La presente investigación realizada tiene como objetivo general determinar la relación que existe entre la calidad de servicio y la satisfacción del cliente de la Financiera Qapaq S.A – Huancayo, 2017. La investigación se basa en el método científico, por su finalidad es pura, con un diseño no experimental - transaccional, de naturaleza cualitativa y nivel descriptivo correlacional, con una técnica de investigación que se restringe a la utilización de la encuesta, de un cuestionario basado en el método SERVQUAL, a una muestra que está conformada por 384 clientes de la Financiera Qapaq S.A – Agencia Huancayo. Para la obtención de resultados se aplicó un cuestionario con escala de Likert el cual está compuesto por 16 preguntas, estas fueron elaboradas de acuerdo con las variables en estudio. De estas, se concluyó que tanto a calidad de servicio y la satisfacción del cliente tienen una correlación directa.

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Informal public transport (IPT) has emerged as an adaptive alternative to formal public transport in developing countries. The informal public transport service has both positive and negative impacts on the wellbeing of urban dwellers. As such, there are varying discourses on whether IPT should be considered an urban resource or a problem. The impact of urban growth in terms of population increase and urban spatial sprawl creates public transport challenges in developing countries. It is against this backdrop that this study explored the perceptions of informal public transport stakeholders on the quality of service (QoS) experienced in the City of Ibadan, Nigeria. A pragmatist philosophical approach is adopted in this study in order to explore the stakeholders' perceptions of the QoS of IPT in Ibadan. A convergent mixed methods research design was employed to explore the set objectives seeking to understand how the impact of urban growth in Ibadan has developed a demand for public transport, more so against the backdrop of the diminished public investment in transport services and infrastructure. The study seeks to identify and explore stakeholders' perceptions on the established IPT in Ibadan. The study developed a multi-criteria evaluation model to explore and analyse such perceptions on QoS on identified three Local Government Authorities (LGAs) in Ibadan. The identified issues are discussed using culture sensitisation of governance in the context of Ibadan and reflecting such perceptions against the ideals for individuals and public. Findings from the study reveal mixed stakeholders' perceptions. The descriptive analysis and narratives of the stakeholders reveal that some of the criteria are positively perceived. The application of the Kruskal Wallis Analysis for variability across the three studied local authorities reveal that there is insignificant influence of the socioeconomic characteristics of the users on perceptions of IPT. However, an analysis of individual criteria established in the multi-criteria evaluation model reveals a low users' perceptions of the QoS provided by IPT users. The study concludes that the positive perceptions attributed by users of the IPT, despite its otherwise poor QoS, is explained by the fact that the use of IPT in Ibadan is not out of public choice but a necessity given that there is no other alternative mode of public transport. Consequently, the study concludes that perceptions of informal public transport relate to the impact on individuals and public wellbeing. This is alternative thought from discourses that perceive urban growth in terms of population growth and physical spatial sprawl to the shift towards explaining the impact of urban growth and need for transport in terms of public wellbeing. Following on to this, the study draws a recommendation for a transport policy and practice developed from the nexus of the regulatory state, the informal transport sector and the users of informal transport driven by the view that informal transport is a key contributor to public wellbeing in cities of the developing world. Thus, the IPT should be sensitised as a permanent and 'formal' element for the City of Ibadan and not perceived as illegal and targeted for withdrawal from the urban.

Differentiated services (Diffserv) is a scalable architecture and is proposed to provide QoS guarantee services in the current best effort network environment. In this thesis, we will introduce the Diffserv model and the Diffserv router components in detail. Related works proposed by researchers to improve the performance of the Diffserv networks are categorized and discussed. Common challenges in the Diffserv networks are pointed out. Then a weighted fair share algorithm is proposed to solve these challenges.

The low power regime has attracted various researchers in the information theory and communication communities to understand the performance limits of wireless systems. Indeed, the energy consumption is becoming one of the major limiting factors in wireless systems. As such, energy-efficient wireless systems are of major importance to the next generation wireless systems designers. The capacity is a metric that measures the performance limit of a wireless system. The study of the ergodic capacity of some fading channels in the low power regime is the main subject of this thesis. In our study, we consider that the receiver has always a full knowledge of the channel state information. However, we assume that the transmitter has possibly imperfect knowledge of the channel state information, i.e. he knows either perfectly the channel or only an estimated version of the channel. Both radio frequency and free space optical communication channel models are considered. The main contribution of this work is the explicit characterization of how the capacity scales as function of the signal-to-noise ratio in the low power regime. This allows us to characterize the gain due to the perfect knowledge compared to no knowledge of the channel state information at the transmitter. In particular, we show that the gain increases logarithmically for radio frequency communication. However, the gain increases as log2(Pavg) or log4(Pavg) for free-space optical communication, where Pavg is the average power constraint imposed to the input. Furthermore, we characterize the capacity of cascaded fading channels and we applied the result to Rayleigh-product fading channel and to a free-space optical link over gamma-gamma atmospheric turbulence in the presence of pointing errors. Finally, we study the capacity of Nakagami-m fading channel under quality of service constraints, namely the effective capacity. We have shown that the effective capacity converges to Shannon capacity in the very low power regime.

