Fatores da satisfação e fidelidade de clientes: um estudo no setor de telefonia móvel celular

This thesis deals with the factors affecting customer satisfaction and loyalty in the mobile phone telecom sector. It is adapted a model proposed by Johnson et al. (2001) of quality and loyalty antecedent factors. It is conducted a survey with a sample of 385 customers of mobile phone telecom sector in Teresina city, a capital of a Northeastern State of Brazil, and descriptives and multiple regression statistical analysis. The main findings related to satisfaction are that quality and service price are the significant factors affecting it. Regarding loyalty, satisfaction, image, affective commitment, and calculate commitment are the significant factors to explain it. The overall model used fairly explain the satisfaction and loyalty outcomes

Modelo em dinâmica de sistemas para gestão de aeroportos brasileiros

The importance of the airport sector in the development of a country refers to the need for studies on management of airports, to aid the process of decision making. In Brazil, growth in passenger demand is why investments in order to balance the capacity of an airport with air demand. Thus, the study aims to develop a model for Dynamic Systems able to assist airport management in Brazilian sizing subsystems an airport (Passenger Terminal, Runway and Patio). The methodology of this work consists in the steps of defining the problem, formulating the hypothesis dynamic building simulation model, and validation experiments. Finally, we examined the status of each subsystem in thirteen Brazilian airports in scenarios current, most likely and optimistic for air passenger demand

Indicadores bibliométricos em sistemas de informação: uma análise a partir de artigos publicados no Encontro Nacional de Engenharia de Produção

This research aims at to contribute to show the consolidation of the area of Information Systems (IS) as area of knowledge in Production Engineering. For this, it according to presents a scenery of the publication in IS in the field of the Production Engineering in Brazil amount of articles, the authorship profile, the methodologies, the citations, the research thematic and the continuity of the research thematic. The base for this study was the works published in the National Meeting of Production Engineering - ENEGEP of years 2000, 2001, 2002, 2003 and 2004, inside of the area of Information Systems. Classified as bibliographical research, of applied nature, quantitative boarding, of the point of view of the objectives description-exploration was called and for the collection of data its comment was systematic with bibliographical survey. As field research, the method of collection of data if constituted of the elaboration of an analysis protocol and, to arrive itself at the final diagnosis, it operation the data through the statistical method, with the accomplishment of descriptive analyses. It approached concepts of IS and the seek areas and, it studied research correlate in Production Engineering, in Information Systems, in Information Science and other areas of the knowledge. How much to the results one concluded that the national and international contents are compatible and that the area of IS is in constant evolution. For the continuity of research lines it was observed that the majority of the authors was faithful to the area of Systems of Information. Amongst other found results, some institutions must try to increase its volume of publications and research, while others must look for to keep its reached mark already in the last years

Um protocolo de comunicação multicast na camada de aplicação com Consciência de Localização

Internet applications such as media streaming, collaborative computing and massive multiplayer are on the rise,. This leads to the need for multicast communication, but unfortunately group communications support based on IP multicast has not been widely adopted due to a combination of technical and non-technical problems. Therefore, a number of different application-layer multicast schemes have been proposed in recent literature to overcome the drawbacks. In addition, these applications often behave as both providers and clients of services, being called peer-topeer applications, and where participants come and go very dynamically. Thus, servercentric architectures for membership management have well-known problems related to scalability and fault-tolerance, and even peer-to-peer traditional solutions need to have some mechanism that takes into account member's volatility. The idea of location awareness distributes the participants in the overlay network according to their proximity in the underlying network allowing a better performance. Given this context, this thesis proposes an application layer multicast protocol, called LAALM, which takes into account the actual network topology in the assembly process of the overlay network. The membership algorithm uses a new metric, IPXY, to provide location awareness through the processing of local information, and it was implemented using a distributed shared and bi-directional tree. The algorithm also has a sub-optimal heuristic to minimize the cost of membership process. The protocol has been evaluated in two ways. First, through an own simulator developed in this work, where we evaluated the quality of distribution tree by metrics such as outdegree and path length. Second, reallife scenarios were built in the ns-3 network simulator where we evaluated the network protocol performance by metrics such as stress, stretch, time to first packet and reconfiguration group time

