This report focuses on introducing two statistical models for dealing with data involving complex social structures. Appropriate handling of data structures is a concern in the context of educational settings. From base single-level data to complex hierarchical with cross-classifications and multiple-memberships, we explain and demonstrate their distinction and establish appropriate regression models. Real data from the National Center for Education Statistics (NECS) is used to demonstrate different way of handling a cross-classified data structure as well as appropriate models. Results will be presented and compared to examine the practical operation for each model. / text

Title: Service quality research in swimming facility for children. Objectives: The main goal of this master's thesis is to analyze the quality of services in the swimming facility for children called Babyclub Čochtánek. Used questionnaire method is based on modified version of standardized questionnaire SERVQUAL. Marketing research results lead to the suggestions and proposals for facility management, who can improve level of offered services, gain new customers and increase satisfaction of the current ones. Methods: Marketing research consists of quantitative and qualitative methods. For interview with Babyclub clients are used written and electronic questionnaire, inspired by a standardized questionnaire SERVQUAL, which determines the quality of services from the customer's perspective. The questionnaire examined the actual perception of service quality and compared it with the respondent's expectations. The study also used a semi structured interview with the Babyclub owner, under which it is recorded in the results of an estimate by Babyclub management. The theoretical part is based on the analysis of documents. Results: Research results are displayed in graphs and classification crosses, wich are pointing out the fact that service quality in Babyclub Čochtánek is form customer's point of view...

Submitted by Fernando Fernandes de Lima (fernandopcf@yahoo.com.br) on 2012-04-30T14:32:31Z No. of bitstreams: 1 Dissertação.pdf: 1514379 bytes, checksum: e5439646a0b81abe038ef46488b0988e (MD5) / Rejected by ÁURA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br), reason: 1º dc.contributor.author de Lima, Fernando Fernandes 2º retirar o embargo:dc.embargo.terms forever 3º no PDF substituir a página 2 pelas folhas assinadas. (vou enviar p/ e-mail) Aguardo nova submissão p/ dar sequência ao encerramento. Áurea SRA on 2012-05-08T19:35:02Z (GMT) / Submitted by Fernando Fernandes de Lima (fernandopcf@yahoo.com.br) on 2012-05-09T13:35:49Z No. of bitstreams: 1 Dissertação versão definitiva.pdf: 1749148 bytes, checksum: 1c67a0eaaa50e349ae8c10c5a2fd9750 (MD5) / Approved for entry into archive by ÁURA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2012-05-17T14:11:08Z (GMT) No. of bitstreams: 1 Dissertação versão definitiva.pdf: 1749148 bytes, checksum: 1c67a0eaaa50e349ae8c10c5a2fd9750 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2012-05-17T19:34:21Z (GMT) No. of bitstreams: 1 Dissertação versão definitiva.pdf: 1749148 bytes, checksum: 1c67a0eaaa50e349ae8c10c5a2fd9750 (MD5) / Made available in DSpace on 2012-05-17T19:34:39Z (GMT). No. of bitstreams: 1 Dissertação versão definitiva.pdf: 1749148 bytes, checksum: 1c67a0eaaa50e349ae8c10c5a2fd9750 (MD5) Previous issue date: 2012-04-17 / O Departamento de Polícia Federal, em particular sua Diretoria Técnico-Científica, tem buscado adotar ferramentas modernas de administração para a melhoria da eficiência de seus processos, dentre as quais o uso de indicadores de desempenho. No caso específico da Criminalística, cuja gestão está a cargo daquela diretoria, ainda faltam estudos básicos que permitam conhecer os processos que lá se desencadeiam, para então serem adotados indicadores confiáveis e de fácil compreensão. Nessa direção, um dos primeiros passos é conhecer o tempo que cada processo demora, dadas suas características. Neste trabalho são utilizadas técnicas estatísticas para extrair da base de dados existente na Diretoria Técnico-Científica esta informação. Com a obtenção dessas informações é possível propor indicadores de desempenho adequados e de fácil acompanhamento, permitindo então aos gestores verificar o resultado efetivo de ações e decisões gerenciais. / The Brazilian Federal Police Department, through its Technical-Scientific Board, has been using modern administration tools in order to increase its processes efficiency, including performance indicators. The Criminalistics area, whose management is in charge of that board, still misses basic studies which allow the knowledge of its processes, for only then adopt reliable and easy performance indicators. In this direction, one important step is to have a realistic approach of the time that each process consumes, given its characteristics. In this work statistical techniques are used to extract this information from the databases available. With this information in hand, it is possible to propose adequate and easy to adopt performance indicators, which will allow the managers to check the result of managerial actions and decisions.