Search results for: public user.

Authors: J. Berčík, A. Mravcová, A. Rusková, P. Jurčišin, R. Virágh

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The online world is changing every day. With this comes the emergence and development of new business models. One of them is the sale of several types of products in one place. This type of sales in the form of online marketplaces has undergone a positive development in recent years and represents a kind of alternative to brick-and-mortar shopping centers. The main philosophy is to buy several products under one roof. Examples of popular e-commerce marketplaces are Amazon, eBay or Allegro. Their share of total e-commerce turnover is expected to even double in the coming years. The paper highlights possibilities for testing web applications and online marketplace using emerging methods like stationary eye camera (Eye tracking) and facial analysis (FaceReading).

Keywords: Emerging methods, consumer neuroscience, e-commerce, marketplace, user experience, user interface.

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Authors: G. Schuh, S. Aghassi

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In order to bridge the gap between research and industry, promoting technology and knowledge transfer becomes increasingly important. Especially small- and medium-sized enterprises, having only little R&D resources themselves, depend on external technology development activities for remaining innovative. Academia research on the other hand needs potential industrial partners, who are capable and willing to commercialize their technologies as most public funding programs require some sort of technology transfer or dissemination activities. Modern web technologies offer more and more “social” functionalities and open up new ways of user interaction. In the past years several technology transfer platforms were developed, making use of modern web technologies in order to enable and support technology transfer. In this paper we report on the results of a state-of-the art analyses of existing technology transfer platforms, point out their advantages and deficits and give a perspective to the development of an improved technology transfer platform.

Keywords: Knowledge transfer, social software, technology management, technology transfer.

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Authors: Yolanda Ramírez, Ángel Tejada, Agustín Baidez

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The purpose of this paper is to examine the quality of voluntary intellectual capital disclosure by public Spanish universities on their websites. To this end, a content analysis was used to analyze the websites of 50 public Spanish universities i 2016. The results of this study show that human capital was the most disclosed category with relational capital being the least frequently disclosed in Spain. However, the quality of structural capital disclosures was higher than relational and human capital. Finally, most IC disclosures were narrative in nature.

Keywords: Intellectual capital, quality disclosure, websites, universities, Spain.

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Authors: Yolanda Ramírez, Ángel Tejada, Agustín Baidez

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In the higher education setting, there is a current trend in society toward greater openness and transparency. The economic, social and political changes that have occurred in recent years in public sector universities (particularly the New Public Management, the Bologna Process and the emergence of the “third mission”) call for a wider disclosure of value created by universities to support fundraising activities, to ensure accountability in the use of public funds and the outcomes of research and teaching, as well as close relationships with industries and territories. The paper has two purposes: 1) to explore the intellectual capital (IC) disclosure in Spanish universities through their websites, and 2) to identify university profiles. This study applies a content analysis to analyze the institutional websites of Spanish public universities and a cluster analysis. The analysis reveals that Spanish universities’ website content usually relates to human capital, while structural and relational capitals are less widely disclosed. Our research identifies three behavioral profiles of Spanish universities with regard to the online disclosure of IC (universities more proactive, universities less proactive and universities adopt a middle position in this regard. The results can serve as encouragement to university managers to enhance online IC disclosure to meet the information needs of university stakeholders.

Keywords: Universities, intellectual capital, disclosure, Internet.

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Authors: Rohiza Ahmad, Rozana Kasbon, Eliza Mazmee Mazlan, Aliza Sarlan

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Due to the mobility of users, many information systems are now developed with the capability of supporting retrieval of information from both static and mobile users. Hence, the amount, content and format of the information retrieved will need to be tailored according to the device and the user who requested for it. Thus, this paper presents a framework for the design and implementation of such a system, which is to be developed for communicating final examination related information to the academic community at one university in Malaysia. The concept of personalization will be implemented in the system so that only highly relevant information will be delivered to the users. The personalization concept used will be based on user profiling as well as context. The system in its final state will be accessible through cell phones as well as intranet connected personal computers.

Keywords: System framework, personalization, informationcommunicating system, multi-device.

