Darbo objektas: Lietuvos kūno kultūros akademijos teikiamų baseino komercinių paslaugų pasirinkimo ypatumai. Aktualumas: paslaugoms būdingi kiti ypatumai nei materialinėms vertybėms. Šiuos ypatumus lemia paslaugų verslo prigimtis ir paslaugų savybės: jų neapčiuopiamumas, nedalijamumas (t. y. neatskiriamumas nuo teikimo šaltinių), epizodiškumas, kokybės nepastovumas ir kt. Paslaugų savybių visuma lemia nevienodą paslaugų kokybę ir sudėtingą jos vertinimą. Norint įvertinti paslaugų kokybę, pirmiausia būtina išsiaiškinti, kaip ją suvokia klientai. Tik tuomet paslaugų teikėjas galės kontroliuoti ir koreguoti šiuos vertinimus norima linkme. Neatsižvelgiant į klientų nuomonę dėl kokybės, galima suklysti, o išleisti pinigai ir laikas bus prarasta investicija. Paslaugos šiandien atsidūrė ekonominės veiklos dėmesio centre: jos tampa privaloma priemone siekiant patenkinti svarbiausius norus bei reikmes ir kelti visuomenės gerovę (Kindurys, 1998), tačiau ekonominiu aspektu LKKA teikiamos baseino paslaugos šiame darbe neanalizuojamos. Paslaugos pasirinkimo motyvai kiekvieno vartotojo yra individualūs. Vartotojo reikšmingumas įpareigoja paslaugų teikėjus nuodugniai išanalizuoti visus veiksnius ir imtis reikiamų sprendimų, susijusių su paslaugų kokybės tobulinimu. Todėl norint teikti atitinkamos kokybės paslaugas, svarbu žinoti, kokie motyvai vartotojams yra svarbiausi renkantis paslaugų teikėją ir kokiais kriterijais remdamasis jis suvokia gaunamos paslaugos kokybę. Šio darbo... [toliau žr. visą tekstą] / An object of the work: peculiarities of selection rendering commercial services by the swimming pool of Lithuanian Academy of Physical Education. Relevance: Services, compare it to material values, are incident to particular peculiarities. Those peculiarities are determined by the nature of service business, services characteristics, for instance, its impalpability, indivisibility that is inherency of its rendering derivation, transience and impermanence of their quality and etc. Totality of services characteristics determine complicated quality of services and even more complicated its evaluation. First of all on purpose to evaluate the quality of services it is necessary to ascertain, how clients perceive it themselves. At that point the services supplier can control these evaluations and shift it on desirable direction. Irrespective of clients’ opinion in point of quality, could be initiated deceptive actions while expended money and time would be meaningless investment. Services appeared in the center of economical brief: it’s become compulsory implement on purpose to satisfy the main desires and needs also to increase public welfare (Kindurys, 1998), however services provided by LAPE swimming pool will not be analyzed in economical aspect. Services organization, which provides qualitative services, gains the acceptance and loyalty of consumers, increases market share, forms and maintains competent personnel and becomes less exposed concerning the strife of prices... [to full text]

Darbo tikslas. Įvertinti V.Į. Greitosios Medicinos Pagalbos Stoties ir Privačios Greitosios Medicinos Pagalbos Stoties veiklą Kauno rajone. Tyrimo metodika. Analizuota 2007 m. Kauno rajono V.Į. Greitosios medicinos pagalbos (GMP) stoties ir privačios GMP stoties veikla. GMP paslaugų kokybės ir veiklos rodikliai gauti iš GMP kvietimo kortelių, duomenys apie diagnozių sutapimus ir ligonių stacionarizavimą gauti iš GMP siuntimų, o duomenys apie GMP finansinę veiklą Kauno rajone gauti iš finansinių įstaigų ataskaitų. Rezultatai. 2007 m. Kauno rajono tiek privati GMP, tiek valstybinė GMP iki 5 min. greitąją medicinos pagalbą suteikė dešimtadaliui ligonių, kai tuo tarpu pagalbą iki 15 min. reikšmingai didesnei daliai ligonių suteikė privati GMP, lyginant su valstybine GMP, atitinkamai 78,2 proc. ir 43,5 proc. Privačios GMP pervežtų į ligonines ir stacionarizuotų ligonių dalis buvo reikšmingai didesnė negu valstybinės GMP, atitinkamai 91,9 proc. ir 54,2 proc. Valstybinėje GMP dirbančių gydytojų nustatytų diagnozių nesutapimo procentas buvo reikšmingai didesnis negu privačios GMP dirbančių gydytojų, atitinkamai 6,4 proc. ir 2,8 proc. Valstybinė GMP vyko į ligonių pervežimus, nelaimingų atsitikimų vietas bei pas susirgusius asmenis namuose daug dažniau, lyginant su privačia GMP, tačiau pagal vienai GMP brigadai skirtus pervežimus bei pagal vienam etatui tenkančias suteiktas paslaugas privati GMP