Search results for: perceived effectiveness
Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 1747

Search results for: perceived effectiveness

1297 Measuring the CSR Company-Stakeholder Fit

Authors: Armando Calabrese, Roberta Costa, Tamara Menichini, Francesco Rosati

Abstract:

As a company competitiveness depends more and more on the relationship with its stakeholders, the topic of companystakeholder fit is becoming increasingly important. This fit affects the extent to which a stakeholder perceives CSR company commitment, values and behaviors and, therefore, stakeholder identification in a company and his/her loyalty to it. Consequently, it is important to measure the alignment or the gap between stakeholder CSR demands, values, preferences and perceptions, and the company CSR disclosed commitment, values and policies. In this paper, in order to assess the company-stakeholder fit about corporate responsibility, an innovative CSR fit positioning matrix is proposed. This matrix is based on the measurement of a company CSR disclosed commitment and stakeholder perceived and required commitment. The matrix is part of a more complex methodology based on Global Reporting Initiative (GRI) indicators, content analysis and stakeholder questionnaires. This methodology provides appropriate indications for helping companies to achieve CSR company-stakeholder fit, by leveraging both CSR commitment and communication. Moreover, it could be used by top management for comparing different companies and stakeholders, and for planning specific CSR strategies, policies and activities.

Keywords: Company-Stakeholder fit, Corporate Social Responsibility (CSR), CSR Positioning Matrix, Global Reporting Initiative (GRI), Stakeholder Orientation.

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1296 Measuring the Comprehensibility of a UML-B Model and a B Model

Authors: Rozilawati Razali, Paul W. Garratt

Abstract:

Software maintenance, which involves making enhancements, modifications and corrections to existing software systems, consumes more than half of developer time. Specification comprehensibility plays an important role in software maintenance as it permits the understanding of the system properties more easily and quickly. The use of formal notation such as B increases a specification-s precision and consistency. However, the notation is regarded as being difficult to comprehend. Semi-formal notation such as the Unified Modelling Language (UML) is perceived as more accessible but it lacks formality. Perhaps by combining both notations could produce a specification that is not only accurate and consistent but also accessible to users. This paper presents an experiment conducted on a model that integrates the use of both UML and B notations, namely UML-B, versus a B model alone. The objective of the experiment was to evaluate the comprehensibility of a UML-B model compared to a traditional B model. The measurement used in the experiment focused on the efficiency in performing the comprehension tasks. The experiment employed a cross-over design and was conducted on forty-one subjects, including undergraduate and masters students. The results show that the notation used in the UML-B model is more comprehensible than the B model.

Keywords: Model comprehensibility, formal and semi-formal notation, empirical assessment.

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1295 Efficiency of Geocell Reinforcement for Using in Expanded Polystyrene Embankments via Numerical Analysis

Authors: S. N. Moghaddas Tafreshi, S. M. Amin Ghotbi

Abstract:

This paper presents a numerical study for investigating the effectiveness of geocell reinforcement in reducing pressure and settlement over EPS geofoam blocks in road embankments. A 3-D FEM model of soil and geofoam was created in ABAQUS, and geocell was also modeled realistically using membrane elements. The accuracy of the model was tested by comparing its results with previous works. Sensitivity analyses showed that reinforcing the soil cover with geocell has a significant influence on the reduction of imposed stresses over geofoam and consequently decreasing its deformation.

Keywords: EPS geofoam, road embankments, geocell, reinforcement, lightweight fill.

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1294 Educating Students in Business Process Management with Simulation Games

Authors: Vesna Bosilj Vuksic, Mirjana Pejic Bach, Tomislav Hernaus

Abstract:

The aim of this paper is to present a framework for empirical investigation of the effectiveness of simulation games for student learning of BPM concept. A future research methodology is explained and a normative model that extends the standard TAM model by introducing latent and mediating variables into the relationship between independent variables and dependent variable is developed. Future research propositions are defined in order to examine the benefits that can be achieved through the use of BPM simulation games in ERP courses.

Keywords: Business process management, simulation games, education, technology acceptance model.

