Management of Public Health THE QUALITY OF THE SERVICES AT THE INTENSIVE CARE UNIT IN THE ATTITUDE OF THE MEDICAL PERSONNEL Daiva Dainavičiūtė – Gedminienė Supervisor Ilona Bučiūnienė, Dr.Sc.Assoc. Prof. Department of Social medicine. Faculty of Public Health, Kaunas University of Medicine. – Kaunas, 2005. – P. 77 Aim of the study is to assess the quality of services at the Intensive Care Unit. Objectives: 1. To conduct a survey on the opinion of service quality of the medical personnel at the Intensive Care Unit (ICU) in Kaunas University Hospital. 2. To determine the principal measures enabling to ensure the quality of services at the ICU. 3. To determine the prevailing problems influencing the quality of services rendered at the ICU. 4. To identify factors affecting the quality of services at the ICU. Methods. The survey was conducted in the Departments of Cardiosurgery, Cardiology, Neurosurgery and Central ICU at Kaunas University Hospital. The number of the respondents chosen was 170, of them, 64 were medical doctors and 106 nurses. The survey was carried out from 15 November 2004 to 14 December 2004. Of the 170 questionnaires handed out only 153 (90%) were returned back. Of these, 139 (91%) questionnaires were filled in correctly, 47 (33,8% were completed by the doctors and 92 (66,2%) were completed by the nurses. The data of the survey was processed and analyzed applying the SPSS 9 version of statistical data accumulation and analysis programming package. Two... [to full text]

As compared to traditional cloud computing, edge computing provides computational, sensor, and storage resources co-located with client requests, thereby reducing network transmission and providing context-awareness. While server farms can allocate cloud computing resources on demand at runtime, edge-based heterogeneous devices, ranging from stationary servers to mobile, IoT, and energy harvesting devices are not nearly as reliable and abundant. As a result, edge application developers face the following obstacles: 1) heterogeneous devices provide hard-to-access resources, due to dissimilar capabilities, operating systems, execution platforms, and communication interfaces; 2) unreliable resources cause high failure rates, due to device mobility, low energy status, and other environmental factors; 3) resource scarcity hinders the performance; 4) the dissimilar and dynamic resources across edge environments make QoS impossible to guarantee. Edge environments are characterized by the prevalence of equivalent functionalities, which satisfy the same application requirements by different means. The thesis of this research is that equivalent functionalities can be exploited to improve the reliability, efficiency, and adaptiveness of edge-based services. To prove this thesis, this dissertation comprises three key interrelated research thrusts: 1) create a system architecture and programming support for providing edge services that run on heterogeneous and ever changing edge devices; 2) introduce programming abstractions for executing equivalent functionalities; 3) apply equivalent functionalities to improve the reliability, efficiency, and adaptiveness of edge services. We demonstrate how the connected devices with unreliable, dynamic, and scarce resources can automatically form a reliable, adaptive, and efficient execution environment for sensing, computing, and other non-trivial tasks. This dissertation is based on 5 conference papers, presented at ICDCS'20, ICWS'19, EDGE'19, CLOUD'18, and MobileSoft'18 / Doctor of Philosophy / As mobile and IoT devices are generating ever-increasing volumes of sensor data, it has become impossible to transfer this data to remote cloud-based servers for processing. As an alternative, edge computing coordinates nearby computing resources that can be used for local processing. However, while cloud computing resources are abundant and reliable, edge computing ones are scarce and unreliable. This dissertation research introduces novel execution strategies that make it possible to provide reliable, efficient, and flexible edge-based computing services in dissimilar edge environments.

Yes / Oral health can influence the quality of an individual's life. Patient's perception of the service plays a vital role in understanding the reasons as to why a patient may be satisfied or dissatisfied with the service that they accessed at a dental setting. As no studies have been done in Fiji until now, this study aimed to explore the perceptions of patients on services provided by the largest dental clinic in the Central/Eastern division in Fiji. A qualitative study was used to collect data from patients who visited the Colonial War Memorial Hospital (CWMH) dental clinic in Suva Fiji from 5th August to 31st October, 2020. All patients above the age of 18 of both genders and from any ethnicity who visited the CWMH dental clinic during the period of data collection were included the study. A total of 25 participants were interviewed for this study using the in-depth interview method till data saturation occurred. A semi-structured open-ended questionnaire was used to collect data using face-to-face in-depth interviews. The data were transcribed and analyzed using manual thematic analysis process to gather the themes and sub-themes for the results. A total of 25 patients were interviewed, with a majority (n = 14) being men and 15 were of I-Taukei . Five themes emerging from data analysis include: Waiting time before treatment, Cost of Treatment, Accessibility of services, Privacy and confidentiality and Range of treatment options. The patients had an expectation to get the best treatment but face many hurdles while trying to get the treatment that they expect. The shortfalls on the part of this dental clinic caused an onset of negative perception among its users. This study shows an overall dissatisfaction with regards to services delivery among the patients who use the CWMH dental clinic for dental care purposes. The decision makers need to look into the genuine concerns that have been raised by patients in order to create improvements in services delivery and create an array of satisfaction for its patients.

