Search results for: service level JEL classification: C53

Authors: Weera Chotithammaporn, Bannasorn Santhan

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The purpose of this study was to investigate the students’ satisfaction towards the counseling services of the Faculty of Industrial Technology, Suan Sunandha Rajabhat University. The sample group consisted of 311 students coming for counseling services during September to October 2012 BE to complete the questionnaires developed by the researcher. The data were analyzed to find percentage, arithmetic mean, and SD, from which it can be concluded that: 1) Personal information including gender, GPA, department, year of the study, and hometown revealed that most of the students in the Faculty of Industrial Technology, Suan Sunandha Rajabhat University were female with the GPA between 2.01 and 2.50 and studied in the Department of Interior and Exhibition Design and Graphic and Multimedia Design. Most of them were in the first year of the study and came from the southern part of Thailand. 2) The level of students’ satisfaction towards the counseling services of the Faculty of Industrial Technology, Suan Sunandha Rajabhat University was in overall at high level with the highest aspect on IT services followed by follow-up and evaluation service, counseling service, individual personal data collecting service, and personal placement service respectively.

Keywords: satisfaction, students, counseling service, Faculty of Industrial Technology

Procedia PDF Downloads 270

Authors: Haikal Achmad Thaha, Pujo Laksono, Dhamma Nibbana Putra

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Customer service is one of the core interest in a service sector of a company, whether as the core business or as service part of the operation. Most of the time, the people and the previous research in service industry is focused on finding the best business model solution for the service sector, usually to decide between total in house customer service, outsourcing, or something in between. Conventionally, to take this decision is some important part of the management job, and this is a process that usually takes some time and staff effort, meanwhile market condition and overall company needs may change and cause loss of income and temporary disturbance in the companies operation . However, in this paper we have offer a new concept model to assist decision making process in service industry. This model will featured information platform as central tool to integrate service industry operation. The result is service information model which would ideally increase response time and effectivity of the decision making. it will also help service industry in switching the service solution system quickly through machine learning when the companies growth and the service solution needed are changing.

Keywords: service industry, customer service, machine learning, decision making, information platform

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Authors: Frank Frimpong Opuni, Michael Mba Allan, Kwame Adu-Gyamfi, Michael Sarkodie Baffoe

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This paper assesses the effect of relationship marketing on service quality and customer satisfaction from the perspective of the moderating role of emotional intelligence in the insurance industry in Ghana. A descriptive quantitative research technique was employed. A random sample of 384 each of customers and service providers in 3 insurance firms in Accra were used as the source of data. According to findings, emotional intelligence makes a strong positive effect on relationship marketing at 5% significance level, r (283) = .817, p = .000. Though relationship marketing makes a strong positive effect on service quality (r = .767, p < .05) and customer satisfaction (r = .647, p < .05), this effect becomes insignificant (p > .05) when the effect of emotional intelligence on relationship marketing is controlled for. It is therefore recommended that insurance firms give priority to equipping their relationship employees with emotional intelligence to maximise service quality and customer satisfaction.

Keywords: relationship marketing, service quality, customer satisfaction, emotional intelligence

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Authors: Rui Liu, Klaus Greve

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The navigation information is a kind of dynamic geographic information, and the navigation information system is a kind of special geographic information system. At present, there are many researches on the application of centralized management and cross-integration application of basic geographic information. However, the idea of information integration and sharing is not deeply applied into the research of navigation information service. And the imperfection of navigation target coordination and navigation information sharing mechanism under certain navigation tasks has greatly affected the reliability and scientificity of navigation service such as path planning. Considering this, the project intends to study the multi-source information fusion and multi-objective united navigation information interaction mechanism: first of all, investigate the actual needs of navigation users in different areas, and establish the preliminary navigation information classification and importance level model; and then analyze the characteristics of the remote sensing and GIS vector data, and design the fusion algorithm from the aspect of improving the positioning accuracy and extracting the navigation environment data. At last, the project intends to analyze the feature of navigation information of the land, sea and air navigation targets, and design the united navigation data standard and navigation information sharing model under certain navigation tasks, and establish a test navigation system for united navigation simulation experiment. The aim of this study is to explore the theory of united navigation service and optimize the navigation information service model, which will lay the theory and technology foundation for the united navigation of land, sea and air targets.

