Objetivo: Medir la satisfacción de los pacientes atendidos por alumnos de pregrado en centros odontológicos universitarios privados a nivel de Lima Metropolitana (Perú), en el año 2019 utilizando la herramienta Servqual modificada. Materiales y métodos: Este fue un estudio descriptivo, de tipo transversal observacional. Participaron 180 pacientes atendidos por alumnos de Pregrado en tres centros odontológicos universitarios privados de Lima Metropolitana. Los datos recopilados se analizaron utilizando el programa Stata ® v14.2 a través de las pruebas estadísticas que incluyeron pruebas de Wilcoxon, Mann-Whitney y Kruskal-Wallis. P <0,05 se consideró estadísticamente significativo. Resultados: Los resultados mostraron que el 65.56% de los pacientes se encontraron satisfechos luego de ser atendidos. Además, la media de la percepción de la calidad de los servicios prestados fue mayor a la de las expectativa en todas las dimensiones evaluadas. La brecha de satisfacción más alta fue de Capacidad de respuesta y la más baja, de Fiabilidad. Se halló insatisfacción en relación al factor tiempo y a la amabilidad prestada por parte del personal de atención. Conclusión: De acuerdo a los resultados obtenidos, es necesario realizar un plan de acción en relación a las preguntas “Que la consulta se realice en el horario programado”, “Que su atención se realice respetando la programación y el orden de llegada del paciente” y “Que durante su atención en el consultorio se respete su privacidad” de la encuesta Servqual, con el fin de aumentar el número de pacientes satisfechos en futuras atenciones. / Objective: Measure the satisfaction of patients attended by undergraduate students in private university dental centers at Lima Metropolitana (Peru), in the year 2019, using the modified Servqual tool. Materials and methods: This was a descriptive and observed cross-sectional study. 180 patients attended by undergraduate students in three private university dental centers in Lima Metropolitana participated in this study. The collected data were analyzed using the Stata ® v14.2 program through statistical tests including Wilcoxon, Mann–Whitney and Kruskal-Wallis tests. P < 0.05 was considered statistically significant. Results: Results showed that 65.56% of the patients were satisfied after being treated. In addition, on average, the perception of the quality of the services provided was greater than the expectation in all the dimensions evaluated. The highest quality gap was Responsiveness and Reliability, the lowest. Dissatisfaction was found regarding the time factor and the kindness provided by the care staff. Conclusion: According to the results obtained, it is necessary to carry out an action plan according to the questions "That the consultation be carried out at the scheduled time", "That your care is carried out respecting the programming and the order of arrival of the patient" and " That their privacy be respected during their care in the office” from the Servqual survey, in order to increase the number of satisfied patients in future care. / Tesis

The Internet of Things (IoT) is a technology aimed at developing a global network of machines and devices that can interact and communicate with each other. Supporting IoT, therefore, requires revisiting the Internet’s best effort service model and reviewing its complex communication patterns. In this dissertation, we explore the unique characteristics of IoT traffic and examine IoT systems. Our work is motivated by the new capabilities offered by modern Software Defined Networks (SDN) and blockchain technology. We evaluate IoT Quality of Service (QoS) in traditional networking. We obtain mathematical expressions to calculate end-to-end delay, and dropping. Our results provide insight into the advantages of an intelligent edge serving as a detection mechanism. Subsequently, we propose SADIQ, SDN-based Application-aware Dynamic Internet of things QoS. SADIQ provides context-driven QoS for IoT applications by allowing applications to express their requirements using a high-level SQL-like policy language. Our results show that SADIQ improves the percentage of regions with an error in their reported temperature for the Weather Signal application up to 45 times; and it improves the percentage of incorrect parking statuses for regions with high occupancy for the Smart Parking application up to 30 times under the same network conditions and drop rates. Despite centralization and the control of data, IoT systems are not safe from cyber-crime, privacy issues, and security breaches. Therefore, we explore blockchain technology. In the context of IoT, Byzantine fault tolerance-based consensus protocols are used. However, the blockchain consensus layer contributes to the most remarkable performance overhead especially for IoT applications subject to maximum delay constraints. In order to capture the unique requirements of the IoT, consensus mechanisms and block formation need to be redesigned. To this end, we propose Synopsis, a novel hierarchical blockchain system. Synopsis introduces a wireless-optimized Byzantine chain replication protocol and a new probabilistic data structure. The results show that Synopsis successfully reduces the memory footprint from Megabytes to a few Kilobytes with an improvement of 1000 times. Synopsis also enables reductions in message complexity and commitment delay of 85% and 99.4%, respectively

Diploma thesis deals with assign and distribution quality of service in mobile UMTS telecommunication networks. The project consists of two parts, theoretical and practical. Theoretical part of the project is focused to familiarize with functionality of the UMTS network with the main aspect at admission mechanism in radio part of the network as well as quality of service assign mechanisms according to service demands within core network of UMTS. Practical part of the project is given to simulation program OPNET Modeler and its capabilities in network design and testing various parameters of UMTS network with implementation quality of service mechanism. As the asset of diploma thesis becomes designed functional prototype of UMTS network with various options for individual settings user equipment as well as fixed mobile networks nodes.