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1293 Community Behaviour and Support towards Island Tourism Development

Authors: Mohd Hafiz Hanafiah, Mohamad Abdullah Hemdi

Abstract:

The tourism industry has been widely used to eradicate poverty, due to the ability to generate income, employment as well as improving the quality of life. The industry has faced rapid growth with support from local residents who were involved directly and indirectly in tourism activities. Their support and behaviour does not only facilitate in boosting tourists’ satisfaction levels, but at the same time it contributes to the word-of-mouth promotion among the visitors. In order to ensure the success of the industry, the involvement and participation of the local communities are pertinent. This paper endeavours on local community attitudes, benefit and their support toward future tourism development in Tioman Island. Through a series of descriptive and factor analyses, various useful understandings on the issues of interest revealed. The findings indicated that community with personal benefit will support future development. Meanwhile, the finding also revealed that the community with negative perception still supports future tourism development due to their over reliance on this sector as their main source of income and destination development means.

Keywords: Personal benefit, perceived impact, future attitudes.

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1292 Motion Parameter Estimation via Dopplerlet-Transform-Based Matched Field Processing

Authors: Hongyan Dai

Abstract:

This work presents a matched field processing (MFP) algorithm based on Dopplerlet transform for estimating the motion parameters of a sound source moving along a straight line and with a constant speed by using a piecewise strategy, which can significantly reduce the computational burden. Monte Carlo simulation results and an experimental result are presented to verify the effectiveness of the algorithm advocated.

Keywords: matched field processing; Dopplerlet transform; motion parameter estimation; piecewise strategy

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1291 Integral Tracking Control for a Piezoelectric Actuator System

Authors: J. H. Park, S. C. Jeong, J. H. Koo, H. Y. Jung, S. M. Lee

Abstract:

We propose an integral tracking control method for a piezoelectric actuator system. The proposed method achieves the output tracking without requiring any hysteresis observer or schemes to compensate the hysteresis effect. With the proposed control law, the system is converted into the standard singularly perturbed model. Using Tikhonov-s theorem, we guarantee that the tracking error can be reduced to arbitrarily small bound. A numerical example is given to illustrate the effectiveness of our proposed method.

Keywords: Piezoelectric actuator, tracking control, hysteresis effect.

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1290 Stress and Social Support as Predictors of Quality of Life: A Case among Flood Victims in Malaysia

Authors: Najib Ahmad Marzuki, Che Su Mustaffa, Johana Johari, Nur Hafizza Rahaman

Abstract:

The purpose of this paper is to examine the effects and relationship of stress and social support towards the quality of life among flood victims in Malaysia. A total of 764 respondents took part in the survey via convenience sampling. The Depression, Anxiety and Stress scale (DASS) was utilized to measure stress while The Multidimensional Scale of Perceived Social Support was used to measure social support. To measure quality of life, the combination of WHO Quality of Life – BREF (WHOQOL-BREF) and The Impact of Event Scale – Revised (IES-R) were utilized. The findings of this study indicate that there were significant correlations between variables in the study. The findings showed a significant negative relation between stress and quality of life; and significant positive correlations between support from family as well as support from friends with quality of life. Stress and support from family were found to be significant predictors that influence the quality of life among flood victims.

Keywords: Stress, social support, quality of life, flood victims.

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1289 H∞ State Estimation of Neural Networks with Discrete and Distributed Delays

Authors: Biao Qin, Jin Huang

Abstract:

In this paper, together with some improved Lyapunov-Krasovskii functional and effective mathematical techniques, several sufficient conditions are derived to guarantee the error system is globally asymptotically stable with H∞ performance, in which both the time-delay and its time variation can be fully considered. In order to get less conservative results of the state estimation condition, zero equalities and reciprocally convex approach are employed. The estimator gain matrix can be obtained in terms of the solution to linear matrix inequalities. A numerical example is provided to illustrate the usefulness and effectiveness of the obtained results.

Keywords: H∞ performance, Neural networks, State estimation.

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1288 Cognitive Emotion Regulation in Children Is Attributable to Parenting Style, Not to Family Type and Child’s Gender

Authors: AKM Rezaul Karim, Tania Sharafat, Abu Yusuf Mahmud

Abstract:

The study aimed to investigate whether cognitive emotion regulation in children varies with parenting style, family type and gender. Toward this end, cognitive emotion regulation and perceived parenting style of 206 school children were measured. Standard regression analyses of data revealed that the models were significant and explained 17.3% of the variance in adaptive emotion regulation (Adjusted =0.173; F=9.579, p<.001), and 7.1% of the variance in less adaptive emotion regulation (Adjusted =.071, F=4.135, p=.001). Results showed that children’s cognitive emotion regulation is functionally associated with parenting style, but not with family type and their gender. Amongst three types of parenting, authoritative parenting was the strongest predictor of the overall adaptive emotion regulation while authoritarian parenting was the strongest predictor of the overall less adaptive emotion regulation. Permissive parenting has impact neither on adaptive nor on less adaptive emotion regulation. The findings would have important implications for parents, caregivers, child psychologists, and other professionals working with children or adolescents.

