Se ha estudiado, a lo largo de la historia, sobre diversos factores del servicio al cliente que pueden influir en la preferencia de consumo de los mismos, al igual que se han desarrollado diversos escritos sobre restaurantes a nivel mundial y también en el Perú; sin embargo, ¿se ha escrito lo suficiente sobre los factores de calidad del servicio al cliente que influyen en la preferencia de consumo de los clientes hacia diversos restaurantes? El objetivo de este estudio es determinar si existe relación entre los factores de calidad del servicio al cliente y la preferencia de consumo en restaurantes, pero para tener un panorama más específico, este estudio se centrará en el distrito limeño de San Isidro, por poseer una gran variedad de ofertas de platos, así como por poseer rangos diferentes de precios. En este contexto, se ha realizado un estudio de tipo exploratorio descriptivo correlacional, puesto que se busca establecer la relación existente entre las variables del estudio. El diseño del estudio se basó un uno no experimental de corte transversal, debido a que se analiza la variable de estudio sin la necesidad de tener que manipular o realizar cambios, puesto que solo serán observados los hechos que surgen de forma natural. Teniendo esto en cuenta, se recomienda que los restaurantes realicen evaluaciones sobre la calidad de servicio, para que tomen conocimiento de los puntos negativos que aquejan a los clientes, a fin de destinar presupuesto para corregir y tomar medidas de mejora. Se recomienda también aplicar una clara estrategia de marketing sensorial, en donde se ocupen de redistribuir el mobiliario del local o destinar presupuesto para ampliar el lugar y generar accesos para personas con discapacidad, además de colocar señalética que ofrezca mayor comodidad a los comensales. / Throughout history, various factors of customer service that can influence consumer preference have been studied, just as various writings have been developed on restaurants worldwide and also in Peru. However, has enough been written about the customer service quality factors that influence customers' consumer preference for various restaurants? The objective of this study is to determine if there is a relationship between the factors of quality of customer service and the preference of consumption in restaurants, but to have a more specific panorama, this study will focus on San Isidro, which is a district of Lima, as it has a wide variety of dish offers, as well as having different price ranges. In this context, a correlational descriptive exploratory study has been carried out, since it seeks to establish the relationship between the study variables. The study design was based on a non-experimental cross-sectional one, because the study variable is analyzed without the need to manipulate or make changes, since only the facts that arise naturally will be observed. Likewise, it is recommended that restaurants carry out evaluations on the quality of service, so that they become aware of the negative points that affect customers, in order to allocate a budget to correct and take improvement measures. It is also recommended to apply a clear sensory marketing strategy, where they take care of redistributing the furniture of the premises or allocate a budget to expand the place and generate access for people with disabilities, in addition to placing signage that offers greater comfort to diners / Tesis

Long time ago, there were developed methods which can allow fast exchange of information at the longest distance possible. Until recent time, the possibilities of long way communications were very limited. There were technological and financial limitations mainly. With telegraph, telephone and the newest – computer networks invention, the telecommunication services became cheaper and much more comprehensive. With accession and high scale spread of internet, the role of communications is much more important. The most actual trend is mobile internet and connected multimedia networks and their instant accessibility from anywhere. On the first side there are classical telecommunication networks as GSM, UMTS, on the other side there is very strong alternative in shape of WiMAX and WiFi networks combination. For the usage of multimedia services in that networks is very important to handle their prefferization over other traffic, which is very difficult task even on wireless media. For the finding of new processes and methods, which can allow it, there is, at fist, the need for highly accurate and authentic mathematical models. In this doctoral thesis is mapped actual state of the art and proposed the new mathematical model of Distribution Coordination Function, which is much-frequent used as access method in 802.11 networks, Wi-Fi.

Esta investigación tiene como objetivo recolectar información académica y relevante en cuanto a los factores de la calidad de servicio y la manera en que se relacionan con la aceptación del uso del mobile banking. La metodología de investigación fue determinada con base en la búsqueda de estudios previos realizados con la misma línea de enfoque. El análisis mostrará la relación de los factores de la calidad de servicio (facilidad de uso percibida, utilidad percibida, seguridad/privacidad percibida, disfrute percibido, diseño/estética percibida y sociabilidad percibida), la confianza (benevolencia, competencia e integridad) y la actitud hacia el uso del mobile banking en Lima, Perú. / The objective of this research is to collect academic and relevant information regarding service quality factors and the way they are related to the acceptance of use mobile banking. The research methodology was determined based on the search for previous studies carried out with the same line of focus. The analysis will show the relationship of the factors of service quality (perceived ease of use, perceived usefulness, perceived security / privacy, perceived enjoyment, perceived design / aesthetics and perceived sociability), trust (benevolence, competence and integrity) and attitude towards the use of mobile banking in Lima, Peru. / Trabajo de investigación