suteikė iš viso daugiau paslaugų ir vyko pas susirgusius pacientus į namus. Kilometražas... [toliau žr. visą tekstą] / Aim of the study. To evaluate the activity of public and private prehospital emergency service stations in Kaunas district. Methods. The activities of public and private prehospital emergency service stations in Kaunas district in 2007 were analyzed. Data on quality and activities indicators of prehospital emergency service was obtained from prehospital emergency service invitation card, data about diagnosis coincidence and patients hospitalization was obtained from prehospital emergency service committals, while data about prehospital emergency service financial activities in Kaunas district was obtained from financial reports of the insitutions. Results. In Kaunas district in 2007, public as well as private prehospital emergency service provided first medical aid until 5 minutes for one tenth of patients, while until 15 minutes private prehospital emergency service comparing with public prehospital emergency service provided first medical aid for significantly bigger proportion of patients, respectively 78.2% and 43.5%. The proportion of patients who were transported to the hospital and who were hospitalized was significantly bigger of private prehospital emergency service than that of public prehospital emergency service, respectively 91.9% and 54.2%. The proportion of wrong diagnoses in the public prehospital emergency service was significantly bigger than that in the private prehospital emergency service, respectively 6.4% and 2.8%. The public prehospital emergency... [to full text]

In the sector of teaching, the search for the satisfaction of clients became the need of survival in the competitive market. In this scenario in constant change, the service organizations, specially the education one, need continuous improvement in their processes. The study presents important structural indications to the general direction of the institution in study, referred to the practices related to the organization environment and offers suggestions to improve the quality of services done, having as reference the development of people by means of training and capacitation. The data were collected at College Centenario, Santa Maria RS, with a population of all teachers and employees of the different sectors. The conception used in the process of the development of the research had as a direction the adaptation of the criteria of programs such as Malcolm Baldrige and Gaúcho Program of Quality and Productivity (PGQP), aiming the continuous improvement. The analysis of the data was done according to the descriptive statistic, inferencial statistic. The results showed that the components analyzed, the organizational environment and the organizational culture are very important to constitute the institutional evaluation to identify problems aiming the implementation of actions that can improve the organizational environment and therefore the quality of services done. / No setor de ensino, a busca pela satisfação dos clientes tornou-se uma necessidade de sobrevivência no mercado competitivo. Nesse cenário, em constantes mudanças, as organizações de serviço, principalmente, da educação, precisam de melhoria contínua nos seus processos. O estudo apresenta indicações estruturais importantes para a direção geral da instituição em estudo, no que se refere às práticas relacionadas ao Clima Organizacional, e propõe sugestões de melhoria da qualidade dos serviços prestados, tendo como referência o desenvolvimento das pessoas por meio de treinamento e capacitação. Os dados foram coletados no âmbito do Colégio Centenário, Santa Maria - Rio Grande do Sul, sendo a população alvo todos os professores e funcionários dos diversos setores. A concepção utilizada, nos processos de desenvolvimento da pesquisa, teve como base uma adaptação dos Critérios dos Programas Malcolm Baldrige e Programa Gaúcho de Qualidade e Produtividade (PGQP), visando a melhoria contínua. Para análise dos dados, foi utilizada a estatística descritiva e a estatística inferencial. Os resultados evidenciaram que os componentes analisados, Clima Organizacional e Cultura Organizacional, são muito importantes para a Avaliação Institucional, a fim de identificar problemas que visam à implementação de ações que possam melhorar o ambiente organizacional e, conseqüentemente, a qualidade dos serviços prestados.

