Nous assistons ces dernières années à une émergence constante de nouvelles applications, notamment pour les services audiovisuels. Ces applications imposent au réseau un certain nombre de contraintes pour qu’elles puissent fonctionner correctement. Le développement de mécanismes permettant d’offrir une garantie à ces contraintes, est donc devenu un objectif crucial. La norme IEEE 802.16j est l’une des solutions sans fil qui propose plus de ressources afin de supporter les nouveaux services de télécommunications. Dans la présente thèse, nous focalisons notre étude sur la problématique de la qualité de service dans les réseaux WiMAX relais. Nos contributions se regroupent à travers les étapes ci-dessous : Nous proposons un protocole de routage multicast pour les services IPTV (HDTV, SD-TV, Web-TV et Mobile-TV). Ce protocole repose d’une part sur un nouveau mécanisme de construction de l’arbre multicast basé sur les nombres premiers et d’autre part, sur une nouvelle méthode d’agrégation basée sur le standard de compression Vidéo «SVC». L’objectif est de supporter l’hétérogénéité des utilisateurs tout en optimisant la consommation des ressources. Par ailleurs, nous étudions le problème d’ordonnancement dans les réseaux WiMAX. Nous proposons un algorithme d’ordonnancement adaptatif AWRR, ce dernier se base sur une technique à charge pondérée. L’objectif est d’ajuster dynamiquement le poids de chaque classe de service, en prenant en compte la charge de la file d’attente et les contraintes de la QoS. Enfin, nous nous intéressons à l’étude de la problématique du chemin optimal contraint. Nous proposons une solution déterministe basée sur une fonction de coût. Notre fonction permet aussi d’assurer le contrôle d’admission, elle se base sur deux fonctions de coût élémentaires qui prennent en compte quatre critères de QoS. / Over recent years, new applications steadily developed in a tremendous space, especially in audiovisual services area. The present applications have some of constraints to work properly. The developments of mechanism which enable to overcome these constraints become a critical issue in this area. The IEEE 802.16j standard is one of wireless communication technology which offering more resources to support new telecommunication services. In this thesis, we focus our research on the problem of quality of service (QoS) inWiMAX relay networks. Our contributions are classified as follows : we proposed a multicast routing protocol for IPTV services (such as HD-TV, SD-TV, Web-TV and Mobile-TV). This proposed protocol used a new multicast tree construction mechanism based-on prime numbers. We also developed a new aggregation method based on standard video compression called Scalable Video Coding (SVC). Our goal is to support user’s heterogeneity while optimizing resources consumption. In addition, we studied the problem of scheduling inWiMAX networks.We proposed an adaptive scheduling algorithm AWRR for IPTV services. The aim of this method is to support QoS constraints by using two schedulers, and assigning a dynamic value to each service queue. Finally, we interested to study about the problem of path selection. We proposed a solution based on a deterministic cost function. This function also ensures admission control based on two basic cost functions which include four QoS criteria. This thesis has been prepared in the MIPS/GRTC laboratory, University of Haute Alsace, under a research contract external (CRE) framework with France Telecom R&D. All proposed mechanisms were evaluated by the simulator QualNet, Matlab and mathematical analysis.

El sector bancario ha experimentado cambios de mercado importantes a raíz de las expectativas del cliente, capacidades tecnológicas, requerimientos regulatorios, la demografía y economía (PWC, 2020). Por esta razón, las instituciones financieras buscan crear ventajas competitivas a través de los alcances tecnológicos y experienciales (World Retail Banking Report, 2019). En consecuencia, la banca móvil (MB) surge en como la plataforma digital para realizar transacciones en dispositivos móviles (Masrek, 2018), la cual influencia la percepción del cliente, respecto al valor entregado que representan por los beneficios presentados en el uso (Dws Group, 2018). La presente investigación busca analizar el uso de banca móvil en Perú urbano a través de las variables: calidad de servicio, confianza, satisfacción y compromiso de marca. Se hará uso de un cuestionario de enfoque cuantitativo de dos partes, demográfico y uso de banca móvil. La metodología comprende un estudio correlacional causal, el cual será analizado bajo la técnica de modelos de ecuaciones estructurales (SEM). / The banking sector has undergone major market changes due to customer expectations, technological capabilities, regulatory requirements, demographics, and the economy (PWC, 2020). For this reason, financial institutions need to create competitive advantages through technological and experiential scopes (World Retail Banking Report, 2019). Consequently, mobile banking (MB) emerges as the digital platform to carry out transactions on mobile devices (Masrek, 2018), which influences the perception of the client, regarding the value delivered that they represent by the benefits presented in the usage (Dws Group, 2018). This research seeks to analyze the use of mobile banking in urban Peru through the variables: quality of service, trust, satisfaction and brand commitment. A two-part questionnaire will be used, demographic and mobile banking use. The methodology comprises a causal correlational study, which will be analyzed using the structural equation modeling (SEM) technique. / Trabajo de investigación