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Authors: Sayed Abdul Rahman Sadaat, Nsenda Lukumwena

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Traffic congestion is a worldwide issue, especially in developing countries. This is also the case of Afghanistan, especially in Kabul-the capital city, whose rapid population growth makes it the fifth fastest growing city in the world. Traffic congestion affects not only the mobility of people and goods but also the air quality that leads to numerous deaths (3000 people) every year. There are many factors that contribute to traffic congestion. The insufficiency and inefficiency of public transportation system along with the increase of private vehicles can be considered among the most important contributing factors. This paper addresses the traffic congestion and attempts to suggest possible solutions that can help improve the current public transportation system in Kabul. To this end, the methodology used in this paper includes field work conducted in Kabul city and literature review. The outcome suggests that improving the public transportation system is likely to contribute to the reduction of traffic congestion and the improvement of air quality, thereby reducing the number of death related to air quality.

Keywords: Air quality, Kabul, Afghanistan, public transportation system, improvements, traffic congestion.

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Authors: Noorfakhriah Yaakub, Madzlan Napiah

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Public bus service plays a significant role in our society as people movers and to facilitate travels within towns and districts. The quality of service of public bus is always being regarded as poor, or rather, underestimated as second class means of transportation. Reliability of service, or the ability to deliver service as planned, is one key element in perceiving the quality of bus service and the punctuality index is one of the performance parameters in determining the service reliability. This study concentrates on evaluating the reliability performance of bus operation using punctuality index assessment. A week data for each of six city bus routes is recorded using the on-board methodology to calculate the punctuality index for city bus service in Kota Bharu. The results revealed that the punctuality index for the whole city bus network is 94.25% (LOS B).

Keywords: Punctuality Index, Reliability Performance, Service Performance.

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Authors: William Xiu Shun Wong, Myungsu Lim, Yoonjin Hyun, Chen Liu, Seongi Choi, Dasom Kim, Kee-Young Kwahk, Namgyu Kim

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Recently, many users have begun to frequently share their opinions on diverse issues using various social media. Therefore, numerous governments have attempted to establish or improve national policies according to the public opinions captured from various social media. In this paper, we indicate several limitations of the traditional approaches to analyze public opinion on science and technology and provide an alternative methodology to overcome these limitations. First, we distinguish between the science and technology analysis phase and the social issue analysis phase to reflect the fact that public opinion can be formed only when a certain science and technology is applied to a specific social issue. Next, we successively apply a start list and a stop list to acquire clarified and interesting results. Finally, to identify the most appropriate documents that fit with a given subject, we develop a new logical filter concept that consists of not only mere keywords but also a logical relationship among the keywords. This study then analyzes the possibilities for the practical use of the proposed methodology thorough its application to discover core issues and public opinions from 1,700,886 documents comprising SNS, blogs, news, and discussions.

Keywords: Big data, social network analysis, text mining, topic modeling.

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Authors: Freeman Ntuli

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An overview of the important aspects of managing and controlling industrial effluent discharges to public sewers namely sampling, characterization, quantification and legislative controls has been presented. The findings have been validated by means of a case study covering three industrial sectors namely, tanning, textile finishing and food processing industries. Industrial effluents discharges were found to be best monitored by systematic and automatic sampling and quantified using water meter readings corrected for evaporative and consumptive losses. Based on the treatment processes employed in the public owned treatment works and the chemical oxygen demand and biochemical oxygen demand levels obtained, the effluent from all the three industrial sectors studied were found to lie in the toxic zone. Thus, physico-chemical treatment of these effluents is required to bring them into the biodegradable zone. KL values (quoted to base e) were greater than 0.50 day-1 compared to 0.39 day-1 for typical municipality wastewater.

Keywords: biodegradability, industrial effluent, pollution control, public sewers

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Authors: Markus Kaiser, Johannes Buchmann

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In this article, a formal specification and verification of the Rabin public-key scheme in a formal proof system is presented. The idea is to use the two views of cryptographic verification: the computational approach relying on the vocabulary of probability theory and complexity theory and the formal approach based on ideas and techniques from logic and programming languages. A major objective of this article is the presentation of the first computer-proved implementation of the Rabin public-key scheme in Isabelle/HOL. Moreover, we explicate a (computer-proven) formalization of correctness as well as a computer verification of security properties using a straight-forward computation model in Isabelle/HOL. The analysis uses a given database to prove formal properties of our implemented functions with computer support. The main task in designing a practical formalization of correctness as well as efficient computer proofs of security properties is to cope with the complexity of cryptographic proving. We reduce this complexity by exploring a light-weight formalization that enables both appropriate formal definitions as well as efficient formal proofs. Consequently, we get reliable proofs with a minimal error rate augmenting the used database, what provides a formal basis for more computer proof constructions in this area.

Keywords: public-key encryption, Rabin public-key scheme, formalproof system, higher-order logic, formal verification.

