Search results for: Dough quality

Authors: Nuntaporn Aukkanit

Abstract:

The aim of this study was to determine the effect of oils on chemical, physical, and sensory properties of deep-fried dough stick. Five kinds of vegetable oil which were used for addition and frying consist of: palm oil, soybean oil, sunflower oil, rice bran oil, and canola oil. The results of this study showed that using different kinds of oil made significant difference in the quality of deep-fried dough stick. Deep-fried dough stick fried with the rice bran oil had the lowest moisture loss and oil absorption (p≤0.05), but it had some unsatisfactory physical properties (color, specific volume, density, and texture) and sensory characteristics. Nonetheless, deep-fried dough stick fried with the sunflower oil had moisture loss and oil absorption slightly more than the rice bran oil, but it had almost higher physical and sensory properties. Deep-fried dough sticks together with the sunflower oil did not have different sensory score from the palm oil, commonly used for production of deep-fried dough stick. These results indicated that addition and frying with the sunflower oil are appropriate for the production of deep-fried dough stick.

Keywords: Deep-fried dough stick, palm oil, sunflower oil, rice bran oil.

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Authors: Martins Sabovics, Karina Ruse, Evita Straumite, Ruta Galoburda

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The research was accomplished on triticale flour blend, which was made from whole grain triticale, rye, hull-less barley flour and rice, maize flour. The aim of this research was to evaluate physico-chemical and sensory properties of triticale flour blend dough in the mixing and fermentation processes. For dough making was used triticale flour blend, yeast, sugar, salt, and water. In the mixing process ware evaluated moisture, acidity, pH, and dough sensory properties (softness, viscosity, and stickiness), but in the fermentation process ware evaluated volume, moisture, acidity, and pH. During present research was established that increasing fermentation temperature and time, increase dough temperature, volume, moisture, and acidity. The mixing time and fermentation time and temperature have significant effect (p<0.05) on triticale flour blend dough physico-chemical and sensory properties.

Keywords: Dough quality, dough fermentation, dough mixing, triticale flour blend.

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Authors: Ljubica Dokić, Ivana Nikolić, Dragana Šoronja–Simović, Zita Šereš, Biljana Pajin, Nils Juul, Nikola Maravić

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The possibility of application the dietary fibers in production of crackers was observed in this work, as well as their influence on rheological and textural properties on the dough for crackers and influence on sensory properties of obtained crackers. Three different dietary fibers, oat, potato and pea fibers, replaced 10% of wheat flour. Long fermentation process and baking test method were used for crackers production. The changes of dough for crackers were observed by rheological methods of determination the viscoelastic dough properties and by textural measurements. Sensory quality of obtained crackers was described using quantity descriptive method (QDA) by trained members of descriptive panel. Additional analysis of crackers surface was performed by videometer. Based on rheological determination, viscoelastic properties of dough for crackers were reduced by application of dietary fibers. Manipulation of dough with 10% of potato fiber was disabled, thus the recipe modification included increase in water content at 35%. Dough compliance to constant stress for samples with dietary fibers decreased, due to more rigid and stiffer dough consistency compared to control sample. Also, hardness of dough for these samples increased and dough extensibility decreased. Sensory properties of final products, crackers, were reduced compared to control sample. Application of dietary fibers affected mostly hardness, structure and crispness of the crackers. Observed crackers were low marked for flavor and taste, due to influence of fibers specific aroma. The sample with 10% of potato fibers and increased water content was the most adaptable to applied stresses and to production process. Also this sample was close to control sample without dietary fibers by evaluation of sensory properties and by results of videometer method.

Keywords: Crackers, dietary fibers, rheology, sensory properties.

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Authors: Aleksandra Mišan, Bojana Šarić, Nataša Nedeljković, Mladenka Pestorić, Pavle Jovanov, Milica Pojić, Jelena Tomić, Bojana Filipčev, Miroslav Hadnađev, Anamarija Mandić

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With the aim of improving nutritional profile and antioxidant capacity of gluten-free cookies, blueberry pomace, by-product of juice production, was processed into a new food ingredient by drying and grinding and used for a gluten-free cookie formulation. Since the quality of a baked product is highly influenced by the baking conditions, the objective of this work was to optimize the baking time and thickness of dough pieces, by applying Response Surface Methodology (RSM) in order to obtain the best technological quality of the cookies. The experiments were carried out according to a Central Composite Design (CCD) by selecting the dough thickness and baking time as independent variables, while hardness, color parameters (L*, a* and b* values), water activity, diameter and short/long ratio were response variables. According to the results of RSM analysis, the baking time of 13.74min and dough thickness of 4.08mm was found to be the optimal for the baking temperature of 170°C. As similar optimal parameters were obtained by previously conducted experiment based on sensory analysis, response surface methodology (RSM) can be considered as a suitable approach to optimize the baking process.