Keywords: Cognitive Emotion Regulation, Adaptive, Less Adaptive, Parenting Style, Family Type.

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1287 Multiple Positive Periodic Solutions to a Periodic Predator-Prey-Chain Model with Harvesting Terms

Authors: Zhouhong Li, Jiming Yang

Abstract:

In this paper, a class of predator-prey-chain model with harvesting terms are studied. By using Mawhin-s continuation theorem of coincidence degree theory and some skills of inequalities, some sufficient conditions are established for the existence of eight positive periodic solutions. Finally, an example is presented to illustrate the feasibility and effectiveness of the results.

Keywords: Positive periodic solutions, Predator-prey-chain model, coincidence degree, harvesting term.

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1286 Composite Relevance Feedback for Image Retrieval

Authors: Pushpa B. Patil, Manesh B. Kokare

Abstract:

This paper presents content-based image retrieval (CBIR) frameworks with relevance feedback (RF) based on combined learning of support vector machines (SVM) and AdaBoosts. The framework incorporates only most relevant images obtained from both the learning algorithm. To speed up the system, it removes irrelevant images from the database, which are returned from SVM learner. It is the key to achieve the effective retrieval performance in terms of time and accuracy. The experimental results show that this framework had significant improvement in retrieval effectiveness, which can finally improve the retrieval performance.

Keywords: Image retrieval, relevance feedback, wavelet transform.

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1285 Improving Teacher Profesionalism through Certification Program: An Indonesia Case Study

Authors: Triyanto

Abstract:

Government of Indonesia held a certification program to enhance the professionalism of teachers by using portfolio assessment. This research discusses about the effectiveness of certification programs to enhance the professionalism of teacher in Indonesia. Portfolio assessment method has drawbacks. The certified teachers do not show significant performance improvement. Therefore, the government changes the portfolio assessment method to the education and training for teachers.

Keywords: Profesionalism, Teacher, Certification, Indonesia

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1284 Initializing K-Means using Genetic Algorithms

Authors: Bashar Al-Shboul, Sung-Hyon Myaeng

Abstract:

K-Means (KM) is considered one of the major algorithms widely used in clustering. However, it still has some problems, and one of them is in its initialization step where it is normally done randomly. Another problem for KM is that it converges to local minima. Genetic algorithms are one of the evolutionary algorithms inspired from nature and utilized in the field of clustering. In this paper, we propose two algorithms to solve the initialization problem, Genetic Algorithm Initializes KM (GAIK) and KM Initializes Genetic Algorithm (KIGA). To show the effectiveness and efficiency of our algorithms, a comparative study was done among GAIK, KIGA, Genetic-based Clustering Algorithm (GCA), and FCM [19].

Keywords: Clustering, Genetic Algorithms, K-means.

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1283 Slip Suppression of Electric Vehicles using Model Predictive PID Controller

Authors: Tohru Kawabe

Abstract:

In this paper, a new model predictive PID controller design method for the slip suppression control of EVs (electric vehicles) is proposed. The proposed method aims to improve the maneuverability and the stability of EVs by controlling the wheel slip ratio. The optimal control gains of PID framework are derived by the model predictive control (MPC) algorithm. There also include numerical simulation results to demonstrate the effectiveness of the method.

Keywords: Model Predictive Control, PID controller, Electric Vehicle, Slip suppression

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1282 Logistics Model for Improving Quality in Railway Transport

Authors: Eva Nedeliakova, Juraj Camaj, Jaroslav Masek

Abstract:

This contribution is focused on the methodology for identifying levels of quality and improving quality through new logistics model in railway transport. It is oriented on the application of dynamic quality models, which represent an innovative method of evaluation quality services. Through this conception, time factor, expected, and perceived quality in each moment of the transportation process within logistics chain can be taken into account. Various models describe the improvement of the quality which emphases the time factor throughout the whole transportation logistics chain. Quality of services in railway transport can be determined by the existing level of service quality, by detecting the causes of dissatisfaction employees but also customers, to uncover strengths and weaknesses. This new logistics model is able to recognize critical processes in logistic chain. It includes service quality rating that must respect its specific properties, which are unrepeatability, impalpability, their use right at the time they are provided and particularly changeability, which is significant factor in the conditions of rail transport as well. These peculiarities influence the quality of service regarding the constantly increasing requirements and that result in new ways of finding progressive attitudes towards the service quality rating.

