Gestão da satisfação e fidelidade do cliente : um estudo dos fatores que influenciam na satisfação e fidelidade dos clientes corporativos de telefonia celular

The competition in the telecommunications industry has grown in Brazil since the privatization, forcing companies that are active in the market to a growing commitment to quality products and services in order to survive. In this context, this work aims to understand the main factors that influence the degree of satisfaction exists in respect of a mobile operator with its corporate customers. The research covered theoretical concepts and analytical models of quality management system and models of indices related to the measurement of customer satisfaction. For the field research was carried out in a practical application of the main approaches based on this thesis by a case study in corporate segment, through a questionnaire applied to 10 consultants and 40 corporate customers of that company. Comparing the results of research with the consultants and corporate clients there is the concern of respondents to the indicators that comprise the constructs of customer satisfaction, commitment calculated, the price index and the handling of complaints, denoting the dissatisfaction of the general assessment for corporate customers with the carrier, against its current expectations. It is concluded that the mobile operator of the telecommunications industry have a big challenge, after ten years of privatization and consequently the period of rapid expansion of customer base and with the depleted, retain corporate customers as highly strategic, thus avoiding that migrate to other companies. We emphasize the need for further research and analysis of different approaches through research and using the same models to specifically evaluate and measure customer satisfaction of mobile enterprise, to adjust the model to the national market. Finally, we suggest the creation of an effective customer loyalty program with a strategy of relationship and specific to the corporate sector of mobile telephony

Algoritmo evolutivo paralelo para o problema de atribuição de localidades a anéis em redes sonet/sdh

The telecommunications play a fundamental role in the contemporary society, having as one of its main roles to give people the possibility to connect them and integrate them into society in which they operate and, therewith, accelerate development through knowledge. But as new technologies are introduced on the market, increases the demand for new products and services that depend on the infrastructure offered, making the problems of planning of telecommunication networks become increasingly large and complex. Many of these problems, however, can be formulated as combinatorial optimization models, and the use of heuristic algorithms can help solve these issues in the planning phase. This paper proposes the development of a Parallel Evolutionary Algorithm to be applied to telecommunications problem known in the literature as SONET Ring Assignment Problem SRAP. This problem is the class NP-hard and arises during the physical planning of a telecommunication network and consists of determining the connections between locations (customers), satisfying a series of constrains of the lowest possible cost. Experimental results illustrate the effectiveness of the Evolutionary Algorithm parallel, over other methods, to obtain solutions that are either optimal or very close to it

Aplicação do método de análise hierárquica na tomada de decisão para adoção de computação em nuvem: um estudo de caso na federação das indústrias do RN

The progresses of the Internet and telecommunications have been changing the concepts of Information Technology IT, especially with regard to outsourcing services, where organizations seek cost-cutting and a better focus on the business. Along with the development of that outsourcing, a new model named Cloud Computing (CC) evolved. It proposes to migrate to the Internet both data processing and information storing. Among the key points of Cloud Computing are included cost-cutting, benefits, risks and the IT paradigms changes. Nonetheless, the adoption of that model brings forth some difficulties to decision-making, by IT managers, mainly with regard to which solutions may go to the cloud, and which service providers are more appropriate to the Organization s reality. The research has as its overall aim to apply the AHP Method (Analytic Hierarchic Process) to decision-making in Cloud Computing. There to, the utilized methodology was the exploratory kind and a study of case applied to a nationwide organization (Federation of Industries of RN). The data collection was performed through two structured questionnaires answered electronically by IT technicians, and the company s Board of Directors. The analysis of the data was carried out in a qualitative and comparative way, and we utilized the software to AHP method called Web-Hipre. The results we obtained found the importance of applying the AHP method in decision-making towards the adoption of Cloud Computing, mainly because on the occasion the research was carried out the studied company already showed interest and necessity in adopting CC, considering the internal problems with infrastructure and availability of information that the company faces nowadays. The organization sought to adopt CC, however, it had doubt regarding the cloud model and which service provider would better meet their real necessities. The application of the AHP, then, worked as a guiding tool to the choice of the best alternative, which points out the Hybrid Cloud as the ideal choice to start off in Cloud Computing. Considering the following aspects: the layer of Infrastructure as a Service IaaS (Processing and Storage) must stay partly on the Public Cloud and partly in the Private Cloud; the layer of Platform as a Service PaaS (Software Developing and Testing) had preference for the Private Cloud, and the layer of Software as a Service - SaaS (Emails/Applications) divided into emails to the Public Cloud and applications to the Private Cloud. The research also identified the important factors to hiring a Cloud Computing provider