Keywords: Baking process, blueberry pomace, gluten-free cookies, Response Surface Methodology.

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Authors: Ghulam Mueen-ud-Din, Salim-ur-Rehman, Faqir M. Anjum, Haq Nawaz, Mian A. Murtaza

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The effect of wheat flour extraction rates on flour composition, farinographic characteristics and the quality of sourdough naans was investigated. The results indicated that by increasing the extraction rate, the amount of protein, fiber, fat and ash increased, whereas moisture content decreased. Farinographic characteristic like water absorption and dough development time increased with an increase in flour extraction rate but the dough stabilities and tolerance indices were reduced with an increase in flour extraction rates. Titratable acidity for both sourdough and sourdough naans also increased along with flour extraction rate. The study showed that overall quality of sourdough naans were affected by both flour extraction rate and starter culture used. Sensory analysis of sourdough naans revealed that desirable extraction rate for sourdough naan was 76%.

Keywords: Extraction rates, Farinographic characteristics, Flour composition, Sourdough naans, Wheat flour.

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Authors: Z. Didar, A. Pourfarzad, M. H. Haddad Khodaparast

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Nowadays, consumption of whole flours and flours with high extraction rate is recommended, because of their high amount of fibers, vitamins and minerals. Despite nutritional benefits of whole flour, concentration of some undesirable components such as phytic acid is higher than white flour. In this study, effect of several lactic acid bacteria sourdough on Toast bread is investigated. Sourdough from lactic acid bacteria (Lb. plantarum, Lb. reuteri) with different dough yield (250 and 300) is made and incubated at 30°C for 20 hour, then added to dough in the ratio of 10, 20 and 30% replacement. Breads that supplemented with Lb. plantarum sourdough had lower phytic acid. Higher replacement of sourdough and higher DY cause higher decrease in phytic acid content. Sourdough from Lb. plantarum, DY = 300 and 30% replacement cause the highest decrease in phytic acid content (49.63 mg/100g). As indicated by panelists, Lb. reuteri sourdough can present the greatest effect on overall quality score of the breads. DY reduction cause a decrease in bread quality score. Sensory score of Toast bread is 81.71 in the samples that treated with Lb. reuteri sourdough with DY = 250 and 20% replacement.

Keywords: Phytic Acid, Sourdough, Toast Bread, Whole Wheat Flour, Lactic Acid Bacteria.

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Authors: Ahmed M. S. Hussein, Sahar Y. Al-Okbi

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In the present research, whole meal barley flour (WBF) was supplemented with gelatinized corn flour (GCF) in 0 and 30%. Whole meal wheat flour (WWF) was mixed with defatted rice bran (DRB) to produce 0, 20, 25, and 30% replacement levels. Rheological properties of dough were studied. Thermal properties and starch crystallinity of flours were evaluated. Flat bread, balady bread and pie were prepared from the different flour blends. The different bakeries were sensory evaluated. Color of raw materials and crust of bakery products were determined. Nutrients contents of raw flours and food products were assessed. Results showed that addition of GCF to WBF increased the viscosity and falling number of the produced dough. Water absorption, dough development time and dough stability increased with increasing the level of DRB in dough while, weakening and mixing tolerance index decreased. Extensibility and energy decreased, while, resistance to extension increased as DRB level increased. Gelatinized temperature of WWF, WBF, GCF, and DRB were 13.26, 35.09, 28.33, and 39.63, respectively. Starch crystallinity was affected when DRB was added to WWF. The highest protein content was present in balady bread made from 70% WWF and 30% DRB. The highest calcium, phosphorus, and potassium levels were present in products made from 100% WBF. Sensory attributes of the products were slightly affected by adding DRB and GCF. Conclusion: Addition of DRB or GCF to WWF or WBF, respectively affect the physical, chemical, rheological and sensory properties of balady bread, flat bread, and pie while improved their nutritive values.

Keywords: Bakeries, rheological properties, chemical and sensory attributes, flour thermal properties and starch crystallinity.