En el presente trabajo se evaluará como la calidad del servicio de la banca móvil y la satisfacción afectan la continuidad de uso. Se tiene como objetivo identificar de qué manera las primeras dos variables afectan la continuidad de uso, para conocer las razones y drivers principales de la misma. El modelo de calidad del servicio que se utilizó fue el de Qingji Zhou, ya que enfocó el término calidad del servicio al mundo del mobile banking. Para realizar esta investigación se busca relacionar las variables respecto una con otra, concluyente y no probabilístico con una muestra de 400 individuos. / In this work, the quality of the mobile banking service and the satisfaction of the continuity of use will be evaluated. The objective is to identify how the first two variables control the continuity of use, to know the reasons and the main drivers of it. The quality of service model used was that of Qingji Zhou, since it focused on the term quality of service to the world of mobile banking. To carry out this research, it is sought to relate the variables with respect to one another, conclusive and non-probabilistic with a sample of 400 individuals. / Trabajo de investigación

La presente investigación busca evidenciar la relación entre las dimensiones a través de la calidad del servicio online con la satisfacción online del consumidor en el sector de Marketplace en Perú. Este estudio está basado en una literatura existente sobre las dimensiones de la calidad del servicio online, la calidad del servicio online y la satisfacción online de diferentes autores mencionados a lo largo de la investigación. Además, se ha propuesto un modelo de estudio el cual comprende cuatro dimensiones de la calidad del servicio online los cuales son: diseño de página web, servicio al cliente online, privacidad/ seguridad y cumplimiento. Posteriormente, se medirá el grado de significancia de estas variables con la satisfacción y la calidad del servicio online para determinar su relación. Se espera que los resultados amplíen el conocimiento sobre la relación de las dimensiones de la calidad del servicio online en el sector de Marketplaces. Los datos que se obtendrán de una encuesta online realizada a 385 consumidores de Marketplace en Perú se utilizarán para probar el modelo de investigación utilizando el modelo de ecuación estructural. / This research seeks to demonstrate the relationship between the dimensions through online service quality with consumers' online satisfaction in the Marketplace sector in Peru. This study is based on an existing literature on the dimensions of online service quality, online service quality and online satisfaction of different authors mentioned throughout the research. In addition, a study model has been proposed which comprises four dimensions of online quality service which are: web page design, online customer service, privacy / security and fulfillment. Subsequently, the degree of significance of these variables will be measured with the satisfaction and quality of the online service to determine their relationship. The results are expected to broaden the understanding of the relationship between the dimensions of online service quality in the Marketplaces sector. The data that will be obtained from an online survey conducted with 385 Marketplace consumers in Peru will be used to test the research model using the structural equation model. / Trabajo de investigación

Actualmente, existe una demanda creciente en relación al número de reclamos por diversos productos y servicios; y el sector financiero no es ajeno a esto, ya que aproximadamente representa el 45% de reclamos al año en comparación de las demás actividades económica y la gran parte de estos reclamos van ligados a la atención del cliente. En relación a ello, indicadores clave como el tiempo medio de atención y el tiempo medio de espera en cola son vitales para evaluar la calidad del servicio brindado y encontrar puntos de mejora. En este contexto, se ha propuesto un modelo de mejora continua (PDCA) integrado con herramientas como la estandarización de trabajo, que reduce la variabilidad del proceso de atención; y la teoría de colas, que nos permite identificar la distribución correcta de operaciones y servidores que nos garantice un equilibro entre los costos y la capacidad de servicio brindada. Esta aplicación del modelo propuesto tuvo resultados como la reducción de 73% en el tiempo de espera, incremento del nivel de atención en 8% y la reducción del tiempo de operación de 35% aproximadamente. / Nowadays, there is a growing demand for the number of claims for various products and services; and the financial sector is no stranger to this, as it accounts for approximately 45% of claims per year compared to other economic activities and most of these claims are tied to customer service. In this regard, key indicators such as average attention time and average queue waiting time are vital for assessing the quality of service provided and finding points for improvement. In this context, an integrated continuous improvement model (PDCA) is proposed with tools such as work study, which reduces the variability of the care process; and queue theory, which allows us to identify the correct distribution of operations and servers that ensures a balance between costs and the service capacity provided. This application of the proposed model had results such as a 73% reduction in waiting time, an increase in the level of care by 8% and the reduction in operating time of approximately 35%. / Trabajo de investigación

