Search results for: satisfaction degree membership function.

Authors: Mahmoud Saeidi, Khadijeh Saeidi, Mahmoud Khaleghi

Abstract:

In this paper, we propose a novel spatiotemporal fuzzy based algorithm for noise filtering of image sequences. Our proposed algorithm uses adaptive weights based on a triangular membership functions. In this algorithm median filter is used to suppress noise. Experimental results show when the images are corrupted by highdensity Salt and Pepper noise, our fuzzy based algorithm for noise filtering of image sequences, are much more effective in suppressing noise and preserving edges than the previously reported algorithms such as [1-7]. Indeed, assigned weights to noisy pixels are very adaptive so that they well make use of correlation of pixels. On the other hand, the motion estimation methods are erroneous and in highdensity noise they may degrade the filter performance. Therefore, our proposed fuzzy algorithm doesn-t need any estimation of motion trajectory. The proposed algorithm admissibly removes noise without having any knowledge of Salt and Pepper noise density.

Keywords: Image Sequences, Noise Reduction, fuzzy algorithm, triangular membership function

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Authors: Shahin Dezdar

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Over the past few years, companies in developing countries have implemented enterprise resource planning (ERP) systems. Regardless of the various benefits of the ERP system, its adoption and implementation have not been without problems. Many companies have assigned considerable organizational resources to their ERP projects, but have encountered unexpected challenges. Neglecting a number of important factors in ERP projects might lead to failure instead of success. User satisfaction is among those factors that has a major influence on ERP implementation success. So, this paper intends to investigate the key factors that create ERP users- satisfaction and to discover whether ERP users- satisfaction varies among different users- profiles. The study was conducted using a survey questionnaire which was distributed to ERP users in Iranian organizations. A total of 384 responses were collected and analyzed. The findings indicated that younger ERP users tend to be more satisfied with ERP systems. Furthermore, ERP users with more experiences in IT and also more educated users have more satisfaction with ERP softwares. However, the study found no satisfaction differences between men and women users.

Keywords: ERP, Enterprise resource planning, User satisfaction, Iran, Developing country

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Authors: B. Dora Arul Selvi, .N. Kamaraj

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Transient Stability is an important issue in power systems planning, operation and extension. The objective of transient stability analysis problem is not satisfied with mere transient instability detection or evaluation and it is most important to complement it by defining fast and efficient control measures in order to ensure system security. This paper presents a new Fuzzy Support Vector Machines (FSVM) to investigate the stability status of power systems and a modified generation rescheduling scheme to bring back the identified unstable cases to a more economical and stable operating point. FSVM improves the traditional SVM (Support Vector Machines) by adding fuzzy membership to each training sample to indicate the degree of membership of this sample to different classes. The preventive control based on economic generator rescheduling avoids the instability of the power systems with minimum change in operating cost under disturbed conditions. Numerical results on the New England 39 bus test system show the effectiveness of the proposed method.

Keywords: Fuzzy Support Vector Machine (FSVM), Incremental Cost, Preventive Control, Transient stability

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Authors: Tung-Liang Chen, Ming - Yi Huang, Tchiu-Hui Su

Abstract:

This study investigates the relationships between Work Motivation, Work Stress, and Job Satisfaction toward cross-strait employees. The target subjects are three manufacturing firms in Mainland China and Taiwan. Out of 450 distributed surveys, 352 valid surveys were obtained with the response rate of 78.22%.The findings have addressed three main pull factors toward cross-strait employees in choosing jobs, which are (1) high level of firm stability, (2) good firm image, and (3) good employee benefits. In addition, various employee attributes exert different impacts on Work Motivation, Work Stress, and Job Satisfaction. The comparison between expected and actual perceived Job Satisfaction toward cross-strait employees shows that “salary" ranks highest regarding expected Job Satisfaction whereas “co-worker relationship" ranks highest regarding actual perceived Job Satisfaction, which implies actual perceived Job Satisfaction do not match employee expectations. Therefore, this research further concludes that there exists differences between employees- expected and actual perceived Job Satisfaction.

