into GPON and VPLS in order to improve their understanding of both techniques. This would be of benefit to them both now and in the future.</p><p>In order to achieve the stated objectives the following questions are raised:</p><p>• How does GPON work?</p><p>• How does VPLS work?</p><p>• How can GPON be connected to the MAN via Cisco Systems 6500 Catalyst switch/7600 Router?</p><p>• How can GPON be connected to the MAN via Alcatel-Lucents 7450 ESS-1?</p><p>The research into GPON and VPLS provides the required background knowledge in order to investigate how GPON can be connected to the MAN. The main body of the work is to analyse the requirements of the company and build a configuration which satisfies them. The desired implementation via Cisco Systems solution was deemed unsuitable due to a feature of DHCP option 82 which did not function as required. The focus then turned to Alcatel-Lucents solution.</p><p>The resulting solution uses a part of VPLS via Alcatel-Lucents 7450 ESS-1. All the key elements are included, including hiding customer VLANs from the ISP and per-service QoS bandwidth management.</p><p>The conclusion is that whilst using Alcatel-Lucents solution means a deviation from the all-Cisco implementation that had been planned; the benefit of including all the desired functionality outweighs the mixing of manufacturers.</p><p>The techniques of GPON and VPLS are extremely versatile and can be used in a variety of networks. Therefore there is scope for further research into how these two techniques can be used together in other types of MAN.</p>

Data stream processing in the industrial as well as in the academic field has gained more and more importance during the last years. Consider the monitoring of industrial processes as an example. There, sensors are mounted to gather lots of data within a short time range. Storing and post-processing these data may occasionally be useless or even impossible. On the one hand, only a small part of the monitored data is relevant. To efficiently use the storage capacity, only a preselection of the data should be considered. On the other hand, it may occur that the volume of incoming data is generally too high to be stored in time or–in other words–the technical efforts for storing the data in time would be out of scale. Processing data streams in the context of this thesis means to apply database operations to the stream in an on-the-fly manner (without explicitly storing the data). The challenges for this task lie in the limited amount of resources while data streams are potentially infinite. Furthermore, data stream processing must be fast and the results have to be disseminated as soon as possible. This thesis focuses on the latter issue. The goal is to provide a so-called Quality-of-Service (QoS) for the data stream processing task. Therefore, adequate QoS metrics like maximum output delay or minimum result data rate are defined. Thereafter, a cost model for obtaining the required processing resources from the specified QoS is presented. On that basis, the stream processing operations are scheduled. Depending on the required QoS and on the available resources, the weight can be shifted among the individual resources and QoS metrics, respectively. Calculating and scheduling resources requires a lot of expert knowledge regarding the characteristics of the stream operations and regarding the incoming data streams. Often, this knowledge is based on experience and thus, a revision of the resource calculation and reservation becomes necessary from time to time. This leads to occasional interruptions of the continuous data stream processing, of the delivery of the result, and thus, of the negotiated Quality-of-Service. The proposed robustness concept supports the user and facilitates a decrease in the number of interruptions by providing more resources.

Gemeinsamer Workshop von Universitaetsrechenzentrum und Professur Rechnernetze und verteilte Systeme der Fakultaet fuer Informatik der TU Chemnitz. Der Dynamic Traffic Shaper erlaubt ein dynamisches Bandbreiten-Management von begrenzten Netzzugängen unter Zuhilfenahme der Quality-of-Service-Möglichkeiten des Linux-Kerns. Er wird typischerweise auf einem Router, der das gemanagete lokale Netz mit dem Internet verbindet, eingesetzt. Nutzer dieses Netzes werden anhand ihrer Transfervolumina für eine gewisse Zeit in verschiedene Nutzergruppen mit unterschiedlichen Bandbreiten eingeordnet. Damit soll sichergestellt werden, dass über einen bestimmten Zeitraum nur ein festgelegtes Datenvolumen verursacht werden kann. In diesem Vortrag werden die aktuellen Entwicklungen beim Einsatz im Chemnitzer Studentennetz aufgezeigt.

Das Chemnitzer StudentenNetz (CSN) setzt seit mehreren Jahren ein System zur automatischen Regelung der Bandbreite ("DynShaper") basierend auf den Grundlagen der Diplomarbeit von Jan Horbach "Dynamische Bandbreitenbeschränkung mit QoS" ein. Aufgrund der weiterhin bestehenden Notwendigkeit zum Einsatz dieses Systems, ist es nötig die DynShaper-Software zu überarbeiten, um ihre Implementierung an die Standards des CSN anzupassen und die unvollständige Dokumentation zu ergänzen. Hauptaugenmerk liegt dabei auf der Integration des Systems in die bestehende Softwarearchitektur des CSN und der Schaffung einer modularen Implementierung zur Evaluierung anderer Berechnungsverfahren.