With the continuous progress on autonomous vehicle and remote drivingtechniques, connection quality demands are changing compared withconventional quality of service. Vehicle to everything communication, asthe connectivity basis for these applications, has been built up on LongTerm Evolution basis, but due to various ethical and environmental issues,few implementations have been made in reality. Therefore simulation approachesare believed to provide valuable insights.To fully model an LTE vehicular network, in this work we first providea comparison study to select the preferable LTE simulator. Aimingto integrate communication nodes with mobility, a solution for simulationframework is developed based on a state-of-art comparison study on theexisting simulator frameworks. We then further develop the network simulator,and complement it with hybrid wireless channel modeling, channeland quality of service aware scheduler, and admission control strategies. Interms of instant optimization of the network, real-time access is emulatedfor external devices to communicate with the simulator. In this thesis,the evaluation of the framework performance considers two aspects: theperformance of the simulator in LTE V2X use case and the feasibility ofthe service, specifically, remote driving, under realistic network capacity.For our framework, the results indicate that it is feasible to realize remotedriving in an LTE urban scenario, but, as an example, we show that foran area of Kista, five vehicles could be hold by a base-station with guaranteedservice at most. / Med kontinuerliga framstegen p°a autonomt fordon och fj¨arrkontrollteknikf¨or¨andras kravet p°a anslutningskvalitet i j¨amf¨orelse med konventionell servicekvalitet.Fordon till allting (V2X) kommunikation, som anslutningsgrundf¨or dessa applikationer, har byggts upp p°a basis av Long TermEvolution (LTE) system, men p°a grund av olika etiska och milj¨om¨assigaproblem har f°a implementeringar gjorts i verkligheten. D¨arf¨or antas simuleringsmetoderge v¨ardefulla insikter.Att fullt ut modellera ett LTE-fordon n¨atverk, i det h¨ar arbetet ger vif¨orst en j¨amf¨orelsestudie f¨or att v¨alja den f¨oredragna LTE-simulatorn.I syfte att integrera kommunikationsnoder med r¨orlighet utvecklas enl¨osning f¨or ett simuleringsramverk baserat p°a en j¨amf¨orelsestudie p°a befintligasimulatorramar. Vi utvecklar sedan n¨atverkssimulatorn ytterligare,och kompletterar den med hybrid tr°adl¨os kanalmodellering, kanal ochservicekvalitetmedvetna schemal¨aggning och antagningskontrollstrategier.N¨ar det g¨aller direkt n¨atverksoptimering, emuleras realtidsanslutningav externa enheter f¨or att kommunicera med simulatorn. I denna avhandlingutv¨arderas ramverken i tv°a aspekter: simulatorns prestanda i LTEV2X-anv¨andningsomr°adet och genomf¨orbarheten av tj¨ansten, s¨arskilt fj¨arrk¨orning,under realistisk n¨atkapacitet. In v°ara ramverk visar resultaten att det ¨arm¨ojligt att realisera fj¨arrk¨orning i ett LTE-urbana scenario, men som exempelvisar vi att f¨or ett omr°ade i Kista skulle som mest fem fordon kunnask¨otas av en basstation med garanterad service.

La alta demanda de servicios móviles, el aumento de operadoras en el mercado y su baja calidad de servicio, les ha dado motivos a los usuarios para migrar a otras operadoras al no estar conformes con el servicio brindado,no obstante no todos lo hacen. Por medio de una investigación cuantitativa a una muestra de 400 usuarios de servicios móviles, se estudiará el impacto del Service quality, customer satisfaction en el customer loyalty en la categoría de telefonía móvil en el Perú, colocando al switching cost como una variable moderadora. La falta de estudios sobre la industria de celulares en el Perú tomando el switching cost como variable moderadora es el principal motivo de esta investigación. / The high demand for mobile services, the increase in operators in the market and their low quality of service, have given users reasons to be able to migrate to other operators by not being satisfied with the one they present, however, not all do it. Through a quantitative study, the impact of Service quality, customer satisfaction on customer loyalty in the mobile telephony category in Peru is investigated, placing switching cost as a moderating variable. The lack of studies on the cell phone industry in Peru taking the switching cost as a moderating variable is the main reason for this research. / Trabajo de investigación