Wireless networks are currently the frequent access connection to the local network or the Internet. Until 2005 there was no support in the 802.11 standard priority data and the use of multimedia services in these networks is problematic. Thesis deals with the standard IEEE 802.11 standard and quality of service support including IEEE 802.11e. They discussed methods of access to transmission medium, differences in the MAC sublayer, the reader issues in the transmission of priority data and the requirements for these data. In Opnet Modeler was created wireless network with access points and stations on which they are carried out simulations at different strain of transmitted data. It studied the difference in the use of DCF and EDCF method, used in the network with QoS support. In particular, it examined the behavior of priority voice and video data in both networks. The focus is on key parameters such as throughput, dropping data, packet loss, delay, jitter and the size of broadcasting front. The measured data are analyzed, and differences in the network without the support and promoting the quality of services are compared and evaluated. Part of this work is the role of laboratory in the Opnet Modeler.

This work deals with the Universal Mobile Telecommunications System problems. It researches the parameters of influencing the UMTS Terrestrial Radio Access Network behaviour where is the Quality of Services support necessary. The aim of this master’s thesis is the simulation and evaluation of scenarios running real-time UMTS services in Opnet Modeler environment. In the first part is the short introduction to this technology problem. The requirements and the aims, the frequency plan, the network architecture and the Quality of Services support in UMTS are described. Creating the mobile network in the OPNET Modeler environment, configuration of the particular elements with the correct functionality and finally the parameters configuration for the Quality of Service at all workstations was the practical part of this work. At last phase was needed to compare the final statistics of the model without QoS support and the model with QoS support. I verified my knowledge in the OPNET Modeler program and the expected simulation results were confirmed. The final part of the thesis was creating the laboratory problem on the basis experience gained.

This master thesis includes a short review of the structure of WLAN (Wireless Local Area Network) technologies 802.11a/b/g, the description of their physical interface and the description of the basic medium access control mechanisms implementing the PCF (Point Coordination Function) and DCF (Distributed Coordination Function) methods. I mainly focused on the detailed evaluation the new 802.11e standard which was designed to efficiently support real-time services in wireless environment. To provide QoS (Quality of Service) support, this standard specifies the EDCA (Ehanced Distributed Channel Access) and HCF (Hybrid Coordination Function) medium access control methods for the shared wireless environment. The next chapter of my work is devoted to the verification of the theoretical results in OPNET Modeler simulation environment. I studied in details the WLAN model available in OPNET Modeler, the effect of data-flow classification into separate categories and the configuration of several access method parameters. Next, I created my own WLAN model according to the 802.11e standard. This model contains four applications two of them with real-time requirements. The model is divided into several scenarios, each focusing on different aspects of wireless network technologies like QoS support and it´s dependency on the number of clients, mobility of wireless terminals and comparison of the 802.11a/b/g and the 802.11e technology.

