Search results for: survey methodology

Authors: Bozena Dohnalkova

Abstract:

This paper presents a part of the project solving which is dedicated to the identification of the hazardous waste with the most critical production within the Czech Republic with the aim to study and find the optimal composition of the cement matrix that will ensure maximum content disposal of chosen hazardous waste. In the first stage of project solving – which represents this paper – a specific hazardous waste was chosen, its properties were identified and suitable solidification agents were chosen. Consequently solidification formulas and testing methodology was proposed.

Keywords: Cementation, solidification, waste, binder.

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Authors: Carole Salis, Marie F. Wilson, Fabrizio Murgia, Cristian Lai, Franco Atzori, Giulia M. Orrù

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ANDASA is a knowledge management platform for the capitalization of knowledge and cultural assets for the artistic and cultural sectors. It was built based on the priorities expressed by the participating artists. Through mapping artistic activities and specificities, it enables to highlight various aspects of the artistic research and production. Such instrument will contribute to create networks and partnerships, as it enables to evidentiate who does what, in what field, using which methodology. The platform is accessible to network participants and to the general public.

Keywords: Cultural promotion, knowledge representation, cultural mapping, ICT.

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Authors: J. Ranogajec, O. Rudic, S. Pasalic, S. Vucetic, D. Cjepa

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The paper involves a chain of activities from synthesis, establishment of the methodology for characterization and testing of novel protective materials through the pilot production and application on model supports. It summarizes the results regarding the development of the pilot production protocol for newly developed self-cleaning materials. The optimization of the production parameters was completed in order to improve the most important functional properties (mineralogy characteristics, particle size, self-cleaning properties and photocatalytic activity) of the newly designed nanocomposite material.

Keywords: Cultural heritage. Materials compatibility. Pilot production. Self-cleaning.

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Authors: Jonathan Sahu, Jill Aylott

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Individuals with Autism, Intellectual and Developmental disabilities (AIDD) are one of the most vulnerable groups in society, hampered not only by their own limitations to understand and interact with the wider society, but also societal limitations in perception and understanding. Communication to express their needs and wishes is fundamental to enable such individuals to live and prosper in society. This research project was designed as an organisational case study, in a large secondary health care hospital within the National Health Service (NHS), to assess the quality of care provided to people with AIDD and to review the role of advocacy to reduce health inequalities in these individuals. Methods: The research methodology adopted was as an “insider researcher”. Data collection included both quantitative and qualitative data i.e. a mixed method approach. A semi-structured interview schedule was designed and used to obtain qualitative and quantitative primary data from a wide range of interdisciplinary frontline health care workers to assess their understanding and awareness of systems, processes and evidence based practice to offer a quality service to people with AIDD. Secondary data were obtained from sources within the organisation, in keeping with “Case Study” as a primary method, and organisational performance data were then compared against national benchmarking standards. Further data sources were accessed to help evaluate the effectiveness of different types of advocacy that were present in the organisation. This was gauged by measures of user and carer experience in the form of retrospective survey analysis, incidents and complaints. Results: Secondary data demonstrate near compliance of the Organisation with the current national benchmarking standard (Monitor Compliance Framework). However, primary data demonstrate poor knowledge of the Mental Capacity Act 2005, poor knowledge of organisational systems, processes and evidence based practice applied for people with AIDD. In addition there was poor knowledge and awareness of frontline health care workers of advocacy and advocacy schemes for this group. Conclusions: A significant amount of work needs to be undertaken to improve the quality of care delivered to individuals with AIDD. An operational strategy promoting the widespread dissemination of information may not be the best approach to deliver quality care and optimal patient experience and patient advocacy. In addition, a more robust set of standards, with appropriate metrics, needs to be developed to assess organisational performance which will stand the test of professional and public scrutiny.

Keywords: Autism, intellectual developmental disabilities, advocacy, health inequalities, quality of care.

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Authors: F. Amin, A. H. Jahangir, H. Rasifard

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With the widespread growth of applications of Wireless Sensor Networks (WSNs), the need for reliable security mechanisms these networks has increased manifold. Many security solutions have been proposed in the domain of WSN so far. These solutions are usually based on well-known cryptographic algorithms. In this paper, we have made an effort to survey well known security issues in WSNs and study the behavior of WSN nodes that perform public key cryptographic operations. We evaluate time and power consumption of public key cryptography algorithm for signature and key management by simulation.