Biomedical applications offer an exciting growth opportunity for wireless sensor networks. However, radio frequency communication is problematic in hospital environments that are susceptible to interference in the industrial, scientific, and medical (ISM) bands. Also, RF is inherently insecure as eavesdroppers can easily pick up signals. The Intra-Body Network (IBNet) proposes a novel communication model for biomedical sensor networks. It seeks the convenience of wireless communication while avoiding interference and privacy concerns associated with RF. IBNet's solution is to utilize a subject's own body tissue as a transmission medium. Assuming that transmissions are contained within the body, IBNet solves otherwise complex problems of privacy and interference. Unfortunately, transmitting through the same medium in which we sense creates a new type of conflict; it is possible that one sensor's network transmission might corrupt an adjacent sensor's sample data. We present Body Language, a set of protocols that arbitrate IBNet's sampling/communication conflict while providing basic services such as dynamic node discovery, network configuration, quality of service, and sensor sample collection. Body Language seeks to provide these services and solve IBNet's unique communication challenges while minimizing hardware resource requirements and hence sensor node cost. In order to prove Body Language feasibility, we created an IBNet prototype environment where the protocols were demonstrated on real hardware and in real time. The prototype also offers important insight into the Body Language's computational resource requirements. Our results show that Body Language provides all services required by IBNet and it does so with a very modest footprint.

Since the field of computer networks has rapidly grown in the last two decades, congestion control of traffic loads within networks has become a high priority. Congestion occurs in network routers when the number of incoming packets exceeds the available network resources, such as buffer space and bandwidth allocation. This may result in a poor network performance with reference to average packet queueing delay, packet loss rate and throughput. To enhance the performance when the network becomes congested, several different active queue management (AQM) methods have been proposed and some of these are discussed in this thesis. Specifically, these AQM methods are surveyed in detail and their strengths and limitations are highlighted. A comparison is conducted between five known AQM methods, Random Early Detection (RED), Gentle Random Early Detection (GRED), Adaptive Random Early Detection (ARED), Dynamic Random Early Drop (DRED) and BLUE, based on several performance measures, including mean queue length, throughput, average queueing delay, overflow packet loss probability, packet dropping probability and the total of overflow loss and dropping probabilities for packets, with the aim of identifying which AQM method gives the most satisfactory results of the performance measures. This thesis presents a new AQM approach based on the RED algorithm that determines and controls the congested router buffers in an early stage. This approach is called Dynamic RED (REDD), which stabilises the average queue length between minimum and maximum threshold positions at a certain level called the target level to prevent building up the queues in the router buffers. A comparison is made between the proposed REDD, RED and ARED approaches regarding the above performance measures. Moreover, three methods based on RED and fuzzy logic are proposed to control the congested router buffers incipiently. These methods are named REDD1, REDD2, and REDD3 and their performances are also compared with RED using the above performance measures to identify which method achieves the most satisfactory results. Furthermore, a set of discrete-time queue analytical models are developed based on the following approaches: RED, GRED, DRED and BLUE, to detect the congestion at router buffers in an early stage. The proposed analytical models use the instantaneous queue length as a congestion measure to capture short term changes in the input and prevent packet loss due to overflow. The proposed analytical models are experimentally compared with their corresponding AQM simulations with reference to the above performance measures to identify which approach gives the most satisfactory results. The simulations for RED, GRED, ARED, DRED, BLUE, REDD, REDD1, REDD2 and REDD3 are run ten times, each time with a change of seed and the results of each run are used to obtain mean values, variance, standard deviation and 95% confidence intervals. The performance measures are calculated based on data collected only after the system has reached a steady state. After extensive experimentation, the results show that the proposed REDD, REDD1, REDD2 and REDD3 algorithms and some of the proposed analytical models such as DRED-Alpha, RED and GRED models offer somewhat better results of mean queue length and average queueing delay than these achieved by RED and its variants when the values of packet arrival probability are greater than the value of packet departure probability, i.e. in a congestion situation. This suggests that when traffic is largely of a non bursty nature, instantaneous queue length might be a better congestion measure to use rather than the average queue length as in the more traditional models.