The development of the digital content industry is the key factor affecting the international competitiveness. However, there are still lots of problems and difficulties, and the most important of them is the cultivation of professional talents. The first purpose of this research is surveying the demand and supply and the gap between domestic digital industry and the cultivation of digital content talents. Second, explore the relative effect between the third party software vendors and the output of whole digital content industry. Through causal analytical method to find out problems and interviewing experts to establish the model of digital content service quality gap. Furthermore, use questionnaires to prove the hypothesis. After doing the research, we found out that digital content industry is different from general industry. There are four players, including the students, training organization of digital learning, factories of tool software develop and digital content service industry. And it truly have some gap between each player. First, the service that training organizations provide is discord from students¡¦ feeling. Second, services that students actually receive is different from they knew in the beginning. Third, students¡¦ cognition of software¡¦s price is disagree with the supplier. The result of research can be put in use of plan and execution. It not only can save the training time and human resources but increase the strength of training talents and is helpful to international development.

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This thesis deals with the general problems of management of service quality in gastronomy. The main aim is to formulate recommendations for three selected catering facilities from Brno using quality management tools. In the solution is used GAP model and SERVQUAL method to evaluate the quality of services and comparison of quality management tools such as corporate standards, HACCP, ISO standards and EFQM for the purposes of catering facilities. Enterprises are suggested recommendations for reducing quality GAPs. They are also determined the advantages, disadvantages and recommendations to modify SERVQUAL method.

During recent years, digitalization has had an increasing impact in the society. It has gone frombeing an isolated part of an organization into something that can instead transform the business as awhole. Many businesses have experienced this change, and traditional retail banks are no exception.The digital climate has enabled new digital operators to enter the financial market and these havemanaged to claim market space. At the same time, a new, less loyal and more digital generation ofcustomers, i.e. Generation Y, will have an increasingly important role on the market. However, it iscurrently not well known how traditional Swedish retail banks should manage this, and whatimplications the behavior of Generation Y will have on the banking industry.The purpose of this study was to provide insights and implications for traditional Swedish retailbanks on how Generation Y’s banking behavior can affect their future business, in an increasinglydigital environment. The behavior of Generation Y and how banks address their needs, anddigitalization as a whole, were investigated separately. The findings were then compared in order toprovide insights into where gaps between the banks and Generation Y could be found. Toinvestigate Generation Y’s behavior, a qualitative questionnaire was distributed and thenquantitatively analyzed. Furthermore, in order to investigate how the traditional banks addressGeneration Y’s needs, qualitative interviews were conducted with representatives from the four largeSwedish retail banks. By comparing the findings, the purpose of the study could be addressed.Through comprehensive data collection, gaps could be identified. The most important gaps werefound in the areas of financial advisory and aggregation of services. Customers did not perceivethese areas as important when choosing a particular financial service provider, whereas the banksconsidered these as competitive advantages in relation to other competitors. These findings providevaluable insights for traditional retail banks in particular, and for the financial market as a whole,since they provide implications on the sustainability of the operators’ strategy. Moreover, this studycomplements the digital customer behavior literature connected to virtual distribution channels andthe retail banking industry as a whole. One main finding was that Generation Y’s, otherwise trendseeking behavior is limited in the banking industry, and instead, habituation and security concernsare far more important. Therefore the findings suggest that Generation Y’s behavior might be moreconservative in the banking industry than in general.