Rapidly increasing transistor densities have led to the emergence of richly-integrated substrates in the form of chip multiprocessors and systems-on-a-chip. These devices integrate a variety of discrete resources, such as processing cores and cache memories, on a single die with the degree of integration growing in accordance with Moore's law. In this dissertation, we address challenges of scalability and quality-of-service (QOS) in network architectures of highly-integrated chips. The proposed techniques address the principal sources of inefficiency in networks-on-chip (NOCs) in the form of performance, area, and energy overheads. We also present a comprehensive network architecture capable of interconnecting over a thousand discrete resources with high efficiency and strong guarantees. We first show that mesh networks, commonly employed in existing chips, fall significantly short of achieving their performance potential due to transient congestion effects that diminish network performance. Adaptive routing has the potential to improve performance through better load distribution. However, we find that existing approaches are myopic in that they only consider local congestion indicators and fail to take global network state into account. Our approach, called Regional Congestion Awareness (RCA), improves network visibility in adaptive routers via a light-weight mechanism for propagating and integrating congestion information. By leveraging both local and non-local congestion indicators, RCA improves network load balance and boosts throughput. Under a set of parallel workloads running on a 49-node substrate, RCA reduces on-chip network latency by 16%, on average, compared to a locally-adaptive router. Next, we target NOC latency and energy efficiency through a novel point-to-multipoint topology. Ring and mesh networks, favored in existing on-chip interconnects, often require packets to go through a number of intermediate routers between source and destination nodes, resulting in significant latency and energy overheads. Topologies that improve connectivity, such as fat tree and flattened butterfly, eliminate much of the router overhead, but require non-minimal channel lengths or large channel count, reducing energy-efficiency and/or performance as a result. We propose a new topology, called Multidrop Express Channels (MECS), that augments minimally-routed express channels with multi-drop capability. The resulting richly-connected NOC enjoys a low hop count with favorable delay and energy characteristics, while improving wire utilization over prior proposals. Applications such as virtualized servers-on-a-chip and real-time systems require chip-level quality-of-service (QOS) support to provide fairness, service differentiation, and guarantees. Existing network QOS approaches suffer from considerable performance and area overheads that limit their usefulness in a resource-limited on-die network. In this dissertation, we propose a new QOS scheme called Preemptive Virtual Clock (PVC). PVC uses a preemptive approach to provide hard guarantees and strong performance isolation while dramatically reducing queuing requirements that burden prior proposals. Finally, we introduce a comprehensive network architecture that overcomes the bottlenecks of earlier designs with respect to area, energy, and QOS in future highly-integrated chips. The proposed NOC uses a topology-centric QOS approach that restricts the extent of hardware QOS support to a fraction of the network without compromising guarantees. In doing so, network area and energy efficiency are significantly improved. Further improvements are derived through a novel flow-control mechanism, along with switch- and link-level optimizations. In concert, these techniques yield a network capable of interconnecting over a thousand terminals on a die while consuming 47% less area and 26% less power than a state-of-the-art QOS-enabled NOC. The mechanisms proposed in this dissertation are synergistic and enable efficient, high-performance interconnects for future chips integrating hundreds or thousands of on-die resources. They address deficiencies in routing, topologies, and flow control of existing architectures with respect to area, energy, and performance scalability. They also serve as a building block for cost-effective advanced services, such as QOS guarantees at the die level. / text

