Green IT adoption via virtualization

Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação

Assessing Cybersecurity service quality in corporate environments

This study assess the quality of Cybersecurity as a service provided by IT department in corporate network and provides analysis about the service quality impact on the user, seen as a consumer of the service, and on the organization as well. In order to evaluate the quality of this service, multi-item instrument “SERVQUAL” was used for measuring consumer perceptions of service quality. To provide insights about Cybersecurity service quality impact, DeLone and McLean information systems success model was used. To test this approach, data was collected from over one hundred users from different industries and partial least square (PLS) was used to estimate the research model. This study found that SERVQUAL is adequate to assess Cybersecurity service quality and also found that Cybersecurity service quality positively influences the Cybersecurity use and individual impact in Cybersecurity.

Production of polyhydroxyalkanoates from oil-containing substrates

Different oil-containing substrates, namely, used cooking oil (UCO), fatty acids-byproduct from biodiesel production (FAB) and olive oil deodorizer distillate (OODD) were tested as inexpensive carbon sources for the production of polyhydroxyalkanoates (PHA) using twelve bacterial strains, in batch experiments. The OODD and FAB were exploited for the first time as alternative substrates for PHA production. Among the tested bacterial strains, Cupriavidus necator and Pseudomonas resinovorans exhibited the most promising results, producing poly-3-hydroxybutyrate, P(3HB), form UCO and OODD and mcl-PHA mainly composed of 3-hydroxyoctanoate (3HO) and 3-hydroxydecanoate (3HD) monomers from OODD, respectively. Afterwards, these bacterial strains were cultivated in bioreactor. C. necator were cultivated in bioreactor using UCO as carbon source. Different feeding strategies were tested for the bioreactor cultivation of C. necator, namely, batch, exponential feeding and DO-stat mode. The highest overall PHA productivity (12.6±0.78 g L-1 day-1) was obtained using DO-stat mode. Apparently, the different feeding regimes had no impact on polymer thermal properties. However, differences in polymer‟s molecular mass distribution were observed. C. necator was also tested in batch and fed-batch modes using a different type of oil-containing substrate, extracted from spent coffee grounds (SCG) by super critical carbon dioxide (sc-CO2). Under fed-batch mode (DO-stat), the overall PHA productivity were 4.7 g L-1 day-1 with a storage yield of 0.77 g g-1. Results showed that SCG can be a bioresource for production of PHA with interesting properties. Furthermore, P. resinovorans was cultivated using OODD as substrate in bioreactor under fed-batch mode (pulse feeding regime). The polymer was highly amorphous, as shown by its low crystallinity of 6±0.2%, with low melting and glass transition temperatures of 36±1.2 and -16±0.8 ºC, respectively. Due to its sticky behavior at room temperature, adhesiveness and mechanical properties were also studied. Its shear bond strength for wood (67±9.4 kPa) and glass (65±7.3 kPa) suggests it may be used for the development of biobased glues. Bioreactor operation and monitoring with oil-containing substrates is very challenging, since this substrate is water immiscible. Thus, near-infrared spectroscopy (NIR) was implemented for online monitoring of the C. necator cultivation with UCO, using a transflectance probe. Partial least squares (PLS) regression was applied to relate NIR spectra with biomass, UCO and PHA concentrations in the broth. The NIR predictions were compared with values obtained by offline reference methods. Prediction errors to these parameters were 1.18 g L-1, 2.37 g L-1 and 1.58 g L-1 for biomass, UCO and PHA, respectively, which indicates the suitability of the NIR spectroscopy method for online monitoring and as a method to assist bioreactor control. UCO and OODD are low cost substrates with potential to be used in PHA batch and fed-batch production. The use of NIR in this bioprocess also opened an opportunity for optimization and control of PHA production process.

Proposta de um modelo de medição e análise da satisfação de clientes em empresas de software : caso prático do ambiente business-to-business

Os estudos da satisfação e lealdade do cliente em ambiente Business-to-Business têm emergido devido ao interesse práctico e académico. Recorreu-se a um caso práctico de uma empresa de software internacional, ESRI, a operar em Portugal com modelo de negócio B2B e comportamento de compra extensivo. Desenvolveu-se um modelo estrutural com 11 variáveis latentes: lealdade; satisfação; imagem; atmosfera; cooperação; adaptação; processos; tecnologia; orientação ao cliente; competências; colaboradores e comunicação. Foram analisadas 304 respostas ao questionário de satisfação e de seguida aplicou-se o modelo a seis grupos de clientes segmentados de acordo com a contribuição do cliente para as receitas e o comportamento no processo de decisão de compra. Recorreu-se a modelos SEM (Structural Equation Modelling) com estimação dos parâmetros através da metodologia PLS (partial Least Squares). Os resultados mostram nos seis segmentos, que os valores da empresa, a cooperação através da competência dos colaboradores e da orientação ao cliente e a tecnologia são factores mais importantes para a satisfação e lealdade dos clientes.