Keywords: Cross-strait, job satisfaction, work motivation, work stress

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Authors: Sizhong Zhou, Hongxia Liu

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Let G be a graph of order n, and let k  2 and m  0 be two integers. Let h : E(G)  [0, 1] be a function. If e∋x h(e) = k holds for each x  V (G), then we call G[Fh] a fractional k-factor of G with indicator function h where Fh = {e  E(G) : h(e) > 0}. A graph G is called a fractional (k,m)-deleted graph if there exists a fractional k-factor G[Fh] of G with indicator function h such that h(e) = 0 for any e  E(H), where H is any subgraph of G with m edges. In this paper, it is proved that G is a fractional (k,m)-deleted graph if (G)  k + m + m k+1 , n  4k2 + 2k − 6 + (4k 2 +6k−2)m−2 k−1 and max{dG(x), dG(y)}  n 2 for any vertices x and y of G with dG(x, y) = 2. Furthermore, it is shown that the result in this paper is best possible in some sense.

Keywords: Graph, degree condition, fractional k-factor, fractional (k, m)-deleted graph.

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Authors: Rosie Borup, Hanifa Shah

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This paper aims to describe how student satisfaction is measured for work-based learners as these are non-traditional learners, conducting academic learning in the workplace, typically their curricula have a high degree of negotiation, and whose motivations are directly related to their employers- needs, as well as their own career ambitions. We argue that while increasing WBL participation, and use of SSD are both accepted as being of strategic importance to the HE agenda, the use of WBL SSD is rarely examined, and lessons can be learned from the comparison of SSD from a range of WBL programmes, and increased visibility of this type of data will provide insight into ways to improve and develop this type of delivery. The key themes that emerged from the analysis of the interview data were: learners profiles and needs, employers drivers, academic staff drivers, organizational approach, tools for collecting data and visibility of findings. The paper concludes with observations on best practice in the collection, analysis and use of WBL SSD, thus offering recommendations for both academic managers and practitioners.

Keywords: Student satisfaction data, work based learning, employer engagement, NSS.

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Authors: Enrique Claver Cortés, Bartolomé Marco Lajara, Eduardo Sánchez García, Pedro Seva Larrosa, Encarnación Manresa Marhuenda, Lorena Ruiz Fernández, Esther Poveda Pareja

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In recent decades, the analysis of the effects of clustering as an essential factor for the development of innovations and the competitiveness of enterprises has raised great interest in different areas. Nowadays, companies have access to almost all tangible and intangible resources located and/or developed in any country in the world. However, despite the obvious advantages that this situation entails for companies, their geographical location has shown itself, increasingly clearly, to be a fundamental factor that positively influences their innovative performance and competitiveness. Industrial clusters could represent a unique level of analysis, positioned between the individual company and the industry, which makes them an ideal unit of analysis to determine the effects derived from company membership of a cluster. Also, the absorptive capacity (hereinafter 'AC') can mediate the process of innovation development by companies located in a cluster. The transformation and exploitation of knowledge could have a mediating effect between knowledge acquisition and innovative performance. The main objective of this work is to determine the key factors that affect the degree of generation and use of knowledge from the environment by companies and, consequently, their innovative performance and competitiveness. The elements analyzed are the companies' membership of a cluster and the AC. To this end, 30 most relevant papers published on this subject in the "Web of Science" database have been reviewed. Our findings show that, within a cluster, the knowledge coming from the companies' environment can significantly influence their innovative performance and competitiveness, although in this relationship, the degree of access and exploitation of the companies to this knowledge plays a fundamental role, which depends on a series of elements both internal and external to the company.

Keywords: Absorptive capacity, clusters, innovation, knowledge.