Keywords: Wireless Sensor Networks, Security, Public Key Cryptography, Key Management.

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Authors: S. B. Kotsiantis, P. E. Pintelas

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Bagging and boosting are among the most popular resampling ensemble methods that generate and combine a diversity of classifiers using the same learning algorithm for the base-classifiers. Boosting algorithms are considered stronger than bagging on noisefree data. However, there are strong empirical indications that bagging is much more robust than boosting in noisy settings. For this reason, in this work we built an ensemble using a voting methodology of bagging and boosting ensembles with 10 subclassifiers in each one. We performed a comparison with simple bagging and boosting ensembles with 25 sub-classifiers, as well as other well known combining methods, on standard benchmark datasets and the proposed technique was the most accurate.

Keywords: data mining, machine learning, pattern recognition.

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Authors: Carlos Gonzalez

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When communicating using private and secure keys, there is always the doubt as to the identity of the message creator. We introduce an algorithm that uses the personal typing rhythm (keystroke dynamics) of the message originator to increase the trust of the authenticity of the message originator by the message recipient. The methodology proposes the use of a Rhythm Certificate Authority (RCA) to validate rhythm information. An illustrative example of the communication between Bob and Alice and the RCA is included. An algorithm of how to communicate with the RCA is presented. This RCA can be an independent authority or an enhanced Certificate Authority like the one used in public key infrastructure (PKI).

Keywords: Personal rhythm, public-key encryption, authentication, digital signature, keystroke dynamics.

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Authors: W. K. Yap, V. Karri

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This paper presents a hybrid electric scooter model developed and simulated using Matlab/Simulink. This hybrid scooter modeled has a parallel hybrid structure. The main propulsion units consist of a two stroke internal combustion engine and a hub motor attached to the front wheel of the scooter. The methodology used to optimize the energy and fuel consumption of the hybrid electric scooter is the multi-mode approach. Various case studies were presented to check the model and were compared to the literatures. Results shown that the model developed was feasible and valuable.

Keywords: Hybrid electric scooters, modeling and simulation, hybrid scooter energy management.

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Authors: Sagar Jajoo

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Urban planning is the need of the hour in a rapidly developing county like India. In essence, urban planning enhances the quality of land at a reasonable cost. Naya (New) Raipur is the new planned capital of the Indian state of Chhattisgarh, and is one of India’s few planned cities. Over the next decade it will drastically change the landscape of the state of Chhattisgarh. This new planned development is quintessential in growing this backward region and providing for future infrastructure. Key questions that arise are: How are people living in the surrounding region of New Raipur affected by its development? Are the affected people satisfied with compensation and rehabilitation that has been provided by the New Raipur Development Authority? To answer these questions, field research study in the form of questionnaires, interviews and site visits was conducted. To summarize the findings, while a majority of the surveyed population was dissatisfied with the rehabilitation and compensation provided by the New Raipur Development Authority, they were very positive about the success of the new development. Most thought that the new city would help their careers, improve job opportunities, improve prospects for their future generations, and benefit society as a whole.

To improve rehabilitation schemes for the future, the reasons for the negative sentiment brewing amongst the villagers regarding the monetary compensation was investigated. Most villagers deemed the monetary compensation to be lacking as they had squandered their financial windfall already. With numerous interviews and site visits, it was discovered that the lump sum form of monetary compensation was to blame. With a huge sum of money received at once and a lack of financial education, many villagers squandered this newly gained money on unnecessary purchases such as alcohol and expensive vehicles without investing for the long run in farmland and education for their children. One recommendation proposed to the New Raipur Development Authority (NRDA) for future monetary compensation design in times of rehabilitating people was to provide payments in installments rather than lump sums and educate the people about investing the compensation money wisely. This would save them from wasting money they receive and the ensuing dissatisfaction of squandering that money.

Keywords: Compensation, Naya Raipur, Rehabilitation, Satisfaction Survey, Urban Planning.