Made available in DSpace on 2015-05-08T14:53:26Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 444509 bytes, checksum: fdc6a84f9110bac811a631b4901492e5 (MD5) Previous issue date: 2009-02-27 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The search for better quality levels in the teaching is constantly growing, being obligation of the Institutions of Teaching that want to evaluate the quality of the rendered services and the improvement of the processes of accomplishment of the courses, assisting their internal and external customers' needs. Seeking to elevate the level of the quality, this work has for objective to present a proposal of use of the minimum requirements in the evaluation of the processes of accomplishment of the courses. For so much it was made an analysis through forms in an unit Technological Vocational Center of Maracanaú belonging to Institute CENTEC s chain that act in this activity in the country towns of the State of Ceará. The internal customers' satisfaction was analyzed with the teaching conditions relating to the infrastructure of the education atmosphere in the accomplishment of the courses, it was verified the teaching conditions offered to the external customers relating to the faculty, methodologies and the didactic-pedagogical organization at the end of the courses and it identified the elements that interfere directly in the quality of the services rendered in the accomplishment of the vocational course. As final result comes forms that can serve as reference for other Institutions of Teaching, in the improvement of the services rendered their customers. / A busca por melhores níveis de qualidade no ensino vem crescendo constantemente, sendo obrigação das Instituições de Ensino que desejam avaliar a qualidade dos serviços prestados e a melhoria dos processos de realização dos cursos, atendendo as necessidades dos seus clientes internos e externos. Visando elevar o nível da qualidade, este trabalho tem por objetivo apresentar uma proposta de utilização dos requisitos mínimos na avaliação dos processos de realização dos cursos. Para tanto foi realizada uma análise através de formulários em uma unidade Centro Vocacional Tecnológico de Maracanaú pertencente à rede do Instituto CENTEC que atuam nesta atividade no interior do Estado do Ceará. Foi analisada a satisfação dos clientes internos com as condições de ensino relativas à infraestrutura do ambiente educacional na realização dos cursos, verificou-se as condições de ensino oferecidas aos clientes externos relativos ao corpo docente, metodologias e a organização didática pedagógica ao término dos cursos e identificou os elementos que interferem diretamente na qualidade dos serviços prestados na realização do curso profissionalizante. Como resultado final apresentase formulários que podem servir de referência para outras Instituições de Ensino, na melhoria dos serviços prestados aos seus clientes.

Submitted by karolyne souza (karolm340@gmail.com) on 2018-04-23T15:03:03Z No. of bitstreams: 1 ALBERTO LARRAT - DISSERTAÇÃO.pdf: 1910695 bytes, checksum: e0a3263b94d694ae675e4b0f55f7bdf5 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2018-04-26T12:24:00Z (GMT) No. of bitstreams: 1 ALBERTO LARRAT - DISSERTAÇÃO.pdf: 1910695 bytes, checksum: e0a3263b94d694ae675e4b0f55f7bdf5 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2018-04-26T12:26:18Z (GMT) No. of bitstreams: 1 ALBERTO LARRAT - DISSERTAÇÃO.pdf: 1910695 bytes, checksum: e0a3263b94d694ae675e4b0f55f7bdf5 (MD5) / Made available in DSpace on 2018-04-26T12:26:18Z (GMT). No. of bitstreams: 1 ALBERTO LARRAT - DISSERTAÇÃO.pdf: 1910695 bytes, checksum: e0a3263b94d694ae675e4b0f55f7bdf5 (MD5) Previous issue date: 2017-12-19 / The quality management in services has been becoming one of the most relevant areas of research in Production Engineering. Given this, the services sector has been assuming an important role for the development of the economy, since it is inserted in a highly competitive business environment. This is due to the sharp increase in the sector, taking the leading position in the generation of formal jobs in the country, surpassing the industries, thus generating employment and income. It is believed that it is necessary to seek improvement in all its processes, since in the production of services there is the inseparability of the productive process of the final product. Service