Keywords: information fusion, united navigation, dynamic path planning, navigation information visualization

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Authors: Atanu K Samanta, Asim Ali Khan

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Due to the acquisition of huge amounts of brain tumor magnetic resonance images (MRI) in clinics, it is very difficult for radiologists to manually interpret and segment these images within a reasonable span of time. Computer-aided diagnosis (CAD) systems can enhance the diagnostic capabilities of radiologists and reduce the time required for accurate diagnosis. An intelligent computer-aided technique for automatic detection of a brain tumor through MRI is presented in this paper. The technique uses the following computational methods; the Level Set for segmentation of a brain tumor from other brain parts, extraction of features from this segmented tumor portion using gray level co-occurrence Matrix (GLCM), and the Artificial Neural Network (ANN) to classify brain tumor images according to their respective types. The entire work is carried out on 50 images having five types of brain tumor. The overall classification accuracy using this method is found to be 98% which is significantly good.

Keywords: brain tumor, computer-aided diagnostic (CAD) system, gray-level co-occurrence matrix (GLCM), tumor segmentation, level set method

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Authors: Suppara Charoenpoom

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The purposes of this research were to investigate the level of consumers’ awareness of the traditional community retailers in terms of location, service quality, risk, shopping enjoyment, value for money, shopping satisfaction and intention to repurchase as well as to investigate the factors influenced the consumers’ repurchase in Samut Sonkhram Province, Thailand. The findings revealed that consumers had a high level of awareness in terms of location, and intention to repurchase. The factors influenced the consumers’ level of satisfaction included value for money, shopping enjoyment, and service quality. The factors of consumers’ level of satisfaction had an influence to the intention to repurchase. Moreover, the findings also revealed that the majority of respondents wanted traditional community retailers to continue to operate because of these reasons: close location, convenience, credit, as well as provide a place and time for community social gathering and activities.

Keywords: quality management, service quality, traditional retailer, consumers’ awareness

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Authors: Shuo Liu

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In Chinese text classification tasks, redundant words and phrases can interfere with the formation of extracted and analyzed text information, leading to a decrease in the accuracy of the classification model. To reduce irrelevant elements, extract and utilize text content information more efficiently and improve the accuracy of text classification models. In this paper, the text in the corpus is first extracted using the TextRank algorithm for abstraction, the words in the abstract are used as nodes to construct a text graph, and then the graph attention network (GAT) is used to complete the task of classifying the text. Testing on a Chinese dataset from the network, the classification accuracy was improved over the direct method of generating graph structures using text.

Keywords: Chinese natural language processing, text classification, abstract extraction, graph attention network

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Authors: K. S. Parlak, E. Turan

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The separation of marbles according to the pattern quality is a process made according to expert decision. The classification phase is the most critical part in terms of economic value. In this study, a self-learning system is proposed which performs the classification of marbles quickly and with high success. This system performs ten feature extraction by taking ten marble images from the camera. The marbles are classified by decision tree method using the obtained properties. The user forms the training set by training the system at the marble classification stage. The system evolves itself in every marble image that is classified. The aim of the proposed system is to minimize the error caused by the person performing the classification and achieve it quickly.

Keywords: decision tree, feature extraction, k-means clustering, marble classification

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Authors: Usama Ahmed

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Data mining is the process of analyze data which are used to predict helpful information. It is the field of research which solve various type of problem. In data mining, classification is an important technique to classify different kind of data. Diabetes is most common disease. This paper implements different classification technique using Waikato Environment for Knowledge Analysis (WEKA) on diabetes dataset and find which algorithm is suitable for working. The best classification algorithm based on diabetic data is Naïve Bayes. The accuracy of Naïve Bayes is 76.31% and take 0.06 seconds to build the model.

