Temos aktualumas: Šiais laikais viešbučių verslas yra viena svarbiausių ekonomikos šakų, teikiančių dideles pajamas. Šiuo metu viešbučių klientai labai įvairūs – nuo aukštas pareigas visuomenėje užimančių iki vidutines pajamas gaunančių žmonių. Įvairūs ir jų norai, pageidavimai. Dėl to keičiasi viešbučių įranga, atsiranda naujų viešbučių rūšių. Paslaugų organizacija, teikianti kokybiškas paslaugas, laimi vartotojų palankumą ir ištikimybę, padidina rinkos dalį, pritraukia investitorius, suformuoja ir išlaiko kompetentingų darbuotojų komandą, tampa mažiau pažeidžiama dėl kainų konkurencijos. Kiekvieno paslaugų vartotojo poreikiai yra individualūs. Vartotojo reikšmingumas įpareigoja paslaugų teikėjus nuodugniai išanalizuoti visus veiksnius ir priimti reikiamus sprendimus, sudarančius galimybes vartotojui tinkamai atlikti savas funkcijas. Darbo objektas: viešbučių paslaugų kokybės įvertinimas. Tyrimo problema: norint teikti atitinkamas kokybės paslaugas, svarbu žinoti ko nori vartotojas ir kaip jis suvokia gaunamos paslaugos kokybę. Tyrimo tikslas – įvertinti Kauno miesto viešbučių teikiamų paslaugų kokybę pagal SERVQUAL metodiką. Darbo uždaviniai: 1. Išnagrinėti paslaugų kokybės esmę ir valdymą. 2. Ištirti paslaugų kokybės vertinimo modelius. 3. Ištirti viešbučių klasifikavimą ir teikiamas paslaugas. 4. Įvertinti Kauno miesto viešbučių teikiamų paslaugų kokybę. Išvados: atlikus tyrimą, nustatyta, kad Kauno miesto trijų ir keturių žvaigždučių viešbučiai teikia kokybiškas... [toliau žr. visą tekstą] / Actuality of issue: Nowadays hotel business is one of the most important economic branches that gives high income. Currently, hotel customers are very different; from individuals with high positions in the society to those with average earnings. Their wishes and desires are also different. This induces change of hotel equipment, emergence of new hotel types. Service organization that delivers qualitative services wins customer acceptance and loyalty, increases market share, attracts investors, forms and maintains competent employee team, becomes more resistant to price competition. The needs of every customer are individual. Importance of customer binds the service providers over to closely explore all factors and to make the necessary decisions that would enable the customer to accomplish own functions. Object of the work: quality assessment of hotel services. Scientific problem: to deliver the services of appropriate quality, it is important to know the wishes of customer and his/her perceptions of provided service quality. Goal of the work – analyze the quality of services delivered in Kaunas city hotels by SERVQUAL technique. Tasks of the work: 4. Analyze the nature and management of service quality. 5. Explore the models of service quality assessment. 6. Survey the classification of hotels and their services delivered. 7. Assess the service quality in Kaunas city hotels. 8. Conclusions: the performed research showed that 3 and 4-star hotels of Kaunas city deliver... [to full text]

Cloud computing is a general term for system architectures that involves delivering hosted services over the Internet, made possible by significant innovations in virtualization and distributed computing, as well as improved access to high-speed Internet. A cloud service differs from traditional hosting in three principal aspects. First, it is provided on demand, typically by the minute or the hour; second, it is elastic since the user can have as much or as little of a service as they want at any given time; and third, the service is fully managed by the provider -- user needs little more than computer and Internet access. Typically a contract is negotiated and agreed between a customer and a service provider; the service provider is required to execute service requests from a customer within negotiated quality of service (QoS) requirements for a given price. Due to dynamic nature of cloud environments, diversity of user's requests, resource virtualization, and time dependency of load, provides expected quality of service while avoiding over-provisioning is not a simple task. To this end, cloud provider must have efficient and accurate techniques for performance evaluation of cloud computing centers. The development of such techniques is the focus of this thesis. This thesis has two parts. In first part, Chapters 2, 3 and 4, monolithic performance models are developed for cloud computing performance analysis. We begin with Poisson task arrivals, generally distributed service times, and a large number of physical servers. Later on, we extend our model to include finite buffer capacity, batch task arrivals, and virtualized servers with a large number of virtual machines in each physical machine. However, a monolithic model may suffer from intractability and poor scalability due to large number of parameters. Therefore, in the second part of the thesis (Chapters 5 and 6) we develop and evaluate tractable functional performance sub-models for different servicing steps in a complex cloud center and the overall solution obtains by iteration over individual sub-model solutions. We also extend the proposed interacting analytical sub-models to capture other important aspects including pool management, power consumption, resource assigning process and virtual machine deployment of nowadays cloud centers. Finally, a performance model suitable for cloud computing centers with heterogeneous requests and resources using interacting stochastic models is proposed and evaluated.

