The Czech Republic started to issue implementing quality standards in public services addressed to a greater extent especially in times of public administration reform, when the transfer of responsibilities to local government units and based on efforts to bring these services to the citizens. This thesis describes the approach of the Czech Republic to public services, and further analyzes the implementation of quality standards in these services. Aim of this work is to examine whether public services are defined in the Act and at what stage is the introduction of standards for selected services to these laws and implementing regulations. Part of this work is to evaluate the different sectors, which indicates at what stage is the process of standardization in these sectors.

The purpose of this research was to measure users' satisfaction with computer support in the higher education environment. The data for this study were gathered over a 5-week period using an online survey. Subjects (N=180) were members of a college at a major Texas university, which included both faculty and staff. SERVQUAL was the instrument used in this study. Two-ways statistical ANOVA analyses were conducted and revealed three statistically significant differences for Gender, Classification, and Comfort Level.

The applicability of SERVPERF as a tool for judging the quality of services used by biomedical information professionals was tested using standard statistical procedures. Data was gathered nationally via a combination of electronic and non-electronic forms, from Area Health Education Center (AHEC) information professionals and the results consolidated to provide information for the study. It was determined that SERVPERF was applicable in making judgements about service quality for AHEC information professionals. Their perceptions about service quality tended to have a greater influence than did their level of actual satisfaction on whether or not they planned to use a particular service in the future. There is currently no validated tool available to ascertain the quality of services offered to these valuable members of the rural health care team. This dissertation proposes to provide such a tool, and to serve as a guide or template for other professionals seeking a means to judge service quality in their own disciplines.

The thesis deals with the problem of unavailability of social services for seniors in the former administrative district Břeclav in the South Moravia Region with regard to demographic trends and social changes taking place in the Czech Republic. The thesis is divided into two main parts, theoretic and empirical. The theoretic part defines research problem, which is the unavailability of social services for seniors, deals with terms of age, population ageing and social services. Then the author analyzes theoretical concepts and value frameworks - quality of life, quality of social services and the concept of welfare mix. The theoretical part concludes an analysis of current trends in the Czech Republic, which have a significant influence on the development of social services for seniors. In the empirical part of the thesis, the author focuses on the assessment of the availability and quality of social services for seniors in the former administrative district Břeclav. The social services for seniors are evaluated in terms of territorial, capacity and financial availability. Quality of social services for seniors are evaluated on the basis of a survey of satisfaction among clients of residential social facilities. The added value of this thesis is the creation of a detailed review of all social...

No / The purpose of this study is to investigate the customer’s perception of service quality within the context of the pharmaceutical supply chain, and look specifically at the supplier/customer relationship. The research in question focuses on the trading relationship between a pharmaceutical wholesaler and its pharmacy customers. Existing literature shows that quality of the overall service is determined by the customer’s perceptions of that service; therefore it is important that the supplier measures the customer’s perception of service quality and understands what factors influence that perception and build this into their service delivery. The data were collected via a series of qualitative semi-structured interviews with hospital and retail pharmacies located in the North West of England. The findings show that pharmacy customers have a range of vitally important to less important criteria associated with good service quality and that pharmaceutical wholesalers as suppliers should aim to excel at the vital and important issues and meet those of lesser importance to satisfy customers expectations of service quality. This reinforces the importance of measuring customer expectations and incorporating outputs into service design to ensure a customer focus to the service provided. Further consideration should be given to adopting the SERVQUAL tool in conducting future research and analysis. Suppliers should be aware that there are vital activities that customers expect to have performed/delivered and that they need to know what these are and excel at these, whilst managing less important criteria effectively. This paper provides an insight into the customer-supplier relationship within the pharmaceutical supply chain in the NHS, which will be of benefit to practitioners and academics in this field.