Keywords: data mining, classification, diabetes, WEKA

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Authors: Asem M. Othman

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The expansion of the hospitality industry is unmistakable. Services, by nature, are intangible. Hence, service quality, in general, is a complicated process to be measured and evaluated. Hotels, as a service sector and part of the hospitality industry, are growing rapidly. This research paper was carried out to identify the quality determinants that may affect hotel guests’ service quality perception. In this research paper, each quality determinant will be discussed, illustrated, and justified thoroughly via a systematic literature review. The purpose of this paper is to set the stage to measure the significant influence of the service quality determinants on guest satisfaction. The knowledge produced from this study will assist practitioners and/or hotel service providers to imply into their policies.

Keywords: service quality, hotel service, quality management, quality determinants

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Authors: Lou-Hon Sun, Yu-Ming Chiu, Chen-Wei Tao, Chia-Yun Tsai

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It is common practice for many companies to ask employees to provide heart-touching service for customers and to emphasize the attitude of 'customer first'. However, services may not necessarily gain praise, and may actually be considered excessive, if customers do not appreciate such behaviors. In reality, many restaurant businesses try to provide as much service as possible without taking into account whether over-provision may lead to negative customer reception. A survey of 894 people in Britain revealed that 49 percent of respondents consider over-attentive waiters the most annoying aspect of dining out. It can be seen that merely aiming to exceed customers’ expectations without actually addressing their needs, only further distances and dissociates the standard of services from the goals of customer satisfaction itself. Over-service is defined, as 'service provided that exceeds customer expectations, or simply that customers deemed redundant, resulting in negative perception'. It was found that customers’ reactions and complaints concerning over-service are not as intense as those against service failures caused by the inability to meet expectations; consequently, it is more difficult for managers to become aware of the existence of over-service. Thus the ability to manage over-service behaviors is a significant topic for consideration. The Kano model classifies customer preferences into five categories: attractive quality attribute, one-dimensional quality attribute, must-be quality attribute, indifferent quality attribute and reverse quality attributes. The model is still very popular for researchers to explore the quality aspects and customer satisfaction. Nevertheless, several studies indicated that Kano’s model could not fully capture the nature of service quality. The concept of over-service can be used to restructure the model and provide a better understanding of the service quality construct. In this research, the structure of Kano's two-dimensional questionnaire will be used to classify the factors into different dimensions. The same questions will be used in the second questionnaire for identifying the over-service experienced of the respondents. The finding of these two questionnaires will be used to analyze the relevance between service quality classification and over-service behaviors. The subjects of this research are customers of fine dining chain restaurants. Three hundred questionnaires will be issued based on the stratified random sampling method. Items for measurement will be derived from DINESERV scale. The tangible dimension of the questionnaire will be eliminated due to this research is focused on the employee behaviors. Quality attributes of the Kano model are often regarded as an instrument for improving customer satisfaction. The concept of over-service can be used to restructure the model and provide a better understanding of service quality construct. The extension of the Kano model will not only develop a better understanding of customer needs and expectations but also enhance the management of service quality.

Keywords: consumer satisfaction, DINESERV, kano model, over-service

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Authors: M. Hijazi, A. Zeki, A. Ismail

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An enormous amount of valuable human knowledge is preserved in documents. The rapid growth in the number of machine-readable documents for public or private access requires the use of automatic text classification. Text classification can be defined as assigning or structuring documents into a defined set of classes known in advance. Arabic text classification methods have emerged as a natural result of the existence of a massive amount of varied textual information written in the Arabic language on the web. This paper presents a review on the published researches of Arabic Text Classification using classical data representation, Bag of words (BoW), and using conceptual data representation based on semantic resources such as Arabic WordNet and Wikipedia.

Keywords: Arabic text classification, Arabic WordNet, bag of words, conceptual representation, semantic relations

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Authors: Bhuyain Mobarok Hossain

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Image classification and localization research is currently an important strategy in the field of computer vision. The evolution and advancement of deep learning and convolutional neural networks (CNN) have greatly improved the capabilities of object detection and image-based classification. Target detection is important to research in the field of computer vision, especially in video surveillance systems. To solve this problem, we will be applying a convolutional neural network of multiple scales at multiple locations in the image in one sliding window. Most translation networks move away from the bounding box around the area of interest. In contrast to this architecture, we consider the problem to be a classification problem where each pixel of the image is a separate section. Image classification is the method of predicting an individual category or specifying by a shoal of data points. Image classification is a part of the classification problem, including any labels throughout the image. The image can be classified as a day or night shot. Or, likewise, images of cars and motorbikes will be automatically placed in their collection. The deep learning of image classification generally includes convolutional layers; the invention of it is referred to as a convolutional neural network (CNN).