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Authors: Zeeshan Hamid, Sarwar Mehmood Azhar

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The purpose of this paper is to evaluate the positive impact of SHRM practices and transformational leadership style on employees job satisfaction and to develop a conceptual understanding of the moderating role of transformational leadership between the relationship of SHRM practices and employees job satisfaction. This study focuses on four SHRM practices that have positive relationship with employee’s job satisfaction.

Keywords: Employee’s job satisfaction, moderating effect of transformational leadership, SHRM practices, transformational leadership, theoretical framework.

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Authors: Kiyoko Yoshimura, Yasunobu Kino

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Focusing on professional call centers where workers with expertise perform services, this study aims to clarify the relationships between emotional labor and job satisfaction and the effects of recognition of customer feedback. Since the professional call center operators consist of professional license holders (qualification holders) and those who do not (non-holders), the following three points are analyzed in the two groups by using covariance structure analysis and simultaneous multi-population analysis: 1) The relationship between emotional labor and job satisfaction, 2) customer feedback and job satisfaction, and 3) the intermediation effect between the emotional labor of customer feedback and job satisfaction. The following results are obtained: i) No direct effect is found between job satisfaction and emotional labor for qualification holders and non-holders, ii) for qualification holders and non-holders, recognition of positive feedback and recognition of negative feedback had positive and negative effects on job satisfaction, respectively, iii) for qualification and non-holders, “consideration for colleagues” influences job satisfaction by recognizing positive feedback, and iv) only for qualification holders, the factors “customer-oriented emotional expression” and “emotional disharmony” have a positive and negative effect on job satisfaction, respectively, through recognition of positive feedback and recognition of negative feedback.

Keywords: Call center, emotional labor, professional service, job satisfaction, customer feedback.

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Authors: Paul David Henry

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This paper describes the results and implications of a correlational study of learning styles and learner satisfaction. The relationship of these empirical concepts was examined in the context of traditional versus e-blended modes of course delivery in an introductory graduate research course. Significant results indicated that the visual side of the visual-verbal dimension of students- learning style(s) was positively correlated to satisfaction with themselves as learners in an e-blended course delivery mode and negatively correlated to satisfaction with the classroom environment in the context of a traditional classroom course delivery mode.

Keywords: Course delivery mode, e-blended, hybrid, learner satisfaction, learning style.

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Authors: Serkan Narlı, Ahmet Z. Ozcelik

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The theory of rough sets is generalized by using a filter. The filter is induced by binary relations and it is used to generalize the basic rough set concepts. The knowledge representations and processing of binary relations in the style of rough set theory are investigated.

Keywords: Rough set, fuzzy set, membership function, knowledge representation and processing, information theory

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Authors: Soungwan Kim

Abstract:

The present study analyzed the effect of discrimination experience on the life satisfaction in women with severe disabilities and the mediating effect of disability acceptance. In verifying this mediating effect of disability acceptance between discrimination experience and life satisfaction, both discrimination experience and disability acceptance were found to be statistically significant in the first and second phases. Disability acceptance was found to have a mediating effect on the relationship between discrimination experience and life satisfaction. Based on this finding, measures for enhancing the quality of life in individuals with disabilities that experience low levels of life satisfaction were proposed.

Keywords: Disability Discrimination, Disability Acceptance, Life Satisfaction, Mediating Effect.

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Authors: K.C. Deshmukh, P.G. Khot, Nikhil

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In the literature of information theory, there is necessity for comparing the different measures of fuzzy entropy and this consequently, gives rise to the need for normalizing measures of fuzzy entropy. In this paper, we have discussed this need and hence developed some normalized measures of fuzzy entropy. It is also desirable to maximize entropy and to minimize directed divergence or distance. Keeping in mind this idea, we have explained the method of optimizing different measures of fuzzy entropy.