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Authors: E. Soboleva, E. Sergachyova, S. G. Davydenko, T. V. Meledina

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Problem of food preservation is extremely important for mankind. Viscous damage ("illness") of bread results from development of Bacillus spp. bacteria. High temperature resistant spores of this microorganism are steady against 120°C) and remain in bread during pastries, potentially causing spoilage of the final product. Scientists are interested in further characterization of bread spoiling Bacillus spp. species. Our aim was to find weather yeast Saccharomyces cerevisiae strains that are able to produce natural antimicrobial killer factor can preserve bread illness. By diffusion method, we showed yeast antagonistic activity against spore-forming bacteria. Experimental technological parameters were the same as for bakers' yeasts production on the industrial scale. Risograph test during dough fermentation demonstrated gas production. The major finding of the study was a clear indication of the presence of killer yeast strain antagonistic activity against rope in bread causing bacteria. After demonstrating antagonistic effect of S. cerevisiae on bacteria using solid nutrient medium, we tested baked bread under provocative conditions. We also measured formation of carbon dioxide in the dough, dough-making duration and quality of the final products, when using different strains of S. cerevisiae. It is determined that the use of yeast S. cerevisiae RCAM 01730 killer strain inhibits appearance of rope in bread. Thus, natural yeast antimicrobial killer toxin, produced by some S. cerevisiae strains is an anti-rope in bread protector.

Keywords: Bakers' yeasts, rope in bread, Saccharomyces cerevisiae.

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Authors: Banafsheh Aghamohammadi, Masoud Honarvar, Babak Ghiassi Tarzi

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Usage of different components has been considered to improve the quality and nutritional properties of cakes in recent years. The effects of applying some sweeteners, instead of sugar, have been evaluated in cakes and many bread formulas up to now; but there has not been any research about the usage of by-products of sugar factories such as Wash and Green-A Syrups in cake formulas. In this research, the effects of substituting 25%, 50%, 75% and 100% of sugar with Wash and Green-A Syrups on some dough and cake properties, such as pH, viscosity, density, volume, weight loss, moisture, water activity, texture, staling, color and sensory evaluations, are studied. The results of these experiments showed that the pH values were not significantly different among any of the all cake batters and also most of the cake samples. Although differences among viscosity and specific gravity of all treatments were both significant and insignificant, these two parameters resulted in higher volume in all samples than the blank one. The differences in weight loss, moisture content and water activity of samples were insignificant. Evaluating of texture showed that the softness of most of samples is increased and the staling is decreased. Crumb color and sensory evaluations of samples were also affected by the replacement of sucrose with Wash and Green-A Syrups. According to the results, we can increase the shelf life and improve the quality and nutritional values of cake by using these kinds of syrups in the formulation.

Keywords: Cake, green-A syrup, quality tests, sensory evaluation, wash syrup.

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Authors: Nkongho Ayuketang Arreyndip, Ebobenow Joseph

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In this paper, to model a real life wind turbine, a probabilistic approach is proposed to model the dynamics of the blade elements of a small axial wind turbine under extreme stochastic wind speeds conditions. It was found that the power and the torque probability density functions even-dough decreases at these extreme wind speeds but are not infinite. Moreover, we also fund that it is possible to stabilize the power coefficient (stabilizing the output power)above rated wind speeds by turning some control parameters. This method helps to explain the effect of turbulence on the quality and quantity of the harness power and aerodynamic torque.

Keywords: Probability, Stochastic, Probability density function, Turbulence.

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Authors: J. Ruso, M. Krsmanovic, A. Trajkovic, Z. Rakicevic

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Since the late 1970s, quality management has become an important tool for achieving a high quality of public e-administration services in many countries. Very important part of quality management in e-administration is measurement of quality indicators related to this sector. Therefore, this paper gives a description of e-administration, including statistics about it and other examples from many countries worldwide, as well as the explanation of quality management in public e-administration. The paper also gives a list and description of quality indicators relevant to e-administration, as part of quality management within the e-administration. Through a literature review and best practices, the paper aims to analyze quality indicators measurement and other parts of good quality management when it comes to the public e-administration and consequently to show the usefulness of quality management in public e-administration in order to provide services of high quality.

Keywords: e-Administration, quality indicators, quality management.

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Authors: Crt Gerlec, Marjan Hericko

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The aim of every software product is to achieve an appropriate level of software quality. Developers and designers are trying to produce readable, reliable, maintainable, reusable and testable code. To help achieve these goals, several approaches have been utilized. In this paper, refactoring technique was used to evaluate software quality with a quality index. It is composed of different metric sets which describes various quality aspects.

