Search results for: electricity network performance

Authors: Tammam A. Benmusa, Mohamed A. Shlibek, Rawad M. Swesi

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The investigation of Buildings Penetration Loss (BPL) of radio signal is getting more and more important. It plays an important role in calculating the indoor coverage for wireless communication networks. In this paper, the theory behind BPL and its mechanisms have been reviewed. The operating frequency, coverage area type, climate condition, time of measurement, and other factors affecting the values of BPL have been discussed. The practical part of this work was conducting 4000 measurements of BPL in different areas in the Libyan capital, Tripoli, to get empirical model for this loss. The measurements were taken for 2 different types of wireless communication networks; mobile telephone network (for Almadar company), which operates at 900 MHz and WiMAX network (LTT company) which operates at 2500 MHz. The results for each network were summarized and presented in several graphs. The graphs are showing how the BPL affected by: time of measurement, morphology (type of area), and climatic environment.

Keywords: building penetration loss, wireless network, mobile network, link budget, indoor network performance

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Authors: Vishal H. Shukla, Sanjay B. Deshmukh

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Traffic engineering, at its center, is the ability of moving traffic approximately so that traffic from a congested link is moved onto the unused capacity on another link. Traffic Engineering ensures the best possible use of the resources. Now to support traffic engineering in the today’s network, Multiprotocol Label Switching (MPLS) is being used which is very helpful for reliable packets delivery in an ongoing internet services. Here a topology is been implemented on GNS3 to focus on the analysis of the communication take place from one site to other through the ISP. The comparison is made between the IP network & MPLS network based on Bandwidth & Jitter which are one of the performance parameters using JPERF simulator.

Keywords: GNS3, JPERF, MPLS, traffic engineering, VMware

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Authors: S. Periyadharshini, K. Ramkumar, S. Jayalalitha, M. GuruPrasath, R. Manikandan

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This paper presents a formulation and solution for industrial load management and product grade problem. The formulation is created using linear programming technique thereby optimizing the electricity cost by scheduling the loads satisfying the process, storage, time zone and production constraints which will create an impact of reducing maximum demand and thereby reducing the electricity cost. Product grade problem is formulated using integer linear programming technique of optimization using lingo software and the results show that overall increase in profit margin. In this paper, time of use tariff is utilized and this technique will provide significant reductions in peak electricity consumption.

Keywords: cement industries, integer programming, optimal formulation, objective function, constraints

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Authors: Rahul Malhotra

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The field of wireless sensor networks (WSN) engages a lot of associates in the research community as an interdisciplinary field of interest. This type of network is inexpensive, multifunctionally attributable to advances in micro-electromechanical systems and conjointly the explosion and expansion of wireless communications. A mobile ad hoc network is a wireless network without fastened infrastructure or federal management. Due to the infrastructure-less mode of operation, mobile ad-hoc networks are gaining quality. During this work, we have performed an efficient performance study of the two major routing protocols: Ad hoc On-Demand Distance Vector Routing (AODV) and Dynamic Source Routing (DSR) protocols. We have used an accurate simulation model supported NS2 for this purpose. Our simulation results showed that AODV mitigates the drawbacks of the DSDV and provides better performance as compared to DSDV.

Keywords: routing protocol, MANET, AODV, On Demand Distance Vector Routing, DSR, Dynamic Source Routing

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Authors: Hamid R. Lashgarian Azad, Seyed N. Shetab Boushehri

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Wireless sensor networks (WSN) have become progressively popular due to their wide range of applications. Wireless Sensor Network is made of numerous tiny sensor nodes that are battery-powered. It is a very significant problem to maximize the lifetime of wireless sensor networks. In this paper, we propose a two-stage protocol based on an imperialist competitive algorithm (2S-ICA) to solve a sensor network optimization problem. The energy of the sensors can be greatly reduced and the lifetime of the network reduced by long communication distances between the sensors and the sink. We can minimize the overall communication distance considerably, thereby extending the lifetime of the network lifetime through connecting sensors into a series of independent clusters using 2SICA. Comparison results of the proposed protocol and LEACH protocol, which is common to solving WSN problems, show that our protocol has a better performance in terms of improving network life and increasing the number of transmitted data.