This research investigates the impact of service characteristics on the importance of service quality dimensions across a wide range of service industries. In this research, six service industries are selected to represent the characteristics peculiar to services. The different importance weightings of service quality dimensions in these service industries are identified and a 16-dimension service quality approach is developed for the empirical analysis. This research identifies that importance is the most powerful and appropriate measurement to assess service quality in an industry level. Two phases of empirical research were conducted using a mixed methodology approach. Phase one -the quantitative study -uses 600 telephone interviews to investigate service quality importance from the customers' perspective. Phase two - the qualitative study - uses 12 in-depth personal interviews with managers from these industries to assess service providers' perceptions. Comparisons are made on service quality issues among the six service industries, among all service quality dimensions, between customers and service providers, and among consumers with different experience level with the service. From the quantitative phase, this research develops a service quality importance model to aid managers and academics in understanding customers' perceptions of service quality. The model is then verified in the qualitative phase. Findings indicate that both customers and service providers perceived each service industry has different weightings relating to service characteristics and service quality dimensions. However, perceptual differences between service providers and consumers were found in all service industries. In addition, the findings suggest that consumers' experience levels have no impact on consumers' service quality importance perception in some services industries, e.g. university and restaurant, and only have impact on a limited number of dimensions in other service industries. The concepts of core dimensions and peripheral dimensions are derived from the interviews with service providers in the qualitative phase. The peripheral dimensions are of particular importance for building competitive advantages.

There is currently much UK government and industry interest towards the integration of complex computer-based systems, including those in the military domain. These systems can include both mission critical and safety critical applications, and therefore require the dependable communication of data. Current modular military systems requiring such performance guarantees are mostly based on parameters and system states fixed during design time, thus allowing a predictable estimate of performance. These systems can exhibit a limited degree of reconfiguration, but this is typically within the constraints of a predefined set of configurations. The ability to reconfigure systems more dynamically, could lead to further increased flexibility and adaptability, resulting in the better use of existing assets. Current software architecture models that are capable of providing this flexibility, however, tend to lack support for dependable performance. This thesis explores the benefits for the dependability of future dynamic systems, built on a publish/subscribe model, from using Quality of Service (QoS) methods to map application level data communication requirements to available network resources. Through this, original contributions to knowledge are created, including; the proposal of a QoS framework that specifies a way of defining flexible levels of QoS characteristics and their use in the negotiation of network resources, a simulation based evaluation of the QoS framework and specifically the choice of negotiation algorithm used, and a test-bed based feasibility study. Simulation experimentation conducted comparing different methods of QoS negotiation gives a clear indication that the use of the proposed QoS framework and flexible negotiation algorithm can provide a benefit in terms of system utility, resource utilisation, and system stability. The choice of negotiation algorithm has a particularly strong impact on these system properties. The cost of these benefits comes in terms of the processing power and execution time required to reach a decision on the acceptance of a subscriber. It is suggested, given this cost, that when computational resources are limited, a simpler priority based negotiation algorithm should be used. Where system resources are more abundant, however, the flexible negotiation algorithm proposed within the QoS framework can offer further benefits. Through the implementation of the QoS framework within an existing military avionics software architecture based emulator on a test-bed, both the technical challenges that will need to be overcome and, more importantly, the potential viability for the inclusion of the QoS framework have been demonstrated.