Keywords: image classification, object detection, localization, particle filter

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Authors: Bovornluck Kuosuwan, Kevin Wongleedee

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The purposes of this research was to study the level of satisfaction of international tourists in five important areas: satisfaction on visiting tourist destinations, satisfaction on tourist images, satisfaction on value for money, satisfaction on service quality, and satisfaction when compared with their expectation. A probability random sampling of 200 inbound tourists was utilized. A questionnaire was used to collect the data and small in-depth interviews were also used to get their opinions about their positive and negative evaluations of their experience travelling in Thailand. The findings revealed that the majority of respondents had a medium level of satisfaction. When examined in detail, the level of satisfaction can be ranked from highest to lowest according to the mean average as follows: visiting tourist destinations, expectations, service quality, tourist image, and value for money.

Keywords: inbound tourists, satisfaction, Thailand, international tourists

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Authors: Zulkiflee Abd Latif, Sitinor Atikah Nordin, Alawi Sulaiman

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Different tree species possess different and various benefits. Arenga Pinnata tree species own several potential uses that is valuable for the economy and the country. Mapping vegetation using remote sensing technique involves various process, techniques and consideration. Using satellite imagery, this method enables the access of inaccessible area and with the availability of near infra-red band; it is useful in vegetation analysis, especially in identifying tree species. Pixel-based and object-based classification technique is used as a method in this study. Pixel-based classification technique used in this study divided into unsupervised and supervised classification. Object based classification technique becomes more popular another alternative method in classification process. Using spectral, texture, color and other information, to classify the target make object-based classification is a promising technique for classification. Classification of Arenga Pinnata trees is overlaid with elevation, slope and aspect, soil and river data and several other data to give information regarding the tree character and living environment. This paper will present the utilization of remote sensing technique in order to map Arenga Pinnata tree species

Keywords: Arenga Pinnata, pixel-based classification, object-based classification, remote sensing

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Authors: Kemal Polat

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In this paper, three feature weighting methods have been used to improve the classification performance of diabetic retinopathy (DR). To classify the diabetic retinopathy, features extracted from the output of several retinal image processing algorithms, such as image-level, lesion-specific and anatomical components, have been used and fed them into the classifier algorithms. The dataset used in this study has been taken from University of California, Irvine (UCI) machine learning repository. Feature weighting methods including the fuzzy c-means clustering based feature weighting, subtractive clustering based feature weighting, and Gaussian mixture clustering based feature weighting, have been used and compered with each other in the classification of DR. After feature weighting, five different classifier algorithms comprising multi-layer perceptron (MLP), k- nearest neighbor (k-NN), decision tree, support vector machine (SVM), and Naïve Bayes have been used. The hybrid method based on combination of subtractive clustering based feature weighting and decision tree classifier has been obtained the classification accuracy of 100% in the screening of DR. These results have demonstrated that the proposed hybrid scheme is very promising in the medical data set classification.

Keywords: machine learning, data weighting, classification, data mining

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Authors: Sushma Ghogale

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With a surge in user-generated content or feedback or reviews on the internet, it has become possible and important to know consumers' opinions about products and services. This data is important for both potential customers and businesses providing the services. Data from social media is attracting significant attention and has become the most prominent channel of expressing an unregulated opinion. Prospective customers look for reviews from experienced customers before deciding to buy a product or service. Several websites provide a platform for users to post their feedback for the provider and potential customers. However, the biggest challenge in analyzing such data is in extracting latent features and providing term-level analysis of the data. This paper proposes an approach to use topic modeling to classify the reviews into topics and conduct sentiment analysis to mine the opinions. This approach can analyse and classify latent topics mentioned by reviewers on business sites or review sites, or social media using topic modeling to identify the importance of each topic. It is followed by sentiment analysis to assess the satisfaction level of each topic. This approach provides a classification of hotel reviews using multiple machine learning techniques and comparing different classifiers to mine the opinions of user reviews through sentiment analysis. This experiment concludes that Multinomial Naïve Bayes classifier produces higher accuracy than other classifiers.