Utilização de Novas Tecnologias de Telecomunicações em Plataformas Petrolíferas Offshore

This dissertation describes the use of new Technologies of the Areas of Telecommunications, Networks and Industrial Automation for increase of the Operational Safety and obtaining of Operational Improvements in the Platforms Petroliferous Offshore. The presented solution represents the junction of several modules of these areas, making possible the Supervision and Contrai of the Platforms Petroliferous Offshore starting from an Station Onshore, in way similar to a remote contral, by virtue of the visualization possibility and audition of the operational area through cameras and microphones, looking the operator of the system to be "present" in the platform. This way, it diminishes the embarked people's need, increasing the Operational Safety. As consequence, we have the obtaining of Operational Improvements, by virtue of the use of a digital link of large band it releases multi-service. In this link traffic simultaneously digital signs of data (Ethernet Network), telephony (Phone VoIP), image and sound

Estudo do acoplamento entre superfícies seletivas de frequência assimétricas em estruturas de multicamadas

This work presents the development of new microwaves structures, filters and high gain antenna, through the cascading of frequency selective surfaces, which uses fractals Dürer and Minkowski patches as elements, addition of an element obtained from the combination of the other two simple the cross dipole and the square spiral. Frequency selective surfaces (FSS) includes a large area of Telecommunications and have been widely used due to its low cost, low weight and ability to integrate with others microwaves circuits. They re especially important in several applications, such as airplane, antennas systems, radomes, rockets, missiles, etc. FSS applications in high frequency ranges have been investigated, as well as applications of cascading structures or multi-layer, and active FSS. In this work, we present results for simulated and measured transmission characteristics of cascaded structures (multilayer), aiming to investigate the behavior of the operation in terms of bandwidth, one of the major problems presented by frequency selective surfaces. Comparisons are made with simulated results, obtained using commercial software such as Ansoft DesignerTM v3 and measured results in the laboratory. Finally, some suggestions are presented for future works on this subject

Desenvolvimento de um ressoador retangular de fenda com múltiplas camadas de substrato e com utilização de material PBG para sistema de comunicação sem fio

In the globalized world modern telecommunications have assumed key role within the company, causing a large increase in demand for the wireless technology of communication, which has been happening in recent years have greatly increased the number of applications using this technology. Due to this demand, new materials are developed to enable new control mechanisms and propagation of electromagnetic waves. The research to develop new technologies for wireless communication presents a multidisciplinary study that covers from the new geometries for passive antennas, active up to the development of materials for devices that improve the performance at the frequency range of operation. Recently, planar antennas have attracted interest due to their characteristics and advantages when compared with other types of antennas. In the area of mobile communications the need for antennas of this type has become increasingly used, due to intensive development, which needs to operate in multifrequency antennas and broadband. The microstrip antennas have narrow bandwidth due to the dielectric losses generated by irradiation. Another limitation is the degradation of the radiation pattern due to the generation of surface waves in the substrate. Some techniques have been developed to minimize this limitation of bandwidth, such as the study of type materials PBG - Photonic Band Gap, to form the dielectric material. This work has as main objective the development project of a slot resonator with multiple layers and use the type PBG substrate, which carried out the optimization from the numerical analysis and then designed the device initially proposed for the band electromagnetic spectrum between 3-9 GHz, which basically includes the band S to X. Was used as the dielectric material RT/Duroid 5870 and RT/Duroid 6010.LM where both are laminated ceramic-filled PTFE dielectric constants 2.33 and 10.2, respectively. Through an experimental investigation was conducted an analysis of the simulated versus measured by observing the behavior of the radiation characteristics from the height variation of the dielectric multilayer substrates. We also used the LTT method resonators structures rectangular slot with multiple layers of material photonic PBG in order to obtain the resonance frequency and the entire theory involving the electromagnetic parameters of the structure under consideration. xviii The analysis developed in this work was performed using the method LTT - Transverse Transmission Line, in the field of Fourier transform that uses a component propagating in the y direction (transverse to the real direction of propagation z), thus treating the general equations of the fields electric and magnetic and function. The PBG theory is applied to obtain the relative permittivity of the polarizations for the sep photonic composite substrates material. The results are obtained with the commercial software Ansoft HFSS, used for accurate analysis of the electromagnetic behavior of the planar device under study through the Finite Element Method (FEM). Numerical computational results are presented in graphical form in two and three dimensions, playing in the parameters of return loss, frequency of radiation and radiation diagram, radiation efficiency and surface current for the device under study, and have as substrates, photonic materials and had been simulated in an appropriate computational tool. With respect to the planar device design study are presented in the simulated and measured results that show good agreement with measurements made. These results are mainly in the identification of resonance modes and determining the characteristics of the designed device, such as resonant frequency, return loss and radiation pattern