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Authors: Edward A. Osifodunrin, Jose Manuel Dias Lopes

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In Nigeria, enormous efforts/resources had, over the years, been expended on promoting financial inclusion (FI); however, it is seemingly discouraging that many of its self-declared targets on FI remained unachieved, especially amongst the Rural Dwellers and Actors in the Informal Sectors (RDAIS). Expectedly, many reasons had been earmarked for these failures: low literacy level, huge informal/rural sectors etc. This study posits that in spite of these truly-debilitating factors, these FI policy failures could have been avoided or mitigated if the principles of active and better-managed citizens’ participation had been strictly followed in the (re)design/implementation of its FI policies. In other words, in a bid to mitigate the prevalent financial exclusion (FE) in Nigeria, this study hypothesizes the significant positive impact of involving the RDAIS in policy-wide decision making in the FI domain, backed by a preliminary empirical validation. Also, the study introduces the RDAIS-focused Participatory Financial Inclusion Policy (PFIP) as a major FI policy regeneration/improvement tool. The three categories of respondents that served as research subjects are FI experts in Nigeria (n = 72), RDAIS from the very rural/remote village of Unguwar Dogo in Northern Nigeria (n = 43) and RDAIS from another rural village of Sekere (n = 56) in the Southern region of Nigeria. Using survey design (5-point Likert scale questionnaires), random/stratified sampling, and descriptive/inferential statistics, the study often recorded independent consensus (amongst these three categories of respondents) that RDAIS’s active participation in iterative FI policy initiation, (re)design, implementation, (re)evaluation could indeed give improved FI outcomes. However, few questionnaire items also recorded divergent opinions and various statistically (in)significant differences on the mean scores of these three categories. The PFIP (or any customized version of it) should then be carefully integrated into the NFIS of Nigeria (and possibly in the NFIS of other developing countries) to truly/fully provide FI policy integration for these excluded RDAIS and arrest the prevalence of FE.

Keywords: Citizens’ participation, development, financial inclusion, formal financial services, national financial inclusion strategy, participatory financial inclusion policy, rural dwellers and actors in the informal sectors.

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Authors: Mansour A. Al Qubeissi

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The current paper presents a numerical approach in solving the conjugate heat transfer problems. A heat conduction code is coupled internally with a computational fluid dynamics solver for developing a couple conjugate heat transfer solver. Methodology of treating non-matching meshes at interface has also been proposed. The validation results of 1D and 2D cases for the developed conjugate heat transfer code have shown close agreement with the solutions given by analysis.

Keywords: Computational Fluid Dynamics, Conjugate Heat transfer, Heat Conduction, Heat Transfer

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Authors: Francisco Liaño-Carrera, José Isaac Ramírez-Macías, David Salas-Monreal, Mayra Lorena Riveron-Enzastiga, Marcos Rangel-Avalos, Adriana Andrea Roldán-Ubando

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The construction of most coastal infrastructure developments around the world are usually made considering wave height, current velocities and river discharges; however, little effort has been paid to surveying sediment transport during dredging or the modification to currents outside the ports or marinas during and after the construction. This study shows a complete survey during the construction of one of the largest ports of the Gulf of Mexico. An anchored Acoustic Doppler Current Velocity profiler (ADCP), a towed ADCP and a combination of model outputs were used at the Veracruz port construction in order to describe the hourly sediment transport and current modifications in and out of the new port. Owing to the stability of the system the new port was construction inside Vergara Bay, a low wave energy system with a tidal range of up to 0.40 m. The results show a two-current system pattern within the bay. The north side of the bay has an anticyclonic gyre, while the southern part of the bay shows a cyclonic gyre. Sediment transport trajectories were made every hour using the anchored ADCP, a numerical model and the weekly data obtained from the towed ADCP within the entire bay. The sediment transport trajectories were carefully tracked since the bay is surrounded by coral reef structures which are sensitive to sedimentation rate and water turbidity. The survey shows that during dredging and rock input used to build the wave breaker sediments were locally added (< 2500 m²) and local currents disperse it in less than 4 h. While the river input located in the middle of the bay and the sewer system plant may add more than 10 times this amount during a rainy day or during the tourist season. Finally, the coastal line obtained seasonally with a drone suggests that the southern part of the bay has not been modified by the construction of the new port located in the northern part of the bay, owing to the two subsystem division of the bay.

Keywords: Acoustic Doppler current profiler, time series, port construction, construction around coral reefs, sediment transport monitoring.