Keywords: latent Dirichlet allocation, topic modeling, text classification, sentiment analysis

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Authors: Ghada S. Moussa

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With the increase in population along with economic prosperity, an enormous increase in the number and types of vehicles on the roads occurred. This fact brings a growing need for efficiently yet effectively classifying vehicles into their corresponding categories, which play a crucial role in many areas of infrastructure planning and traffic management. This paper presents two vehicle-type classification approaches; 1) geometric-based and 2) appearance-based. The two classification approaches are used for two tasks: multi-class and intra-class vehicle classifications. For the evaluation purpose of the proposed classification approaches’ performance and the identification of the most effective yet efficient one, 10-fold cross-validation technique is used with a large dataset. The proposed approaches are distinguishable from previous research on vehicle classification in which: i) they consider both geometric and appearance attributes of vehicles, and ii) they perform remarkably well in both multi-class and intra-class vehicle classification. Experimental results exhibit promising potentials implementations of the proposed vehicle classification approaches into real-world applications.

Keywords: appearance attributes, geometric attributes, support vector machine, vehicle classification

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Authors: Ghada S. Moussa

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Vehicle classification is an important task in traffic surveillance and intelligent transportation systems. Classification of vehicle images is facing several problems such as: high intra-class vehicle variations, occlusion, shadow, illumination. These problems and others must be considered to develop a reliable vehicle classification system. In this study, a reliable multi-type vehicle classification system based on Bag-of-Words (BoW) paradigm is developed. Our proposed system used and compared four well-known classifiers; Linear Discriminant Analysis (LDA), Support Vector Machine (SVM), k-Nearest Neighbour (KNN), and Decision Tree to classify vehicles into four categories: motorcycles, small, medium and large. Experiments on a large dataset show that our approach is efficient and reliable in classifying vehicles with accuracy of 95.7%. The SVM outperforms other classification algorithms in terms of both accuracy and robustness alongside considerable reduction in execution time. The innovativeness of developed system is it can serve as a framework for many vehicle classification systems.

Keywords: vehicle classification, bag-of-words technique, SVM classifier, LDA classifier, KNN classifier, decision tree classifier, SIFT algorithm

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Authors: Bilel Chalghaf, Mathieu Varin

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Forest characterization in Quebec, Canada, is usually assessed based on photo-interpretation at the stand level. For species identification, this often results in a lack of precision. Very high spatial resolution imagery, such as DigitalGlobe, and Light Detection and Ranging (LiDAR), have the potential to overcome the limitations of aerial imagery. To date, few studies have used that data to map a large number of species at the tree level using machine learning techniques. The main objective of this study is to map 11 individual high tree species ( > 17m) at the tree level using an object-based approach in the broadleaf forest of Kenauk Nature, Quebec. For the individual tree crown segmentation, three canopy-height models (CHMs) from LiDAR data were assessed: 1) the original, 2) a filtered, and 3) a corrected model. The corrected CHM gave the best accuracy and was then coupled with imagery to refine tree species crown identification. When compared with photo-interpretation, 90% of the objects represented a single species. For modeling, 313 variables were derived from 16-band WorldView-3 imagery and LiDAR data, using radiance, reflectance, pixel, and object-based calculation techniques. Variable selection procedures were employed to reduce their number from 313 to 16, using only 11 bands to aid reproducibility. For classification, a global approach using all 11 species was compared to a semi-hierarchical hybrid classification approach at two levels: (1) tree type (broadleaf/conifer) and (2) individual broadleaf (five) and conifer (six) species. Five different model techniques were used: (1) support vector machine (SVM), (2) classification and regression tree (CART), (3) random forest (RF), (4) k-nearest neighbors (k-NN), and (5) linear discriminant analysis (LDA). Each model was tuned separately for all approaches and levels. For the global approach, the best model was the SVM using eight variables (overall accuracy (OA): 80%, Kappa: 0.77). With the semi-hierarchical hybrid approach, at the tree type level, the best model was the k-NN using six variables (OA: 100% and Kappa: 1.00). At the level of identifying broadleaf and conifer species, the best model was the SVM, with OA of 80% and 97% and Kappa values of 0.74 and 0.97, respectively, using seven variables for both models. This paper demonstrates that a hybrid classification approach gives better results and that using 16-band WorldView-3 with LiDAR data leads to more precise predictions for tree segmentation and classification, especially when the number of tree species is large.