Keywords: Logistics model, quality, railway transport.

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1281 Ethical Perspectives on Implementation of Computer Aided Design Curriculum in Architecture in Nigeria: A Case Study of Chukwuemeka Odumegwu Ojukwu University, Uli

Authors: Kelechi E. Ezeji

Abstract:

The use of Computer Aided Design (CAD) technologies has become pervasive in the Architecture, Engineering and Construction (AEC) industry. This has led to its inclusion as an important part of the training module in the curriculum for Architecture Schools in Nigeria. This paper examines the ethical questions that arise in the implementation of Computer Aided Design (CAD) Content of the curriculum for Architectural education. Using existing literature, it begins this scrutiny from the propriety of inclusion of CAD into the education of the architect and the obligations of the different stakeholders in the implementation process. It also examines the questions raised by the negative use of computing technologies as well as perceived negative influence of the use of CAD on design creativity. Survey methodology was employed to gather data from the Department of Architecture, Chukwuemeka Odumegwu Ojukwu University Uli, which has been used as a case study on how the issues raised are being addressed. The paper draws conclusions on what will make for successful ethical implementation.

Keywords: Computer aided design, curriculum, education, ethics.

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1280 A Study on a Research and Development Cost-Estimation Model in Korea

Authors: Babakina Alexandra, Yong Soo Kim

Abstract:

In this study, we analyzed the factors that affect research funds using linear regression analysis to increase the effectiveness of investments in national research projects. We collected 7,916 items of data on research projects that were in the process of being finished or were completed between 2010 and 2011. Data pre-processing and visualization were performed to derive statistically significant results. We identified factors that affected funding using analysis of fit distributions and estimated increasing or decreasing tendencies based on these factors.

Keywords: R&D funding, Cost estimation, Linear regression, Preliminary feasibility study.

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1279 A Support System to Consult Remote another Doctor on Assessment and/or Medical Treatment Plan when a Doctor has a Patient not in His/Her Major

Authors: T. Gotoh, T. Takayama, M. Ishiki, T. Ikeda

Abstract:

Recently, majors of doctors are divided into terribly lots of detailed areas. However, it is actually not a rare case that a doctor has a patient who is not in his/her major. He/She must judge an assessment and make a medical treatment plan for this patient. According to our investigation, conventional approaches such as image diagnosis cooperation are insufficient. This paper proposes an 'Assessment / Medical Treatment Plan Consulting System'. We have implemented a pilot system based on our proposition. Its effectiveness is clarified by an evaluation.

Keywords: Application, computational intelligence and telecommunications, medicine, intelligent systems.

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1278 Robust BIBO Stabilization Analysis for Discrete-time Uncertain System

Authors: Zixin Liu, Shu Lü, Shouming Zhong, Mao Ye

Abstract:

The discrete-time uncertain system with time delay is investigated for bounded input bounded output (BIBO). By constructing an augmented Lyapunov function, three different sufficient conditions are established for BIBO stabilization. These conditions are expressed in the form of linear matrix inequalities (LMIs), whose feasibility can be easily checked by using Matlab LMI Toolbox. Two numerical examples are provided to demonstrate the effectiveness of the derived results.

Keywords: Robust BIBO stabilization, delay-dependent stabilization, discrete-time system, time delay.

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1277 Love and Money: Societal Attitudes Toward Income Disparities in Age-Gap Relationships

Authors: Victoria S. Scarratt

Abstract:

Couples involved in age-gap relationships generally evoke negative stereotypes, opinions, and social disapproval. This research seeks to examine whether financial disparities in age-discrepant relationships cause negative attitudes in study participants. It was hypothesized that an age-gap couple (29-year difference) would receive a greater degree of societal disapproval when the couple also had a large salary-gap compared to a similarly aged couple (1-year difference) with a salary-gap. Additionally, there would be no significant difference between age-gap couples without a salary-gap compared to a similarly aged couple without a salary gap. To test the hypothesis, participants were given one of four scenarios regarding a couple in a romantic relationship. Then they were asked to respond to nine Likert scale questions. Results indicated that participants perceived age-gap relationships with a salary disparity to be less equitable in regard to a power imbalance between the couple and the financial and general gain that one partner will receive. A significant interaction was also detected for evoking feelings of disgust in participants, and how morally correct it is for the couple to continue their relationship.