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Authors: M. G. M. Khan, V. D. Prasad, D. K. Rao

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In this manuscript, we discuss the problem of determining the optimum stratification of a study (or main) variable based on the auxiliary variable that follows a uniform distribution. If the stratification of survey variable is made using the auxiliary variable it may lead to substantial gains in precision of the estimates. This problem is formulated as a Nonlinear Programming Problem (NLPP), which turn out to multistage decision problem and is solved using dynamic programming technique.

Keywords: Auxiliary variable, Dynamic programming technique, Nonlinear programming problem, Optimum stratification, Uniform distribution.

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

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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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Authors: Heeae Ko, Jongkeun Kim, Kunjung Sim, Kunho Sim, Yonghwan Lim

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As mobile service's subscriber is increasing; mobile contents services are getting more and more variables. So, mobile contents development needs not only contents design but also guideline for just mobile. And when mobile contents are developed, it is important to pass the limit and restriction of the mobile. The restrictions of mobile are small browser and screen size, limited download size and uncomfortable navigation. So each contents of mobile guideline will be presented for user's usability, easy of development and consistency of rule. This paper will be proposed methodology which is each contents of mobile guideline. Mobile web will be developed by mobile guideline which I proposed.

Keywords: Guideline, interface, mobile, mobile computing, userexperience.

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Authors: S. Raja Ratna, R. Ravi

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Wireless networks are built upon the open shared medium which makes easy for attackers to conduct malicious activities. Jamming is one of the most serious security threats to information economy and it must be dealt efficiently. Jammer prevents legitimate data to reach the receiver side and also it seriously degrades the network performance. The objective of this paper is to provide a general overview of jamming in wireless network. It covers relevant works, different jamming techniques, various types of jammers and typical prevention techniques. Challenges associated with comparing several anti-jamming techniques are also highlighted.

Keywords: Channel, Cryptography, Frequency, Jamming, Legitimate, Security, Wavelength.

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Authors: K. Reitner, F. Staberhofer, W. Ortner, M. Gerschberger

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The purpose of this paper is to identify the main challenges faced by companies in the timber construction sector and to provide improvement opportunities that can be implemented on a short-, medium- and long-term basis. To identify the challenges and propose actions for each company a literature review and a multiple case research were conducted using the Quick Scan Audit Methodology. Finally, the findings and outcomes are compared with each other to support companies in the timer construction sector when implementing and restructuring their day-to-day activities.

Keywords: Supply chain management, supply chain challenges and opportunities, timber construction sector.

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Authors: K. Knüppel, G. Meyer, P. Nyhuis

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The increasing interconnectedness and complexity of  production processes raise the susceptibility of production systems to  failure. Therefore, the ability to respond quickly to failures is  increasingly becoming a competitive factor. The research project  "Sustainable failure management in manufacturing SMEs" is  developing a methodology to identify failures in the production and  select preventive and reactive measures in order to correct failures  and to establish sustainable failure management systems.

 

Keywords: Failure categorization, failure management, logistic performance, production optimization.

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Authors: Ola A. Nassr, Ali M. Abd Alridha, Rua A. Naser, Rasha S. Abbas

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Background: Excessive and inappropriate use of antimicrobial agents among hospitalized patients remains an important patient safety and public health issue worldwide. Not only does this behavior incur unnecessary cost but it is also associated with increased morbidity and mortality. The objective of this study is to obtain an insight into the prescribing patterns of antibiotics in surgical and medical wards, to help identify a scope for improvement in service delivery. Method: A simple point prevalence survey included a convenience sample of 200 patients admitted to medical and surgical wards in a government teaching hospital in Baghdad between October 2017 and April 2018. Data were collected by a trained pharmacy intern using a standardized form. Patient’s demographics and details of the prescribed antibiotics, including dose, frequency of dosing and route of administration, were reported. Patients were included if they had been admitted at least 24 hours before the survey. Patients under 18 years of age, having a diagnosis of cancer or shock, or being admitted to the intensive care unit, were excluded. Data were checked and entered by the authors into Excel and were subjected to frequency analysis, which was carried out on anonymized data to protect patient confidentiality. Results: Overall, 88.5% of patients (n=177) received 293 antibiotics during their hospital admission, with a small variation between wards (80%-97%). The average number of antibiotics prescribed per patient was 1.65, ranging from 1.3 for medical patients to 1.95 for surgical patients. Parenteral third-generation cephalosporins were the most commonly prescribed at a rate of 54.3% (n=159) followed by nitroimidazole 29.4% (n=86), quinolones 7.5% (n=22) and macrolides 4.4% (n=13), while carbapenems and aminoglycosides were the least prescribed together accounting for only 4.4% (n=13). The intravenous route was the most common route of administration, used for 96.6% of patients (n=171). Indications were reported in only 63.8% of cases. Culture to identify pathogenic organisms was employed in only 0.5% of cases. Conclusion: Broad-spectrum antibiotics are prescribed at an alarming rate. This practice may provoke antibiotic resistance and adversely affect the patient outcome. Implementation of an antibiotic stewardship program is warranted to enhance the efficacy, safety and cost-effectiveness of antimicrobial agents.