Keywords: tree species, object-based, classification, multispectral, machine learning, WorldView-3, LiDAR

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Authors: Cheng Sim Quah, Sandra Phek Lin Sim

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This study examined how individuals in their respective teams contributed to innovation performance besides defining the term of innovation in their own respective views. This study also identified factors that motivated University staff to contribute to the innovation products. In addition, it examined whether there is a significant relationship between professional training level and the length of service among university staff towards innovation and to what extent do the two variables contributed towards innovative products. The significance of this study is that it revealed the strengths and weaknesses of the university staff when contributing to innovation performance. Stratified-random sampling was employed to determine the samples representing the population of lecturers in the study, involving 123 lecturers in one of the local universities in Malaysia. The method employed to analyze the data is through categorizing into themes for the open-ended questions besides using descriptive and inferential statistics for the quantitative data. This study revealed that two types of definition for the term “innovation” exist among the university staff, namely, creation of new product or new approach to do things as well as value-added creative way to upgrade or improve existing process and service to be more efficient. This study found that the most prominent factor that propel them towards innovation is to improve the product in order to benefit users, followed by self-satisfaction and recognition. This implies that the staff in the organization viewed the creation of innovative products as a process of growth to fulfill the needs of others and also to realize their personal potential. This study also found that there was only a significant relationship between the professional training level and the length of service of 4-6 years among the university staff. The rest of the groups based on the length of service showed that there was no significant relationship with the professional training level towards innovation. Moreover, results of the study on directional measures depicted that the relationship for the length of service of 4 - 6 years with professional training level among the university staff is quite weak. This implies that good organization management lies on the shoulders of the key leaders who enlighten the path to be followed by the staff.

Keywords: innovation, length of service, performance, professional training level, motivation

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Authors: Filippo Portera

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Usually standard algorithms employ a loss where each error is the mere absolute difference between the true value and the prediction, in case of a regression task. In the present, we present several error weighting schemes that are a generalization of the consolidated routine. We study both a binary classification model for Support Vextor Classification and a regression net for Multylayer Perceptron. Results proves that the error is never worse than the standard procedure and several times it is better.

Keywords: loss, binary-classification, MLP, weights, regression

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Authors: Jameela Ali Alkrimi, Abdul Rahim Ahmad, Azizah Suliman, Loay E. George

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Red blood cells (RBCs) are among the most commonly and intensively studied type of blood cells in cell biology. The lack of RBCs is a condition characterized by lower than normal hemoglobin level; this condition is referred to as 'anemia'. In this study, a software was developed to isolate RBCs by using a machine learning approach to classify anemic RBCs in microscopic images. Several features of RBCs were extracted using image processing algorithms, including principal component analysis (PCA). With the proposed method, RBCs were isolated in 34 second from an image containing 18 to 27 cells. We also proposed that PCA could be performed to increase the speed and efficiency of classification. Our classifier algorithm yielded accuracy rates of 100%, 99.99%, and 96.50% for K-nearest neighbor (K-NN) algorithm, support vector machine (SVM), and neural network ANN, respectively. Classification was evaluated in highly sensitivity, specificity, and kappa statistical parameters. In conclusion, the classification results were obtained for a short time period with more efficient when PCA was used.