Keywords: Fuzzy set, Uncertainty, Fuzzy entropy, Normalization, Membership function

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Authors: Mohamed Haffar, Muhammad Abdul Aziz, Ahmad Ghoneim

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The importance of having a good organizational culture that supports employee job satisfaction has fascinated both the business and academic world because of a tantalizing promise: culture can be fundamental to the enhancement of financial performance. This promise has led to growing interest for both researchers and practitioners in attempting to understand the influence of organizational culture on employees’ satisfaction and organizational performance. Even though the relationship between organizational culture and employee job satisfaction have gained attention in the literature, the majority of studies have been conducted within manufacturing organizations and tend to oversee the impact of culture on employee job satisfaction in a service-based environment. Thus, the main driving force of this study was to explore the role of organizational culture types in facilitating employee job satisfaction at Emerald Publishing Group. Interviews qualitative data analysis indicated that Emerald’s culture dominated by adhocracy and clan culture values. In addition, the findings provided evidence, which demonstrated that group and adhocracy organizational culture types play key roles in facilitating employee job satisfaction in a service-based environment.

Keywords: Employee satisfaction, organizational culture, performance, service based environment.

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Authors: Yuan Zheng

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3D model-based vehicle matching provides a new way for vehicle recognition, localization and tracking. Its key is to construct an evaluation function, also called fitness function, to measure the degree of vehicle matching. The existing fitness functions often poorly perform when the clutter and occlusion exist in traffic scenarios. In this paper, we present a practical and efficient fitness function. Unlike the existing evaluation functions, the proposed fitness function is to study the vehicle matching problem from both local and global perspectives, which exploits the pixel gradient information as well as the silhouette information. In view of the discrepancy between 3D vehicle model and real vehicle, a weighting strategy is introduced to differently treat the fitting of the model’s wireframes. Additionally, a normalization operation for the model’s projection is performed to improve the accuracy of the matching. Experimental results on real traffic videos reveal that the proposed fitness function is efficient and robust to the cluttered background and partial occlusion.

Keywords: 3D-2D matching, fitness function, 3D vehicle model, local image gradient, silhouette information.

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Authors: Siddhartha Bhattacharyya, Paramartha Dutta, Ujjwal Maulik, Prashanta Kumar Nandi

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A multilayer self organizing neural neural network (MLSONN) architecture for binary object extraction, guided by a beta activation function and characterized by backpropagation of errors estimated from the linear indices of fuzziness of the network output states, is discussed. Since the MLSONN architecture is designed to operate in a single point fixed/uniform thresholding scenario, it does not take into cognizance the heterogeneity of image information in the extraction process. The performance of the MLSONN architecture with representative values of the threshold parameters of the beta activation function employed is also studied. A three layer bidirectional self organizing neural network (BDSONN) architecture comprising fully connected neurons, for the extraction of objects from a noisy background and capable of incorporating the underlying image context heterogeneity through variable and adaptive thresholding, is proposed in this article. The input layer of the network architecture represents the fuzzy membership information of the image scene to be extracted. The second layer (the intermediate layer) and the final layer (the output layer) of the network architecture deal with the self supervised object extraction task by bi-directional propagation of the network states. Each layer except the output layer is connected to the next layer following a neighborhood based topology. The output layer neurons are in turn, connected to the intermediate layer following similar topology, thus forming a counter-propagating architecture with the intermediate layer. The novelty of the proposed architecture is that the assignment/updating of the inter-layer connection weights are done using the relative fuzzy membership values at the constituent neurons in the different network layers. Another interesting feature of the network lies in the fact that the processing capabilities of the intermediate and the output layer neurons are guided by a beta activation function, which uses image context sensitive adaptive thresholding arising out of the fuzzy cardinality estimates of the different network neighborhood fuzzy subsets, rather than resorting to fixed and single point thresholding. An application of the proposed architecture for object extraction is demonstrated using a synthetic and a real life image. The extraction efficiency of the proposed network architecture is evaluated by a proposed system transfer index characteristic of the network.

