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The psychological aspects of customer satisfaction in telecommunication services
Hassairi, Munír ; Rymeš, Milan (advisor) ; Michalík, David (referee)
1 Abstrakt: This thesis has focused on customer satisfaction. Mainly there are described the attributes that significantly influence the satisfaction. The research is based on service quality of mobile phone operators in Czech Republic. The first part describes the relevant theories in psychology field about satisfaction in different context - life satisfaction, job satisfaction and mainly customer satisfaction. There is mentioned the problem with definition inconsistency among authors and then is provided details about service quality theories and customer satisfaction attributes categorization. Finally there is chapter that concerns about the difference between derived and stated importance of attributes. The research object are the customers that use mobile phone services from three main operators in Czech Republic. The output is derived importance of the attributes which is calculated by multiply regression.
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Mechanisms of QoS assurance in fixed, wireless and mobile data networks
Václavek, Radovan ; Novotný, Vít (referee) ; Molnár, Karol (advisor)
This bachelor´s thesis deals with mapping technologies and base parameters used to guarantee the quality of systems in the local area networks, including wireless and mobile ones. I have focused mainly on requests and classifications, which are typical for the types of networks on link layer. In Ethernet I focused on the gradual trends in the fore mentioned technologies and IEEE 802.1Q and connected IEEE 802.1p standards included. The next part describes the quality of systems in wireless nets in different types of environments and again uses given standards for quality of systems guarantee in 802.11e and connected 802.11a/b/g standards. The next part focuses on the latest generations of mobile nets, looking at the types and trends of the latest technologies. Here I draw from standard project 3GPP, which describes the problems with these technological developments. The next part focuses on WiMAX technologies. In the penultimate paragraph, the constituent network technologies are compared from the view of securing QoS and I propound possible ways of securing coversion of constituent technologies. The conclusion summarises all the technologies I have mentioned and the future trends including possible problems and challenges with these latest technologies.
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Optimalization and analysis of communication services latency dependencies
Zikmund, Lukáš ; Škorpil, Vladislav (referee) ; Endrle, Pavel (advisor)
This master’s thesis is focused on ensuring of Quality of Service (QoS) in wireless network for standards IEEE 802.11 a/b/g/n. First part of this thesis is focused on the theory of this issue. It covers methods of data transfer in computer networks and individual transfer parameters especially on parameters needed to ensure quality of service. It also describes standards for wireless data transmission and protocols for real time data transmission. The second part is devoted to OPNET modeler and to simulations created on this program. Simulations are focused on real-time data transfer and compare the standards in terms of delay and jitter.
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Principals, switching functions and routing techniques in computer networks
Dvořák, Pavel ; Pelka, Tomáš (referee) ; Polívka, Michal (advisor)
This bachelor thesis consider main principles and function of active network components. Mainly is intent to component working on the third level of referential model ISO/OSI, router. There are described its main parts and more closely charactered routing protocols. Then is verified the ability of dynamic routing to react to failure in the network and there is measured the reaction time of crossing to secondary route when using different routing protocols. Another part of the thesis is focused on the questions of Quality of Service (QoS) and its support in computer networks. There are explored various ways of the QoS configuration on the routers and the proper of them is chosen and applied to the test network.
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Marketing Utilization in Service Sector
Jedličková, Lucie ; Čermák, Lubomír (referee) ; Chalupský, Vladimír (advisor)
This diploma work deals with marketing utilization in service sektor, concrete in legal profession. The objective was to make analysis of marketing assertion in legal office. On the basis of suitable methods was followed and evaluated actual posture of marketing literacy in legal office. Result of practical analyses was definition of barriers, handicaps, reserves and opportunities at marketing utilization in legal office. Theoretical part features information about marketing in service sektor, shows in legal profession domain and gets acquainted with used methods. Practical part analyses contemporary state in legal office. By means of suitable methods is drafted the measure, how to eliminate barriers, handicaps and reserves and to take advantage of opportunities.
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Advanced features of MPLS technology
Vlček, Martin ; Hošek, Jiří (referee) ; Molnár, Karol (advisor)
Tato práce se zabývá technologií Multiprotocol Label Switching a to zejména moderními metodami, které je možné použít v rámci této technolologie. Jako příklad lze uvést využití podpory kvality služeb při směrování. V práci jsou navrhnuty a simulovány různé topologie a scénáře, které ověřují možnosti využití MPLS v podpoře kvality služeb.
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Quality of services and experience qualify for next generation networks
Vaněk, Jiří ; Horváth, Tomáš (referee) ; Grenar, David (advisor)
The thesis sums up the traffic parameters for the evaluation of next-generation access networks. There are mentioned parameters for service quality management and parameters for measuring the quality of experience. The EU regulation on High Speed Internet in the Czech Republic is analyzed. The practical part compares the results between the implementation of the quality management of services and without implementation. Also there is comparing theoretical and practical transmission rates of physical ports. Part of the thesis is a questionnaire focused on the quality of experience of the video sequence.
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Multimedia Services in Mobile Networks
Kovář, Petr ; Molnár, Karol (advisor)
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.
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Management of Stakeholder Satisfaction with Service Quality of Higher Education Institutions
Schüller, David ; Koráb, Vojtěch (referee) ; Světlík, Jaroslav (referee) ; Spáčil, Vojtěch (referee) ; Chalupský, Vladimír (advisor)
This work focuses on the management of university stakeholder satisfaction with the service quality of these institutions. It examines the links between satisfaction, stakeholders, and service quality. This work deals with different approaches and methods of service quality satisfaction measurement and the emphasis is placed especially on tertiary education. The following goals and hypotheses were formulated on the basis of theoretical knowledge obtained from scientific publications. The main aim of this work is to suggest a new model for management of stakeholder satisfaction with the service quality of tertiary institutions. The second main aim is to suggest a new method of analysis of student satisfaction with the service quality of tertiary institutions. There is a close connection between both main targets and students are considered as clients in this dissertation. Hypotheses and sub-goals are also closely related to the main aim. They are formulated in such a way as to help reach the main targets and verify the suggested method in practice. For instance, the identification of stakeholders of tertiary institutions is one of the sub-goals of this work and its accomplishment significantly helped to fulfil the main targets. The sub-goals are also focused on the area of marketing communications. Marketing communication is the integral part of the suggested model for management of stakeholder satisfaction with the service quality of tertiary institutions. Therefore, one sub-goal is to formulate a set of recommendations which will improve marketing communication of tertiary institutions with their stakeholder. The author produced this dissertation on the basis of theoretical knowledge from scientific literature written by Czech and foreign authors and also conducted research. The primary research was done using the following techniques: individual interviews, focus groups and a (questionnaire) survey. The results of the primary research were analysed using the applications Microsoft Office Excel, Statistics and QC. Expert.Microsoft. The data analysed from the primary research was used to define the importance of individual stakeholders within the suggested model of satisfaction management. On the basis of the results provided, the criteria was identified and then used to evaluate their importance for measurement of student satisfaction with service quality. Moreover, the results obtained by primary research enabled the statistical verification or refutation of the hypotheses of the dissertation.
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