Keywords: Refactoring, Software Metrics, Software Quality, Quality Index, Agile methodologies

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Authors: Nguyen Manh Hien

Abstract:

Service quality is the highest requirement by users,  especially for the service in electronic government. During the past  decades, it has become a major area of academic investigation.  Considering this issue, there are a lot of researches that evaluated the  dimensions and e-service contexts. This study also identified the  dimensions of service quality, but focuses on a new concept and  provides a new methodology in developing measurement scales of  e-service quality such as information quality, service quality and  organization quality. Finally, this study will suggest a key factor to  evaluate e-government service quality better.

 

Keywords: E-government, e-service, e-service quality, dimensionality.

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Authors: Amal M. Alrayes

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Data and system quality play a central role in organizational success, and the quality of any existing information system has a major influence on the effectiveness of overall system performance. Given the importance of system and data quality to an organization, it is relevant to highlight their importance on organizational performance in the Kingdom of Bahrain. This research aims to discover whether system quality and data quality are related, and to study the impact of system and data quality on organizational success. A theoretical model based on previous research is used to show the relationship between data and system quality, and organizational impact. We hypothesize, first, that system quality is positively associated with organizational impact, secondly that system quality is positively associated with data quality, and finally that data quality is positively associated with organizational impact. A questionnaire was conducted among public and private organizations in the Kingdom of Bahrain. The results show that there is a strong association between data and system quality, that affects organizational success.

Keywords: Data quality, performance, system quality.

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Authors: Nor Fazlina Iryani Abdul Hamid, Mohamad Khatim Hasan

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Numbers of software quality measurement system have been implemented over the past few years, but none of them focuses on telecommunication industry. Software quality measurement system for telecommunication industry was a system that could calculate the quality value of the measured software that totally focused in telecommunication industry. Before designing a system, quality factors, quality attributes and quality metrics were identified based on literature review and survey. Then, using the identified quality factors, quality attributes and quality metrics, quality model for telecommunication industry was constructed. Each identified quality metrics had its own formula. Quality value for the system was measured based on the quality metrics and aggregated by referring to the quality model. It would classify the quality level of the software based on Net Satisfaction Index (NSI). The system was designed using object-oriented approach in web-based environment. Thus, existing of software quality measurement system was important to both developers and users in order to produce high quality software product for telecommunication industry.

Keywords: Software Quality, Quality Measurement, Object-oriented Approach, Net satisfaction Index.

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Authors: Abdoullah Fath-Allah, Laila Cheikhi, Rafa E. Al-Qutaish, Ali Idri

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Many quality models have been used to measure egovernment portals quality. However, the absence of an international consensus for e-government portals quality models results in many differences in terms of quality attributes and measures. The aim of this paper is to compare and analyze the existing e-government quality models proposed in literature (those that are based on ISO standards and those that are not) in order to propose guidelines to build a good and useful e-government portals quality model. Our findings show that, there is no e-government portal quality model based on the new international standard ISO 25010. Besides that, the quality models are not based on a best practice model to allow agencies to both; measure e-government portals quality and identify missing best practices for those portals.

Keywords: E-government, portal, best practices, quality model, ISO, standard, ISO 25010, ISO 9126.

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Authors: Mohamed Idris S. Abozaed, Suliman Mohamed Elrajoubi

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Researches and concerns in power quality gained significant momentum in the field of power electronics systems over the last two decades globally. This sudden increase in the number of concerns over power quality problems is a result of the huge increase in the use of non-linear loads. In this paper, power quality evaluation of some distribution networks at Misurata - Libya has been done using a power quality and energy analyzer (Fluke 437 Series II). The results of this evaluation are used to minimize the problems of power quality. The analysis shows the main power quality problems that exist and the level of awareness of power quality issues with the aim of generating a start point which can be used as guidelines for researchers and end users in the field of power systems.

Keywords: Power Quality Disturbances, Power Quality Evaluation, Statistical Analysis.

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Authors: M. Stoklasa, H. Starzyczna, K. Matusinska

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This article deals with the perceived quality of regional products in the Moravian-Silesian region in the Czech Republic. Research was focused on finding out what do consumers perceive as a quality product and what characteristics make a quality product. The data were obtained by questionnaire survey andanalysed by IBM SPSS. From the thousands of respondents the representative sample of 719 for MS region was created based on demographic factors of gender, age, education and income. The research analysis disclosed that consumers in MS region are still price oriented and that the preference of quality over price does not depend on regional brand knowledge.