Keywords: Beta activation function, fuzzy cardinality, multilayer self organizing neural network, object extraction,

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Authors: Wan-Yu Liu, Yen-Hsiang Liu, Shing-Yi Huang, Hao-Zhi Wen

Abstract:

The private theme parks are gradually surpassing public-owned scenic areas after many years of development and have become a mainstream choice for domestic tourists. Previous studies show that visitors from different backgrounds differ in consumer behavior and satisfaction factors. An understanding of visitor satisfaction is therefore of extreme importance to operators of privately-owned theme parks. Importance-Performance Analysis (IPA) is used to measure consumer's potential satisfaction with services and has become a widely used management tool for strength and weakness analysis for brands, products, services and point of sales. As IPA has so far not been used to evaluate the visitor satisfaction with privately-owned theme parks, in this study the IPA method is used to analyze visitor satisfaction with Janfusun Fancyworld (one of the most popular private theme parks in Taiwan) and to rank visitor focus and satisfaction on/in theme park facilities and services. Results of the analysis provide private theme park operators with an understanding of user or consumer demands as well as an assessment of the quality of services currently offered.

Keywords: Satisfaction, Importance-Performance Analysis, Theme Parks, Janfusun Fancyworld.

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Authors: Pawalai Kraipeerapun, Chun Che Fung, Kok Wai Wong

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This paper proposes a novel approach to the question of lithofacies classification based on an assessment of the uncertainty in the classification results. The proposed approach has multiple neural networks (NN), and interval neutrosophic sets (INS) are used to classify the input well log data into outputs of multiple classes of lithofacies. A pair of n-class neural networks are used to predict n-degree of truth memberships and n-degree of false memberships. Indeterminacy memberships or uncertainties in the predictions are estimated using a multidimensional interpolation method. These three memberships form the INS used to support the confidence in results of multiclass classification. Based on the experimental data, our approach improves the classification performance as compared to an existing technique applied only to the truth membership. In addition, our approach has the capability to provide a measure of uncertainty in the problem of multiclass classification.

Keywords: Multiclass classification, feed-forward backpropagation neural network, interval neutrosophic sets, uncertainty.

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Authors: Thanawit Buafai, Siyathorn Khunon

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This paper aims to explore the satisfaction levels of tourism product components on the island of Samui by studying the cultural dimension relationships of Hofsted’s classic theory. Both the six Hofsted cultural dimensions and tourism production satisfaction measures have been of interest worldwide. Therefore, the challenge of this study is to re-confirm previous research results in the ever-changing current contexts of the modern globalized business era. Self-rated questionnaires were employed to collect data from six nationalities of tourists in Samui, totaling 386 samples. The reliability of this research methodology was 0.967. Correlation was applied to analyze the relationships. The results indicate that Masculinity is significantly related to tourism destination satisfaction for every factor, while the other five cultural dimensions are related to some factors of tourism satisfaction. Surprisingly, tourist satisfaction toward the bar/restaurant factor is significantly correlated with all six cultural dimensions.

Keywords: Cultural dimensions, tourism products, Samui, Thailand.

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Authors: Ahmad Puad Mat Som, Mohammad Bader Badarneh

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Tourism researchers have recently focused on repeat visitation as a part of destination loyalty. Different models have also considered satisfaction as the main determinant of revisit intention, while findings in many studies show it as a continuous issue. This conceptual paper attempts at evaluating recent empirical studies on satisfaction and revisit intention. Based on limitations and gaps in recent studies, the current paper suggests a new model that would be more comprehensive than those in previous studies. The new model offers new relationships between antecedents (destination image, perceived value, specific novelty seeking, and distance to destination) and both of satisfaction and revisit intention. Revisit intention in turn is suggested to be measured in a temporal approach.

Keywords: Satisfaction, revisit intention, a new model.