The intent of this report is to expose the audience to the contemporary organization of the Internet and to highlight the challenges it has to deal with in the future as well as the current efforts being made to overcome such threats. This report aims to build a frame of reference for how the Internet is currently structured and how the different layers interact together to make it possible for the Internet to exist as we know it. Additionally, the report explores the challenges the current Internet architecture design is facing, the reasons why these challenges are arising, and the multiple efforts taking place to keep the Internet working. In order to reach these objectives I visited multiple sites of organizations whose only reason for existence is to support the Internet and keep it functioning. The approach used to write this report was to research the topic by accessing multiple technical papers extracted from the IEEE database and network conferences reviews and to analyze and expose their findings. This report utilizes this vii information to elaborate on how network engineers are handling the challenges of keeping the Internet functional while supporting dynamic requirements. This report exposes the challenges the Internet is facing with scalability, the existence of debugging tools, security, mobility, reliability, and quality of service. It is explained in brief how each of these challenges are affecting the Internet and the strategies in place to vanquish them. The final objectives are to inform the reader of how the Internet is working with a set of ever changing and growing requirements, give an overview of the multiple institutions dedicated to reinforcing the Internet and provide a list of current challenges and the actions being taken to overcome them. / text

Η μερική αντικατάσταση των παραδοσιακών ενσύρματων επικοινωνιών από ασύρματες οδήγησε στην ανάγκη για κατάλληλη σχεδίαση των ασύρματων δικτύων, ώστε να υποστηρίζουν τα απαιτούμενα επίπεδα ποιότητας. Η προσφερόμενη ποιότητα περιορίζεται σίγουρα από φυσικά εμπόδια όπως τα όρια που έθεσε ο Shannon, αλλά και από την περιορισμένη γνώση μας στην εκπομπή και διάδοση κυμάτων. Η διαρκής βελτίωση της ικανότητας των ασύρματων δικτύων να προσφέρουν υψηλής ποιότητας υπηρεσίες είναι όμως γεγονός και οφείλεται σε δύο βασικούς ερευνητικούς άξονες, αυτόν που εφευρίσκει νέες μεθόδους επικοινωνίας (διαμόρφωση, κωδικοποίηση, πολυπλεξία, κεραίες κ.α.) και αυτόν που προσπαθεί να βελτιώσει τη διαχείριση των ήδη υπαρχόντων πόρων. Η παρούσα διατριβή προσφέρει επιστημονικές ιδέες και μοντέλα, που έχουν σαν σκοπό την καλύτερη διαχείριση των πόρων. Τα παραδοσιακά αλλά και τα μοντέρνα δίκτυα κινητής τηλεφωνίας έχουν κατακλύσει την αγορά. Η λειτουργία τους όμως, παραμένει να κινείται στα πλαίσια συμβιβασμών, προσφέροντας χαμηλή ποιότητα υπηρεσίας. Η είσοδος των ασύρματων δικτύων υπολογιστών στην αγορά, ως ανταγωνιστές παροχής κλασικών υπηρεσιών (υπηρεσία φωνής και υπηρεσία δεδομένων), δίνει μια ώθηση αναπροσαρμογής των στόχων των δικτύων κινητής τηλεφωνίας. Οι προτεινόμενοι αλγόριθμοι διαχείρισης των δικτύων αυτών προσφέρουν καλύτερη ποιότητα υπηρεσιών με αλλαγή μεμονωμένων μόνο τμημάτων του δικτύου, χωρίς την ασύμφορη ολική επανασχεδίασή του. Αποτελούν δηλαδή πρακτικές λύσεις για την αποδοτικότερη λειτουργία των ήδη εγκατεστημένων δικτύων. Από την άλλη πλευρά, η ανερχόμενη τεχνολογία των ασύρματων δικτύων υπολογιστών βρίσκεται περισσότερο σε ανταγωνισμό με τα κλασικά ενσύρματα δίκτυα υπολογιστών. Το πλεονέκτημα της ελεύθερης κίνησης μετατρέπεται σε δυσβάσταχτο περιορισμό όταν η σύγκριση ποιότητας των δύο δικτύων είναι αναπόφευκτη. Για το λόγο αυτό, υπάρχει η μεγάλη ανάγκη τα ασύρματα δίκτυα να γίνουν ανταγωνιστικά των ενσύρματων και κυρίως να παρέχουν ποιότητα ικανού επιπέδου, ώστε οι διάφορες υπηρεσίες να μπορούν να λειτουργήσουν ανεπηρέαστες από την χρήση του ασύρματου καναλιού. Οι προτεινόμενοι αλγόριθμοι σε αυτόν τον τομέα αποσκοπούν στην βελτίωση της λειτουργίας των ασύρματων δικτύων με τελικό σκοπό την εξασφάλιση επιπέδων ποιότητας. Για την μελέτη των ασύρματων δικτύων κινητής τηλεφωνίας και υπολογιστών και την εξαγωγή συμπερασμάτων απαιτούνται αναλυτικές μέθοδοι περιγραφής και εξομοιώσεις των δικτύων αυτών ώστε να γίνουν και οι κατάλληλες συγκρίσεις της προσφερόμενης ποιότητας. Ο τομέας αυτός της επιστήμης είναι διαρκώς ενεργός καθώς νέες τεχνικές και αναλύσεις προτείνονται συνεχώς. Με στόχο την ανάλυση και την εξομοίωση των προηγούμενα αναφερθέντων αλγορίθμων αναπτύχθηκε ένας αριθμός τεχνικών, που αποτελούν αναπόσπαστο τμήμα της διατριβής αυτής. Στα πλαίσια της διατριβής αυτής και συγκεκριμένα στο τμήμα μελέτης της επίδοσης των δικτύων, προτείνεται η μετατροπή μη γραμμικών αλυσίδων Markov σε