Keywords: Age-gap relationships, financial discrepancies, love, relationships, societal stigmas.

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1276 Aspects of Semiotics in Contemporary Design: A Case Study on Dice Brand

Authors: Laila Zahran Mohammed Alsibani

Abstract:

The aim of the research is to understand the aspects of semiotics in contemporary designs by redesigning an Omani donut brand with localized cultural identity. To do so, visual identity samples of Dice brand of donuts in Oman has been selected to be a case study. This study conducted based on semiotic theory by using mixed method research tools which are: documentation analysis, interview and survey. The literature review concentrates on key areas of semiotics in visual elements used in the brand designs. Also, it spotlights on the categories of semiotics in visual design. In addition, this research explores the visual cues in brand identity. The objectives of the research are to investigate the aspects of semiotics in providing meaning to visual cues and to identify visual cues for each visual element. It is hoped that this study will have the contribution to a better understanding of the different ways of using semiotics in contemporary designs. Moreover, this research can be a reference for further studies in understanding and explaining current and future design trends. Future research can also focus on how brand-related signs are perceived by consumers.

Keywords: Brands, semiotics, visual arts, visual communication.

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1275 Supply Chain Management and E-Commerce Technology Adoption among Logistics Service Providers in Malaysia

Authors: Mohd Iskandar bin Illyas Tan, Iziati Saadah bt Ibrahim

Abstract:

Logistics is part of the supply chain processes that plans, implements, and controls the efficient and effective forward and reverse flow and storage of goods, services, and related information between the point of origin and the point of consumption in order to meet customer requirements. This research aims to investigate the current status and future direction of the use of Information Technology (IT) for logistics, focusing on Supply Chain Management (SCM) and E-Commerce adoption in Malaysia. Therefore, this research stresses on the type of technology being adopted, factors, benefits and barriers affecting the innovation in SCM and E-Commerce technology adoption among Logistics Service Providers (LSP). A mailed questionnaire survey was conducted to collect data from 265 logistics companies in Johor. The research revealed a high level of SCM technology adoption among LSP as they had adopted SCM technology in various business processes while they perceived a high level of benefits from SCM adoption.

Keywords: E-Commerce, Logistics Service Providers, Malaysia, Supply Chain Management.

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1274 Estimation of Bayesian Sample Size for Binomial Proportions Using Areas P-tolerance with Lowest Posterior Loss

Authors: H. Bevrani, N. Najafi

Abstract:

This paper uses p-tolerance with the lowest posterior loss, quadratic loss function, average length criteria, average coverage criteria, and worst outcome criterion for computing of sample size to estimate proportion in Binomial probability function with Beta prior distribution. The proposed methodology is examined, and its effectiveness is shown.

Keywords: Bayesian inference, Beta-binomial Distribution, LPLcriteria, quadratic loss function.

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1273 Discrete Wavelet Transform Decomposition Level Determination Exploiting Sparseness Measurement

Authors: Lei Lei, Chao Wang, Xin Liu

Abstract:

Discrete wavelet transform (DWT) has been widely adopted in biomedical signal processing for denoising, compression and so on. Choosing a suitable decomposition level (DL) in DWT is of paramount importance to its performance. In this paper, we propose to exploit sparseness of the transformed signals to determine the appropriate DL. Simulation results have shown that the sparseness of transformed signals after DWT increases with the increasing DLs. Additional Monte-Carlo simulation results have verified the effectiveness of sparseness measure in determining the DL.

Keywords: Sparseness, DWT, decomposition level, ECG.

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1272 Robust Semi-Blind Digital Image Watermarking Technique in DT-CWT Domain

Authors: Samira Mabtoul, Elhassan Ibn Elhaj, Driss Aboutajdine

Abstract:

In this paper a new robust digital image watermarking algorithm based on the Complex Wavelet Transform is proposed. This technique embeds different parts of a watermark into different blocks of an image under the complex wavelet domain. To increase security of the method, two chaotic maps are employed, one map is used to determine the blocks of the host image for watermark embedding, and another map is used to encrypt the watermark image. Simulation results are presented to demonstrate the effectiveness of the proposed algorithm.