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Authors: A. G. Margaryan

Abstract:

Aims and Objectives: Assessment of health status and detection disorders of external respiration functions (ERF) during preventative medical examination among physicians of Armenia. Subjects and Methods: Overall, fifty-nine physicians (17 men and 42 women) were examined and spirometry was carried out. The average age of the physicians was 50 years old. The studies were conducted on the Micromedical MicroLab 3500 Spirometer. Results: 25.4% among 59 examined physicians are overweight; 22.0% of them suffer from obesity. Two physicians are currently smokers. About half of the examined physicians (50.8%) at the time of examination were diagnosed with some diseases and had different health-related problems (excluding the problems related to vision and hearing). FVC was 2.94±0.1, FEV1 – 2.64±0.1, PEF – 329.7±19.9, and FEV₁%/FVC – 89.7±1.3. Pathological changes of ERF are identified in 23 (39.0%) cases. 28.8% of physicians had first degree of restrictive disorders, 3.4% – first degree of combined obstructive/ restrictive disorders, 6.8% – second degree of combined obstructive/ restrictive disorders. Only three physicians with disorders of the ERF were diagnosed with chronic bronchitis and bronchial asthma. There were no statistically significant changes in ERF depending on the severity of obesity (P> 0.05). Conclusion: The study showed the prevalence of ERF among physicians, observing mainly mild and moderate changes in ERF parameters.

Keywords: Armenia, external respiration function, health status, physicians.

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Authors: Pedram Behyar, Maryam Heidari, Zahra Bayat

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the purpose of this research is to identify and clarify factors which have positive effect among user satisfaction and their social networking through websites. The examined factors in this research are; innovation, ease of use, trustworthy and customer support which are defined as satisfaction factors. To obtain reliable research approaches and to have better result in this research four hypothesizes used to test. This hypothesis testing has been done by correlation, regression and test of normality by using “SPSS16" also the data which was analyzed by this software. this data was gathered from prepaid questionnaire.

Keywords: Customer Satisfaction, Social Network Website

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Authors: Dayang Nailul Munna Abang Abdullah, Francine Rozario

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The main objectives of this study were to identify attributes that influence customer satisfaction and determine their relationships with customer satisfaction. The variables included in this research are place/ambience, food quality and service quality as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables, and dependent variables was constructed based on items determined by past research. 149 respondents from one of the well known hotel in Kuala Lumpur, MALAYSIA were selected as a sample. Psychometric testing was conducted to determine the reliability and validity of the questionnaire. From the findings, there were positive significant relationship between place/ambience (r=0.563**, p=0.000) and service quality (r=0.544**, p=0.000) with customer satisfaction. However, although relationship between food quality and customer satisfaction was significant, it was in the negative direction (r=- 0.268**, p=0.001). New findings were discovered after conducting this research and previous research findings were strengthened by the results of this research. Future researchers could concentrate on determining attributes that influence customer satisfaction when cost/price is not a factor and reasons for place/ambience is currently becoming the leading factor in determining customer satisfaction.

Keywords: Ambience, Customer Satisfaction, Food Quality, Service Quality.

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Authors: K. Varesi, A. Radan

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In this paper, a new Genetic Algorithm (GA) based methodology is proposed to optimize the Degree of Hybridization (DOH) in a passenger parallel hybrid car. At first step, target parameters for the vehicle are decided and then using ADvanced VehIcle SimulatOR (ADVISOR) software, the variation pattern of these target parameters, across the different DOHs, is extracted. At the next step, a suitable cost function is defined and is optimized using GA. In this paper, also a new technique has been proposed for deciding the number of battery modules for each DOH, which leads to a great improvement in the vehicle performance. The proposed methodology is so simple, fast and at the same time, so efficient.