Dynamic spectrum access based on cognitive radio has been regarded as a prospective solution to improve spectrum utilization for wireless communications. By considering the allocation efficiency, fairness, and economic incentives, spectrum marketing has been attracting more and more attentions in recent years. In this thesis, we focus on one of the most effective spectrum marketing methods, i.e., auction approach, in multi-channel cognitive radio networks. After presenting some fundamentals and related works, we begin our discussion in a recall-based auction system where buyers have various service requirements and the seller could recall some sold items after the auction to deal with a sudden increase of its own demand. Both single-winner and multi-winner auctions are designed and analyzed. In addition, we also consider the heterogeneity of radio resource sellers and formulate a framework of combinatorial spectrum auction. With theoretical analyses and simulation results, we show that our proposed algorithms can improve spectrum utilization while satisfy the heterogeneous requirements of different wireless users.

Cloud computing is a general term for system architectures that involves delivering hosted services over the Internet, made possible by significant innovations in virtualization and distributed computing, as well as improved access to high-speed Internet. A cloud service differs from traditional hosting in three principal aspects. First, it is provided on demand, typically by the minute or the hour; second, it is elastic since the user can have as much or as little of a service as they want at any given time; and third, the service is fully managed by the provider -- user needs little more than computer and Internet access. Typically a contract is negotiated and agreed between a customer and a service provider; the service provider is required to execute service requests from a customer within negotiated quality of service (QoS) requirements for a given price. Due to dynamic nature of cloud environments, diversity of user's requests, resource virtualization, and time dependency of load, provides expected quality of service while avoiding over-provisioning is not a simple task. To this end, cloud provider must have efficient and accurate techniques for performance evaluation of cloud computing centers. The development of such techniques is the focus of this thesis. This thesis has two parts. In first part, Chapters 2, 3 and 4, monolithic performance models are developed for cloud computing performance analysis. We begin with Poisson task arrivals, generally distributed service times, and a large number of physical servers. Later on, we extend our model to include finite buffer capacity, batch task arrivals, and virtualized servers with a large number of virtual machines in each physical machine. However, a monolithic model may suffer from intractability and poor scalability due to large number of parameters. Therefore, in the second part of the thesis (Chapters 5 and 6) we develop and evaluate tractable functional performance sub-models for different servicing steps in a complex cloud center and the overall solution obtains by iteration over individual sub-model solutions. We also extend the proposed interacting analytical sub-models to capture other important aspects including pool management, power consumption, resource assigning process and virtual machine deployment of nowadays cloud centers. Finally, a performance model suitable for cloud computing centers with heterogeneous requests and resources using interacting stochastic models is proposed and evaluated.

The persistent demand for increased accountability and value for money in the public sector from both the public and governments raises the issue of quality of service in advice-giving by governmental agencies. The goal of this study is to develop a model to validate frameworks able to contribute to improved advice-giving through the application of knowledge management principles. Zack's (2001) Four Knowledge Problem Model, Brogowicz, Delene, and Lyth's (1990) Synthesised Service Quality Model, and Markus's (2001) Theory of Knowledge Reuse are used to examine knowledge strategies in advice-giving through the application of a case study methodology. Two Queensland public-sector call centres are investigated. This study confirms that although the studied call centres operate under differing business drivers, agents have developed strategies generally consistent with those suggested by Zack (2001) to deal with uncertain, complex, and ambiguous problem types. No equivocal problems were encountered in the study. The solution of the former problem pair of uncertainty and complexity relies on knowledge that is codified and stored in databases, while the latter equivocality and ambiguity, seeks out experts who apply both technical and functional knowledge to the problem resolution. Roles performed by call-centre agents predominantly align with those described by Markus (2001), with the opportunity to enhance performance through contribution by shared-work producers to knowledge repositories. The problem-solving strategies employed by agents and the technical capabilities of the call centres combine to deliver a level of service quality which, although meeting client expectations, has been able to be improved through the application of knowledge strategies targeting efficient problem resolution through knowledge reuse.

Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 141).