En la actualidad, se sostiene que la calidad de servicio llega a tener un gran papel sobre el desempeño de cualquier negocio. En la hotelería, esta variable viene siendo un pilar para todo éxito y un requisito indispensable frente a clientes cada vez más exigentes dentro de un entorno altamente experiencial (J.U. Islam, et al., 2019). Es aquí donde las empresas reconocen la actuación importante de las experiencias positivas en los clientes y su influencia sobre su beneficio estratégico (Kandampully et al., 2018). Como evaluación necesaria y promoción de la importancia de dicha relación, para esta investigación, se analizará la relación activa entre la calidad de servicio y la experiencia del cliente en hoteles de categoría superior y de lujo para el turismo nacional en el distrito de Paracas durante el año 2020. En el primer capítulo, se explica la problemática de investigación y los antecedentes que forman la base de la investigación. Seguidamente, se extiende toda la información recogida para cada variable en estudio. Para calidad de servicio, se explica su definición a lo largo del tiempo, los beneficios que esta plantea, los modelos predominantes para su medición y las dimensiones elegidas para esta investigación. Por otro lado, para experiencia de cliente, se explica su definición, la importancia sobre su función estratégica, las herramientas para su buen desarrollo y las dimensiones elegidas para esta investigación. En el segundo y tercer capítulo, se explica el plan de investigación y el marco metodológico respectivamente. Para el plan de investigación se define el problema, los objetivos y la hipótesis a estudiar, calificadas por composiciones generales y específicas. Y, para el marco metodológico, se expone el cálculo de muestreo y población. Asimismo, se define el tipo, diseño y técnicas de recolección y procesamiento de datos. Para el cuarto y quinto capítulo, se exponen los resultados y las declaraciones finales respectivamente. En los resultados, según las mediciones comprobadas estadísticamente, se confirma la relación y se acepta la hipótesis general y los objetivos específicos. Por último, se expone la discusión donde se afirma la hipótesis general y los objetivos específicos y se confirman las conclusiones concluyentes. / Currently, it is argued that the quality service comes to have a great role in the performance of any business. In the hospitality industry, this variable has been a pillar for all success and an indispensable requirement in the face of increasingly demanding clients within a highly experiential environment (Islam et al., 2019). It is here that companies recognize the important performance of positive customer experiences and their influence on their strategic benefit (Kandampully et al., 2018). As a necessary evaluation and promotion of the importance of this relationship, for this research, we will analyze the relationship between the quality of service and the customer's experience in superior category and luxury hotels for national tourism in the Paracas district during 2020. In the first chapter, the research problems and the background that form the basis of the research are explained. Next, all the information collected for each variable under study is extended. For quality service, the definition is explained over time, the benefits it raises, the predominant models for its measurement and the dimensions chosen for this research. On the other hand, for customer experience, its definition, the importance of its strategic function, the tools for its proper development and the dimensions chosen for this research are explained. In the second and third chapters, the research plan and the methodological framework are explained respectively. For the research plan, the problem, the objectives and the hypothesis to be studied are defined, qualified by general and specific compositions. And, for the methodological framework, the sample and population calculation is exposed. Likewise, the type, design and data collection and processing techniques are defined. For the fourth and fifth chapters, the results and final statements are presented respectively. In the results, according to statistically proven measurements, the relationship is confirmed and the general hypothesis and specific objectives are accepted. Finally, the discussion is exposed where the general hypothesis and the specific objectives are affirmed and the conclusive conclusions are confirmed. / Tesis

En el presente trabajo se expone el marco teórico y el estado de arte del proyecto de investigación sobre la mejora del proceso de atención al cliente en un centro Oncológico utilizando el modelo Lean Service para incrementar la percepción de la calidad del servicio brindado, por ello se ha recogido los conceptos más relevantes y la aplicación del modelo escogido con base a una revisión de literatura e investigaciones más recientes. / In the present work the theoretical framework and the state of the art of the research project on the improvement of the customer service process in an Oncology center are exposed using a model proposed from the principles of Lean Service oriented to health to increase perception of the quality of the service provided, for this reason the most relevant concepts and the application of the chosen model have been collected based on a review of the literature and more recent research. / Trabajo de Suficiencia Profesional