Keywords: red blood cells, pre-processing image algorithms, classification algorithms, principal component analysis PCA, confusion matrix, kappa statistical parameters, ROC

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Authors: Sezin Ekşioğlu

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Multilabel classification has a huge importance for several applications, it is also a challenging research topic. It is a kind of supervised learning that contains binary targets. The distance between multilabel and binary classification is having more than one class in multilabel classification problems. Features can belong to one class or many classes. There exists a wide range of applications for multi label prediction such as image labeling, text categorization, gene functionality. Even though features are classified in many classes, they may not always be properly classified. There are many ensemble methods for the classification. However, most of the researchers have been concerned about better multilabel methods. Especially little ones focus on both efficiency of classifiers and pairwise relationships at the same time in order to implement better multilabel classification. In this paper, we worked on modified ensemble methods by getting benefit from k-Nearest Neighbors and neural network structure to address issues within a beneficial way and to get better impacts from the multilabel classification. Publicly available datasets (yeast, emotion, scene and birds) are performed to demonstrate the developed algorithm efficiency and the technique is measured by accuracy, F1 score and hamming loss metrics. Our algorithm boosts benchmarks for each datasets with different metrics.

Keywords: multilabel, classification, neural network, KNN

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Authors: Mohammed Alkiyumi

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Educational systems are currently paying special attention to developing learners' higher thinking skills to develop the capabilities of human resources to deal with contemporary challenges. Although psychologists disagree about the concept of higher-order thinking skills and the skills they include, there is unlimited effort in designing them and building strategies for their implementation. The most important factor helping to develop these skills is their classification according to specific criteria, and the most important of these classifications is Bloom's classification, which is dominant in most educational systems at all levels. Previous classifications have many limitations, including the comprehensiveness of the skills they contain, the logical structure of their hierarchy, and classification criteria. Therefore, this article puts another step in this area by providing a new classification of higher-order thinking skills that includes five categories: the first response stage, transformative stage, application, reasoning stage, and the production stage with a logical justification for this classification, with some techniques to developing it among learners.

Keywords: high-order thinking skills, classification, teaching, education

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Authors: Yu Hua Yan

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Background: This research attempts to extend and apply the concept of service dominant logic on My Health Bank platform, analyzed to find out are there any significant difference in wills to participate (potential factors for value) on the results of value co-creation? Methods: The questionnaires were delivered from August 2017 to October 2017 in hospitals. 167 valid ones were received, with an effective response rate of 98.2%. Results: This research employed the questionnaire method in collecting research data, with patients that have used My Health Bank as objects, to whom questionnaires were sent. Regarding the factors influencing therapeutic effects, in the statistics of capability and interaction, it reached a significant level (p <0.1). Regarding the factors influencing satisfaction on medical service, in the statistics of capability and interaction, it reached a significant level (p <0.001). Conclusion: Regarding the contributions of this research, it is possible to clarify its contents with the studies on value co-creation to enrich the literature of the studies of service dominant logic and value co-creation in Taiwan. Regarding its contribution in practice, the results of this research allows the value advocator – the government, to have a broader view in the consideration of making the policies on value co-creation.

Keywords: My Health Bank, interactive, participation, value creation

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Authors: Nattapong Techarattanased

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The purposes of this research are to make comparisons in respect of the behaviors on the use of the services of metered taxi classified by the demographic factor and to study the influence of the recognition on service quality having the effect on usage behaviors of metered taxi services of consumers in Bangkok Metropolitan Areas. The samples used in this research are 400 metered taxi service users in Bangkok Metropolitan Areas and use a questionnaire as the tool for collecting the data. Analysis statistics is mean and multiple regression analysis. Results of the research revealed that the consumers recognize the overall quality of services in each aspect include tangible aspects of the service, responses to customers, assurance on the confidence, understanding and knowing of customers which is rated at the moderate level except the aspect of the assurance on the confidence and trustworthiness which are rated at a high level. For the result of a hypothetical test, it is found that the quality in providing the services on the aspect of the assurance given to the customers has the effect on the usage behaviors of metered taxi services and the aspect of the frequency on the use of the services per month which in this connection. Such variable can forecast at one point nine percent (1.9%). In addition, quality in providing the services and the aspect of the responses to customers have the effect on the behaviors on the use of metered taxi services on the aspect of the expenses on the use of services per month which in this connection, such variable can forecast at two point one percent (2.1%).