γραμμικές, για χρήση σε προβλήματα κίνησης ταυτόχρονων πολλαπλών υπηρεσιών. Η προτεινόμενη μεθοδολογία οδηγεί σε ταχύτατο υπολογισμό της αλυσίδας με τη χρήση μιας προσέγγισης. Παράλληλα, αναλύεται ο χρόνος διαμονής και ο εναπομένων χρόνος διαμονής σε μια κυψέλη. Η ανάλυση γίνεται εκ του μηδενός και με χρήση βασικών στοχαστικών μοντέλων, ενώ το αποτέλεσμα καταλήγει σε κατανομή gamma, κάτι που είχε ήδη παρατηρηθεί από πειράματα στην βιβλιογραφία. Στη συνέχεια κατασκευάζεται ένα ντετερμινιστικό μοντέλο εξομοίωσης που μπορεί να εφαρμοστεί εύκολα μέσω ενός χάρτη σε κάθε πόλη με ορθογώνια δόμηση. Στο τμήμα των δικτύων κινητής τηλεφωνίας προτείνεται ένας αλγόριθμος διαχείρισης και αποδοχής κλήσεων που προκαλεί μεταπομπές συστήματος (system initiated handover). Η χρήση των μεταπομπών αυτών επιφέρει μεταβλητή χωρητικότητα (soft capacity) σε μια ομάδα κυψελών με αποτέλεσμα την αποδοτικότερη διαχείριση πόρων σε περιπτώσεις άνισης κατανομής κίνησης. Ένας άλλος αλγόριθμος προτείνεται για διαρκή διαπραγμάτευση (real-time negotiation) ποιότητας μεταξύ του δικτύου και του χρήστη με αποτέλεσμα την καλύτερη οργάνωση και διαχείριση των πόρων. Αποδεικνύονται η δυνατότητα χρήσης του αλγορίθμου σε πραγματικό χρόνο και τα οφέλη που αποκομίζονται από αυτήν. Στο τμήμα ασύρματων δικτύων υπολογιστών προτείνεται ένα νέο πρωτόκολλο πρόσβασης μέσου, για χρήση στα ασύρματα τοπικά δίκτυα. Το πρωτόκολλο αυτό είναι πλήρως κατανεμημένο (μπορεί να χρησιμοποιηθεί και σε αυτοοργανονούμενα δίκτυα - ad hoc), ενώ προσφέρει τη δυνατότητα παροχής διαφορετικών επιπέδων ποιότητας, από άριστη ποιότητα για κλήσεις πραγματικού χρόνου μέχρι ποιότητα καλύτερης δυνατής προσπάθειας (best effort). Επίσης προτείνονται αλγόριθμοι βελτίωσης των ασύρματων δικτύων αισθητήρων. Αναλύεται συγκεκριμένα ο αυτόματος εντοπισμός κόμβων με χρήση τριγωνισμού και μεταβλητής ισχύος σημάτων-φάρων και η εξοικονόμηση ενέργειας με χρήση συστημάτων πολλαπλών κεραιών (MIMO). / The trend of replacing the traditional wired communications with their wireless counterparts led to the need for better design and organization of wireless networks so as to provide the necessary Quality of Service (QoS) levels. The offered QoS is bounded by Shannon’s limit and from the limitation of human knowledge on the wireless channel matters. However, the constant improvement of network performance is a fact based on two parallel scientific axes, the one that provides new communication techniques (modulation, coding, multiple access, antennas, etc) and the one that handles the already invented methods in an optimized manner. This thesis offers new scientific ideas and models for better resource management of wireless networks. Traditional and modern mobile telephone networks have occupied the market. Nevertheless, their functionality is still based on compromising of offered quality with the needs of a two-way voice application. Wireless computer networks appear in the market as contenders of voice service, acting like a threat to telephone networks. The proposed models for the mobile telephone networks provide solutions for improving overall QoS by altering only minor parts of these already-installed networks. On the other hand, the advancement of the wireless technology gives rise to visions of the so called Broadband Wireless Access. Computer Networks are expected to offer global roaming and provide traditional services over the IP protocol. In this context, QoS is necessary for guaranteeing service levels of quality. The proposed models in this part are focused in offering acceptable quality levels over the wireless channel for these services. The performance analysis of wireless networks requires the use of analytical approaches and simulation of these networks in order to assess the final offered quality. This section of science is constantly developing since new methods and techniques are applied to different parts of research. Through the procedure of analyzing the wireless networks in this thesis, a number of new techniques have been invented which constitute an important part of it. In terms of network traffic description, a new transformation of nonlinear markov chain to linear is proposed. By means of this transformation, the calculation of unbalanced nonuniform traffic can be accelerated. In the section of performance analysis, the sojourn time and the remaining sojourn time are analytically calculated. These cell parameters are found to follow a gamma distribution, a result that is backed from simulations in bibliography. Moreover, a deterministic simulation model is derived