Overbooking is a technique used by network providers to increase bandwidth utilization. If the overbooking factor is chosen appropriately, additional virtual circuits can be admitted without degrading quality of service for existing customers. Most existing implementations use a single factor to accept a linear fraction of traffic requests. High values of this factor may cause the degradation of quality of service whereas low overbooking factors will result in underutilization of bandwidth. Network providers often select overbooking factors based only on aggregate average virtual circuit utilization. This paper proposes a selective overbooking scheme based on trunk size and usage profile. Experiments and analysis show that the new overbooking policy results in a superior network performance.

La gran cantidad de contenidos puestos a disposición de los usuarios en Internet, ha exigido estudiar la conveniencia de aplicación de diversas técnicas para mejorar la performance de las redes de telecomunicaciones, las cuales son afectadas por retardos, variación del retardo, ancho de banda y pérdida de paquetes. Dado que, estos parámetros están presentes permanentemente, que a veces no pueden mejorarse por cuestiones físicas y que las aplicaciones poseen requerimientos para su correcto funcionamiento, estas propiedades deben ajustarse dentro de ciertos límites para garantizar a los usuarios la entrega de la información, priorizar el tráfico, minimizar y controlar la congestión, entre otras cosas. Estos límites se acuerdan entre cliente y proveedor mediante Acuerdos de Niveles de Servicio. Desde los comienzos del desarrollo de Internet, estuvo presente un servicio de entrega de datos denominado Mejor Esfuerzo, el cual se caracteriza por la no aplicación de técnicas orientadas a brindar calidad de servicio. Las aplicaciones envían paquetes de datos cada vez que deben hacerlo, en la cantidad que necesiten y sin ningún tipo de permiso ni informe a la red de datos sobre los requerimientos de la transmisión. Resulta innegable que un modelo de estas características no posee la mejor performance ni el mejor desempeño. Para dar soporte a este gran volumen de tráfico se han desarrollado arquitecturas de calidad de servicio que plantean modelos para mejorar la performance de las aplicaciones. El primer modelo se denomina Arquitectura de Servicios Integrados y se caracteriza por analizar el tráfico y aplicar reservas de ancho de banda a determinados flujos de datos asociados a sesiones individuales. En función de cuan tolerante al retardo, a su variación y a la pérdida de paquetes sea una aplicación, se utilizan los servicios Garantizados y de Carga Controlada. El primero aplica estrictos límites de retardo y el segundo es utilizado en ambientes donde las aplicaciones pueden aceptar un cierto grado de variación del retardo. El segundo modelo se denomina Arquitectura de Servicios Diferenciados y se caracteriza por proporcionar diferentes niveles de servicio al tráfico mediante su clasificación en grupos denominados clases. La aplicación de cada una de estas, otorgará al flujo de datos un tratamiento predefinido para el reenvío de paquetes. El enfoque de la arquitectura de Servicios Diferenciados se encuentra en algún punto entre el servicio de Mejor Esfuerzo y la arquitectura de Servicios Integrados, pues, trata de dar un paso más allá del modelo de mejor esfuerzo para ofrecer un servicio mejor que el de mejor esfuerzo. En el presente trabajo se estudiarán técnicas para evitar y controlar la congestión, como así también la aplicación de la aplicación de políticas y modelado del tráfico. Este desarrollo inicial, complementa la posterior descripción de las arquitecturas de calidad de servicio mencionadas. / The vast quantity of content at Internet users’ disposal has demanded the consideration of applying diverse techniques to improve web performance in telecommunication seriously affected by delay, delay variation (jitter), bandwidth and packet loss. As these parameters are permanently present, sometimes it is not possible to improve them both due to physical reasons and the fact that applications possess requirement for their correct functioning, those properties must be adjusted within certain limits to guarantee users’ information delivery, prioritize traffic, minimize and control congestion and so on. Such limits are agreed upon between client and provider by Service Level Agreements. From the beginning of Internet development, a delivery service called Best Effort has been present characterised by not applying techniques oriented to provide quality of service. Applications send data packets each time they must, in the quantity needed and with neither permission nor report to the network of transmission requirements data. It goes without saying that such model does not perform or function well. Quality of Service Architectures has been developed to support this vast volume of traffic establishing models to improve applications performance. The first one is called Integrated Services Architecture, it analyses traffic and applies bandwidth reserves to determined data flows associated to individual sessions. Guaranteed and Controlled Load services are used depending on how tolerant is an application to delay, jitter and packet loss. The first one applies strict delay limits and the second one is used when applications can accept certain degree of jitter. The second architecture is called Differentiated Services and it provides different levels of services through sorting traffic in groups called classes. The use of each one of this will provide the data flow with predefined treatment for packet forwarding. The Architecture of Differentiated Services locates itself between the Best Effort service and the Integrated Services Architecture because it tries to go a step forward beyond the Best Effort model to offer a better service. The present work studies the techniques to control and avoid congestion as well as the application of policies and traffic modelling. This initial development complements the subsequent description of the service quality architectures above mentioned.