Abstract Background and Aim: A professional real estate agent offers a service that is constructed by the creation and maintenance of the relationship with both sellers and buyers. It's important for the real estate agent´s survival that he performs and delivers the service quality that customers expect. The gap model is a model used to measure various gaps in the customer's expectations in relation to the service. This study aims to investigate how selected gaps from the gap model are practically managed by professional real estate agents. In previous research, the gap - model has been criticized as it is not considered to be a dynamic but static model (McCollin, Ograjenšek, Göb & Ahlemeyer-Stubbe, 2011; Seth, Deshukh & Vrat, 2004). The static nature of the model can be considered to accumulate problems in the analysis of service and service marketing as these, unlike the model, are dynamic.  Method: The study is based on a hermeneutic scientific tradition and a social constructionist approach where qualitative research strategy has been used. The empirical material is based on semi-structured interviews. In order to understand and analyze the material, an inductive research approach is used. Conclusion: From the real estate agent´s perspective, three dimensions of communication are important. The study also highlights the importance of choosing the right staff. The real estate agent should be a reflection of the company he/she works for in order to perform as high service quality as possible.   Contribution of the study: This study makes a practical contribution to the individual real estate agent and to different real estate brokerage companies by highlighting how they should practically address gaps in customer expectations. The study also makes a practical contribution to real estate brokerage companies by highlighting the importance of employing real estate agents who reflect the company's ambitions.  Suggestion for future research: In this study, it becomes difficult to understand what includes good or poor communication, so it would have been good to design a model to measure the communication between customer and service provider more closely. Another suggestion for further research is to investigate which dimensions of communication other professional groups apply to practically remedy the gap. Investigating the gap - the model in the estate agency profession with a focus on the customers' experience of the service would also have been interesting.

Title: Service Quality GAP Model - Holmes Place Premium Club Anděl Goal: The aim of this thesis is using service quality GAP model to analyse the causes of the gaps in the process of providing services that Holmes Place Premium Club Anděl offers to its clients. Based on these analyses to make specific recommendations on how to minimize these gaps and improve the quality of services provided. Methods: Service quality GAP model was used as a method for the thesis. The gaps were analysed using a questionnaire survey among the management and employees, personal interviews with the management team and own observations. Results: The results of the analyses are presented by classification crosses, tables and graphs. Based on the analyses there are offered certain suggestions on how to eliminate eventual deficiencies, and thus improve the quality of services provided. The results revealed major shortcomings in the gap 4 (fulfilment of marketing promises marketing communications), and prioritizing the importance of sales at the expense of service quality. Keywords: fitness and wellness, services, sports services, service quality, service quality GAP model, Holmes Place Premium Club Anděl Powered by TCPDF (www.tcpdf.org)