Keywords: wireless sensor network, imperialist competitive algorithm, LEACH protocol, k-means clustering

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Authors: Masood Varshosaz, Kamyar Hasanpour

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In recent years, we have seen growing interest in recognizing humans in drone images for post-disaster search and rescue operations. Deep learning algorithms have shown great promise in this area, but they often require large amounts of labeled data to train the models. To keep the data acquisition cost low, augmentation techniques can be used to create additional data from existing images. There are many techniques of such that can help generate variations of an original image to improve the performance of deep learning algorithms. While data augmentation is potentially assumed to improve the accuracy and robustness of the models, it is important to ensure that the performance gains are not outweighed by the additional computational cost or complexity of implementing the techniques. To this end, it is important to evaluate the impact of data augmentation on the performance of the deep learning models. In this paper, we evaluated the most currently available 2D data augmentation techniques on a standard convolutional network which was trained for recognizing humans in drone images. The techniques include rotation, scaling, random cropping, flipping, shifting, and their combination. The results showed that the augmented models perform 1-3% better compared to a base network. However, as the augmented images only contain the human parts already visible in the original images, a new data augmentation approach is needed to include the invisible parts of the human body. Thus, we suggest a new method that employs simulated 3D human models to generate new data for training the network.

Keywords: human recognition, deep learning, drones, disaster mitigation

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Authors: S. Kittipongvises, A. Dubsok

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The mineral and mining industry is necessary for countries to have an adequate and reliable supply of materials to meet their socio-economic development. Despite its importance, the environmental impacts from mineral exploration are hugely significant. This study aimed to investigate and quantify the amount of GHGs emissions emitted from both electricity and diesel vehicle fuel consumption in basalt mining in Thailand. Plant A, located in the northeastern region of Thailand, was selected as a case study. Results indicated that total GHGs emissions from basalt mining and operation (Plant A) were approximately 2,501,086 kgCO₂e and 1,997,412 kgCO₂e in 2014 and 2015, respectively. The estimated carbon intensity ranged between 1.824 kgCO₂e to 2.284 kgCO₂e per ton of rock product. Scope 1 (direct emissions) was the dominant driver of its total GHGs compared to scope 2 (indirect emissions). As such, transport related combustion of diesel fuels generated the highest GHGs emission (65%) compared to emissions from purchased electricity (35%). Some of the potential implications for mining entities were also presented.

Keywords: basalt mining, diesel fuel, electricity, GHGs emissions, Thailand

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Authors: Edward P. Guillen, A. Karina Martinez Barliza

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Powerline Communications (PLC) as last mile solution to provide communication services, has the advantage of transmitting over channels already used for electrical distribution. However these channels have been not designed with this purpose, for that reason telecommunication companies in Colombia want to know how good would be using PLC in costs and network performance in comparison to cable modem or DSL. This paper analyzes PLC throughput for residential complex scenarios using a PLC network scenarios and some statistical results are shown.

Keywords: home network, power line communication, throughput analysis, power factor, cost, last mile solution

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Authors: Rajalaxmi N., Padma Bhat, Pooja Garag, Pooja N. M., V. S. Hombalimath

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Microbial fuel cell (MFC) is the advancement of science that aims at utilizing the oxidizing potential of bacteria for wastewater treatment and production of bio-hydrogen and bio-electricity. Salt-bridge is the economic alternative to highly priced proton-exchange membrane in the construction of a microbial fuel cell. This paper studies the electricity generating capacity of E.coli and Clostridium sporogenes in microbial fuel cells (MFCs). Unlike most of MFC research, this targets the long term goals of renewable energy production and wastewater treatment. In present study the feasibility and potential of bioelectricity production from different wastewater was observed. Different wastewater was primarily treated which were confirmed by the COD tests which showed reduction of COD. We observe that the electricity production of MFCs decreases almost linearly after 120 hrs. The sewage wastewater containing Clostridium sporogenes showed bioelectricity production up to 188mV with COD removal of 60.52%. Sewage wastewater efficiently produces bioelectricity and this also helpful to reduce wastewater pollution load.

Keywords: microbial fuel cell, bioelectricity, wastewater, salt bridge, COD

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Authors: Syed Umair Aziz, Muhammad Faheem, Sameer Hussain, Faraz Idris

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Content centric network is the network based on the mechanism of sending and receiving the data based on the interest and data request to the specified node (which has cached data). In this network, the security is bind with the content not with the host hence making it host independent and secure. In this network security is applied by taking content’s MAC (message authentication code) and encrypting it with the public key of the receiver. On the receiver end, the message is first verified and after verification message is saved and decrypted using the receiver's private key.