Post-Traumatic Stress Disorder (PTSD) has affected millions of veterans who have served in the United States Military. PTSD causes severe impairments in one's mental health, and is correlated with homelessness, substance abuse, and unemployment. Recently, the United States Department Veterans Affairs has been funded more to improve services of mental health and other health care services. Specifically, this study was interested in exploring the perceptions that veterans have of the quality of services that have been provided for PTSD. Results indicated that the participants who utilized services felt individual and family therapy services were most helpful in reducing PTSD symptoms. Medication was less helpful suggesting further research on what types of medication are helpful. Participants also reported group therapy and service connected disability financial assistance were not helpful even though a majority of participants did not access it. Research indicates that veterans do not perceive services to be helpful; therefore they do not utilize them. Additional research can focus on exploring why veterans have not utilized services. Social workers can intervene by educating veterans about PTSD and the services that are provided in addition to other community agencies. Furthermore, social workers can evaluate returning veterans and their perception of the quality of services they have received to further improve services.

In IEEE 802.16j MMR (Mobile Multi-hop Relay) networks, bandwidth is divided into two zones, access zone to mobile stations and relay zone to relay stations. To satisfy the requirements of Quality of Services (QoS) for different types of traffic between access zone and relay zone, we propose Bandwidth-Negotiation Scheduling (BNS) for BS and RS to adequately allocate bandwidth. For the purpose of satisfying higher-priority rtPS traffic, BNS can negotiate bandwidth between two zones if the allocated bandwidth is insufficient to meet its QoS requirement. Besides, BNS can satisfy bandwidth requirement for nrtPS as much as possible and it will also do negotiation to allocate at least minimum bandwidth if resource is not sufficient. At last, BNS may reduce the allocated bandwidth for nrtPS if PLR (Packet Loss Ratio) of BE is too high. Therefore, the starvation probability of BE can be decreased by earning this extra bandwidth from nrtPS. In short, the proposed BNS can adjust the boundary between access zone and relay zone dynamically and it can improve bandwidth utilization effectively. Through Markov-chain model, we evaluated the performance of BNS and compared its performance to a mechanism with fixed-boundary. Analytical results have shown that BNS can decrease the probability of exceeding delay constraint for rtPS, increase the throughput, and decrease the PLR for nrtPS when rtPS delay constraint is increased. Moreover, BNS can significantly reduce the possibility of starvation for BE traffic.