The Quality of Service (QoS) is a profound concept which is gaining increasing attention in the Internet industry. Best-effort applications are now no longer acceptable in certain situations needing high bandwidth provisioning, low loss and streaming of multimedia applications. New emerging multimedia applications are requiring new levels of quality of services beyond those supported by best-effort networks. Quality of service routing is an essential part in any QoS architecture in communication networks. QoS routing aims to select a path among the many possible choices that has sufficient resources to accommodate the QoS requirements. QoS routing can significantly improve the network performance due to its awareness of the network QoS state. Most QoS routing algorithms require maintenance of the global network's state information to make routing decisions. Global state information needs to be periodically exchanged among routers since the efficiency of a routing algorithm depends on link-state information accuracy. However, most QoS routing algorithms suffer from scalability due to the high communication overhead and the high computation effort associated with maintaining accurate link state information and distributing global state information to each node in the network. The ultimate goal of this thesis is to contribute towards enhancing the scalability of QoS routing algorithms. Towards this goal, the thesis is focused on Localised QoS routing algorithms proposed to overcome the problems of using global network state information. Using such an approach, the source node makes routing decisions based on the local state information for each node in the path. Localised QoS routing algorithms avoid the problems associated in the global network state, like high communication and processing overheads. In Localised QoS routing algorithms each source node maintains a predetermined set of candidate paths for each destination and avoids the problems associated with the maintenance of a global network state by using locally collected flow statistics and flow blocking probabilities.

This Master thesis deals with comparing the quality of the sport services in two male football clubs SK Buwol Metal Luka nad Jihlavou and SV Lausitz Forst. The research is performed both through the method of questionnaire the method known as SERVQUAL. The theoretical part deals with defining the concept of service itself; moreover it describes the service in sport in general and also the quality of service in sport. Furthermore, it includes methods for measuring the service quality. In the practical part, the results of questionnaires are analyzed, evaluated and interpreted. In addition, this part also includes suggested measures for improving the service quality of the examined football clubs.

The Quality of Service (QoS) is a profound concept which is gaining increasing attention in the Internet industry. Best-effort applications are now no longer acceptable in certain situations needing high bandwidth provisioning, low loss and streaming of multimedia applications. New emerging multimedia applications are requiring new levels of quality of services beyond those supported by best-effort networks. Quality of service routing is an essential part in any QoS architecture in communication networks. QoS routing aims to select a path among the many possible choices that has sufficient resources to accommodate the QoS requirements. QoS routing can significantly improve the network performance due to its awareness of the network QoS state. Most QoS routing algorithms require maintenance of the global network¿s state information to make routing decisions. Global state information needs to be periodically exchanged among routers since the efficiency of a routing algorithm depends on link-state information accuracy. However, most QoS routing algorithms suffer from scalability due to the high communication overhead and the high computation effort associated with maintaining accurate link state information and distributing global state information to each node in the network. The ultimate goal of this thesis is to contribute towards enhancing the scalability of QoS routing algorithms. Towards this goal, the thesis is focused on Localised QoS routing algorithms proposed to overcome the problems of using global network state information. Using such an approach, the source node makes routing decisions based on the local state information for each node in the path. Localised QoS routing algorithms avoid the problems associated in the global network state, like high communication and processing overheads. In Localised QoS routing algorithms each source node maintains a predetermined set of candidate paths for each destination and avoids the problems associated with the maintenance of a global network state by using locally collected flow statistics and flow blocking probabilities. / Libya's higher education