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Authors: Stefania Arguelles Reyes, Octavio José Salcedo Parra, Alberto Acosta López

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This paper presents a web application for the improvement of images through recognition. The web application is based on the analysis of picture-based recognition methods that allow an improvement on the physical appearance of people posting in social networks. The basis relies on the study of tools that can correct or improve some features of the face, with the help of a wide collection of user images taken as reference to build a facial profile. Automatic facial profiling can be achieved with a deeper study of the Object Detection Library. It was possible to improve the initial images with the help of MATLAB and its filtering functions. The user can have a direct interaction with the program and manually adjust his preferences.

Keywords: Application, MATLAB, make up, model, recognition.

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Authors: Mike Dee

Abstract:

Urban public spaces are sutured with a range of surveillance and sensor technologies that claim to enable new forms of ‘data based citizen participation’, but also increase the tendency for ‘function-creep’, whereby vast amounts of data are gathered, stored and analysed in a broad application of urban surveillance. This kind of monitoring and capacity for surveillance connects with attempts by civic authorities to regulate, restrict, rebrand and reframe urban public spaces. A direct consequence of the increasingly security driven, policed, privatised and surveilled nature of public space is the exclusion or ‘unfavourable inclusion’ of those considered flawed and unwelcome in the ‘spectacular’ consumption spaces of many major urban centres. In the name of urban regeneration, programs of securitisation, ‘gentrification’ and ‘creative’ and ‘smart’ city initiatives refashion public space as sites of selective inclusion and exclusion. In this context of monitoring and control procedures, in particular, children and young people’s use of space in parks, neighbourhoods, shopping malls and streets is often viewed as a threat to the social order, requiring various forms of remedial action. This paper suggests that cities, places and spaces and those who seek to use them, can be resilient in working to maintain and extend democratic freedoms and processes enshrined in Marshall’s concept of citizenship, calling sensor and surveillance systems to account. Such accountability could better inform the implementation of public policy around the design, build and governance of public space and also understandings of urban citizenship in the sensor saturated urban environment.

Keywords: Citizenship, Public Space, Surveillance, Young People.

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Authors: Vasudha Bhatnagar, Ahmed Sultan Al-Hegami, Naveen Kumar

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Rule Discovery is an important technique for mining knowledge from large databases. Use of objective measures for discovering interesting rules leads to another data mining problem, although of reduced complexity. Data mining researchers have studied subjective measures of interestingness to reduce the volume of discovered rules to ultimately improve the overall efficiency of KDD process. In this paper we study novelty of the discovered rules as a subjective measure of interestingness. We propose a hybrid approach based on both objective and subjective measures to quantify novelty of the discovered rules in terms of their deviations from the known rules (knowledge). We analyze the types of deviation that can arise between two rules and categorize the discovered rules according to the user specified threshold. We implement the proposed framework and experiment with some public datasets. The experimental results are promising.

Keywords: Knowledge Discovery in Databases (KDD), Interestingness, Subjective Measures, Novelty Index.

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Authors: W. Kongnoo, J. Loysongkroa, S. Chotivichien, N. Viriyautsahakul, N. Saiwongse

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Obesity, stunting and wasting problems among Thai school-aged children are increasing due to inappropriate food consumption behavior and poor environments for desirable nutritional behavior. Because of a low school lunch budget of only 0.40 USD per person per day, food quality is not up to nutritional standards. Therefore, the Health Department with the Education Ministry and the Thai Health Promotion Foundation have developed a quality school lunch project during 2009–2013. The program objectives were development and management of public policy to increase school lunch budget. The methods used a healthy public policy motivation process and movement in 241 local administrative organizations and 538 schools. The problem and solution research was organized to study school food and nutrition management, create a best practice policy mobilization model and hold a public hearing to motivate an increase of school meal funding. The results showed that local public policy has been motivated during 2009-2011 to increase school meal budget using local budgets. School children with best food consumption behavior and exercise increased from 13.2% in 2009 to 51.6% in 2013 and stunting decreased from 6.0% in 2009 to 4.7% in 2013. As the result of national policy motivation (2012-2013), the cabinet meeting on October 22, 2013 has approved an increase of school lunch budget from 0.40 USD to 0.62 USD per person per day. Thus, 5,800,469 school children nationwide have benefited from the budget increase.

Keywords: Public policy, Quality school lunch, Thailand.