Controle adaptativo robusto para um modelo desacoplado de um robô móvel

This thesis presents a new structure of robust adaptive controller applied to mobile robots (surface mobile robot) with nonholonomic constraints. It acts in the dynamics and kinematics of the robot, and it is split in two distinct parts. The first part controls the robot dynamics, using variable structure model reference adaptive controllers. The second part controls the robot kinematics, using a position controller, whose objective is to make the robot to reach any point in the cartesian plan. The kinematic controller is based only on information about the robot configuration. A decoupling method is adopted to transform the linear model of the mobile robot, a multiple-input multiple-output system, into two decoupled single-input single-output systems, thus reducing the complexity of designing the controller for the mobile robot. After that, a variable structure model reference adaptive controller is applied to each one of the resulting systems. One of such controllers will be responsible for the robot position and the other for the leading angle, using reference signals generated by the position controller. To validate the proposed structure, some simulated and experimental results using differential drive mobile robots of a robot soccer kit are presented. The simulator uses the main characteristics of real physical system as noise and non-linearities such as deadzone and saturation. The experimental results were obtained through an C++ program applied to the robot soccer kit of Microrobot team at the LACI/UFRN. The simulated and experimental results are presented and discussed at the end of the text

Group Sequential Communication (GSC): Especificação e Análise de Desempenho de umMecanismo de Comunicação de Tempo Real Compatível ao Padrão IEEE 802.11/11e Aplicado à Automação Industrial

This thesis proposes the specification and performance analysis of a real-time communication mechanism for IEEE 802.11/11e standard. This approach is called Group Sequential Communication (GSC). The GSC has a better performance for dealing with small data packets when compared to the HCCA mechanism by adopting a decentralized medium access control using a publish/subscribe communication scheme. The main objective of the thesis is the HCCA overhead reduction of the Polling, ACK and QoS Null frames exchanged between the Hybrid Coordinator and the polled stations. The GSC eliminates the polling scheme used by HCCA scheduling algorithm by using a Virtual Token Passing procedure among members of the real-time group to whom a high-priority and sequential access to communication medium is granted. In order to improve the reliability of the mechanism proposed into a noisy channel, it is presented an error recovery scheme called second chance algorithm. This scheme is based on block acknowledgment strategy where there is a possibility of retransmitting when missing real-time messages. Thus, the GSC mechanism maintains the real-time traffic across many IEEE 802.11/11e devices, optimized bandwidth usage and minimal delay variation for data packets in the wireless network. For validation purpose of the communication scheme, the GSC and HCCA mechanisms have been implemented in network simulation software developed in C/C++ and their performance results were compared. The experiments show the efficiency of the GSC mechanism, especially in industrial communication scenarios.

Infra-estrutura para avaliação e testes de protocolos sociais de comunicação em ambientes tridimencionais compartilhados

The advent of the Internet stimulated the appearance of several services. An example is the communication ones present in the users day-by-day. Services as chat and e-mail reach an increasing number of users. This fact is turning the Net a powerful communication medium. The following work explores the use of communication conventional services into the Net infrastructure. We introduce the concept of communication social protocols applied to a shared virtual environment. We argue that communication tools have to be adapted to the Internet potentialities. To do that, we approach some theories of the Communication area and its applicability in a virtual environment context. We define multi-agent architecture to support the offer of these services, as well as, a software and hardware platform to support the accomplishment of experiments using Mixed Reality. Finally, we present the obtained results, experiments and products

Modelo bioeconômico para cálculo de custos e receitas em sistemas de produção de gado de corte visando à obtenção de valores econômicos de características produtivas e reprodutivas