Made available in DSpace on 2016-12-01T19:18:45Z (GMT). No. of bitstreams: 1 1 capa cap1 e2.pdf: 202961 bytes, checksum: 8c01f713b00fbe91a660b669b03ddd92 (MD5) Previous issue date: 2008-04-07 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The great number of odontological clinics and professionals of the area in Florianópolis comes demanding for a competition irritation in the odontological service rendering. This competition increase requires an improvement in the quality and in the installment of the odontological services. With sights to analyze the quality according to surgeons-dentists and patients perception of odontological clinics of this municipal district, it took by reference a similar study accomplished by Urdan (2001). when identifying the perceptions, the research allowed to verify the lacunas existence in the installment of the odontological services and the development of a strategic model of quality. The quality attributes were divided into three great subgroups: Attributes related to surgeon-dentist, attributes related to receptionists and attributes linked to the clinics services scenaries, all with a scale of five levels. It is a rising research, descriptive and exploratory. The sample selected comprehended 75 odontological clinics of the municipal district of Florianópolis, and 150 surgeons-dentists and 402 patients answered to the questionnaire semi-structured presented. In function of the collected data to noticed itself that most services quality attributes for the surgeons-dentists highlighted the indispensable and important degrees, being only an identified attribute as little important, while for the patients only the indispensable and important scales represented. The most important attributes for the surgeons-dentists were dentist treat with respect, listen the patient and environment of the organized and clean clinic. It stands out, for the patients, the clinic environment being organized and cleaned, dentist inspire total confidence and dentist listen the patient. The final table allowed still to identify perception similarity between surgeon-dentist and patients in eight new attributes suggested by the searched in the opened questions. The research results remit the importance of considering patients' perception as improvement condition for the quality of the odontological services of Florianópolis / O grande número de clínicas odontológicas e profissionais da área em Florianópolis vem demandando por um acirramento da concorrência na prestação de serviço odontológico. Este aumento da concorrência requer uma melhoria na qualidade e na prestação dos serviços odontológicos. Com vistas a analisar a percepção da qualidade segundo cirurgiões-dentistas e pacientes de clínicas odontológicas deste município, tomou-se por referência um estudo análogo realizado por Urdan (2001). Ao identificar as percepções, a pesquisa permitiu verificar a existência de lacunas na prestação dos serviços odontológicos e o desenvolvimento de um modelo estratégico de qualidade. Os atributos da qualidade foram divididos em três grandes subgrupos: atributos relacionados ao cirurgião-dentista, atributos relacionados às recepcionistas e atributos ligados aos cenários de serviços das clínicas, todos com uma escala de cinco níveis. Trata-se de uma pesquisa de levantamento, descritiva e exploratória. A amostra selecionada compreendeu 75 clínicas odontológicas do município de Florianópolis, sendo que 150 cirurgiões-dentistas e 402 pacientes responderam ao questionário semi-estruturado apresentado. Em função dos dados coletados percebeu-se que a maioria dos atributos de qualidade de serviços para os cirurgiões-dentistas destacavam os graus indispensável e importante, sendo apenas um atributo identificado como pouco importante, ao passo que para os pacientes apenas as escalas indispensável e importante figuraram. Os atributos mais relevantes para os cirurgiões-dentistas foram dentista tratar com respeito, ouvir o paciente e ambiente da clínica organizado e limpo. Destaca-se, para os pacientes, o ambiente da clínica ser organizado e limpo, dentista inspirar total confiança e dentista ouvir o paciente. A tabulação final permitiu ainda identificar similaridade de percepção entre cirurgião-dentista e pacientes em oito novos atributos sugeridos pelos pesquisados nas questões abertas. Os resultados da pesquisa remetem a importância de considerar a percepção dos pacientes como condição de melhoria para a qualidade dos serviços odontológicos de Florianópolis

Diploma thesis "The quality evaluation system of the low-threshold club Jahoda services" deals with questions of evaluation and rising of social services quality, which is the primary objective for well functional organization in commercial as well as noncommercial zone. Thesis is primary applied to sphere of social services and its aim is making proposal for evaluation of services quality for concrete institution providing low-threshold social services to children from 6 to 15years old. The first part describes social services in legal social services in legal and describes low- threshold institutions for children and teenagers, representation low-threshold club Jahoda. Next targets are about possible styles of evaluation provided services quality and their fixation in standards of social services quality. The second part of thesis is practical part, which attends to the proposal of system for quality evaluation offered services in low-threshold club Jahoda. Proposal of this system is coming out from analysis of present system used in the institution and its main part is questionnaire investigation between users, employees, volunteers and trainees of NZDM Jahoda. Pilot was tested between all persons interested in and its representation is a part of the thesis to.

Submitted in fulfillment of the requirements of the Master of Technology Degree in Information Technology, Durban University of Technology, Durban, South Africa, 2014. / The implementation of Microsoft (MS) technologies and solutions as organisational infrastructure within the higher education arena has become a popular choice both internationally and within South Africa. With benefits such as reduced costs, improved productivity and improved service delivery to both staff and students, MS technologies and solutions seem to be the preferred choice for many institutions worldwide. The Durban University of Technology (DUT) was the first university of technology in South Africa to implement all nine MS technologies simultaneously. Since migration to the MS platform in 2009, DUT staff have raised concerns regarding the new solutions, particularly with reference to aspects such as security, accessibility, and reluctance to use self-help tools to improve their IT experience. Migrating from a non-integrated system to an integrated MS platform thus resulted in IT service delivery becoming a contentious issue. . This study discussed: the quality of IT service delivery regarding the MS infrastructure within the DUT; the types of MS technologies and solutions implemented; the resulting impact that these have had on the full time administrative and academic staff at the DUT; and their perceptions and expectations of IT service delivery. Using a mixed methods research approach and underpinned by the modified SERVQUAL framework viz. RATER, the quality of this service was investigated. This study yielded both positive and negative findings regarding expectations and perceptions of the quality of IT services. Results indicated that although staff were generally positive about the migration and satisfied with the resulting IT service delivery, there was room for improvement in terms of the quality of IT services offered by DUT’s Information Technology Support Services Department. Based on the findings, recommendations for improved IT service delivery (ITSD) and IT service management (ITSM) were proposed. It was also recommended that the framework deemed most suitable in the MS dominant IT infrastructure, is the MS Operations framework.