Keywords: Regional brands, quality products, characteristics of quality, quality over price.

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Authors: Ratchakit Sakuldee, Somkait Udomhunsakul

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Measurement of the quality of image compression is important for image processing application. In this paper, we propose an objective image quality assessment to measure the quality of gray scale compressed image, which is correlation well with subjective quality measurement (MOS) and least time taken. The new objective image quality measurement is developed from a few fundamental of objective measurements to evaluate the compressed image quality based on JPEG and JPEG2000. The reliability between each fundamental objective measurement and subjective measurement (MOS) is found. From the experimental results, we found that the Maximum Difference measurement (MD) and a new proposed measurement, Structural Content Laplacian Mean Square Error (SCLMSE), are the suitable measurements that can be used to evaluate the quality of JPEG200 and JPEG compressed image, respectively. In addition, MD and SCLMSE measurements are scaled to make them equivalent to MOS, given the rate of compressed image quality from 1 to 5 (unacceptable to excellent quality).

Keywords: JPEG, JPEG2000, objective image quality measurement, subjective image quality measurement, correlation coefficients.

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Authors: Y. Q. Lv, C.K.M. Lee

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This paper develops a quality estimation method with the application of fuzzy hierarchical clustering. Quality estimation is essential to quality control and quality improvement as a precise estimation can promote a right decision-making in order to help better quality control. Normally the quality of finished products in manufacturing system can be differentiated by quality standards. In the real life situation, the collected data may be vague which is not easy to be classified and they are usually represented in term of fuzzy number. To estimate the quality of product presented by fuzzy number is not easy. In this research, the trapezoidal fuzzy numbers are collected in manufacturing process and classify the collected data into different clusters so as to get the estimation. Since normal hierarchical clustering methods can only be applied for real numbers, fuzzy hierarchical clustering is selected to handle this problem based on quality standards.

Keywords: Quality Estimation, Fuzzy Quality Mean, Fuzzy Hierarchical Clustering, Fuzzy Number, Manufacturing system

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Authors: Ljubica Dokić, Ivana Nikolić, Dragana Šoronja–Simović, Biljana Pajin, Nils Juul

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In this work sensory characteristics of cookies with different amount of chestnut flour were determined by sensory and instrumental methods. The wheat flour for cookies was substituted with chestnut flour in three different levels (20, 40 and 60%) and the dough moisture was 22%. The control sample was with 100% of wheat flour. Sensory quality of the cookies was described using quantity descriptive method (QDA) by six trained members of descriptive panel. Instrumental evaluation included texture characterization by texture analyzer, the color measurements (CIE L*a*b* system) and determination by videometer.

The samples with 20% of chestnut flour were with highest ponderated score for overall sensory impression (17.6), which is very close to score for control sample (18). Increase in amount of chestnut flour caused decrease in scores for all sensory properties, thus overall sensory score decreased also. Compared to control sample and with increase in amount of chestnut flour, instrumental determination of the samples confirmed the sensory analysis results. The hardness of the cookies increased, as well as the values of red a^* and yellow (b*) component coordinate, but the values for lightness (L*) decreased. Also the values, evaluated by videometer at defined wavelength, were the highest for control cookies and decreased with increase in amount of chestnut flour.

Keywords: Cookies, chestnut flour, sensory characteristics.

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Authors: Shuki Dror

Abstract:

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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Authors: Asem M. Othman

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The expansion of the hospitality industry is distinctive in the 21st century. Services, by nature, are intangible. Hence, service quality, in general, is a complicated process to be measured and evaluated. Hotels, as a service sector and part of the hospitality industry, are growing rapidly. This research paper was carried out to identify the quality determinants that may affect hotel guests’ service quality perception. In this research paper, each quality determinant will be discussed, illustrated, and justified thoroughly via a systematic literature review. This paper sets the stage to measure the significant influence of the service quality determinants on guest satisfaction. The knowledge contribution from this study proposes to practitioners and/or hotel service providers, fundamental elements to adopt the implications into their policies.

Keywords: Hotel service, service quality, quality determinants, quality management.