Keywords: Acute care, antibiotic misuse, Iraq, prescribing.

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Authors: Payman Davoodi-Nasab, Ahmad Rahbar-Kelishami, Jaber Safdari, Hossein Abolghasemi

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The high purity rare earth elements (REEs) have been vastly used in the field of chemical engineering, metallurgy, nuclear energy, optical, magnetic, luminescence and laser materials, superconductors, ceramics, alloys, catalysts, and etc. Neodymium is one of the most abundant rare earths. By development of a neodymium–iron–boron (Nd–Fe–B) permanent magnet, the importance of neodymium has dramatically increased. Solvent extraction processes have many operational limitations such as large inventory of extractants, loss of solvent due to the organic solubility in aqueous solutions, volatilization of diluents, etc. One of the promising methods of liquid membrane processes is emulsion liquid membrane (ELM) which offers an alternative method to the solvent extraction processes. In this work, a study on Nd extraction through multi-walled carbon nanotubes (MWCNTs) assisted ELM using response surface methodology (RSM) has been performed. The ELM composed of diisooctylphosphinic acid (CYANEX 272) as carrier, MWCNTs as nanoparticles, Span-85 (sorbitan triooleate) as surfactant, kerosene as organic diluent and nitric acid as internal phase. The effects of important operating variables namely, surfactant concentration, MWCNTs concentration, and treatment ratio were investigated. Results were optimized using a central composite design (CCD) and a regression model for extraction percentage was developed. The 3D response surfaces of Nd(III) extraction efficiency were achieved and significance of three important variables and their interactions on the Nd extraction efficiency were found out. Results indicated that introducing the MWCNTs to the ELM process led to increasing the Nd extraction due to higher stability of membrane and mass transfer enhancement. MWCNTs concentration of 407 ppm, Span-85 concentration of 2.1 (%v/v) and treatment ratio of 10 were achieved as the optimum conditions. At the optimum condition, the extraction of Nd(III) reached the maximum of 99.03%.

Keywords: Emulsion liquid membrane, extraction of neodymium, multi-walled carbon nanotubes, response surface method.

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Authors: Juan P. Zamora, Wilson Adarme, Laura Palacios

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This paper shows a traceability framework for supply risk monitoring, beginning with the identification, analysis, and evaluation of the supply chain risk and focusing on the supply operations of the Health Care Institutions with oncology services in Bogota, Colombia. It includes a brief presentation of the state of the art of the Supply Chain Risk Management and traceability systems in logistics operations, and it concludes with the methodology to integrate the SCRM model with the traceability system.

Keywords: Supply risk, risk monitoring, supply chain risk management, cancer drugs, traceability systems.

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Authors: S. Swapna Kumar

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A Vehicular Ad-Hoc Network (VANET) is a mobile Ad-Hoc Network that provides connectivity moving device to fixed equipments. Such type of device is equipped with vehicle provides safety for the passengers. In the recent research areas of traffic management there observed the wide scope of design of new methodology of extension of wireless sensor networks and ad-hoc network principal for development of VANET technology. This paper provides the wide research view of the VANET and MANET concept for the researchers to contribute the better optimization technique for the development of effective and fast atomization technique for the large size of data exchange in this complex networks.