This thesis research was funded by the Southeast National Marine Renewable Energy Center (SNMREC) at Florida Atlantic University. Its objective is the development of Quality of Service (QoS) mechanisms for the wireless communications architecture used by the Prognosis and Health Monitoring (PHM) subsystem. There are numerous technical challenges that the PHM Communications Subsystem tries to solve. Due to ocean platform mobility from waves, currents, and other environmental factors, signal quality can vary significantly. As a result, the wireless link between the electric generator platform and shore systems will have variable quality in terms of data rate, delay, and availability. In addition, the data traffic that flows from generator sensors and PHM applications to the shore systems consists of numerous types of messages that have different QoS demands (e.g. delay) and priority that depends on the message type, user ID, sensor location, and application-dependent parameters. The PHM Communications subsystem must handle effectively high priority messages, such as alarms, alerts, and remote control commands from shore systems. It also performs QoS in the application layer, so it can read the contents of every message to prioritize them. In order to perform QoS in the application layer the PHM subsystem relies on Java Servlet multithreaded technology and different queuing techniques to control message transmission order. Furthermore, it compresses all traffic that comes from the ocean-based electric generator/turbine platform to reduce the load on the wireless link. The PHM Communications subsystem consists of three components: the wireless link, the Link Manager, and the Web Services Network Proxy. We present experimental results for the Web Services Network Proxy and demonstrate the effectiveness of XML data compression and semantic-based message scheduling over a link with variable capacity. / by Timur Tavtilov. / Thesis (M.S.C.S.)--Florida Atlantic University, 2011. / Includes bibliography. / Electronic reproduction. Boca Raton, Fla., 2011. Mode of access: World Wide Web.

[pt] No contexto de aplicações distribuídas, a necessidade de se adaptar a mudanças no ambiente de execução tem se tornado cada vez mais comum. Diversos trabalhos abordam a reconfiguração dinâmica de clientes e servidores em resposta a tais mudanças, inclusive na área da provisão de qualidade de serviço (QoS). Esta dissertação explora o uso da reflexividade em uma arquitetura popular de middleware (CORBA) e emprega ferramentas adicionais para o desenvolvimento de um proxy inteligente. Um dos pontos principais desse proxy é sua simplicidade de uso, pois requer poucos parâmetros para ser instanciado e reage a eventos externos automaticamente. Esse comportamento é obtido pela combinação da flexibilidade do binding LuaOrb com a conveniência das bibliotecas LuaTrading e LuaMonitor; a especificação das propriedades relevantes para a adaptação dinâmica é feita através de descritores simples e de fácil reutilização. Finalmente, este trabalho oferece mecanismos para upload e download de stubs especializados, com o objetivo de executar procedimentos de adaptação mais específicos. Com o objetivo de demonstrar uma possível aplicação para o proxy inteligente, apresentamos seu uso em um jogo simplificado para adaptá-lo automaticamente a eventos de escassez de recursos simulados. / [en] In the context of distributed applications, the need for adapting to changes in the execution environment is growing steadily. Several works deal with dynamic reconfiguration of clients and servers in response to such changes, including situations where provision of Quality of Service (QoS) is concerned. This thesis proposes the use of reflexivity in a popular middleware architecture (CORBA) and other tools to develop a smart proxy. One of its main points is usage simplicity, for the proxy requires few parameters to be instantiated and reacts to external events automatically. That behavior is achieved by combining the flexibility of the LuaOrb binding and the convenience of the LuaTrading and LuaMonitor libraries; the statement of properties relevant to the dynamic adaptation is accomplished by simple and easy-to-reuse descriptors. Finally, this work offers mechanisms to upload and download specialized stubs as to carry out more specific adaptation procedures. In order to demonstrate a possible application of the smart proxy, we present a simple game that employs it to automatically adapt to simulated resource shortage events.