Tyrimo tikslas – ištirti gydytojų ir slaugytojų paslaugų kokybės vertinimą pirminės sveikatos priežiūros centruose. Tyrimo uždaviniai: 1. Įvertinti sveikatos priežiūros paslaugų techninę ir funkcinę kokybę pirminės sveikatos priežiūros centruose gydytojų ir slaugytojų požiūriu. 2. Išanalizuoti gydytojų ir slaugytojų išorinio teikiamų paslaugų efektyvumo vertinimą. 3. Ištirti, koks yra gydytojų ir slaugytojų požiūris į pacientų pasitenkinimą pirminės sveikatos priežiūros paslaugų kokybe. 4. Palyginti gydytojų ir slaugytojų pirminės sveikatos priežiūros darbuotojų kompetencijos vertinimą. Tyrimo metodika. Tyrimas buvo atliktas 5 Kauno PSPC 2012 metų gruodžio-2013 metų vasario mėn. Tyrime dalyvavo 113 gydytojų ir 137 slaugytojos. Klausimynas sudarytas remiantis Ferguson ir kt. Gautas bioetikos leidimas vykdyti tyrimą. Rezultatai. Gydytojai ir slaugytojai visus techninės ir funkcinės paslaugų kokybės aspektus įvertino teigiamai, t.y. palankiai. Techninės ir funkcinės kokybės vertinimas priklausomai nuo gydytojų bei slaugytojų darbo stažo taip pat buvo teigiamas. Vertinant techninę paslaugų kokybę dėl dviejų teiginių buvo suabejota – 35,4 proc. gydytojų ir 31,4 proc. slaugytojų teigė, kad nei sutinka, nei nesutinka su teiginiu, kad patalpos, skirtos gydymui, yra aukščiausio lygio ir 36,3 proc. gydytojų bei 39,2 proc. slaugytojų teigė, kad nei sutinka, nei nesutinka su teiginiu, kad įranga, reikalinga tyrimams ir gydymui, yra aukščiausio lygio. Vertinant funkcinę paslaugų kokybę... [toliau žr. visą tekstą] / The aim of this study – to investigate of doctors and nurses services quality evaluation in primary health care system centers. Objectives: 1. To evaluate technical and functional quality of services by attitude of primary health care system centers doctors and nurses. 2. To analyze evaluation of doctors and nurses external services effectiveness evaluation. 3. To investigate doctors and nurses attitude to quality of patients satisfaction primary health care. 4. To compare doctors and nurses primary health care employer’s competition evaluation. Method’s. Research was held in five Kaunas primary health centers in Dec 2012 - February 2013. Questionnaire was made according to Ferguson etc. (1999) questionnaire about primary health care quality evaluation. Results. There were participating 113 doctors and 137 nurses in this research. Doctors and nurses all the technical and functional aspects of service quality review were assessed as positive, both by doctors and nurses. Technical and functional assessment of the quality depends on the doctors and nurses work experience has also been positive. The technical quality of the two statements has been questioned - 35.4 percent. physicians and 31.4 percent nurses said that neither agree nor disagree with the statement that the premises for treatment, is the highest level and 36.3 percent doctors and 39.2 percent nurses said that neither agree nor disagree with the statement that the equipment is necessary for research and treatment of... [to full text]

Résumé : La qualité des services est considérée de plus en plus comme un paramètre essentiel de la conception des services sociosanitaires (MSSS, 2005). Selon les divers modèles théoriques de la qualité des services (Donabedian, 1980; Kroger, 2007; OMS, 2004), la continuité des services en constitue une composante importante, surtout pour une organisation des services qui se veut de plus en plus intégrée. La continuité est abordée ici en s'appuyant sur la définition tridimensionnelle qu'en donnent Reid, Haggerty & McKendry, (2003). Elle est relationnelle, ce qui implique l'existence de rapports significatifs entre professionnels et usagers. Elle est informationnelle, ce qui suppose de rendre accessibles aux professionnels les informations requises pour l'exercice de leurs fonctions. Enfin, il faut ajouter la dimension d'approche, laquelle renvoie à la cohérence des diverses actions accomplies pour le bien-être et au bénéfice de l'usager. Le dossier clinique se présente comme une fenêtre par laquelle les trois objets que sont la qualité des services, l'intégration des services et la continuité des services peuvent se révéler et s'articuler. Pourtant, peu de recherches ont analysé le dossier clinique spécifiquement sous cet angle, privilégiant plutôt les études portant sur sa conformité à certaines normes (audits) ou l'utilisation des dossiers cliniques dans une optique de triangulation des données. La présente étude aborde le dossier clinique en tant qu'observatoire de la continuité. Cette position s'explique par les contextes social et scientifique actuels, qui considèrent la continuité comme une dimension transversale de la qualité (Kroger et al. 2007) et la voient comme à la fois une condition et un effet de l'intégration des services. Notre étude vise à repérer et à catégoriser des indices de continuité des services tels qu'on les retrouve dans des dossiers cliniques d'usagers inscrits en gestion de cas, et ce, dans le but de contribuer à l'accroissement de la qualité dans les services dispensés aux personnes âgées. En identifiant les façons dont les professionnels inscrivent des traces de continuité dans les dossiers cliniques des usagers et en dégageant les composantes de la continuité qui sont présentes dans les rédactions, la pertinence de l'usage des dossiers cliniques dans l'analyse de la continuité est précisée et quelques pistes méthodologiques d'analyse de la continuité des services peuvent être esquissées. Nous avons procédé à l'analyse de 16 dossiers cliniques de personnes âgées de 75 ans et plus, qui vivent dans deux territoires où existent des réseaux intégrés de services et qui sont inscrites en gestion de cas depuis au moins six mois. L'information contenue dans les dossiers cliniques des usagers a été extraite à l'aide d'outils conçus à