to enable easy calculation of these parameters from a map. As regards the mobile telephone networks, a new call admission control scheme is proposed in order to simulate soft capacity functionality in 2G networks. This feature, organizes better the resources in a cluster in cases of inhomogeneous network traffic. Moreover, a QoS negotiation algorithm is proposed for use in 3G networks (e.g. UMTS). Real-time negotiation is proposed for better resource organization and management. The gain from these schemes is calculated and presented. A new Medium Access Control (MAC) protocol is proposed for use in 802.11 Wireless Local Area Networks. This protocol is backward compatible with the protocol 802.11e and offers better quality infrastructure for VoIP services. The proposed protocol is analyzed and simulated and the results are compared to the previously used protocols to showcase the improvements. A new analytical approach with better accuracy is proposed for this reason. Finally, two techniques are proposed for improving the quality of wireless sensor networks. Firstly, a technique for low cost real-time localization with a small number of GPS or other beacons is proposed and tested. Secondly, a means of energy conservatiοn by use of Multiple Input Multiple Output (MIMO) systems is proposed, and then the gain from a QoS scheme is derived.

Στόχος της εργασίας είναι να εμβαθύνει πάνω στο σημαντικό θέμα της ποιότητας υπηρεσίας, εξειδικεύοντας το θέμα για τα ATM switches. Μελετά τους αλγορίθμους που εφαρμόζονται ή λειτουργούν σε θεωρητικό επίπεδο για τα ATM switches και τον τρόπο που επηρεάζουν τις διάφορες παραμέτρους του QoS. Για το λόγο αυτό ορισμένοι αλγόριθμοι εφαρμόζονται σε εξομοιωτή δικτύων και με βάση τη συμπεριφορά τους εκτιμάται η επίδραση των διαφόρων αλγορίθμων στην απόδοση και τη συμπεριφορά των δικτύων. / This research examines closely the important issue of quality of service, specializing the issue on ATM switches. It examines the algorithms that are applied or used on theoretical level on ATM switches and the way they affect the QoS parameters. For this reason some algorithms are applied on a network simulator and according the network’s behavior we estimate the effect of different algorithms on networks’ performance and behavior.

The rapid growth in client application demands, in terms of bandwidth and (QoS), has motivated the deployment of the optical technology at Metro Access and Metro Core Networks. More diverse and more intelligent optic devices are required for efficiently management of huge capacity in the network. The explosion in demand for network bandwidth is mainly due to the growth in data traffic whose nature is also becoming more and more complex. In general, most of service-based traffics are transported in networks which are now being dominated by the optical switching technology. Nevertheless, such technology has some drawbacks such as inflexible and non-scalable properties. (OPS), which offers significant benefits in terms of both network efficiency and control scalability, may overcome these limitations. This has motivated the orientation from optical circuit switching to optical packet switching in the future network infrastructure. In reality, optical packet switching ring (OPSR) networks, which combine the packet switching technology with the well-known advantages of ring topology such as fast service restoration in cases of failure and high gain of statistical traffic multiplexing over the ring, appear to be the technology of choice for the next generation of Metro Area Networks. A new OPSR architecture which is based on the all-optical infrastructure that offers intelligent features with lower cost while maximizing processing time and is now considering being replaced existing opto-electronic architectures such as Resilient Packet Ring, have been presented in the scope of the dissertation. The key element of such network is Packet Optical Add/Drop Multiplexer (POADM) which is implemented inside a ring node, allowing the node to exploit the optical transparency. This dissertation hence focuses on the performance evaluation of the new generation of OPSR network. In this dissertation, we have investigated the performance analysis (in terms of packet delay and queue-length distribution of access nodes) of an optical synchronous bus-based metropolitan network supporting fixed-size packets. We have modeled each access node by an embedded discrete time Markov chain (EDTMC). The solution of the EDTMC allows us to compute the approximate probability that access