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Authors: Nargess Mottaghi Golshan, Siti Zaleha Abdul Rasid

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Purpose:This paper aims to gain insights to the influential factors of ERM adoptions by public listed firms in Malaysia. Findings:The two factors of financial leverage and auditor type were found to be significant influential factors for ERM adoption. In other words the findings indicated that firms with higher financial leverage and with a Big Four auditor are more likely to have a form of ERM framework in place. Originality/Value:Since there are relatively few studies conducted in this area and specially in developing economies like Malaysia, this study will broaden the scope of literature by providing novel empirical evidence.

Keywords: Enterprise risk management, risk, public listed company.

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Authors: Karin Hansson, Göran Cars, Mats Danielson, Love Ekenberg, Aron Larsson

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Within the realm of e-government, the development has moved towards testing new means for democratic decisionmaking, like e-panels, electronic discussion forums, and polls. Although such new developments seem promising, they are not problem-free, and the outcomes are seldom used in the subsequent formal political procedures. Nevertheless, process models offer promising potential when it comes to structuring and supporting transparency of decision processes in order to facilitate the integration of the public into decision-making procedures in a reasonable and manageable way. Based on real-life cases of urban planning processes in Sweden, we present an outline for an integrated framework for public decision making to: a) provide tools for citizens to organize discussion and create opinions; b) enable governments, authorities, and institutions to better analyse these opinions; and c) enable governments to account for this information in planning and societal decision making by employing a process model for structured public decision making.

Keywords: Negotiation games, Agenda setting, Multi-criteria decision analysis, Elicitation method.

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Authors: Abdoulaye Diop, Nahid Emad, Thierry Winter, Mohamed Hilia

Abstract:

Data assets protection is a crucial issue in the cybersecurity field. Companies use logical access control tools to vault their information assets and protect them against external threats, but they lack solutions to counter insider threats. Nowadays, insider threats are the most significant concern of security analysts. They are mainly individuals with legitimate access to companies information systems, which use their rights with malicious intents. In several fields, behavior anomaly detection is the method used by cyber specialists to counter the threats of user malicious activities effectively. In this paper, we present the step toward the construction of a user and entity behavior analysis framework by proposing a behavior anomaly detection model. This model combines machine learning classification techniques and graph-based methods, relying on linear algebra and parallel computing techniques. We show the utility of an ensemble learning approach in this context. We present some detection methods tests results on an representative access control dataset. The use of some explored classifiers gives results up to 99% of accuracy.

Keywords: Cybersecurity, data protection, access control, insider threat, user behavior analysis, ensemble learning, high performance computing.

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Authors: Marcos Devaner, Marcela Alves, Cledson Braga, Fabiano Alves, Wilton Bezerra

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This article discusses the inclusion of people with disabilities in the process of testing an accessible system solution for distance education. The accessible system, team profile, methodologies and techniques covered in the testing process are presented. The testing process shown in this paper was designed from the experience with user. The testing process emerged from lessons learned from past experiences and the end user is present at all stages of the tests. Also, lessons learned are reported and how it was possible the maturing of the team and the methods resulting in a simple, productive and effective process.

Keywords: Experience report, accessible systems, software testing, testing process, systems, e-learning.

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Authors: Radek Malinský, Ivan Jelínek

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The current web has become a modern encyclopedia, where people share their thoughts and ideas on various topics around them. This kind of encyclopedia is very useful for other people who are looking for answers to their questions. However, with the growing popularity of social networking and blogging and ever expanding network services, there has also been a growing diversity of technologies along with a different structure of individual web sites. It is therefore difficult to directly find a relevant answer for a common Internet user. This paper presents a web application for the real-time end-to-end analysis of selected Internet trends where the trend can be whatever the people post online. The application integrates fully configurable tools for data collection and analysis using selected webometric algorithms, and for its chronological visualization to user. It can be assumed that the application facilitates the users to evaluate the quality of various products that are mentioned online.

Keywords: Trend, visualizer, web analysis, web 2.0.

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Authors: Jürgen Dorn, Tabbasum Naz

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In the area of Human Resource Management, the trend is towards online exchange of information about human resources. For example, online applications for employment become standard and job offerings are posted in many job portals. However, there are too many job portals to monitor all of them if someone is interested in a new job. We developed a prototype for integrating information of different job portals into one meta-search engine. First, existing job portals were investigated and XML schema documents were derived automated from these portals. Second, translation rules for transforming each schema to a central HR-XML-conform schema were determined. The HR-XML-schema is used to build a form for searching jobs. The data supplied by a user in this form is now translated into queries for the different job portals. Each result obtained by a job portal is sent to the meta-search engine that ranks the result of all received job offers according to user's preferences.