El puerto del Callao es uno de los nodos marítimos más importantes de la región. Con una ubicación geográfica estratégica, los volúmenes de carga movilizados en los últimos 15 años han mantenido un crecimiento sostenido, el cual no sería posible sin el desarrollo de los actores circundantes a las actividades logísticas del puerto. Si bien el servicio portuario es ofrecido a exportadores e importadores, son también las líneas navieras las acreedoras de los espacios para cargar y descargar sus naves; sin embargo, el puerto no es la única entidad a cargo de brindarle los servicios necesarios a las navieras para que estas sigan operando. En el presente estudio se analizará la percepción del servicio y la optimización de operaciones de despacho de contenedores vacíos por parte de los depósitos del Callao a las líneas navieras en el 2020. En el primer capítulo, conoceremos los antecedentes de esta investigación: estudios previos sobre las operaciones de ciertos depósitos y teoría relacionada a los servicios y procesos de los mismos. Respecto a los estudios previos, se podrá visualizar que la gran mayoría de estos son cuantitativos (54%). En el segundo capítulo, se plantearán los problemas e hipótesis del tema, así como sus justificaciones. En el tercer capítulo, se detallará la metodología del trabajo. En este capítulo se da a conocer que la presente investigación tendrá un enfoque cuantitativo con alcance correlacional y un diseño no experimental transversal. En el cuarto capítulo, se detallará el perfil de las personas a las cuales se les aplicó el instrumento. Estas personas trabajan en líneas navieras, con énfasis las áreas que mantienen relación y comunicación constantemente con los depósitos de contenedores vacíos. Además, en este capítulo de detallará el tratamiento estadístico llevado a cabo. En el quinto capítulo, se analizarán los resultados obtenidos para validar las hipótesis planteadas, para finalmente, en el sexto capítulo, brindar conclusiones y recomendaciones al respecto. / The port of Callao is one of the most important maritime nodes in the region. With a strategic geographical location, the volumes of cargo mobilized in the last 15 years have maintained a sustained growth, which would not be possible without the development of the actors surrounding the port's logistics activities. Although the port service is offered to exporters and importers, shipping lines are also the creditors of the spaces to load and unload their ships; However, the port is not the only entity in charge of providing the necessary services to shipping companies so that they continue to operate. This study will analyze the perception of the service and the optimization of empty container dispatch operations by Callao warehouses to shipping lines in 2020. In the first chapter, we will know the background of this research: previous studies on the operations of certain deposits and theory related to their services and processes. Regarding previous studies, it can be seen that the vast majority of these are quantitative (54%). In the second chapter, the problems and hypotheses of the subject, as well as their justifications, will be raised. In the third chapter, the work methodology will be detailed. In this chapter it is disclosed that this research will have a quantitative approach with correlational scope and a non-experimental cross-sectional design. In the fourth chapter, the profile of the people to whom the instrument was applied will be detailed. These people work on shipping lines, with emphasis on the areas that maintain constant relationship and communication with the empty container depots. In addition, this chapter will detail the statistical treatment carried out. In the fifth chapter, the results obtained will be analyzed to validate the hypotheses raised, and finally, in the sixth chapter, provide conclusions and recommendations in this regard. / Tesis

The main task of the Master Thesis is introduction into problems of quality of service in converged networks especially with use of IP protocol version 6. Converged networks are able to transfer different data types - voice, data or multimedia stream. Design of active network unit is realized in Matlab Simulink. Designed model consists of simple network with some computer terminals which are connected with network element - switch. Switch model simulates real traffic of computer terminals, that are sending data to remote users. Packets in switch are sorting by data stream type and QoS. Switch is managed by neuron network. Neuron network reacts to input data and controls switch depending on type of recipient. Switch model can be used in laboratory exercising. Solving this theme needs basic skill in Simulink and theme can be done in one laboratory exercise.

This diploma thesis deals with computer networks which play a key role in present society. More and more demands are placed on these networks (especially on quality of services and throughput) because of fast-growing developement of services such as voice and video real-time transmissions. All the packets in typical Ethernet networks are equal. Therefore it is sometimes impossible for the application to maintain required throughput speed of a network. For this case it is useful to take some mechanisms into the consideration. These mechanisms (sometimes called QoS) are able to distinguish different types of transmissions and traffic, analyze them and then prioritize them according to some pre-defined set of rules. The most famous mechanisms are Integrated Services and Differentiated Services. The implementation of Differentiated Services is the goal of this thesis.

The aim of this semestral thesis is to create a MPLS network model using OPNET Modeler program and consecutive simulation of this network behavior with focus on quality of service assurance. This project contains also theoretical introduction to the MPLS network problematic and quality of service assurance - hereafter it is focused on simulation and analysis of data flows in extended communication network model with focus on Voice Over IP parameters. This thesis is discovering attributes of MPLS with respect to network traffc.

The main aim of this thesis is to familiarize with options of services using real-time data transfer in wireless networks. Theoretical part presents wireless network based on IEEE 802.11 standard and its practical use. Large part is focuses on 802.11e standart, that provides support for quality of service in wireless networks. Furthemore this thesis deals with transport and applicaton protocols supporting multimedia streaming over computer network. Second chapter is focused on analyzing real computer network with purpose in measuring parametrs influencing quality of service such as bandwith, delay, jitter and loss. Last part deals with the design of wireless network in OPNET Modeler enviroment with focus on simulating parameters that influence quality of service.

This work deals with the introduction of information security system in a company that provides internet. It is a hardware and software solutions for the benefit of quality information needed to monitor and manage networks on a professional level. Used solutions are versatile with regard to the diversity of the market and the speed of technology development.