Modelagem de equações estruturais na análise de dados de serviços em comunicações móveis

In recent decades, changes have been occurring in the telecommunications industry, allied to competition driven by the policies of privatization and concessions, have fomented the world market irrefutably causing the emergence of a new reality. The reflections in Brazil have become evident due to the appearance of significant growth rates, getting in 2012 to provide a net operating income of 128 billion dollars, placing the country among the five major powers in the world in mobile communications. In this context, an issue of increasing importance to the financial health of companies is their ability to retain their customers, as well as turn them into loyal customers. The appearance of infidelity from customer operators has been generating monthly rates shutdowns about two to four percent per month accounting for business management one of its biggest challenges, since capturing a new customer has meant an expenditure greater than five times to retention. For this purpose, models have been developed by means of structural equation modeling to identify the relationships between the various determinants of customer loyalty in the context of services. The original contribution of this thesis is to develop a model for loyalty from the identification of relationships between determinants of satisfaction (latent variables) and the inclusion of attributes that determine the perceptions of service quality for the mobile communications industry, such as quality, satisfaction, value, trust, expectation and loyalty. It is a qualitative research which will be conducted with customers of operators through simple random sampling technique, using structured questionnaires. As a result, the proposed model and statistical evaluations should enable operators to conclude that customer loyalty is directly influenced by technical and operational quality of the services offered, as well as provide a satisfaction index for the mobile communication segment

Desenvolvimento de circuitos planares sobre substratos têxteis

The use of flexible materials for the development of planar circuits is one of the most desired and studied characteristics, lately, by researchers. This happens because the flexibility of the substrate can provide previously impracticable applications, due to the rigidity of the substrates normally used that makes it difficult to fit into the circuits in irregular surfaces. The constant interest in recent years for more lighter devices, increasingly more compacts, flexible and with low cost, led to a new line of research of great interest from both academic and technological views, that is the study and development of textile substrates that can be applied in the development of planar circuits, for applications in the areas of security, biomedical and telecommunications. This paper proposes the development of planar circuits, such as antennas , frequency selective surfaces (FSS) and planar filters, using textile (cotton ticking, jeans and brim santista) as the dielectric substrate and the Pure Copper Polyester Taffeta Fabric, a textile of pure copper, highly conductive, lightweight and flexible, commercially sold as a conductive material. The electrical characteristics of textiles (electric permittivity and loss tangent) were characterized using the transmission line method (rectangular waveguide) and compared with those found in the literature. The structures were analyzed using commercial software Ansoft Designer and Ansoft HFSS, both from the company Ansys and for comparison we used the Iterative Method of Waves (WCIP). For the purpose of validation were built and measured several prototypes of antennas, planar filters and FSS, being possible to confirm an excellent agreement between simulated and measured results

Modelo 2,5D de predição de propagação para ambientes interiores utilizando o método do traçado de raios

A 2.5D ray-tracing propagation model is proposed to predict radio loss in indoor environment. Specifically, we opted for the Shooting and Bouncing Rays (SBR) method, together with the Geometrieal Theory of Diffrartion (GTD). Besides the line-of-sight propagation (LOS), we consider that the radio waves may experience reflection, refraction, and diffraction (NLOS). In the Shooting and Bouncing Rays (SBR) method, the transmitter antenna launches a bundle of rays that may or may not reach the receiver. Considering the transmitting antenna as a point, the rays will start to launch from this position and can reach the receiver either directly or after reflections, refractions, diffractions, or even after any combination of the previous effects. To model the environment, a database is built to record geometrical characteristics and information on the constituent materials of the scenario. The database works independently of the simulation program, allowing robustness and flexibility to model other seenarios. Each propagation mechanism is treated separately. In line-of-sight propagation, the main contribution to the received signal comes from the direct ray, while reflected, refracted, and diffracted signal dominate when the line-of-sight is blocked. For this case, the transmitted signal reaches the receiver through more than one path, resulting in a multipath fading. The transmitting channel of a mobile system is simulated by moving either the transmitter or the receiver around the environment. The validity of the method is verified through simulations and measurements. The computed path losses are compared with the measured values at 1.8 GHz ftequency. The results were obtained for the main corridor and room classes adjacent to it. A reasonable agreement is observed. The numerical predictions are also compared with published data at 900 MHz and 2.44 GHz frequencies showing good convergence