Foi desenvolvido um modelo bioeconômico para o cálculo do desempenho, dos custos e das receitas para obtenção de valores econômicos de características de interesse econômico em sistemas de produção de gado de corte no Brasil. As informações de desempenho e de parâmetros biológicos e econômicos foram obtidas em uma propriedade de gado Nelore que realiza ciclo completo com venda de reprodutores. O modelo é determinístico e estático e foram usadas planilhas Excel para a realização dos cálculos. Com base nas informações originais, foram simulados dois sistemas de produção, um fazendo o ciclo completo com venda de reprodutores (CcoR) e o outro, de cria (Cc). Foram calculados os custos e as receitas para esses dois sistemas e, a partir disto, foram obtidos seus lucros anuais. Para o cálculo dos valores econômicos foram escolhidas as características peso à desmama (PD), peso adulto da vaca (PAV), taxa de prenhez (TP) e taxa de desmama (TD), que são de interesse nos dois sistemas de produção. Para avaliar o impacto das mudanças no desempenho das características sobre o lucro anual do sistema de produção, os valores iniciais das características foram aumentados em 1%. Esse aumento resultou em mudanças positivas no lucro, observando-se que a TD foi a característica que apresentou maior impacto nos dois sistemas. Para o CcoR, os valores econômicos para PD, PAV, TP e TD foram, respectivamente, R$ 0,40/kg, R$ 0,09/kg, R$ 3,20/1% e R$ 10,15/1%. Para Cc, estes valores foram, respectivamente, de R$ 1,31/kg, R$ 0,09/kg, R$ 2,41/1% e R$ 3,36/1%. O modelo foi capaz de reproduzir satisfatoriamente o sistema de produção de gado de corte estudado e pode ser adaptado para outras circunstâncias de produção.

Um método para determinação da profundidade combinando visão estéreo e autocalibração para aplicação em robótica móvel

This work proposes a method to determine the depth of objects in a scene using a combination between stereo vision and self-calibration techniques. Determining the rel- ative distance between visualized objects and a robot, with a stereo head, it is possible to navigate in unknown environments. Stereo vision techniques supply a depth measure by the combination of two or more images from the same scene. To achieve a depth estimates of the in scene objects a reconstruction of this scene geometry is necessary. For such reconstruction the relationship between the three-dimensional world coordi- nates and the two-dimensional images coordinates is necessary. Through the achievement of the cameras intrinsic parameters it is possible to make this coordinates systems relationship. These parameters can be gotten through geometric camera calibration, which, generally is made by a correlation between image characteristics of a calibration pattern with know dimensions. The cameras self-calibration allows the achievement of their intrinsic parameters without using a known calibration pattern, being possible their calculation and alteration during the displacement of the robot in an unknown environment. In this work a self-calibration method based in the three-dimensional polar coordinates to represent image features is presented. This representation is determined by the relationship between images features and horizontal and vertical opening cameras angles. Using the polar coordinates it is possible to geometrically reconstruct the scene. Through the proposed techniques combination it is possible to calculate a scene objects depth estimate, allowing the robot navigation in an unknown environment

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

Proposta de integração das redes de comunicação da COSERN como uma solução de contigêncvia em caso de falhas nos enlaces do backbone de automação

T'his dissertation proposes alternative models to allow the interconnectioin of the data communication networks of COSERN Companhia Energética do Rio Grande do Norte. These networks comprise the oorporative data network, based on TCP/IP architecture, and the automation system linking remote electric energy distribution substations to the main Operatin Centre, based on digital radio links and using the IEC 60870-5-101 protoco1s. The envisaged interconnection aims to provide automation data originated from substations with a contingent route to the Operation Center, in moments of failure or maintenance of the digital radio links. Among the presented models, the one chosen for development consists of a computational prototype based on a standard personal computer, working under LINUX operational system and running na application, developesd in C language, wich functions as a Gateway between the protocols of the TCP/IP stack and the IEC 60870-5-101 suite. So, it is described this model analysis, implementation and tests of functionality and performance. During the test phase it was basically verified the delay introduced by the TCP/IP network when transporting automation data, in order to guarantee that it was cionsistent with the time periods present on the automation network. Besides , additional modules are suggested to the prototype, in order to handle other issues such as security and prioriz\ation of the automation system data, whenever they are travesing the TCP/IP network. Finally, a study hás been done aiming to integrate, in more complete way, the two considered networks. It uses IP platform as a solution of convergence to the communication subsystem of na unified network, as the most recente market tendencies for supervisory and other automation systems indicate