Keywords: consumer behavior, metered taxi service, satisfaction, service quality

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Authors: H. Ashrafi, S. Ebrahimi, H. Kamalzadeh

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With the development of business competition, it is important for healthcare providers to improve their service qualities. In order to improve service quality of a clinic, four important dimensions are defined: tangibles, responsiveness, empathy, and reliability. Moreover, there are several service stages in hospitals such as financial screening and examination. One of the most challenging limitations for improving service quality is budget which impressively affects the service quality. In this paper, we present an approach to address budget uncertainty and provide guidelines for service resource allocation. In this paper, a service quality improvement approach is proposed which can be adopted to multistage service processes to improve service quality, while controlling the costs. A multi-objective function based on the importance of each area and dimension is defined to link operational variables to service quality dimensions. The results demonstrate that our approach is not ultra-conservative and it shows the actual condition very well. Moreover, it is shown that different strategies can affect the number of employees in different stages.

Keywords: allocation, budget uncertainty, healthcare resource, service quality assessment, robust optimization

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Authors: Omur F. Karakullukcu, Bilal Okudan, Yusuf Can

Abstract:

The aim of this study is to analyze sports managers’ managerial competence levels and job satisfaction’s correlation with career satisfaction. In the study, it has also been analyzed if there is any significant difference in sports managers’ managerial competence, job and career satisfaction in terms of gender, age, duty status, year of service and level of education. 256 sports managers, who work at department of sports service’s central and field organization at least as a chief in the manager position, have been chosen with random sampling method and they have voluntarily participated in the study. In the study, the managerial competence scale which was developed by Cetinkaya (2009), job satisfaction scale developed by Weiss at al.(1967) and Career Satisfaction Scale developed by Vatansever (2008) have been used as a data collection tool. The questionnaire form used as a data collection tool in the study includes a personal information form consisting of 5 questions; questioning gender, age, duty status, years of service and level of education. In the study, pearson correlation analysis has been used for defining the correlation of managerial competence levels, job satisfaction, and career satisfaction levels of sports managers. T-test analysis for binary grouping and anova analysis for more than binary groups have been used in the level of self-efficacy, collective and managerial competence in terms of the participants’ duty status, year of service and level of education. According to the research results, it has been found that there is a positive correlation between sports managers’ managerial competence levels, job satisfaction, and career satisfaction levels. Also, the results show that there is a significant difference in managerial competence levels, job satisfaction and career satisfaction of sports managers in terms of duty status, year of service and level of education; however, the results reveal that there is no significant difference in terms of age groups and gender.

Keywords: sports manager, managerial competence, job satisfaction, career satisfaction

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Authors: Myung-Soo Lee, Sun-Jin Jo, Kyoung-Sae Na, Joo-Eon Park

Abstract:

Early intervention after a disaster is important for recovery of disaster victims and each country has its own professional mental health service system such as Disaster Psychiatric Assistant Team in Japan and Crisis Counseling Program in the USA. The purpose of this study was to determine key prior components of the Korean Disaster Psychiatric Assistant Team (K-DPAT) for building up Korean disaster mental health service system. We conducted an Analytic Hierarchy Process(AHP) with disaster mental health experts using pairwise comparison questionnaire which compares the relative importance of the key components of Korean disaster mental health service system. Forty-one experts answered the first online survey, and among them, 36 responded to the second. Ten experts were participated in panel meeting and discussed the results of the survey and AHP process. Participants decided the relative importance of the Korean disaster mental health service system regarding initial professional intervention as follows. K-DPAT could be organized at a national level (43.0%) or regional level (40.0%). K-DPAT members should be managed (59.0%) and educated (52.1%) by national level than regional or local level. K-DPAT should be organized independent of the preexisting mental health system (70.1%). Funding for K-DPAT should be from the Ministry of Public Safety and the system could be managed by Ministry of Health (65.8%). Experts agreed K-DPAT leader is suitable for key decision maker for most types of disaster except infectious disease. We expect new model for disaster mental health services can improve insufficiency of the system such as fragmentation and decrease the unmet needs of early professional intervention for the disaster victims.

Keywords: analytic hierarchy process, decision making, disaster, DPAT, mental health services

Procedia PDF Downloads 258