Keywords: Image watermarking, Chaotic map, DT-CWT.

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1271 Implementation of ADETRAN Language Using Message Passing Interface

Authors: Akiyoshi Wakatani

Abstract:

This paper describes the Message Passing Interface (MPI) implementation of ADETRAN language, and its evaluation on SX-ACE supercomputers. ADETRAN language includes pdo statement that specifies the data distribution and parallel computations and pass statement that specifies the redistribution of arrays. Two methods for implementation of pass statement are discussed and the performance evaluation using Splitting-Up CG method is presented. The effectiveness of the parallelization is evaluated and the advantage of one dimensional distribution is empirically confirmed by using the results of experiments.

Keywords: Iterative methods, array redistribution, translator, distributed memory.

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1270 Entrepreneurship Education as a 21st Century Strategy for Economic Growth and Sustainable Development

Authors: M. Fems Kurotimi, Agada Franklin, Godsave Aladei, Opigo Helen

Abstract:

Within the last 30 years, entrepreneurship education (EE) has continued to gain massive interest both in the field of research and among policy makers. This surge in interest can be attributed to the perceived importance EE plays in the equipping of potential entrepreneurs and as a 21st century strategy to foster economic growth and development. This paper sets out to ascertain the correlation between EE and economic growth and development. A desk research approach was adopted where a multiplicity of literatures in the field were studied intensely. The findings reveal that indeed EE has a positive effect on entrepreneurship engagement thereby fostering economic growth and development. However, some research studies reported the contrary. That although EE may be able to equip potential entrepreneurs with requisite entrepreneurial skills and competencies, it will only be successful in producing entrepreneurs if they are internally driven to become entrepreneurs, because we cannot make people what they are not. The findings also reveal that countries that adopted EE early have more innovations inspired by entrepreneurs and are more developed than those that only recently adopted EE as a viable tool for entrepreneurship and economic development.

Keywords: Entrepreneurship, entrepreneurship education, economic development, economic growth, sustainable development.

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1269 Treatment of Wool Scouring Waste Using Anaerobic Digestion with and without Chemicals Addition

Authors: M. Z. Othman

Abstract:

The aim of this study was to investigate the effectiveness of anaerobic digestion for the treatment of wool scouring wastes. The experiments design comprised three ratios of waste (W) to seed(S) (W:S) of 25:75, 50:50 and 75:25, corresponding to 1.9. 1.7 and 1.5g tCOD/g TS, respectively, with or without chemicals addition. NH4Cl was added to the reactors as a source for nitrogen to achieve C:N:P of 420:14:3. A cationic flocculent was added at 0.5 and 0.75% to enhance flocculation of sludge. The results showed that the reactors that received W:S at a ratio of 25:75 produced the largest volume of biogas. The final soluble COD (sCOD) was below the limits for discharge to the sewer system.

Keywords: Anaerobic digestion, wool processing waste, organicloading, biogas.

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1268 Prioritizing Service Quality Dimensions:A Neural Network Approach

Authors: A. Golmohammadi, B. Jahandideh

Abstract:

One of the determinants of a firm-s prosperity is the customers- perceived service quality and satisfaction. While service quality is wide in scope, and consists of various dimensions, there may be differences in the relative importance of these dimensions in affecting customers- overall satisfaction of service quality. Identifying the relative rank of different dimensions of service quality is very important in that it can help managers to find out which service dimensions have a greater effect on customers- overall satisfaction. Such an insight will consequently lead to more effective resource allocation which will finally end in higher levels of customer satisfaction. This issue –despite its criticality- has not received enough attention so far. Therefore, using a sample of 240 bank customers in Iran, an artificial neural network is developed to address this gap in the literature. As customers- evaluation of service quality is a subjective process, artificial neural networks –as a brain metaphor- may appear to have a potentiality to model such a complicated process. Proposing a neural network which is able to predict the customers- overall satisfaction of service quality with a promising level of accuracy is the first contribution of this study. In addition, prioritizing the service quality dimensions in affecting customers- overall satisfaction –by using sensitivity analysis of neural network- is the second important finding of this paper.

Keywords: service quality, customer satisfaction, relativeimportance, artificial neural network.

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