Um estudo de estruturas com PBG e fotônica

One of the objectives of this work is the ana1ysis of planar structures using the PBG (photonic Bandgap), a new method of controlling propagation of electromagnetic waves in devices with dielectrics. Here the basic theory of these structures will be presented, as well as applications and determination of certain parameters. In this work the analysis will be performed concerning PBG structures, including the basic theory and applications in planar structures. Considerations are made related to the implementation of devices. Here the TTL (Transverse Transmission Line) method is employed, characterized by the simplicity in the treatment of the equations that govern the propagation of electromagnetic waves in the structure. In this method, the fields in x and z are expressed in function of the fields in the traverse direction y in FTD (Fourier Transform Domain). This method is useful in the determination of the complex propagation constant with application in high frequency and photonics. In this work structures will be approached in micrometric scale operating in frequencies in the range of T erahertz, a first step for operation in the visible spectra. The mathematical basis are approached for the determination of the electromagnetic fields in the structure, based on the method L TT taking into account the dimensions approached in this work. Calculations for the determination of the constant of complex propagation are also carried out. The computational implementation is presented for high frequencies. at the first time the analysis is done with base in open microstrip lines with semiconductor substrate. Finally, considerations are made regarding applications ofthese devices in the area of telecommunications, and suggestions for future

Estudo comparativo de técnicas de cascateamento de superfícies seletivas em frequência

This work presents a theoretical and numerical analysis for the cascading of frequency selective surfaces, which uses rectangular patches and triangular Koch fractals as elements. Two cascading techniques are used to determine the transmission and reflection characteristics. Frequency selective surfaces includes a large area of Telecommunications and have been widely used due to its low cost, low weight and ability to integrate with others microwaves circuits. They re especially important in several applications, such as airplane, antennas systems, radomes, rockets, missiles, etc.. FSS applications in high frequency ranges have been investigated, as well as applications of cascading structures or multi-layer, and active FSS. Furthermore, the analyses uses the microwave circuit theory, with the Floquet harmonics, it allows to obtain the expressions of the scattering parameters of each structure and also of the composed structure of two or more FSS. In this work, numeric results are presented for the transmission characteristics. Comparisons are made with experimental results and simulated results using the commercial software Ansoft Designer® v3. Finally, some suggestions are presented for future works on this subject

Análise teórica e experimental de superfícies seletivas de freqüência e suas aplicações em antenas planares

This work presents a theoretical and numerical analysis of structures using frequency selective surfaces applied on patch antennas. The FDTD method is used to determine the time domain reflected fields. Applications of frequency selective surfaces and patch antennas cover a wide area of telecommunications, especially mobile communications, filters and WB antennas. scattering parameters are obteained from Fourier Transformer of transmited and reflected fields in time domain. The PML are used as absorbing boundary condition, allowing the determination of the fields with a small interference of reflections from discretized limit space. Rectangular patches are considered on dielectric layer and fed by microstrip line. Frequency selective surfaces with periodic and quasi-periodic structures are analyzed on both sides of antenna. A literature review of the use of frequency selective surfaces in patch antennas are also performed. Numerical results are also compared with measured results for return loss of analyzed structures. It is also presented suggestions of continuity to this work

Otimização de modelos de predição da perda de propagação aplicáveis em 3,5GHZ utilizando algoritmos genéticos