Στην εργασία παρουσιάζεται η μελέτη, η πιστοποίηση και η εφαρμογή των μηχανισμών εκείνων που οδηγούν στην παροχή end-to-end QoS σε ενοποιημένα L2 και MPLS δίκτυα. / In a real IP network such as the Internet, the basic type of service offered is the best effort one. In the best effort service all packets are treated equally and there are no guarantees, variations or attempt to enforce justice. However, the network seeks to promote as much traffic as possible with “reasonable” quality. Network congestion is a frequent phenomenon that is introduced when a network device stores packets at the output queue as it receives more packets from those that it can transmit. During congestion packets suffer from delay and once the output queue becomes full, these packets are dropped. However, there are applications that require certain guarantees (especially regarding delay and packet drops) such as real-time data transmission applications (e.g. IP telephony, voice over IP) and videoconference. Quality guarantees for these applications can be ensured if they can cross empty or nearempty network queues. This can only be achieved through mechanisms that can ensure the capacity and availability of the network queues. A means to provide quality guarantees to certain types of traffic is the special management of certain packets compared to the other. At this point the term Quality of Service (QoS) is introduced. A definition for QoS is: "the ability of a network element to provide a level of guarantee to a subset of traffic that ensures that the requirements of the service can be achieved with a defined (high) probability". In reality, the mechanisms of QoS do not provide larger network capacity or something similar, but they rather provide better network management so that it can be used more effectively and it can meet and address the requirements of the applications. In recent years, efforts have focused on providing quality of service at the network layer (Layer 3) so that it can be also applied on the Internet. Using architectures such as IntServ and DiffServ it is now possible to provide quality service at the network layer. However, the requirement for end-to-end QoS along with the expansion of networks towards switching equipment, creates the need for the application of QoS in the next lower layer, that is the data link layer (Layer 2). Hence, it should be borne in mind that the interoperability between the network and data link layers will lead to the provision of a single, transparent level of QoS. Based on the above, it becomes clear that in order to achieve end-to-end QoS, apart from the need for extension of the QoS to the data link layer there is also the need and requirement of interoperability with existing implementations in the network layer. In this direction, this dissertation focuses on studying the application of QoS to the data link layer. Furthermore, given the provision of quality of service to the IP layer, this dissertation considers the integration of QoS provision at Layer 2 and Layer 3. Therefore, the objective of this dissertation is twofold: a) QoS provision over Layer2-Ethernet networks and b) QoS provision over Layer 2 VPNs. For the implementation of Layer 2 QoS over Ethernet networks the IEEE 802.1p standard has been proposed. This standard has 3 bits length and is part of Tag Control Information field. During this dissertation performance tests were carried out on switches sorting traffic under CoS, which results in 8 different classes of traffic. Furthermore, queue configuration techniques on switches have been studied along with the cases of per port/per 802 .1q priorities and traffic classification. For the implementation of L2 QoS over VPNs there are techniques that are strongly related to the VPN type. This dissertation presents cases that L2 MPLS VPNs are used for the provisioning of either point-to-point (EoMPLS) or point-tomultipoint (VPLS) VPNs. In addition, research has been carried out for the extension of QoS provision over L2 MPLS VPNs to end-points that is purely L2 domain. The analysis at L2 domain was realized with the IEEE 802.1 p standard. Furthermore, the ability to provide QoS over multipoint L2 VPNs has been studied. Initially, the focus was on L3 devices (routers) and it was then extended to L2 using IEEE 802.1 p. Thus, the overall implementation was based on the combined use of 802.1p, DSCP and MPLS EXP. In addition, this dissertation presents methods, techniques and configurations of switches and routers that allow for the expansion of QoS from the network layer at a lower layer, thereby providing a consistent QoS level both at Layer 3 and Layer 2. Finally, the automated delivery/provision of these services in a real production network, GRNET, is presented. More specifically, the modeling of L2 QoS-enabled switches is described along with the automated configuration production for providing integrated QoS and issues related to the discovery, mapping and monitoring of QoS in switches using the SNMP protocol. The effectiveness of Layer 2 QoS mechanisms was tested and reinforced with experiments, which were conducted small scale at first in the lab and in the department of the University and then moved on to large scale at the production network of GRNET. The experiments showed that regardless of the expansion of a network towards Layer 2 devices, it is feasible to provide a unified QoS framework. All the above resulted in the provisioning of end-to-end QoS services at GRNET’s network.

El presente trabajo de investigación tuvo como finalidad proponer herramientas de gestión administrativa para mejorar la calidad de servicio educativo que se viene gestionando en los colegios particulares Cardano Vieta Ingenieros, conformado por tres sedes: San Martin y Tres Horizontes ubicados en el distrito de San Martin de Porres y Zárate ubicado en el distrito de Juan de Lurigancho. The purpose of this research work was to propose administrative management tools to improve the quality of educational service that has been managed in private schools Cardano Vieta Ingenieros, consisting of three locations: San Martin and Three Horizons located in the district of San Martin de Porres and Zárate located in the district of Juan de Lurigancho.