Keywords: Meta-search, Information extraction and integration, human resource management, job search.

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Authors: A. Joseph, D.B.L. Bong, D.A.A. Mat

Abstract:

Security has been an important issue and concern in the smart home systems. Smart home networks consist of a wide range of wired or wireless devices, there is possibility that illegal access to some restricted data or devices may happen. Password-based authentication is widely used to identify authorize users, because this method is cheap, easy and quite accurate. In this paper, a neural network is trained to store the passwords instead of using verification table. This method is useful in solving security problems that happened in some authentication system. The conventional way to train the network using Backpropagation (BPN) requires a long training time. Hence, a faster training algorithm, Resilient Backpropagation (RPROP) is embedded to the MLPs Neural Network to accelerate the training process. For the Data Part, 200 sets of UserID and Passwords were created and encoded into binary as the input. The simulation had been carried out to evaluate the performance for different number of hidden neurons and combination of transfer functions. Mean Square Error (MSE), training time and number of epochs are used to determine the network performance. From the results obtained, using Tansig and Purelin in hidden and output layer and 250 hidden neurons gave the better performance. As a result, a password-based user authentication system for smart home by using neural network had been developed successfully.

Keywords: Neural Network, User Authentication, Smart Home, Security

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Authors: Keunhong Chae, Youngpo Lee, Seokho Yoon

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In cognitive radio (CR) systems, the primary user (PU) signal would randomly depart or arrive during the sensing period of a CR user, which is referred to as the high traffic environment. In this paper, we propose a novel spectrum sensing scheme based on the cyclostationarity of PU signals in high traffic environments. Specifically, we obtain a test statistic by applying an estimate of spectral autocoherence function of the PU signal to the generalized- likelihood ratio. From numerical results, it is confirmed that the proposed scheme provides a better spectrum sensing performance compared with the conventional spectrum sensing scheme based on the energy of the PU signals in high traffic environments.

Keywords: Spectrum sensing, cyclostationarity, high traffic environments.

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Authors: Jong-won Lee

Abstract:

Since Cloud environment has appeared as the most powerful keyword in the computing industry, the growth in VDI (Virtual Desktop Infrastructure) became remarkable in domestic market. In recent years, with the trend that mobile devices such as smartphones and pads spread so rapidly, the strengths of VDI that allows people to access and perform business on the move along with companies' office needs expedite more rapid spread of VDI. In this paper, mobile OTP (One-Time Password) authentication method is proposed to secure mobile device portability through rapid and secure authentication using mobile devices such as mobile phones or pads, which does not require additional purchase or possession of OTP tokens of users. To facilitate diverse and wide use of Services in the future, service should be continuous and stable, and above all, security should be considered the most important to meet advanced portability and user accessibility, the strengths of VDI.

Keywords: Cloud, VDI, OTP, Mobility

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Authors: An-Shik Yang, Chih-Yung Wen, Chiang-Ho Cheng, Yu-Hsuan Juan

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The objective of this study is to conduct computational fluid dynamic (CFD) simulations for evaluating the cooling efficacy from vegetation implanted in a public park in the Taipei, Taiwan. To probe the impacts of park renewal by means of adding three pavilions and supplementary green areas on urban microclimates, the simulated results have revealed that the park having a higher percentage of green coverage ratio (GCR) tended to experience a better cooling effect. These findings can be used to explore the effects of different greening modifications on urban environments for achieving an effective thermal comfort in urban public spaces.

Keywords: CFD simulations, green coverage ratio, urban heat island, urban public park.

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Authors: Yousra Zakaria Ahmed, Ahmed El Gendy, Salah El Haggar

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In this paper, our methodology to assess sustainability of wastewater treatment technologies in Egypt is presented. The preliminary list of factors to be considered, as well as their ranking listed. The factors include, but are not limited to pollutants removal efficiency and energy consumption under the environmental dimension, construction cost, operation and maintenance costs and required land area cost under the economic dimension and public acceptance, noise and generating job opportunities for local residents. This methodology is intended to be a user-friendly screening tool to support the decision making process when investigating different wastewater treatment technologies in Egypt. Based on the research work results presented in this paper, it can be generally concluded that the categorization of some of the social and environmental aspects of sustainability is subjective and highly dependent on the local conditions and researchers’ background.

Keywords: Sustainability, wastewater treatment, sustainability assessment, Egypt.