management becomes a relevant differential and always requires evaluating the satisfaction of those involved. In this way, satisfaction can be regular, but quality is particularized as a long-term parameter, since it needs tools that allow measurement and monitoring constantly. The present study dealt with the evaluation of the services provided by a popular gallery in Manaus and had as a problem to analyze the impacts generated by the process of transfer of street vendors from the streets to the Espirito Santo gallery. In this context, we tried to answer the following question: How to evaluate and measure the quality of services perceived by the permission holders allowing their continuous improvement? In view of the foregoing, this dissertation had as general objective to analyze how the licensees evaluate the quality of the services, based on the Likert scale, to measure the perceived quality, that helps to its continuous improvement. In order to do so, the following specific objectives were established: to demonstrate the dimensions of quality, to analyze the socioeconomic impacts generated by the licensees installed in the Espírito Santo Gallery, to map the obstacles that hamper the quality of the gallery services and to evaluate the results found in the study of cases, proposing actions for improvements based on the gap identified by the SERVQUAL model. The methodology used to carry out the case study consisted of field research in which the application of structured questionnaires composed of 18 questions for the 200 gallery licensees applied in the months of February and March of 2015 were also carried out. Documentary analyzes provided by the research organization. The results of this field survey provided an overview of the quality of the services and the obstacles that hamper the provision of the services offered / A gestão da qualidade em serviços vem se tornando a cada dia uma das áreas mais relevantes nas pesquisas em Engenharia de Produção. Diante disso, o setor de serviços vem assumindo importante papel para o desenvolvimento da economia, uma vez que está inserido em um ambiente de negócios altamente competitivo. Isto se deve ao nítido aumento do setor, passando a ocupar a principal posição na geração de empregos formais no país, superando as indústrias, gerando assim, ocupação e renda. Acredita-se que seja necessário buscar a melhoria em todos os seus processos, uma vez que na produção de serviços há a inseparabilidade do processo produtivo do produto final. A gestão de serviços passa a ser um relevante diferencial e requer sempre avaliar a satisfação dos envolvidos. Dessa forma, a satisfação pode ser regular, mas a qualidade se particulariza como um parâmetro de longo prazo, uma vez que, ela necessita de ferramentas que possibilitem mensurar e acompanhar constantemente. O presente estudo abordou o tema avaliação dos serviços prestados por uma galeria popular de Manaus e teve como problemática analisar os impactos gerados pelo processo de transferência dos camelôs das ruas para a galeria Espírito Santo. Nesse contexto, buscou-se responder a seguinte questão: Como avaliar e medir a qualidade dos serviços percebido pelos permissionários permitindo a sua melhoria contínua? Frente ao exposto, esta dissertação teve por objetivo geral analisar como os permissionários avaliam a qualidade dos serviços, baseado na escala Likert, para mensurar a qualidade percebida, que auxilie a sua melhoria contínua. Para tanto, estabeleceu-se como objetivos específicos: demonstrar as dimensões da qualidade, analisar os impactos socioeconômicos gerados para os permissionários instalados na galeria Espírito Santo, mapear os obstáculos que prejudicam a qualidade na prestação de serviços da galeria e avaliar os resultados encontrados no estudo de caso, propondo ações de melhorias com base na lacuna identificada pelo modelo SERVQUAL. A metodologia utilizada para a realização do estudo de caso consistiu em pesquisa de campo em que foi realizada a aplicação de questionários estruturados compostos de 18 perguntas destinadas à 200 permissionários da galeria, aplicados nos meses de fevereiro e março de 2015. Também foram realizadas análises documentais fornecidas pela organização pesquisada. Os resultados desta pesquisa de campo proporcionaram um panorama da qualidade dos serviços e os obstáculos que prejudicam a prestação dos serviços ofertados.