nodes on the bus "see" free slots in the transit line. Using a recursive analysis technique, we approximately outline the mean waiting time of client packets coming from the upper layer as well as an approximate queue-length distribution of local buffers at access nodes in two cases: with and without QoS guarantees. To characterize the performance of an asynchronous OPSR network, we have evaluated the impact of Optical fixed-Size Packet Creation on the network performance without and with different quality of services (QoS) requirements. Performance analysis of such systems has allowed us to identify a reasonable combination of some parameters (timeslot duration, timer expiration values, profile of client traffic and network load) which may be able to improve the bandwidth utilization of the network for a given traffic matrix. The most important point that we have mentioned in the dissertation is the comparison of two architectural approaches: Variable Length - Optical Packet Format (VL-OPF) model supporting empty packets versus Fixed Length - Optical Packet Format (FL-OPF) model. In addition to CoS-Upgrade Mechanism (CUM) which is proposed to improve the filling ratio of the optical container, we have proposed a novel mechanism named Dynamic CoS-Upgrade Mechanism (DCUM) where timers are dynamically changed according to the state of the local buffer of network nodes and the traffic circulating in the network, in order to create containers with a high filling ratio while limiting the time needed for their creation.

Problema: Kiekvienas klientas nori gauti kokybiškas ir nepriekaištingas paslaugas, svarbu klientui kaip yra pateikiama paslauga, ir ar ji atitinka jų lūkesčius. Norint patenkinti klientų lūkesčius, visų pirma, svarbu juos tinkamai aptarnauti, išsiaiškinti jų poreikius. Tačiau ne visada klientas lieka patenkintas suteiktu aptarnavimu. Kokios yra klientų aptarnavimo kokybės tobulinimo galimybės, kad atitiktų klientų lūkesčius? Darbo tikslas – nustatyti klientų aptarnavimo kokybės tobulinimo galimybes Kauno miesto kelionių agentūrose. Darbo objektas – klientų aptarnavimo kokybės tobulinimo galimybės Kauno miesto kelionių agentūrose. Darbo uždaviniai: 1. Pateikti kokybės sampratos esmę; 2. Išskirti paslaugų kokybės vertinimo parametrus bei metodus ir įvertinti jų privalumus bei trūkumus; 3. Nustatyti klientų pagrindines aptarnavimo klaidas bei jų tobulinimo galimybes turizmo srityje; 4. Sukurti klientų aptarnavimo kokybės tobulinimo galimybių vertinimo modelį; 5. Pagal sukurtą modelį įvertinti klientų aptarnavimo kokybę Kauno miesto kelionių agentūrose bei jų tobulinimo galimybes. Magistro darbe siekiama apibendrinti klientų aptarnavimo kokybę bei jos tobulinimo galimybes Kauno miesto kelionių agentūrose. Išanalizavus kliento aptarnavimo kokybės įvertinimo metodikos mokslinius sprendimus, atliktas klientų aptarnavimo kokybės tobulinimo galimybių tyrimas Kauno miesto kelionių agentūrose. Remiantis įvairių užsienio autorių išanalizuota literatūra galima daryti išvadą, kad... [toliau žr. visą tekstą] / The problem: Every client wants to get high quality and impeccable service, it is important to the customer as the service is provided, and whether it meets their expectations. To meet customers' expectations, in particular, it is important to properly handle them, ascertain their needs. However, it is not always the customer remains satisfied with obtaining a service. So the need to seek answers to the question: what is the customer service quality improvement opportunities? Research aim - to improve the quality of customer service capabilities in Kaunas travel agencies. Research object - customer service quality improvement opportunities in Kaunas travel agencies. Research tasks: 1. The quality of the concept of the essence; 2. To distinguish the quality of service parameters and the assessment methods and assess their strengths and weaknesses; 3. Identify the key customer service mistakes and improvement opportunities in the tourism field; 4. Create customer service quality improvement opportunities for the assessment model; 5. In the developed model to assess the quality of customer service in Kaunas travel agencies and their development potential. Master's work aims to summarize the theory of customer service quality and its development opportunities in Kaunas travel agencies. The analysis of the customer service quality evaluation methodology of scientific decisions, made in customer service quality improvement opportunities for study in Kaunas travel agencies... [to full text]