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Authors: Lu Yanhui, Wang Chunming, Yin Changchuan, Yue Guangxin

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In this paper, we address the problem of adaptive radio resource allocation (RRA) and packet scheduling in the downlink of a cellular OFDMA system, and propose a downlink multi-carrier proportional fair (MPF) scheduler and its joint with adaptive RRA algorithm to distribute radio resources among multiple users according to their individual QoS requirements. The allocation and scheduling objective is to maximize the total throughput, while at the same time maintaining the fairness among users. The simulation results demonstrate that the methods presented provide for user more explicit fairness relative to RRA algorithm, but the joint scheme achieves the higher sum-rate capacity with flexible parameters setting compared with MPF scheduler.

Keywords: OFDMA, adaptive radio resource allocation, scheduling, QoS.

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Authors: An-Shik Yang, Chiang-Ho Cheng, Jen-Hao Wu, Yu-Hsuan Juan

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Natural ventilation has played an important role for many low energy-building designs. It has been also noticed as a essential subject to persistently bring the fresh cool air from the outside into a building. This study carried out the computational fluid dynamics (CFD)-based simulations to examine the natural ventilation development of a work area in a public building. The simulated results can be useful to better understand the indoor microclimate and the interaction of wind with buildings. Besides, this CFD simulation procedure can serve as an effective analysis tool to characterize the airing performance, and thereby optimize the building ventilation for strengthening the architects, planners and other decision makers on improving the natural ventilation design of public buildings.

Keywords: CFD simulations, Natural ventilation, Microclimate, Wind environment.

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Authors: J. Soini, P. Sillberg, J. Raitaniemi

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The task of strategic information technology management is to focus on adapting technology to ensure competitiveness. A key factor for success in this sector is awareness and readiness to deploy new technologies and exploit the services they offer. Recently, the need for more flexible and dynamic user interfaces (UIs) has been recognized, especially in mobile applications. An ongoing research project (MOP), initiated by TUT in Finland, is looking at how mobile device UIs can be adapted for different needs and contexts. It focuses on examining the possibilities to develop adapter software for solving the challenges related to the UI and its flexibility in mobile devices. This approach has great potential for enhancing information transfer in mobile devices, and consequently for improving information management. The technology presented here could be one of the key emerging technologies in the information technology sector in relation to mobile devices and telecommunications.

Keywords: Emerging technologies, Flexible user interfaces, Information management, Information technology, Mobile technology.

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Authors: Sema Müge Özdemiray

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In line with the new public management approach to provide effective and efficient services necessary to achieve the social goals of public institutions, employees must have the knowledge and skills required by the age. In conjunction with the transition from personnel management to human resources management, it is seen that there is a change in the understanding of in-service training, the understanding of "required in-service training" has switched to the understanding of "continuous in-service training". However, in terms of in-service training in Turkey, it seems to be trouble at the point of adopting to change. The main purpose of this study is to primarily create a conceptual framework of in-service training and subsequently determine, analyze and discuss the developments and problems faced by in-service training in Turkey in the transition from personnel management to human resources management. In accordance with this purpose, the necessary data of this study were collected using qualitative approaches. Observation and document analysis was used and content analysis was performed on the data gathered in the study. The results of this study, according to data such as the number of institutions requesting in-service training, allocated budget of in-service training, the number of people participating in such training, transition of personnel management to human resources management should not lead to a paradigm shift in Turkey’s understanding of in-service training, although this is compulsory for public institutions in accordance with the law in Turkey. In-service training in Turkish public administration is still not implemented effectively and is seen as a social activity for employees and a formality for institutions.

Keywords: Human resources management, in-service training, personnel management, public institutions.

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Authors: Norazah Mohd Suki, Norbayah Mohd Suki

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This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution in the Federal Territory of Labuan, Malaysia. They were public university library users. Results revealed that all service quality dimensions tested were significant and influenced customer satisfaction of visitors to a public university library. Assurance is the most important factor that influences customer satisfaction with the services rendered by the librarian. It is imperative for the library management to take note that the top five service attributes that gained greatest attention from library visitors- perspective includes employee willingness to help customers, availability of customer representatives online for response to queries, library staff actively and promptly provide services, signs in the building are clear and library staff are friendly and courteous. This study provides valuable results concerning the determinants of the service quality and customer satisfaction of public university library services from the users' perspective.

Keywords: Service Quality, Customer Satisfaction, SERVQUAL Model, Multiple Regression Analysis

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