Keywords: Degree of Hybridization (DOH), Electric Motor, Emissions, Fuel Economy, Genetic Algorithm (GA), Hybrid ElectricVehicle (HEV), Vehicle Performance

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Authors: Anomi Bearden, Brooke Goodyear, Alicia Khan

Abstract:

This repeated-measures experiment explored the effects of six weeks of gratitude practice on college students (N = 67) on relationship satisfaction and perceived superiority. Replicating previous research on gratitude practice, it was hypothesized that after consistent gratitude practice, participants in the experimental group (n = 32) would feel increased levels of relationship satisfaction compared to the control group (n = 35). Of particular interest was whether the level of perceived superiority would moderate the effect of gratitude practice on relationship satisfaction. The gratitude group evidenced significantly higher appreciation and marginally higher relationship satisfaction at post-test than the control group (both groups being equal at pre-test). Significant enhancements in gratitude, satisfaction, and feeling both appreciative and appreciated were found in the gratitude group, as well as significant enhancements in gratitude, satisfaction, and feeling appreciated in the control group. Appreciation for one’s partner was the only measure that improved in the gratitude group and not the control group from pre-test to post-test. Perceived superiority did not change significantly from pre-test to post-test in either group, supporting the prevalence and stability of this bias within people’s overall perceptions of their relationships.

Keywords: Gratitude, relationship satisfaction, perceived superiority, partner appreciation.

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Authors: Teerada Apibunyopas, Nithinant Thammakoranonta

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Many organizations bring e-Learning to use as a tool in their training and human development department. It is getting more popular because it is easy to access to get knowledge all the time and also it provides a rich content, which can develop the employees’ skill efficiently. This study is focused on the factors that affect using e-Learning efficiently, so it will make job satisfaction increasing. The questionnaires were sent to employees in large commercial banks, which use e-Learning located in Bangkok, the results from multiple linear regression analysis showed that employee’s characteristics, characteristics of e-Learning, learning and growth have influence on job satisfaction.

Keywords: e-Learning, Job Satisfaction, Learning and growth.

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Authors: Jeffrey L. Duffany

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An optimal solution for a large number of constraint satisfaction problems can be found using the technique of substitution and elimination of variables analogous to the technique that is used to solve systems of equations. A decision function f(A)=max(A2) is used to determine which variables to eliminate. The algorithm can be expressed in six lines and is remarkable in both its simplicity and its ability to find an optimal solution. However it is inefficient in that it needs to square the updated A matrix after each variable elimination. To overcome this inefficiency the algorithm is analyzed and it is shown that the A matrix only needs to be squared once at the first step of the algorithm and then incrementally updated for subsequent steps, resulting in significant improvement and an algorithm complexity of O(n3).

Keywords: Algorithm, complexity, constraint, np-complete.

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Authors: A. Golmohammadi, B. Jahandideh

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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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Authors: Anita Kéri

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Satisfying foreign student needs has been in the center of research interest in the past several years. Higher education institutions have been exploring factors influencing foreign student satisfaction to stay competitive on the educational market. Even though foreign student satisfaction and loyalty are topics investigated deeply in the literature, the academic years of 2020 and 2021 have revealed challenges never experienced before. With the COVID-19 pandemic, new factors have emerged that might influence foreign student satisfaction and loyalty in higher education. The aim of the current research is to shed lights on what factors influence foreign student satisfaction and loyalty in the post-pandemic educational era, and to reveal if the effects of factors influencing satisfaction and loyalty have changed compared to previous findings. Initial results show that students are less willing to participate in online surveys during and after the pandemic. The return rate of the survey instrument is below 5%. Results also reveal that there is a slight difference in what factors students deem important during pandemic times regarding their satisfaction and loyalty. The results of the current study help us determine what factors higher education institutions need to consider, when planning the future service affordances for their foreign students, that might influence their satisfaction and loyalty.

Keywords: COVID-19, foreign students, loyalty, pandemic, satisfaction.

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Authors: M. Daoud-Marrakchi, S. Fendri-Elouze, Ch. Ill, B. Bejar-Ghadhab

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The aim of this research is to propose a Measurement Scale for Patient Satisfaction (MSPS) in the context of Tunisian private clinics. This scale is developed using value management methods and is validated by statistic tools with SPSS.

Keywords: Functional analysis, Patient satisfaction, Questionnaire, Reliability, Validity.

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