Keywords: content centric network, client-server, host security threats, message authentication code, named data network, network caching, peer-to-peer

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Authors: M. Adjabi, A. Amiar, P. O. Logerais

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Flexible Alternative Current Systems Transmission (FACTS) are used since nearly four decades and present very good dynamic performances. The purpose of this work is to study the behavior of a system where Static Compensator (STATCOM) is located at the midpoint of a transmission line which is the idea of the project functioning in disturbed modes with various levels of load. The studied model and starting from the analysis of various alternatives will lead to the checking of the aptitude of the STATCOM to maintain the voltage plan and to improve the power flow in electro-energetic system which is the east region of Algerian 400 kV transmission network. The steady state performance of STATCOM’s controller is analyzed through computer simulations with Matlab/Simulink program. The simulation results have demonstrated that STATCOM can be effectively applied in power transmission systems to solve the problems of poor dynamic performance and voltage regulation.

Keywords: STATCOM, reactive power, power flow, voltage plan, Algerian network

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Authors: M. Adjabi, A. Amiar, P. O. Logerais

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Flexible Alternative Current Systems Transmission (FACTS) are used since nearly four decades and present very good dynamic performances. The purpose of this work is to study the behavior of a system where Static Compensator (STATCOM) is located at the midpoint of a transmission line which is the idea of the project functioning in disturbed modes with various levels of load. The studied model and starting from the analysis of various alternatives will lead to the checking of the aptitude of the STATCOM to maintain the voltage plan and to improve the power flow in electro-energetic system which is the east region of Algerian 400 kV transmission network. The steady state performance of STATCOM’s controller is analyzed through computer simulations with Matlab/Simulink program. The simulation results have demonstrated that STATCOM can be effectively applied in power transmission systems to solve the problems of poor dynamic performance and voltage regulation.

Keywords: STATCOM, reactive power, power flow, voltage plan, Algerian network

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Authors: Kemka C. Ihemelandu, Chukwuemeka U. Ihemelandu

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The incidence of melanoma has been increasing rapidly over the past two decades, making melanoma a current public health crisis. Unfortunately, even as screening efforts continue to expand in an effort to ameliorate the death rate from melanoma, there is a need to improve diagnostic accuracy to decrease misdiagnosis. Artificial intelligence (AI) a new frontier in patient care has the ability to improve the accuracy of melanoma diagnosis. Convolutional neural network (CNN) a form of deep neural network, most commonly applied to analyze visual imagery, has been shown to outperform the human brain in pattern recognition. However, there are noted limitations with the accuracy of the CNN models. Our aim in this study was the optimization of convolutional neural network algorithms for the automated diagnosis of melanoma. We hypothesized that Optimal selection of the momentum and batch hyperparameter increases model accuracy. Our most successful model developed during this study, showed that optimal selection of momentum of 0.25, batch size of 2, led to a superior performance and a faster model training time, with an accuracy of ~ 83% after nine hours of training. We did notice a lack of diversity in the dataset used, with a noted class imbalance favoring lighter vs. darker skin tone. Training set image transformations did not result in a superior model performance in our study.

Keywords: melanoma, convolutional neural network, momentum, batch hyperparameter

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Authors: Lan Wu

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The declared transformation towards a ‘new electricity system dominated by renewable energy’ by China requires a cleaner electricity consumption mix with high shares of renewable energy sourced-electricity (RES-E). Unfortunately, integration of RES-E into Chinese electricity markets remains a problem pending more robust legal support, evidenced by the curtailment of wind and solar power as a consequence of integration constraints. The upcoming energy law of the PRC (energy law) is expected to provide such long-awaiting support and coordinate the existing diverse sector-specific laws to deal with the weak implementation that dampening the delivery of their desired regulatory effects. However, in the shadow of the COVID-19 crisis, it remains uncertain how this new energy law brings synergies to RES-E integration, mindful of the significant impacts of the pandemic. Through the theoretical lens of the interplay between China’s electricity reform and legislative development, the present paper investigates whether there is a paradigm shift in energy law regarding renewable energy integration compared with the existing sector-specific energy laws. It examines the 2020 draft for comments on the energy law and analyses its relationship with sector-specific energy laws focusing on RES-E integration. The comparison is drawn upon five key aspects of the RES-E integration issue, including the status of renewables, marketisation, incentive schemes, consumption mechanisms, access to power grids, and dispatching. The analysis shows that it is reasonable to expect a more open and well-organized electricity market enabling absorption of high shares of RES-E. The present paper concludes that a period of prosperous development of RES-E in the post-COVID-19 era can be anticipated with the legal support by the upcoming energy law. It contributes to understanding the signals China is sending regarding the transition towards a cleaner energy future.