cette fin spécialement pour notre étude. L'approche qualitative que nous mettons à contribution opère un double mouvement analytique de déduction et d'induction des formes de continuité que l'on retrouve dans les dossiers cliniques. Précisons que cette étude s'inscrit dans le cadre d'une plus grande recherche portant sur la fragilité (IRSC team onfrailty) que dirigent François Béland et André Tourigny. Nos résultats indiquent que les dossiers cliniques se révèlent un excellent observatoire de la continuité, bien que ce soit avec une pertinence variable selon la dimension retenue. Ainsi, le principal obstacle à la continuité informationnelle réside dans la difficulté à maintenir à jour les documents standardisés (OÉMC et PIAS, notamment). De même, la continuité relationnelle a pu être appréhendée en termes de permanence de la présence des intervenants dans le dossier clinique de l'usager, même si la qualité de la relation entre le professionnel et l'usager n'y est pas explicite. Enfin, s'agissant de la continuité d'approche, la fragmentation du dossier clinique et l'absence de description des processus de prise de décision clinique rendent son évaluation plus problématique. Une bonne partie du caractère incomplet du dossier clinique pourrait être facilement comblée, ce qui aurait pour effet de placer les pratiques de rédaction utilisées par les professionnels en phase avec les changements qui surviennent dans la conception de la qualité et dans l'organisation des services||Abstract : The quality of services is more and more often viewed as a parameter which plays a crucial role in the conception of socio-sanitary services. According to the diverse theoretical models that seek to define the concept of quality of care (Donabedian, 1980; Kröger, 2007; OMS, 2004), continuity of services represents an important dimension of the quality of care, specifically for a services organization that sees itself as a structure that is more and more integrated. Our point of view on continuity is based essentially on the tridimensional definition of continuity given by Reid, Haggerty & McKendry, (2002). Firstly, relational continuity implies the existence of significant relationships that take place between professionals and services users. Secondly, informational continuity supposes that the professionals involved have access to the information they need in order to accomplish their tasks. Thirdly, management continuity refers to the coherence between the various actions that are undertaken by diverse professionals for the benefit and well-being of services users. The clinical record can be likened to a window through which three objects, the quality of services, the integration of services, and the continuity of services, can appear and form a structure. However, very few researches tried to understand the clinical record in that specific perspective, preferring to focus their attention on the study of audits and on utilization of clinical records in a perspective of data triangulation. Our study considers the clinical record as an observatory of the continuity. The adoption of this specific point of view is best explained by the existing social context and scientific context, which consider the continuity as a cross-sectional dimension of the quality as well as both a cause and an effect of the services integration. Our study aims to identify and categorize the continuity indicators that appear in the clinical records of the services users that were admitted in case management, with the objective of increasing the quality of services provided to the elderly population. In identifying the different ways by which some professionals leave their marks of continuity in the clinical records and recognizing the elements that define continuity and that those professionals take into account when writing their observation notes, the relevance of using clinical records in order to understand the concept of continuity of services is duly confirmed, and some methodological tracks to enhance the study of the continuity of services can be made. We analysed the clinical records of 16 older people aged 75 and more who are living in a territory where there is an integrated services network and who were admitted in case management since at least six months. Data that were contained in the users' clinical records were extracted using instruments that were specialty created for our study. With its double analytic process of deduction and induction, the qualitative approach we utilize seeks to understand the dimensions of the continuity that are present in the clinical records. Our study is part of a bigger research on frailty, namely the CIHR Team in Frailty and Aging, which is led by François Béland and André Tourigny. Our results show that the clinical records represent a very good observatory of continuity, but with more or less relevance depending of the dimension of the continuity that is involved. Thus, the most important obstacle to informational continuity lies in the fact that it is difficult to keep the standardized documents up to date. Similarly, the relational continuity was evaluated taking into account the permanency of the professionals' presence in the clinical records, but the quality of the relationship between professionals and users is not explicit. Finally, concerning the management continuity, the fragmentation which characterizes the clinical record and the absence of description of the decision-making process render the estimation of management continuity much more hazardous. A good part of the sketchy nature of the clinical record could easily be taken care of and completed, which would have the effect of putting the professionals' recording habits in phase with the changes that take place in the conception of the quality and in the services organization.