O setor de serviços, onde os bancos estão inseridos, se caracteriza pelo o uso intenso de recursos humanos, grande heterogeneidade de atividades e simultaneidade entre produção e consumo de produtos/serviços. Este contexto torna bastante complexo e desafiador a proposição de especificações de qualidade que contribuam com o aumento da satisfação e da lealdade dos clientes. Embasado em fundamentação teórica sobre os temas setor de serviços, qualidade, satisfação, imagem corporativa, lealdade e valores humanos, este trabalho se propôs a buscar uma melhor compreensão sobre como estes fatores atuam em uma agência bancária. O estudo foi executado em uma agência bancária de médio porte localizada na região metropolitana de São Paulo. Para cumprir com os objetivos de pesquisa foram realizadas entrevistas, observações durante o expediente bancário e pesquisa de campo com 202 clientes. A fase qualitativa, composta pelas entrevistas e pelas observações, foi transcrita e consolidada segundo a relevância das informações colhidas; na fase quantitativa, após a coleta de dados, foram realizadas análises estatísticas em contexto univariado, bivariado e multivariado por meio das técnicas de Análise fatorial, Análise de conglomerados, Análise de regressão logística e Modelagem de equações estruturais. Os resultados indicam que a qualidade funcional é o fator mais importante da qualidade na agência bancária objeto de estudo. O estudo demonstrou, também, que a capacidade de compreender as necessidades individuais, um relacionamento comercial pautado na transparência e na integridade e o valor humano de responsabilidade sócio-ambiental contribuem na diferenciação entre clientes leais e não leais a agência bancária em questão. O trabalho também indicou que há uma relação direta entre os construtos Lealdade, Qualidade, Satisfação e Valores humanos. / The service sector, in which banks have been inserted, is characterized by the intense use of human resources, heterogeneity and simultaneity of activities between production and consumption of products / services. This condition makes it quite complex and challenging proposing quality specifications that contributes to increase customer satisfaction and loyalty. Based in theoretical grounding on service\'s sector main themes, such as quality, satisfaction, loyalty, corporate image and human values issues, this study proposes to seek a better understanding of how these factors work in a bank. The study had been performed in a midsize bank agency located in the metropolitan region of São Paulo. To accomplish research goals, interviews, observations during business hours and fieldwork surveys were made with 202 clients. In the qualitative step, which is consisted by the interviews and observations, the information has been transcribed and consolidated according to relevance. In the quantitative step, after data collection, statistical analyzes were performed in univariate context, bivariate and multivariate analysis through factorial analysis techniques, cluster analysis, logistics regression analysis and structural equation modeling. The results suggests that functional quality is the most important factor in the quality of bank\'s agency object of study. The study also evidenced that the ability to understand individual needs, a business relationship built on transparency and integrity and the human value of social and environmental responsibility contributes in differentiating loyal and non-loyal agency\'s customers. The study also indicated that there is a direct relation between the Loyalty, Quality, Satisfaction and human values constructs.

Composição de serviços é um tópico que tem atraído cada vez mais o interesse por parte de pesquisadores na área de sistemas distribuídos. Além disso, o interesse por ambientes baseados em nuvem tem crescido significativamente conforme o seu uso aumenta e se firma como um importante modelo de negócios. Coreografias são formas de composições de serviços em que não há pontos centrais de falha; a responsabilidade da sua execução é distribuída entre os vários serviços componentes. Devido à natureza distribuída do fluxo de informações e dados de controle, o cumprimento de \\textit{Service Level Agreements} (SLAs) depende estritamente do monitoramento da Qualidade de Serviços (QoS), recursos virtuais da nuvem e mecanismos de reconfiguração dinâmica, capazes de automaticamente adaptar composições a mudanças de estado no sistema. Nesta dissertação, abordamos o estudo do gerenciamento de QoS em coreografias de serviços. Para isso desenvolvemos um sistema de middleware capaz de implantar e gerenciar o QoS de composições. Este teve seu desempenho avaliado utilizando o serviço Amazon EC2. Os resultados da avaliação mostram que com pouco esforço por parte dos desenvolvedores de composições, é possível cumprir o SLA de composições dentro do esperado utilizando escalabilidade horizontal ou vertical provida pelo middleware automaticamente. Adicionalmente, a nossa proposta traz economias em relação ao custo de implantação pois diminui a quantidade de recursos subutilizados. / Service composition has been a hot topic that has attracted the interesting of researchers in the distributed system area. Moreover, the interesting in cloud computing based environment has grown significantly. Its use has grown and it became to be a important business model. Choreographies are an specific kind of service composition that has no single point of failure; the responsibility of execution is distributed among the services. Due to the distributed nature of the these systems, the fulfilment of Service Level Agreements (SLAs) depends strictly on and automatic way to monitoring Quality of Service (QoS) and virtual computional resources as well as dinamic reconfiguration mechanisms, to be capable of automatically adapting compositions to changing environment. In this work, we studied QoS management in service choreographies. In order, we devised a middleware system capable of deploy service compositions and manage QoS of them. The middleware was evaluated using the Amazon EC2 cloud provider. The results shows that with less effort from the composition providers, it is possible to fulfil SLAs using horizontal or vertical scalability provided by the middleware automatically. Additionaly, our proposal brings up a cost reduction of deploy by decreasing the amount of underused resources.