Keywords: energy law, energy transition, electricity market reform, renewable energy integration

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Authors: Maath M. Musleh

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This research aims to study recent trends in the Palestinian feminist movement through the case study of Tal3at. The study uses social network analysis as its primary method to analyze Twitter data. It attempts to interpret results through the lens of network theories and Parson’s AGIL paradigm. The study reveals major structural weaknesses in the Tal3at network. Our findings suggest that the movement will decline soon as sentiments of alienation amongst Palestinian women increases. These findings were validated by a couple of central actors in the network. This study contributes an SNA approach to the understanding of the understudied Palestinian feminism.

Keywords: feminism, Palestine, social network analysis, Tal3at

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Authors: S. Neelima, P. S. Subramanyam

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The major tool for distribution planning is load forecasting, which is the anticipation of the load in advance. Artificial neural networks have found wide applications in load forecasting to obtain an efficient strategy for planning and management. In this paper, the application of neural networks to study the design of short term load forecasting (STLF) Systems was explored. Our work presents a pragmatic methodology for short term load forecasting (STLF) using proposed two-stage model of wavelet transform (WT) and artificial neural network (ANN). It is a two-stage prediction system which involves wavelet decomposition of input data at the first stage and the decomposed data with another input is trained using a separate neural network to forecast the load. The forecasted load is obtained by reconstruction of the decomposed data. The hybrid model has been trained and validated using load data from Telangana State Electricity Board.

Keywords: electrical distribution systems, wavelet transform (WT), short term load forecasting (STLF), artificial neural network (ANN)

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Authors: Vishnu Pratap Singh Kirar

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The main aim of the communication system is to achieve maximum performance. In cognitive radio, any user or transceiver have the ability to sense best suitable channel, while the channel is not in use. It means an unlicensed user can share the spectrum of licensed user without any interference. Though the spectrum sensing consumes a large amount of energy and it can reduce by applying various artificial intelligent methods for determining proper spectrum holes. It also increases the efficiency of Cognitive Radio Network (CRN). In this survey paper, we discuss the use of different learning models and implementation of Artificial Neural Network (ANN) to increase the learning and decision-making capacity of CRN without affecting bandwidth, cost and signal rate.

Keywords: artificial neural network, cognitive radio, cognitive radio networks, back propagation, spectrum sensing

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Authors: Imen Bouazzi

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The IEEE-802.15.4 standard utilizes the CSMA-CA mechanism to control nodes access to the shared wireless communication medium. It is becoming the popular choice for various applications of surveillance and control used in wireless sensor network (WSN). The benefit of this standard is evaluated regarding of the packet loss probability who depends on the configuration of IEEE 802.15.4 MAC parameters and the traffic load. Our exigency is to evaluate the effects of various configurable MAC parameters on the performance of beaconless IEEE 802.15.4 networks under different traffic loads, static values of IEEE 802.15.4 MAC parameters (macMinBE, macMaxCSMABackoffs, and macMaxFrame Retries) will be evaluated. To performance analysis, we use ns-2[2] network simulator.

Keywords: WSN, packet loss, CSMA/CA, IEEE-802.15.4

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Authors: Abdulqader Rasool Feqi Mohammed, Ergun Erçelebi̇

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A large number of hospitals from developed countries are adopting hospital information system to bring efficiency in hospital information system. The purpose of this project is to research on new network security techniques in order to enhance the current network security structure of save a hospital information system (HIS). This is very important because, it will avoid the system from suffering any attack. Security architecture was optimized but there are need to keep researching on best means to protect the network from future attacks. In this final project research, security techniques were uncovered to produce best network security results when implemented in an integrated framework.

Keywords: hospital information system, HIS, network security techniques, internet protocol, IP, network

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Authors: C. Benoudjafer, M. N. Tandjaoui, C. Benachaiba

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The use of kinetic energy of the wind is in full rise in the world and it starts to be known in our country but timidly. One or more aero generators can be installed to produce for example electricity on isolated places or not connected to the electrical supply network. To use the wind as energy source, it is necessary to know first the energy needs for the population and study the wind intensity, speed, frequency and direction.

