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.

Smartphone/tablet Systems-on-Chip (SoCs) integrate increasing number of components to offer more functionality. Capacity and efficiency of data communication between memory and other hardware blocks have become a major concern in the SoC design. To address this concern, we propose to use Network-on-Chip (NoC) architectures, to meet high bandwidth, and low power and area demands. We propose a Quality-of-Service (QoS) scheme to differentially provision network resources to cater to different performance requirements by different hardware blocks. Implementation and evaluation are performed on a simulation infrastructure we construct specifically for this type of SoCs. We demonstrate, via simulation results, that the proposed Dynamic QoS schemes can achieve better bandwidth provisioning, with good area and power efficiencies.

Smartphone/tablet Systems-on-Chip (SoCs) integrate increasing number of components to offer more functionality. Capacity and efficiency of data communication between memory and other hardware blocks have become a major concern in the SoC design. To address this concern, we propose to use Network-on-Chip (NoC) architectures, to meet high bandwidth, and low power and area demands. We propose a Quality-of-Service (QoS) scheme to differentially provision network resources to cater to different performance requirements by different hardware blocks. Implementation and evaluation are performed on a simulation infrastructure we construct specifically for this type of SoCs. We demonstrate, via simulation results, that the proposed Dynamic QoS schemes can achieve better bandwidth provisioning, with good area and power efficiencies.

Quality-of-service (QoS) guarantees will play a critically important role in future mobile wireless networks. In this dissertation, we study a set of QoS-driven resource allocation problems for mobile wireless communications and networks. In the first part of this dissertation, we investigate resource allocation schemes for statistical QoS provisioning. The schemes aim at maximizing the system/network throughput subject to a given queuing delay constraint. To achieve this goal, we integrate the information theory with the concept of effective capacity and develop a unified framework for resource allocation. Applying the above framework, we con-sider a number of system infrastructures, including single channel, parallel channel, cellular, and cooperative relay systems and networks, respectively. In addition, we also investigate the impact of imperfect channel-state information (CSI) on QoS pro-visioning. The resource allocation problems can be solved e±ciently by the convex optimization approach, where closed-form allocation policies are obtained for different application scenarios. Our analyses reveal an important fact that there exists a fundamental tradeoff between throughput and QoS provisioning. In particular, when the delay constraint becomes loose, the optimal resource allocation policy converges to the water-filling scheme, where ergodic capacity can be achieved. On the other hand, when the QoS constraint gets stringent, the optimal policy converges to the channel inversion scheme under which the system operates at a constant rate and the zero-outage capacity can be achieved. In the second part of this dissertation, we study adaptive antenna selection for multiple-input-multiple-output (MIMO) communication systems. System resources such as subcarriers, antennas and power are allocated dynamically to minimize the symbol-error rate (SER), which is the key QoS metric at the physical layer. We propose a selection diversity scheme for MIMO multicarrier direct-sequence code- division-multiple-access (MC DS-CDMA) systems and analyze the error performance of the system when considering CSI feedback delay and feedback errors. Moreover, we propose a joint antenna selection and power allocation scheme for space-time block code (STBC) systems. The error performance is derived when taking the CSI feedback delay into account. Our numerical results show that when feedback delay comes into play, a tradeoff between performance and robustness can be achieved by dynamically allocating power across transmit antennas.

This thesis addresses the correctness requirements of a formal model. This model is called the personal process model. A personal process is a coordination of personal activities, each requiring a joint effort between a user and an enacting organization. We identify data and temporal dependencies as the key elements for personal process coordination. We define the correctness on personal process types and instances. We also identify three key QoS measures on personal process instances, namely the response time, the cost and the reliability. A personal process is managed by a personal workflow management system (PWFMS) running on a handheld device. Considering the fact that handheld devices usually impose strict limitations on their computation power and battery consumptions, we propose efficient algorithms for verifying the correctness and analyzing the QoSs of a personal process at run-time.

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.

This thesis investigates various aspects of bandwidth allocation and scheduling in the Medium Access Control (MAC) layer of IEEE 802.16 systems. We highlight the important aspects of designing a scheduler and describe the scheduler design problem from a general perspective. That is, we provide a scheduler design framework driven by a set of objectives defined for the systems. In addition, we include Subscriber Station differentiation into our scheduler design. This approach is comprehensive, as it covers the requirements of both the network provider and the end users. In developing the framework, we discuss the importance of achieving customer satisfaction. This leads to an interesting objective that maximises the number of satisfied customers, rather than network centric objectives, such as fairness. We contend that providing fairness to customers does not necessarily achieve the best outcome for customer satisfaction and artificially limits the choices available to service providers. In order to maximise the number of satisfied customers, we analyse in detail the Dual-Queue (DQ) scheduling discipline proposed by Hayes et al. [2]. The DQ algorithms of Hayes’ work are focused on wireline networks, and are not directly deployable in an 802.16 environment, as we discuss in this thesis. We propose a modified DQ implementation for 802.16 systems to handle real-time services. In 802.16 systems, there are two scheduling processes that we need to consider: Downlink (DL) scheduling for data transmission from the Base Station to the Subscriber Stations and Uplink (UL) scheduling for data transmission from the Subscriber Stations to the Base Stations. We investigate the DL and UL implementations separately because the UL scheduling process is more complicated due to the fundamentally distributed nature of the problem. We demonstrate that our proposed approach is able to operate effectively in an 802.16 system. We then compare the performance of our proposed DL and UL Dual- Queue schedulers to a Weighted Fair Queue scheduler in noisy environments, where re-transmissions are required. In addition, we also compare our proposed schedulers to an enhanced Weighted Fair Queue scheduler with an Explicit Packet Dropping mechanism. Furthermore, we show that our Dual-Queue system can handle mixed traffic profiles, such as video and voice. Having proposed a DQ implementation that maximises the number of satisfied customers, we investigate alternative objectives that the DQ scheduler may try to achieve. We find that our proposed DQ implementation may fail to achieve these alternative objectives, and hence, we remedy this shortfall by proposing the Priority- Based Dual-Queue scheduler, which is made up of multiple DQs differentiated by the priority classes of connections. That is, each priority class is handled in a separate DQ. The Priority-Based Dual-Queue scheduler ensures connections that belong to the highest priority class are served ahead of connections that belong to lower priority classes at all times, even when there are changes in the priority class of connections in the system. Lastly, we investigate the benefits of carrying out the DQ scheduling for both the DL and UL of an 802.16 network jointly. We first investigate a scenario where the network consists of only one-directional connections. We propose a joint scheme that is able to maximise the number of satisfied one-directional connections in the network. We then extend our investigation to another scenario where the network consists of bi-directional sessions, such as Voice over IP and video conferencing. In this case, we propose two joint schemes, which are able to maximise the number of satisfied bi-directional sessions. / http://proxy.library.adelaide.edu.au/login?url= http://library.adelaide.edu.au/cgi-bin/Pwebrecon.cgi?BBID=1363601 / Thesis (Ph.D.) -- University of Adelaide, School of Electrical and Electronic Engineering, 2009

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.