Title: Competition of fitness centres in the Prague - West and loyalty of their customers Objective: The objective of the thesis is to analyse competitive environment using the marketing mix of selected fitness centres in a competitive environment of Prague - West and to examine customer's loyalty with regards to these sport centres. Results of marketing research will be the main part of competitiveness analysis in this area and will serve as a basis for suggestions and possible improvements of these fitness centres. Methods: PEST analysis SWOT analysis Porters five forces analysis Marketing research - qualitative method - in-depth interview - quantitative method - questionnaires Results: The results of the research confirm that the competitive environment of Prague - West is quite intense and is divided into several smaller competitive groups in accordance with the transport infrastrusture. Individual fitness center see their biggest competitors in the immediate neighborhood (within approximately 10 km). For customers in this area, the price and availability, from which the customer loyalty is built, are especially important. Key words: marketing, competition, marketing mix, marketing of services, sport services, quality of services, customer's loyalty, fitness centre

The main subject of this diploma thesis is to make a proposal to improve the optical access network for the transmission of Triple play services. I would here to the reader clarify method of proposal of optical network. There are described the kinds of optical access networks with parameters, for which we must look by their construction. There are described the modern methods of construction optical network too. In the theoretical part are discussed used architecture of networks too. I met here known standards, which I compared for big importance by their choice. A reason of construction of optical network are services known like Triple play. These services together with their problems and parameters are here discussed too. At the end of theoretical part I listed here measuring method for getting negative attribute distorting the led signal. In practical part the locality witch use the optical signal as the source of information is ordered. These network use unfit connections and has less possibilities than usual and this is the reason, why is the network not able to supply Triple play in requested quality. At first the analysis of ordered network was needed. Situation was complicated by the fact, that it has been prohibited entrance to me. The structure of network and network parts was known and documented by me. I made the proposals to improve this network in practical part. By the first proposal remained original kind of access network FTTB, but used new parts with higher performance. By the second proposal I made the network FTTH, by which it was possible to use the last haul optical cables with treatment and using new elements. It was needed to create solution by flat units. The resulting proposals are here evaluated, compared and cost evaluated. For rejection of access to optical network I did not make measuring, so I made simulation for variant FTTH for getting some parameters negative acting transmission.

Title: Service quality of Solarium Fitness BBC Evropská in comparison with a competitor Objectives: The main aim of this master's thesis is to measure a level of customer satisfaction with services provided by Solarium Fitness BBC Evropská, to analyse the customer's opinion and to reveal possible gaps in services offered by this sports centre. In case of necessity to suggest the measures leading to improvement of this quality of services and consequent increase in customer satisfaction. The partial purpose is the comparison of customer satisfaction of Solarium Fitness BBC Evropská with the competitor. Methods: A quantitative research, specifically a written questionnaire SERVQUAL, handed out to customers of the sports centre, was used to obtain information from respondents. This questionnaire examines and compares expected quality of the provided service, i.e. the quality that is expected by customers in an ideal fitness centre, with the real level of perceived service quality provided by Solarium Fitness BBC Evropská. Results: This survey of satisfaction among customers with the service provided by Solarium Fitness BBC Evropská has shown a high level of clients satisfaction, more satisfying than results of surveyed competitor. However, this research has revealed some light areas for improvements,...