Diplomová práce je psána v angličtině a věnuje se standardu IEEE 802.11e, obsahujícím podporu kvality služeb a taky pojednává o kvalitě služeb QoS (Quality of Service) v systému UMTS. Rozebrány jsou hlavní teoretické pilíře daných mechanizmů a praktická část se zabývá simulacemi síťových modelů. Standard 802.11e objasňuje propojení vrstev na fyzické úrovni a zmiňuje metody přístupu k přenosovému médiu DCF, PCF, HCF, EDCA, HCCA. Dále přístupové kategorie a také odlišnosti v MAC podvrstvě, je rozebrána problematika při přenosu prioritních dat na základě identifikátorů. Vzpomenuta je taky struktura formátu rámce a techniky s rozprostřeným spektrem. Časové limity pro doručení prioritních dat a požadavky kladené na tyto data je možné snadno srovnat v tabulkách. Problematika kvality služeb je velice komplexní záležitost, nicméně jsou rozebrány základní klíčové parametry jako koncové zpoždění, jitter, zahazování dat, propustnost, velikost front a hodnota MOS. Zmíněny jsou i mechanizmy integrovaných RSVP a diferencovaných služeb pro zajištění QoS. U systému třetí generace UMTS je objasněna architektura a společná kooperace se systémem GSM. Vzájemné propojení obou sítí je zřejmé z obrázků. Zvýšený zájem je věnován vrstvovému modelu a funkcím RRM pro zajištění QoS. Objasněny jsou různé druhy předávání hovorů, tzv. Handover Control a funkce Admission Control. Rozebrány jsou jednotlivé třídy provozu Conversational, Streaming, Interactive a Background. Praktická část se odehrává v simulačním prostředí programu OPNET Modeler. Byly vytvořeny dva modely s různými scénáři pro srovnání zajištění QoS. Model objasňující princip standardu IEEE 802.11e obsahuje dvě bezdrátové sítě s přístupovými body a stanicemi, na kterých jsou sledovány simulace s různým zatížením přenášených dat. Pro porovnání výsledků je zkoumán rozdíl při použití metody HCF v síti s podporou QoS. Model UMTS sítě obsahuje základnové stanice Node B s možností vysílání do tří sektorů. Mobilní účastník pohybující se po trajektorii představuje princip funkce Softer Handover. Konfrontace mezi scénáři je zastoupena kompresí záhlaví pomocí funkce PDCP a rozlišení Type of Service. Obzvláště je sledováno chování prioritních dat hlasu a videa u obou sítí. Naměřená data zastupují grafy a průběhy výsledních charakteristik. Analýza diskutuje odlišnosti u sítě bez podpory a s podporou kvality služeb. Rozdíly jsou porovnány a vyhodnoceny dle metodiky QoS. Součástí práce je i řešení problémů při návrhu UMTS sítě a podány jsou taky užitečné tipy a návrhy na jejich odstranění. Projekty v simulačním softwaru jsou popsány dle postupu vyhotovení, avšak hloubka podrobností je potlačena. Detaily nejsou rozebírány, protože se očekává pokročilá znalost mechanizmů a jistá dávka zkušeností s programem.

This master thesis deals with implementing triple-play services and providing it’s quality of services in heterogenous comunnication networks. The aim of thesis is to apply the- oretical methods in real case and existing network infrastructure. Practical part aims to create technical solution to prioritize network traffic based on classification of required services. The technical solution is created with conditions of being possible to add more functions and to provide scalability.

The first part of the thesis is focused on he theoretical knowledge needed for a high-quality elaboration of business plan. The second part of this work is focused on the creation of a business project in the area of recreational (holiday) accommodation - offering of the cottage, which can be used in both summer and winter season. The main aim of my thesis is to create a high-quality business plan. I believe, that my business project will be successful business start in the area of holiday accomodation.

La disertación que se presenta a continuación tiene como objetivo explicar la satisfacción del cliente como un indicador de calidad, para ello se ha revisado diferentes posturas sobre si la calidad de servicio antecede o es una consecuencia de la satisfacción del cliente. El método empleado fue descriptivo de tipo explicativo. La investigación se llevó a cabo bajo una revisión sistemática de diversas fuentes de información especializadas. En este sentido, se presenta una recopilación sobre la conceptualización y características más relevantes de la satisfacción del cliente, así como también de la calidad de servicio, con fundamento en citas de autores que ya han abordado estas variables. De la misma forma, se realizó un análisis de la controversia si la satisfacción del cliente depende de la calidad de servicio o viceversa, siendo una relación importante para la gestión empresarial. Las conclusiones evidencian que no existe un vehículo único para lograr un servicio de calidad; no obstante, la satisfacción de los clientes es vista por los autores como un requisito indispensable en el modelo teórico, constituyendo el vehículo más seguro y expedito para alcanzar la calidad. Por tanto, la calidad del servicio como concepto teórico y práctico seria consecuencia de la presencia de los atributos que permiten la satisfacción del cliente. La calidad y satisfacción también actúan de forma sinérgica; por tanto, son elementos teóricos y prácticos difíciles de separar. / The dissertation presented below aims to characterize customer satisfaction as an indicator of quality, for it has reviewed different positions on whether the quality of service precedes or is a consequence of customer satisfaction. The method used was descriptive, explanatory. The research was carried out under a systematic review of various sources of specialized information. In this sense, a compilation is presented on the conceptualization and most relevant characteristics of customer satisfaction, as well as quality of service, based on quotes from authors who have already addressed these variables. Similarly, an analysis was made of the controversy whether customer satisfaction depends on quality of service or vice versa, being an important relationship for business management. The conclusions show that there is no single vehicle for achieving quality service; however, customer satisfaction is seen by the authors as an indispensable requirement in the theoretical model, constituting the safest and most expeditious vehicle for achieving quality. Therefore, the quality of the service as a theoretical and practical concept would be a consequence of the presence of the attributes that allow customer satisfaction. Quality and satisfaction also act synergistically; therefore, they are theoretical and practical elements difficult to separate. / Trabajo de Suficiencia Profesional