Keywords: Algeria, renewable energies, wind, wind power, aero-generators, wind energetic potential

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Authors: Tapan Jain, Davender Singh Saini

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Clustering is a useful mechanism in wireless sensor networks which helps to cope with scalability and data transmission problems. The basic aim of our research work is to provide efficient clustering using Hierarchical agglomerative clustering (HAC). If the distance between the sensing nodes is calculated using their location then it’s quantitative HAC. This paper compares the various agglomerative clustering techniques applied in a wireless sensor network using the quantitative data. The simulations are done in MATLAB and the comparisons are made between the different protocols using dendrograms.

Keywords: routing, hierarchical clustering, agglomerative, quantitative, wireless sensor network

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Authors: Neda Jalaliyoon, Nooh Abu Bakar, Hamed Taherdoost

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The present research recommended balanced scorecard (BSC) framework to appraise the performance of the universities. As the original model of balanced scorecard has four perspectives in order to implement BSC in present research the same model with “financial perspective”, “customer”,” internal process” and “learning and growth” is used as well. With applying fuzzy Delphi method (FDM) and questionnaire sixteen measures of performance were identified. Moreover, with using the analytic network process (ANP) the weights of the selected indicators were determined. Results indicated that the most important BSC’s aspect were Internal Process (0.3149), Customer (0.2769), Learning and Growth (0.2049), and Financial (0.2033) respectively. The proposed BSC framework can help universities to enhance their efficiency in competitive environment.

Keywords: balanced scorecard, higher education, fuzzy delphi method, analytic network process (ANP)

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Authors: Camila Lima, Murilo Andrade Valle, Patrícia Teixeira Leite Asano

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The growth in demand for electricity, caused by human development, depletion and environmental impacts caused by traditional sources of electricity generation have made new energy sources are increasingly encouraged and necessary for companies in the electricity sector. Based on this scenario, this paper assesses the negative environmental impacts associated with thermoelectric power plants in Brazil, pointing out the importance of using renewable energy sources, reducing environmental aggression. This article points out the existence of an energy alternative, wind energy, of the municipalities of São Paulo, represented by georeferenced maps with the help of GIS, using as a premise the indicators of sustainability and multicriteria analysis in the decision-making process.

Keywords: GIS (geographic information systems), multicriteria analysis, sustainability, wind energy

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Authors: S. K. Gupta, Richa Bansal

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In a deregulated power system structure, power producers, and customers share a common transmission network for wheeling power from the point of generation to the point of consumption. All parties in this open access environment may try to purchase the energy from the cheaper source for greater profit margins, which may lead to overloading and congestion of certain corridors of the transmission network. This may result in violation of line flow, voltage and stability limits and thereby undermine the system security. Utilities therefore need to determine adequately their Available Transfer Capability (ATC) to ensure that system reliability is maintained while serving a wide range of bilateral and multilateral transactions. This paper presents power transfer distribution factor based on AC load flow for the determination and enhancement of ATC. The study has been carried out for IEEE 24 bus Reliability Test System.

Keywords: available transfer capability, FACTS devices, power transfer distribution factors, electric

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Authors: Sidra Shabbir, Ayesha Manzoor, Mehreen Sirshar

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The use of the network communication has imposed serious threats to the security of assets over the network. Network security is getting more prone to active and passive attacks which may result in serious consequences to data integrity, confidentiality and availability. Various cryptographic techniques have been proposed in the past few years to combat with the concerned problem by ensuring quality but in order to have a fully secured network; a framework of new cryptosystem was needed. This paper discusses certain cryptographic techniques which have shown far better improvement in the network security with enhanced quality assurance. The scope of this research paper is to cover the security pitfalls in the current systems and their possible solutions based on the new cryptosystems. The development of new cryptosystem framework has paved a new way to the widespread network communications with enhanced quality in network security.

Keywords: cryptography, network security, encryption, decryption, integrity, confidentiality, security algorithms, elliptic curve cryptography

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Authors: Feng-jie Xie, Jian-hong Yan

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Based on the complex network theory, we construct the air cargo network of the Belt and Road area, analyze its regional distribution and structural characteristics, measure the robustness of the network. The regional distribution results show that Southeast Asia and China have the most prominent development in the air cargo network of the Belt and Road area, Central Asia is the least developed. The structure characteristics found that the air cargo network has obvious small-world characteristics; the degree distribution has single-scale property; it shows a significant rich-club phenomenon simultaneously. The network robustness is measured by two attack strategies of degree and betweenness, but the betweenness of network nodes has a greater impact on network connectivity. And identified 24 key cities that have a large impact on the robustness of the network under the two attack strategies. Based on these results, recommendations are given to maintain the air cargo network connectivity in the Belt and Road area.

