El Grado de Conocimiento y Utilización del Cuadro de Mando Integral en los Ayuntamientos Portugueses

La búsqueda de la racionalización en la gestión de los recursos públicos y la necesidad de mejorar la calidad de los servicios prestados, aspectos asociados al modelo de “Nueva Gestión Pública”, han motivado la aplicación en las entidades públicas de conceptos y prácticas desarrollados y utilizados previamente en el ámbito privado. En este sentido, varias entidades públicas y sin ánimo de lucro han manifestado particular interés en la implementación del Cuadro de Mando Integral (CMI). Este trabajo tiene como objetivo proporcionar algunas ideas acerca de la importancia, las características y las necesarias adaptaciones del CMI para su aplicación a organizaciones públicas y sin ánimo de lucro, así como averiguar si los ayuntamientos portugueses conocen y están a adoptar el CMI. En consecuencia, hemos enviado un cuestionario a los 308 ayuntamientos portugueses, con una tasa de respuesta del 32,5%. Los resultados obtenidos permiten concluir que aunque la mayoría de los encuestados conoce el CMI, su utilización en dichas organizaciones es muy reducida.

Remote Patient Monitoring Based on ZigBee: Lessons from a Real-World Deployment

AIM: This work presents detailed experimental performance results from tests executed in the hospital environment for Health Monitoring for All (HM4All), a remote vital signs monitoring system based on a ZigBee® (ZigBee Alliance, San Ramon, CA) body sensor network (BSN). MATERIALS AND METHODS: Tests involved the use of six electrocardiogram (ECG) sensors operating in two different modes: the ECG mode involved the transmission of ECG waveform data and heart rate (HR) values to the ZigBee coordinator, whereas the HR mode included only the transmission of HR values. In the absence of hidden nodes, a non-beacon-enabled star network composed of sensing devices working on ECG mode kept the delivery ratio (DR) at 100%. RESULTS: When the network topology was changed to a 2-hop tree, the performance degraded slightly, resulting in an average DR of 98.56%. Although these performance outcomes may seem satisfactory, further investigation demonstrated that individual sensing devices went through transitory periods with low DR. Other tests have shown that ZigBee BSNs are highly susceptible to collisions owing to hidden nodes. Nevertheless, these tests have also shown that these networks can achieve high reliability if the amount of traffic is kept low. Contrary to what is typically shown in scientific articles and in manufacturers' documentation, the test outcomes presented in this article include temporal graphs of the DR achieved by each wireless sensor device. CONCLUSIONS: The test procedure and the approach used to represent its outcomes, which allow the identification of undesirable transitory periods of low reliability due to contention between devices, constitute the main contribution of this work.

An empirical assessment of customer satisfaction and quality of servisse: Comparing Servqual and Servperf

This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.

An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF

This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.