Vivemos atualmente uma era de convergência de tecnologias, motivada por questões tanto econômicas como de caráter operacional, na qual os serviços de dados, voz e vídeo estão migrando rapidamente para uma plataforma IP. Particularmente considerando o paradigma da telefonia IP neste processo de convergência, ocorrem desafios tecnológicos, pois temos de um lado os usuários finais que já possuem uma referência sobre a qualidade da fala, fruto das décadas de uso do sistema telefônico tradicional, e na outra extremidade as operadoras de telecomunicações que em sua última milha dependem de redes estatísticas, sem mecanismos adequados para a garantia de QoS. Assim, se torna vital para o sucesso da operação a devida identificação das relações entre os diversos componentes existentes entre terminais e sua contribuição para a qualidade de fala, percebida pelo assinante, de forma a entregar um serviço com qualidade similar ao Sistema Telefônico Fixo Comutado. Neste contexto, este trabalho busca identificar por meio de técnicas de estatística multivariada uma correlação entre métricas objetivas de Qualidade de Serviços aplicáveis em redes IP e a qualidade subjetiva da fala predita pelo algoritmo Modelo-E definido na recomendação ITU-T G.107. Um método de coleta e análise estatística de informações foi desenvolvido para atingir o objetivo proposto. Para sua validação um ambiente de testes foi criado, dados de operação foram coletados e ferramentas computacionais foram aplicadas para o tratamento analítico e estatístico. Os resultados obtidos pelo método foram então aplicados em campo durante as etapas de testes e homologação de um PABX-IP-IMS desenvolvido para o mercado corporativo. A correlação entre os diversos fatores envolvidos, suas métricas e como todo este sistema impacta na qualidade relativa, percebida pelo usuário final permitirá aos provedores de serviços avaliarem quais as melhores estratégias a serem empregadas em seus segmentos de rede de forma a garantir a excelência no nível de serviço oferecido ao consumidor final. / We live now in an convergence of technologies era, driven by economic and operational issues, where the data services, voice and video are quickly moving to an IP platform. Particularly considering the paradigm of IP telephony in the process of convergence, there are technological challenges. We have subscribers who already have a reference about the quality of speech, derived from decades of using the traditional phone system. At the other end telecom operators that rely on statistical networks, with no possibility to guarantee QoS. So it becomes vital to the operations success the proper identification of the relationships between the various components between the terminals and their contribution to the speech quality perceived by the subscriber in order to deliver a quality service close to the PSTN. In this context, this study sought to identify a correlation between objective metrics for Quality of Service applicable to IP networks and subjective quality of speech predicted by the algorithm \"Model-E\" defined in ITU-T G.107 through multivariate statistical techniques. A method of collecting and analyzing statistical information was developed to achieve the proposed objective. To validate a test environment was created, operation data were collected and computational tools were applied to the analytical and statistical treatment. The results obtained by the method were then applied in the field during the stages of testing and approval of an IMS-IP-PBX designed for the corporate market. The correlation between the various factors involved, their metrics and how the whole system impacts on the quality perceived by end users will enable service providers to assess what the best strategies to use in their network segments to ensure an adequate level of service offered to consumers.