The telecommunications industry has experienced recent changes, due to increasing quest for access to digital services for data, video and multimedia, especially using the mobile phone networks. Recently in Brazil, mobile operators are upgrading their networks to third generations systems (3G) providing to users broadband services such as video conferencing, Internet, digital TV and more. These new networks that provides mobility and high data rates has allowed the development of new market concepts. Currently the market is focused on the expansion of WiMAX technology, which is gaining increasingly the market for mobile voice and data. In Brazil, the commercial interest for this technology appears to the first award of licenses in the 3.5 GHz band. In February 2003 ANATEL held the 003/2002/SPV-ANATEL bidding, where it offered blocks of frequencies in the range of 3.5 GHz. The enterprises who purchased blocks of frequency were: Embratel, Brazil Telecom (Vant), Grupo Sinos, Neovia and WKVE, each one with operations spread in some regions of Brazil. For this and other wireless communications systems are implemented effectively, many efforts have been invested in attempts to developing simulation methods for coverage prediction that is close to reality as much as possible so that they may become believers and indispensable tools to design wireless communications systems. In this work wasm developed a genetic algorithm (GA's) that is able to optimize the models for predicting propagation loss at applicable frequency range of 3.5 GHz, thus enabling an estimate of the signal closer to reality to avoid significant errors in planning and implementation a system of wireless communication

Predicao de campo em comunicacao sem fio

Even living in the XXI century are still some difficulties in access to broadband Internet in several Brazilian cities, due to the purchasing power of people and lack of government investment. But even with these difficulties, we seek to encourage the use of wireless technology, which is based on the IEEE 802.11b protocol - also known as Wi-Fi (Wireless Fidelity) Wireless Fidelity Communications, having wide range of commercial applications in the world market, nationally and internationally. In Brazil, this technology is in full operation in major cities and has proved attractive in relation to the access point to multipoint and point-to-point. This paper is a comparative analysis of prediction field, using models based on the prediction of propagation loss. To validate the techniques used here, the Okumura-Hata models, modified Okumura-Hata, Walfisch-Ikegami model, were applied to a wireless computer network, located in the neighborhood of Cajupiranga in the city of Melbourn, in Rio Grande do Norte . They are used for networking wireless 802.11b, using the Mobile Radio to measure signal levels, beyond the heights of the antennas and distances from the transmitter. The performance data versus distance are added to the graphs generated and compared with results obtained through calculations of propagation models

Estudo avaliativo de um algoritmo genético auto-organizável e multiobjetivo utilizando aprendizado de máquina para aplicações de telecomunicações

This paper presents an evaluative study about the effects of using a machine learning technique on the main features of a self-organizing and multiobjective genetic algorithm (GA). A typical GA can be seen as a search technique which is usually applied in problems involving no polynomial complexity. Originally, these algorithms were designed to create methods that seek acceptable solutions to problems where the global optimum is inaccessible or difficult to obtain. At first, the GAs considered only one evaluation function and a single objective optimization. Today, however, implementations that consider several optimization objectives simultaneously (multiobjective algorithms) are common, besides allowing the change of many components of the algorithm dynamically (self-organizing algorithms). At the same time, they are also common combinations of GAs with machine learning techniques to improve some of its characteristics of performance and use. In this work, a GA with a machine learning technique was analyzed and applied in a antenna design. We used a variant of bicubic interpolation technique, called 2D Spline, as machine learning technique to estimate the behavior of a dynamic fitness function, based on the knowledge obtained from a set of laboratory experiments. This fitness function is also called evaluation function and, it is responsible for determining the fitness degree of a candidate solution (individual), in relation to others in the same population. The algorithm can be applied in many areas, including in the field of telecommunications, as projects of antennas and frequency selective surfaces. In this particular work, the presented algorithm was developed to optimize the design of a microstrip antenna, usually used in wireless communication systems for application in Ultra-Wideband (UWB). The algorithm allowed the optimization of two variables of geometry antenna - the length (Ls) and width (Ws) a slit in the ground plane with respect to three objectives: radiated signal bandwidth, return loss and central frequency deviation. These two dimensions (Ws and Ls) are used as variables in three different interpolation functions, one Spline for each optimization objective, to compose a multiobjective and aggregate fitness function. The final result proposed by the algorithm was compared with the simulation program result and the measured result of a physical prototype of the antenna built in the laboratory. In the present study, the algorithm was analyzed with respect to their success degree in relation to four important characteristics of a self-organizing multiobjective GA: performance, flexibility, scalability and accuracy. At the end of the study, it was observed a time increase in algorithm execution in comparison to a common GA, due to the time required for the machine learning process. On the plus side, we notice a sensitive gain with respect to flexibility and accuracy of results, and a prosperous path that indicates directions to the algorithm to allow the optimization problems with "η" variables