Dimensões da qualidade em serviços: um estudo no setor de B2C brasileiro

With the focus on quality of services, this work uses a methodology based on questionnaires for evaluating companies and consumers, with the objective of studying the dimensions of quality within the segment of Brazilian e-commerce. The research conducted a study to identify the situation of companies regarding the dimensions of quality and, among costumers, a survey was done to determine their requirements with regard to these dimensions and to identify those dimensions considered as winning factors when making the orders. The results demonstrate that customers consider reliability to be the most important order winner, followed by safety and communications. The study of these enterprises demonstrates that their quality of service is good, however there is a need for improvements in the business processes related to the dimensions of service quality.

Moisture content and its influence on the roughness and noise emission during wood machining

Numerous factors influencing the surface quality of wood after machining, among them we highlight the machining parameters and the properties of the wood. In the analysis of the influence of these factors on machining and in determining the quality measurement systems are used to obtain surface characteristics, these systems are divided into methods of contact and non-contact. The method for mechanical contact performed with the aid of the surface roughness tester is the most valued in the measurement of roughness of wood, however, aiming at a greater agility in these measurements, there is a need to seek alternatives for evaluation of surface quality, and one of these options is to use the forms of indirect measurements of this quality, as for example, the use of noise emission during the machining process. With this, the aim was to analyze the influence of the moisture content of the wood, at different levels, on surface quality of the species Pinus elliottii, determined by the method of mechanical probing move and relate this roughness with the sound emission issued for each class of humidity, during machining. The planning of experiments and statistical analyses were performed with the help of Taguchi method. The specimens were conditioned in greenhouses climatizadoras automatics for obtaining three classes of humidity. Machining tests of wooden pieces were performed on a machining center specific for this type of material. The roughness values were measured by a roughness verifier and the noise emission values were measured by for a measurer sound pressure level. Statistically significant differences were observed, the significance level of 10 %, on roughness and noise emission between the three levels of moisture. It was observed that with the increase in the moisture content occurred an increase of roughness and a reduction in noise emission. Monitoring of surface quality through noise level is an interesting alternative to the method of mechanical contact.

O emprego de técnicas de qualidade de serviço em redes sem fio aplicado à automação predial

Pós-graduação em Engenharia Elétrica - FEIS

A new short and simple health-related quality of life measurement for paediatric rheumatic diseases: initial validation in juvenile idiopathic arthritis

Objective. To develop and validate a new short and simple measure of health-related quality of life (HRQL) in children with juvenile idiopathic arthritis (JIA).Methods. The Paediatric Rheumatology Quality of Life Scale (PRQL) is a 10-item questionnaire that explores HRQL in two domains: physical health (PhH) and psychosocial health (PsH). Validation of the parent proxy report and child self-report versions of the instrument was accomplished by evaluating 472 JIA patients and similar to 800 healthy children. Validation analyses included assessment of feasibility, face and content validity; construct and discriminative ability; internal structure and consistency; test-retest reliability; responsiveness to clinical change; and minimal clinically important difference.Results. The PRQL was found to be feasible and to possess both face and content validity. The PRQL score correlated in the predicted range with most of the other JIA outcome measures, thereby demonstrating good construct validity, and discriminated well between different levels of disease severity. Assessment of internal structure (factor analysis) revealed that the PhH and PsH subscales identify two unambiguously separated domains. The internal consistency (Cronbach's alpha) was 0.86. The intraclass correlation coefficient for test-retest reliability was 0.91. The PRQL revealed fair responsiveness, with a standardized response mean of 0.67 in improved patients. Overall, the PRQL appeared to be more able to capture physical HRQL than psychosocial HRQL.Conclusion. The PRQL was found to possess good measurement properties and is, therefore, a valid instrument for the assessment of HRQL in children with JIA. This tool is primarily proposed for use in standard clinical care.

Quality of service control for rt-VBR connections in ATM networks

Nowadays, networks must support applications such as: distance learning, electronic commerce, access to Internet, Intranets and Extranets, voice over IP (Internet Protocol) and many others. These new applications, employing data, voice, and video traffic, require high bandwidth and Quality of Service (QoS). The ATM (Asynchronous Transfer Mode) technology, together with dynamic resource allocation methods, offers network connections that guarantee QoS parameters, such as minimum losses and delays. This paper presents a system that uses Network Management Functions together with dynamic resource allocation for provision of the end-to-end QoS parameters for rt-VBR connections.

Wireless mesh networks planning based on parameters of quality of service

The use of QoS parameters to evaluate the quality of service in a mesh network is essential mainly when providing multimedia services. This paper proposes an algorithm for planning wireless mesh networks in order to satisfy some QoS parameters, given a set of test points (TPs) and potential access points (APs). Examples of QoS parameters include: probability of packet loss and mean delay in responding to a request. The proposed algorithm uses a Mathematical Programming model to determine an adequate topology for the network and Monte Carlo simulation to verify whether the QoS parameters are being satisfied. The results obtained show that the proposed algorithm is able to find satisfactory solutions.

Quality of life of people living with HIV/AIDS treated by the specialized service in Vitória-ES, Brazil

The aim of this study is to establish the factors that influence the quality of life of people living with HIV/AIDS being treated at a specialized public service. The participants answered the questionnaire on sociodemographic conditions, issues related to HIV and daily habits. The quality of life was analyzed using the HIV/AIDS-targeted quality of life (HAT-QoL) instrument with 42 items divided into 9 fields: General Activity, Sexual Activity, Confidentiality Concerns, Health Concerns, Financial Concerns, HIV Awareness, Satisfaction with Life, Issues related to Medication and Trust in the Physician. Bivariate and multiple linear regressions were performed. Of the participants, 53.1% were women and had a mean age of 42 years. In analyzing the quality of life, the HAT-QoL domain with the lowest average was Financial Concerns (39.4), followed by Confidentiality Concerns (43.2), Sexual Activity (55.2) and Health Concerns (62. 88). There was an association between the variables: not being gainfully employed (p < 0.001), being mulatto or black (p = 0.045) and alcohol consumption (p = 0.041) with the worst quality of life scores. Inadequate socioeconomic and health conditions had a negative impact on the quality of life of people with HIV/AIDS.

A framework for monitoring and runtime recovery of web service-based applications

Service provisioning is a challenging research area for the design and implementation of autonomic service-oriented software systems. It includes automated QoS management for such systems and their applications. Monitoring, Diagnosis and Repair are three key features of QoS management. This work presents a self-healing Web service-based framework that manages QoS degradation at runtime. Our approach is based on proxies. Proxies act on meta-level communications and extend the HTTP envelope of the exchanged messages with QoS-related parameter values. QoS Data are filtered over time and analysed using statistical functions and the Hidden Markov Model. Detected QoS degradations are handled with proxies. We experienced our framework using an orchestrated electronic shop application (FoodShop).

Effect of measurement error and autocorrelation on the (X)over-bar chart

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)