Submitted by Rafael Santana (rafael.silvasantana@ufpe.br) on 2017-08-30T18:33:02Z No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Diego_Cananea_Dissertacao_Mestrado_CIn_UFPE.pdf: 981557 bytes, checksum: ea7555320bfcb0316c7f0fa816288cef (MD5) / Made available in DSpace on 2017-08-30T18:33:02Z (GMT). No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Diego_Cananea_Dissertacao_Mestrado_CIn_UFPE.pdf: 981557 bytes, checksum: ea7555320bfcb0316c7f0fa816288cef (MD5) Previous issue date: 2016-09-08 / A estimação da capacidade e da banda disponível em redes têm sido objeto de diversas pesquisas nos últimos anos, principalmente por causa da evolução das tecnologias e crescimento do uso da Internet. Tais técnicas são de grande importância para que seja possível fazer um melhor aproveitamento da transmissão dos dados, evitando tanto a subutilização quanto o esgotamento de recursos. Existem inúmeros usos para as técnicas de estimação de banda, dentre as quais podemos citar streaming multimídia, aplicações peer-to-peer, protocolos de roteamento baseados na banda disponível, qualidade de serviço, protocolos de transporte fim a fim, entre outros. Com o interesse cada vez maior nestes tipos de aplicações, principalmente na transmissão de vídeo e áudio, a estimação de banda tem sido de bastante interesse para pesquisadores. A estimação de banda disponível em redes sem fio por si só já é um desafio para os pesquisadores e o novo padrão IEEE 802.11n trouxe novos mecanismos para otimizar a transmissão dos dados, alcançando assim maiores taxas. Porém, tais fatores contribuem para que as técnicas hoje existentes encontrem problemas ao tentarem estimar a banda disponível, causando assim resultados que deixam a desejar. Esta pesquisa demonstra experimentalmente a influência dos novos fatores adicionados pelo novo padrão, como a agregação de quadros e de canais, em técnicas ativas de estimação de banda disponível. É possível verificar, então, que todas tem sua acurácia diminuída, causando erros de estimações. Verificamos que mesmo no cenário mais simples, onde os novos fatores são desativados, boa parte dos métodos analisados obtiveram uma performance aquém do esperado, corroborando com a afirmação de que o ambiente de redes sem fio é um grande desafio para o desenvolvimento deste tipo de técnica. A técnica de estimação YAZ se mostrou mais robusta que as demais, aproximando-se dos valores de referência em quase todos os cenários propostos, com exceção para a agregação de quadros. Em uma análise mais específica de seu algoritmo, podemos demonstrar o porquê do erro no resultado da estimação de banda disponível neste contexto. / The estimation of capacity and available bandwidth in computer networks have been the subject of several studies in recent years, mainly because of changing technologies and increasing use of the Internet. Such techniques are of great importance to be able to make better use of data transmission, avoiding both underuse as resource depletion. There are numerous uses for bandwidth estimation techniques, among which we can mention textit stream multimedia applications textit peer-to-peer, routing protocols based on available bandwidth, quality of service, end to end transport protocols, among others. With the growing interest in these types of applications, especially in video and audio transmission, bandwidth estimation has been of great interest to researchers. The estimation of available bandwidth in wireless networks is itself a challenge for researchers and the new IEEE 802.11n standard has brought new mechanisms to optimize the transmission of data, thus achieving higher rates. However, these factors contribute to that existing techniques encounter problems when trying to estimate the available bandwidth, thus causing results that fall short. This research experimentally demonstrates the influence of new factors added by the new standard, such as frame aggregation and channels in active techniques for available bandwidth estimation. It’s possible see, then, that all has its diminished accuracy, causing estimation errors. We found that even in the simplest scenario, where new factors are disabled, most of the methods discussed perform so below expectations, supporting the claim that the wireless network environment is a major challenge for the development of this type of technique . The YAZ estimation technique was more robust than the others, approaching the reference values in almost all proposed scenarios, except for the frame aggregation. In a more specific analysis of their algorithm, we can demonstrate why the error in the result of the available bandwidth estimation occurs in this context.

Syftet med studien är att undersöka vilka faktorer som kunden anser påverkar och avgör valet av researrangör samt jämföra detta med researrangörernas egen syn. En avgränsning har gjorts till två researrangörer, Ving och Fritidsresor samt till privatturism. Studiens disposition består av ett inledande kapitel i form av introduktion där bakgrund, syfte och frågeställningar presenteras följt av en avgränsning. Vidare presenteras studiens teoretiska grund som följs av det metodologiska tillvägagångssättet. Det fjärde kapitlet består av den insamlade empirin och uppsatsen avslutas med analys och slutsatser som baseras på de ovannämnda kapitlen. Studien undersöks utifrån fyra teorier vilka belyser konsumentbeteende, köpprocess, kundtillfredsställelse och eventuella gap mellan kundernas samt företagens uppfattning. Dessa teorier ligger till grund för studiens diskussion och slutsats. Det teoretiska materialet baseras på vetenskapliga artiklar och litteratur inom ämnet. En metodtriangulering har tillämpats i studien där kvantitativ och kvalitativ metod i form av enkätundersökningar och intervjuer utgör grunden för det material som presenteras i empirin. Då studien analyserar och jämför researrangörernas syn med kundens syn har en komparativ design tillämpats. Resultaten från undersökningen presenterar både likheter och skillnader mellan kundernas respektive företagens syn på faktorer som påverkar valet av researrangör. Likheterna har resulterat i synen på hemsidans betydelse, direktflyg samt marknadsföring i form av omdömen från nära och kära. Skillnaderna som kunde urskiljas var främst synen på sociala medier. Undersökningen visar att kunderna anser att service/tillgänglighet/kontakt är den mest centrala och avgörande faktorn när beslut av en researrangör görs.

The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.

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