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Authors: Jehad Al Dallal

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Software engineers apply different measures to quantify the quality of software design. These measures consider artifacts developed at low or high level software design phases. The results are used to point to design weaknesses and to indicate design points that have to be restructured. Understanding the relationship among the quality measures and among the design quality aspects considered by these measures is important to interpreting the impact of a measure for a quality aspect on other potentially related aspects. In addition, exploring the relationship between quality measures helps to explain the impact of different quality measures on external quality aspects, such as reliability and maintainability. In this paper, we report a replication study that empirically explores the correlation between six well known and commonly applied design quality measures. These measures consider several quality aspects, including complexity, cohesion, coupling, and inheritance. The results indicate that inheritance measures are weakly correlated to other measures, whereas complexity, coupling, and cohesion measures are mostly strongly correlated.  

Keywords: Quality attribute, quality measure, software design quality, spearman correlation.

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Authors: Denisa Ferenčíková, Petr Briš

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Customer audits are generally used to ensure customer that supplier is continuously able to meet his requirements while supplying him required products and services. However, customer audits can be considered as a very useful quality control tool for suppliers as well. In our paper, we analyzed the process of customer audits realized in Czech companies from both perspectives: a supplier´s viewpoint and customer´s viewpoint. At the end, we tried to emphasize some areas that should not be omitted during the audit process.

Keywords: Customer Audit, Quality Control, Quality Management, Product Quality, Service Quality, Process Quality.

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Authors: Humberto N. Teixeira, Isabel S. Lopes, Sérgio D. Sousa

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This article proposes a new methodology to be used by SMEs (Small and Medium enterprises) to characterize their performance in quality, highlighting weaknesses and area for improvement. The methodology aims to identify the principal causes of quality problems and help to prioritize improvement initiatives. This is a self-assessment methodology that intends to be easy to implement by companies with low maturity level in quality. The methodology is organized in six different steps which includes gathering information about predetermined processes and subprocesses of quality management, defined based on the well-known Juran-s trilogy for quality management (Quality planning, quality control and quality improvement) and, predetermined results categories, defined based on quality concept. A set of tools for data collecting and analysis, such as interviews, flowcharts, process analysis diagrams and Failure Mode and effects Analysis (FMEA) are used. The article also presents the conclusions obtained in the application of the methodology in two cases studies.

Keywords: Continuous improvement, Diagnosis, Quality Management, Self-assessment, SMEs

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Authors: Eva Nedeliakova, Juraj Camaj, Jaroslav Masek

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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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Authors: Vivek Agrawal, Vikas Tripathi, Nitin Seth

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E-service quality plays a significant role to achieve success or failure in any organization, offering services online. It will increase the competition among the organizations, to attract the customers on the basis of the quality of service provided by the organization. Better e-service quality will enhance the relationship with customers and their satisfaction. So the measurement of eservice quality is very important but it is a complex process due to the complex nature of services. Literature predicts that there is a lack of universal definition of e-service quality. The e-service quality measures in banking have great importance in achieving high customer base. This paper proposes a conceptual model for measuring e-service quality in Indian Banking Industry. Nine dimensions reliability, ease of use, personalization, security and trust, website aesthetic, responsiveness, contact and fulfillment had been identified. The results of this paper may help to develop a proper scale to measure the e-service quality in Indian Banking Industry, which may assist to maintain and improve the performance and effectiveness of e-service quality to retain customers.

Keywords: Banking, Service Quality, e-service quality, Dimensions.

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Authors: Carrie Ho, Darshana J. Kumar

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Urbanization has been found to impact stormwater runoff quantity and quality. A study catchment with mixed land use, residential and industrial were investigated and the water quality discharged from the catchment were sampled and tested for four basic water quality parameters; BOD5, NH3-N, NO3-N and P. One dry weather flow and several stormwater runoff were sampled. Results were compared to the USEPA stormwater quality benchmark values and the Interim National Water Quality Standards for Malaysia (INWQS). The concentration of the parameters was found to vary significantly between storms and the pollutant of concern was found to be NO3-N.

Keywords: Mixed land-use, urban runoff, water quality.

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Authors: Benjamin Kuester, Bjoern Eilert, Malte Stonis, Ludger Overmeyer

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Increasing quality requirements make reliable and effective quality management indispensable. This includes the complaint handling in which the 8D method is widely used. The 8D report as a written documentation of the 8D method is one of the key quality documents as it internally secures the quality standards and acts as a communication medium to the customer. In practice, however, the 8D report is mostly faulty and of poor quality. There is no quality control of 8D reports today. This paper describes the use of natural language processing for the automated evaluation of 8D reports. Based on semantic analysis and text-mining algorithms the presented system is able to uncover content and formal quality deficiencies and thus increases the quality of the complaint processing in the long term.

Keywords: 8D report, complaint management, evaluation system, text-mining.

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