Keywords: air cargo, complex network, robustness, structure properties, The Belt and Road

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Authors: Hassan M. H. Mustafa

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This piece of research addresses an interesting comparative analytical study. Which considers two concepts of diverse algorithmic computational intelligence approaches related tightly with Neural and Non-Neural Systems. The first algorithmic intelligent approach concerned with observed obtained practical results after three neural animal systems’ activities. Namely, they are Pavlov’s, and Thorndike’s experimental work. Besides a mouse’s trial during its movement inside figure of eight (8) maze, to reach an optimal solution for reconstruction problem. Conversely, second algorithmic intelligent approach originated from observed activities’ results for Non-Neural Ant Colony System (ACS). These results obtained after reaching an optimal solution while solving Traveling Sales-man Problem (TSP). Interestingly, the effect of increasing number of agents (either neurons or ants) on learning performance shown to be similar for both introduced systems. Finally, performance of both intelligent learning paradigms shown to be in agreement with learning convergence process searching for least mean square error LMS algorithm. While its application for training some Artificial Neural Network (ANN) models. Accordingly, adopted ANN modeling is a relevant and realistic tool to investigate observations and analyze performance for both selected computational intelligence (biological behavioral learning) systems.

Keywords: artificial neural network modeling, animal learning, ant colony system, traveling salesman problem, computational biology

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Authors: Jin Xu

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5G network developers need to satisfy the necessary requirements of additional capacity from massive users and spectrally efficient wireless technologies. Therefore, the significant amount of underutilized spectrum in network is motivating operators to combine long-term evolution (LTE) with intelligent spectrum management technology. This new LTE intelligent spectrum management in unlicensed band (LTE-U) has the physical layer topology to access spectrum, specifically the 5-GHz band. We proposed a new intelligent cloud RAN for 5G.

Keywords: cloud radio access network, wireless network, cloud computing, multi-agent

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Authors: Mary Anne Roa

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Congestion in network occurs due to exceed in aggregate demand as compared to the accessible capacity of the resources. Network congestion will increase as network speed increases and new effective congestion control methods are needed, especially for today’s very high speed networks. To address this undeniably global issue, the study focuses on the development of a fuzzy-based congestion control model concerned with allocating the resources of a computer network such that the system can operate at an adequate performance level when the demand exceeds or is near the capacity of the resources. Fuzzy logic based models have proven capable of accurately representing a wide variety of processes. The model built is based on bandwidth, the aggregate incoming traffic and the waiting time. The theoretical analysis and simulation results show that the proposed algorithm provides not only good utilization but also low packet loss.

Keywords: congestion control, queue management, computer networks, fuzzy logic

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Authors: Reuben Kinyuru Njuguna, Martin Mabuya Njuguna

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Digital platforms, such as The Internet, and the advent of digital marketing strategies, have led to many changes in the marketing of goods and services. These have resulted in improved service quality, enhanced customer relations, productivity gains, marketing transaction cost reductions, improved customer service and flexibility in fulfilling customers’ changing needs and lifestyles. Consequently, the purpose of this study was to determine the effect of digital marketing practices on the financial performance of mobile network operators in the telecommunications industry in Kenya. The objectives of the study were to establish how digital customer relationship management strategies on performance of mobile network operators in Kenya. The study used an explanatory cross-sectional survey research design, while the target population was made up of from the 4 major mobile network operators in Kenya, namely Safaricom Limited, Airtel Networks Kenya Limited, Finserve Africa Limited and Telkom Kenya Limited. Sampling strategy was stratified sampling with a sample size of 97 respondents. Digital customer relationship strategies were seen to influence firm performance, through enhancing convenience, building trust, encouraging growth in market share through creating sustainable relationships, building commitment with customers, enhancing customer retention and customer satisfaction. Digital customer relationship management were seen to maximize gross profits by increasing customer satisfaction, loyalty and retention. The study recommended upscaling the use of digital customer relationship management strategies to further enhance firm performance, given their great potential in this regard.

Keywords: customer relationship management, customer service delivery, performance, customer satisfaction

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