Este trabalho tem como objetivo principal a avaliação de qualidade dos serviços aeroportuários considerando a perspectiva das Companhias Aéreas. Para tanto, o trabalho visa: (i) propor um modelo baseado em atributos de qualidade para os serviços prestados pelos gestores dos aeroportos às Companhias Aéreas; (ii) realizar a implementação desse Modelo para a avaliação da qualidade de ditos serviços; e (iii) avaliar a qualidade dos serviços oferecidos tanto para passageiros quanto para Companhias Aéreas. Assim, dois Modelos são propostos e aplicados, o primeiro com foco em Companhias Aéreas e o segundo que integra as perspectivas delas e dos passageiros, com relação aos serviços comuns. A construção dos Modelos foi baseada na revisão da literatura e no conhecimento de especialistas dos setores de aeroportos e serviços. A implementação dos modelos foi realizada em dois Aeroportos da América do Sul, um no Brasil e outro na Colômbia, abrangendo os pontos de vista dos atores: Gestores de Aeroporto, Companhias Aéreas e passageiros. Assim, foi possível analisar os aspectos que esses atores valorizam, sua percepção sobre a qualidade e, ainda, proceder a uma análise de gaps. A inclusão do ponto de vista das Companhias Aéreas na avaliação da qualidade dos aeroportos representa uma contribuição à literatura, devido à pouca quantidade de trabalhos sobre o assunto e a importância dos aeroportos atenderem esses clientes. Na prática, os modelos apresentados podem ser usados pelos gestores dos aeroportos como ferramentas para a avaliação de seus serviços, análise do conflito de interesses, integração das perspectivas de passageiros e Companhias Aéreas, e identificação de oportunidades de melhoria. / This paper aims to evaluate the quality of airport services considering the Airlines perspective. Thus, this paper intends to: (i) propose a Quality Attributes-based model for services provided by the Airport operator to airlines; (ii) implement a model for the quality evaluation of those services; and (iii) evaluate the quality of the services provided to passengers and airlines. Two models were proposed and implemented, the first had a focus on airlines and the second integrated the perspectives of airlines and passengers in respect of common services. The models were built based in the literature review and the knowledge of airport and services experts. The implementation of these models was done in two South America airports, one in Brazil and other in Colombia, comprising the point of view of airport managers, airlines and passengers. Consequently, it was possible to analyze the items they value, their perception about quality attributes and also to conduct a Gaps analysis. The inclusion of airline’s point of view in the airport quality assessment represents a contribution to the literature, due to the small amount of papers on the subject and the relevance of these clients. In practice, the proposed models can be used by airport managers for assessing their services, analyzing the conflict interests and the integration between the passengers and airlines perspectives; and identifying opportunities for improvement.

O presente trabalho tem como objetivo principal o desenvolvimento de estruturas que contribuam para avaliação do alinhamento entre percepções de qualidade e planejamento de investimentos que impactem na melhoria da qualidade dos serviços aeroportuários prestados aos passageiros. Para tanto, o trabalho se propõe: (i) realizar o levantamento na literatura dos atributos de qualidade que afetam aos passageiros nos terminais; (ii) criar uma estrutura para avaliação de qualidade em serviços aeroportuários; (iii) hierarquizar atributos de qualidade; (iv) avaliar a qualidade percebida de atributos de qualidade; (v) analisar de gaps de importância atribuída e qualidade percebida, nas percepções de passageiros e gestores; (vi) verificar as relações entre investimentos e atributos de qualidade; e (vii) avaliar o impacto dos investimentos na qualidade percebida por passageiros. Entre as principais contribuições desta dissertação, está a proposição de três estruturas: (i) estrutura para avaliação da qualidade em serviços aeroportuários; (ii) estrutura para análise de gaps de qualidade em serviços aeroportuários; e (iii) uma estrutura para avaliação do impacto dos investimentos na qualidade percebida por passageiros. Utilizando o método proposto, os gestores dos aeroportos podem realizar diagnósticos, verificar oportunidades de melhoria e priorizar a alocação de recursos em planos de investimentos futuros. Além disso, as estruturas propostas nos capítulos deste trabalho podem auxiliar os profissionais aeroportuários a direcionar esforços e políticas estratégicas para atributos importantes e com baixa qualidade percebida pelos passageiros. As características diferenciadoras e específicas dos serviços aeroportuários são consideradas nas pesquisas desenvolvidas, uma vez que foram validadas por especialistas do setor. / This study's main objective is to develop frameworks for contribute to assess the alignment between quality perceptions and investment planning, that impact on improving airport services quality, provided to passengers. Thus, this study proposes: (i) a literature survey of quality attributes that affect passengers in the terminals; (ii) to create a framework for quality assessment in airport services; (iii) prioritize quality attributes; (iv) evaluate quality perceived of quality attributes; (v) analyze gaps of prioritization and perceived quality, on the perceptions of passengers and managers; (vi) verify the relationship between investments and quality attributes; and (vii) evaluate the impact of investments in the quality perceived by passengers. Among the main contributions of this study is the proposition of three frameworks: (i) framework for the evaluation of quality attributes in airport services; (ii) quality gaps framework in airport services; and (iii) framework for evaluate the impact of investments in the quality perceived by passengers. Using the proposed method, airport managers can perform diagnostics, check opportunities for improvement and prioritize the allocation of future investment plans resources. In addition, the proposed frameworks in the chapters of this work can contribute to a structured model for analyse the alignment between perceived quality assessment and planning of airport investiments. This model can help airport managers to direct efforts and strategic policies for important attributes and low quality perceived by passengers. The distinguishing and specific characteristics of the airport services are considered in the research developed, since had been validated by sector experts.