Desenvolvimento de um software de comunicação sem fio aplicado à instrumentação de unidade de elevação de petróleo tipo Plunger Lift

This dissertation aims to develop a software applied to a communication system for a wireless sensor network (WSN) for tracking analog and digital variables and control valve of the gas flow in artificial oil s elevation units, Plunger Lift type. The reason for this implementation is due to the fact that, in the studied plant configuration, the sensors communicate with the PLC (Programmable and Logic Controller) by the cables and pipelines, making any changes in that system, such as changing the layout of it, as well as inconveniences that arise from the nature of the site, such as the vicinity s animals presence that tend to destroy the cables for interconnection of sensors to the PLC. For software development, was used communication polling method via SMAC protocol (Simple Medium Access ControlIEEE 802.15.4 standard) in the CodeWarrior environment to which generated a firmware, loaded into the WSN s transceivers, present in the kit MC13193-EVK, (all items described above are owners of Freescale Semiconductors Inc.). The network monitoring and parameterization used in its application, was developed in LabVIEW software from National Instruments. The results were obtained through the observation of the network s behavior of sensors proposal, focusing on aspects such as: indoor and outdoor quantity of packages received and lost, general aspects of reliability in data transmission, coexistence with other types of wireless networks and power consumption under different operating conditions. The results were considered satisfactory, which showed the software efficiency in this communication system

Multi-resolução com fóvea móvel para redução e abstração de dados em tempo real

We propose a new approach to reduction and abstraction of visual information for robotics vision applications. Basically, we propose to use a multi-resolution representation in combination with a moving fovea for reducing the amount of information from an image. We introduce the mathematical formalization of the moving fovea approach and mapping functions that help to use this model. Two indexes (resolution and cost) are proposed that can be useful to choose the proposed model variables. With this new theoretical approach, it is possible to apply several filters, to calculate disparity and to obtain motion analysis in real time (less than 33ms to process an image pair at a notebook AMD Turion Dual Core 2GHz). As the main result, most of time, the moving fovea allows the robot not to perform physical motion of its robotics devices to keep a possible region of interest visible in both images. We validate the proposed model with experimental results

Modulação quantizada para sistemas com codificação wavelet sujeitos ao desvanecimento rayleigh

Wavelet coding is an efficient technique to overcome the multipath fading effects, which are characterized by fluctuations in the intensity of the transmitted signals over wireless channels. Since the wavelet symbols are non-equiprobable, modulation schemes play a significant role in the overall performance of wavelet systems. Thus the development of an efficient design method is crucial to obtain modulation schemes suitable for wavelet systems, principally when these systems employ wavelet encoding matrixes of great dimensions. In this work, it is proposed a design methodology to obtain sub-optimum modulation schemes for wavelet systems over Rayleigh fading channels. In this context, novels signal constellations and quantization schemes are obtained via genetic algorithm and mathematical tools. Numerical results obtained from simulations show that the wavelet-coded systems derived here have very good performance characteristics over fading channels

Utilizando a televisão digital como um meio de comunicação para ambientes interativos reais

This Dissertation aims to provide a communication mechanism between Digital TV viewers and interaction devices, such as robots, for example, placed on the environment from which a TV program is being live broadcasted. Such communication mechanism has the objective to allow viewers controll the Interaction Devices through their TV devices, using the broadcast channel present in Interactive Digital TV systems, and receive data from the devices by the broadcast channel. This system was projected as a middlewaer system where the Interaction Devices in the TV program set are interconnected, creating a Interactive Device Network. With this approach, the system is capable of manage the devices on the network, controlling the flow of coming and leaving elements, in a transparent way for the viewers. The system yet allows the Interaction Devices communicate each other, with a integrated communication channel with no worries about the physical communication layer