Keywords: Ad-Hoc, MANET, Sensors, Security, VANET

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Authors: Linda H. Meyer, Carol S. Sternberger

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Self-efficacy, self-reliance, and motivation were examined in a quasi-experimental study with 178 sophomore university students. Participants used an interactive cardiovascular anatomy and physiology CD-ROM, and completed a 15-item questionnaire. Reliability of the questionnaire was established using Cronbach-s alpha. Post-tests and course grades were examined using a t-test, demonstrating no significance. Results of an item-to-item analysis of the questionnaire showed overall satisfaction with the teaching methodology and varied results for self-efficacy, selfreliance, and motivation. Kendall-s Tau was calculated for all items in the questionnaire.

Keywords: Asynchronous learning environments, motivation, self-efficacy, self-reliance.

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Authors: Kiurski J., Marić B., Djaković V., Adamović S., Oros I., Krstić J.

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This paper presents the study of parameters affecting the environment protection in the printing industry. The paper has also compared LCA studies performed within the printing industry in order to identify common practices, limitations, areas for improvement, and opportunities for standardization. This comparison is focused on the data sources and methodologies used in the printing pollutants register. The presented concepts, methodology and results represent the contribution to the sustainable development management. Furthermore, the paper analyzes the result of the quantitative identification of hazardous substances emitted in printing industry of Novi Sad.

Keywords: LCA, parameters of pollution, printing industry, register

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Authors: Pei-Ti Chen, Ren-Hua Kung, Ming –Yi Huang , Fuu-Diing Chen, Lei Pei

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Medical Tourism is a new development in Taiwan recently. The willingness and barriers of potential tourists from China to participate medical tourism are studied. A questionnaire survey is conducted and the SPSS software is used to analyze data. The results show that under one fifth of respondents express full medical tourism participation willingness. Among travel barriers toward medical tourism, “insufficient information of medical tourism trip", “not enough time", “no companion", “worrying about unsatisfied itinerary." are perceived the most important barriers.

Keywords: medical tourism, travel barriers, participation willingness

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Authors: Charlie Y. Shim, Mina Choi, Jung Y. Kim

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Software engineering education not only embraces technical skills of software development but also necessitates communication and interaction among learners. In this paper, it is proposed to adapt the PBL methodology that is especially designed to be integrated into software engineering classroom in order to promote collaborative learning environment. This approach helps students better understand the significance of social aspects and provides a systematic framework to enhance teamwork skills. The adaptation of PBL facilitates the transition to an innovative software development environment where cooperative learning can be actualized.

Keywords: problem-based learning, software engineering, software process models, teamwork.

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Authors: Zhao Linfei, Gu Qingliang

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China apparel industry, which is deeply embedded in the global production network (GPN), faces the dual pressures of social upgrading and economic upgrading. Based on the survey in Ningbo apparel cluster, the paper shows the state of corporate social responsibility (CSR) in China apparel industry is better than before. And the investigation indicates that the firms who practice CSR actively perform better both socially and economically than those who inactively. The research demonstrates that CSR can be an initial capital rather than cost, and “doing well by doing good" is also existed in labor intensive industry.

Keywords: Global production network, corporate social responsibility, China apparel industry.

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Authors: M. Stoklasa, H. Starzyczna, L. Zotykova

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This article deals with consumer ethnocentrism in the Moravian-Silesian region in the Czech Republic. Research was focused on finding out how strong consumer ethnocentrism is in the region and how it depends on demographic factors. The used method is CETSCALE and the data were obtained by questionnaire survey, analyzed by IBM SPSS. From the thousands of respondents the representative sample of 414 for MS region was created based on demographic factors of gender, age, education and income. The research analysis disclosed that consumer ethnocentrism in MS region depends on education and income and is independent on gender and age.

Keywords: Consumer ethnocentrism, demographic factors, foreign products, local products.

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Authors: H. Bevrani, N. Najafi

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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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Authors: Shuki Dror

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This work discusses an innovative methodology for deployment of service quality characteristics. Four groups of organizational features that may influence the quality of services are identified: human resource, technology, planning, and organizational relationships. A House of Service Quality (HOSQ) matrix is built to extract the desired improvement in the service quality characteristics and to translate them into a hierarchy of important organizational features. The Mean Square Error (MSE) criterion enables the pinpointing of the few essential service quality characteristics to be improved as well as selection of the vital organizational features. The method was implemented in an engineering supply enterprise and provides useful information on its vital service dimensions.

Keywords: HOQ, organizational features, service quality.

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