Search results for: E-government services

Authors: Lien-Fa Lin, Yung-Ming Li, Fu-Shun Hsieh

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With the advancement of information technology and development of group commerce, people have obviously changed in their lifestyle. However, group commerce faces some challenging problems. The products or services provided by vendors do not satisfactorily reflect customers’ opinions, so that the sale and revenue of group commerce gradually become lower. On the other hand, the process for a formed customer group to reach group-purchasing consensus is time-consuming and the final decision is not the best choice for each group members. In this paper, we design a social decision support mechanism, by using group discussion message to recommend suitable options for group members and we consider social influence and personal preference to generate option ranking list. The proposed mechanism can enhance the group purchasing decision making efficiently and effectively and venders can provide group products or services according to the group option ranking list.

Keywords: Social network, group decision, text mining, group commerce.

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Authors: Wanida Suwunniponth

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The objectives of this research paper were to study the expectation and satisfaction of tourists in five tourism service quality dimensions, namely, website quality, service ability, trust ability, customer empathy, and responsiveness to customer and also to study the influences of satisfaction affecting loyalty toward quality service of the online tourism enterprises located in Bangkok Thailand. This research utilized both quantitative and qualitative research methods. In terms of quantitative method, a questionnaire was used as a tool to collect data from 400 tourists who were using in online travel services. Statistics analysis included descriptive statistics, t-test and Multiple Regression Analysis. In terms of qualitative analysis, an in-depth interview and content analysis were used along with 10 individual management levels of e-commerce enterprises.

The results revealed that the respondents had higher expectations than their level of satisfaction in all five categories. However, the respondents were more satisfied with online travel services than without online service. The demographic factors such as gender and age had no influence on the level of satisfaction whereas the demographic factors of education, occupation, and income had influenced the level of satisfaction. The test results also indicated that the level of satisfaction from responsiveness to customer had the highest influence on the loyalty of tourists who used online travel. The level of satisfaction from customer empathy had the highest influence on the tourists to recommend others to use online travel services. Also, the level of satisfaction from service ability had the highest influence on tourists to take an actual trip.

Keywords: Satisfaction, Loyalty, Service Quality, Online Tourism Enterprises.

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Authors: Ifere, Eugene Okoi, Eko, Eko Omini

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Taxation as a potent fiscal policy instrument through which infrastructures and social services that drive the development process of any society has been ineffective in Nigeria. The adoption of appropriate measures is, however, a requirement for the generation of adequate tax revenue. This study set out to investigates efficiency and effectiveness in the administration of tax in Nigeria, using Cross River State as a case-study. The methodology to achieve this objective is a qualitative technique using structured questionnaires to survey the three senatorial districts in the state; the central limit theory is adopted as our analytical technique. Result showed a significant degree of inefficiency in the administration of taxes. It is recommended that periodic review and update of tax policy will bring innovation and effectiveness in the administration of taxes. Also proper appropriation of tax revenue will drive development in needed infrastructural and social services.

Keywords: Administration, Efficiency, Effectiveness, Taxation

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Authors: Sahar S. Tabrizi, Dogan Ibrahim

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Cloud Computing is a convenient model for on-demand networks that uses shared pools of virtual configurable computing resources, such as servers, networks, storage devices, applications, etc. The cloud serves as an environment for companies and organizations to use infrastructure resources without making any purchases and they can access such resources wherever and whenever they need. Cloud computing is useful to overcome a number of problems in various Information Technology (IT) domains such as Geographical Information Systems (GIS), Scientific Research, e-Governance Systems, Decision Support Systems, ERP, Web Application Development, Mobile Technology, etc. Companies can use Cloud Computing services to store large amounts of data that can be accessed from anywhere on Earth and also at any time. Such services are rented by the client companies where the actual rent depends upon the amount of data stored on the cloud and also the amount of processing power used in a given time period. The resources offered by the cloud service companies are flexible in the sense that the user companies can increase or decrease their storage requirements or the processing power requirements at any time, thus minimizing the overall rental cost of the service they receive. In addition, the Cloud Computing service providers offer fast processors and applications software that can be shared by their clients. This is especially important for small companies with limited budgets which cannot afford to purchase their own expensive hardware and software. This paper is an overview of the Cloud Computing, giving its types, principles, advantages, and disadvantages. In addition, the paper gives some example engineering applications of Cloud Computing and makes suggestions for possible future applications in the field of engineering.

Keywords: Cloud computing, cloud services, IaaS, PaaS, SaaS, IoT.

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Authors: Françoise Petersen, Mike Pluke, Tatiana Kovacikova, Giovanni Bartolomeo

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As communications systems and technology become more advanced and complex, it will be increasingly important to focus on users- individual needs. Personalization and effective user profile management will be necessary to ensure the uptake and success of new services and devices and it is therefore important to focus on the users- requirements in this area and define solutions that meet these requirements. The work on personalization and user profiles emerged from earlier ETSI work on a Universal Communications Identifier (UCI) which is a unique identifier of the user rather than a range of identifiers of the many of communication devices or services (e.g. numbers of fixed phone at home/work, mobile phones, fax and email addresses). This paper describes work on personalization including standardized information and preferences and an architectural framework providing a description of how personalization can be integrated in Next Generation Networks, together with the UCI concept.

Keywords: Interoperability, Next Generation Network (NGN), Personalization, Universal Communications Identifier (UCI), User Profile Management (UPM)

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Authors: Irida Agolli Nasufi, Anxhela Bruci

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This paper presents Albanian government policies regarding the reintegration process for returning Albanian survivors of trafficking in human beings. Focusing on an in-depth analysis of governmental, non-governmental documents and semi-structured qualitative interviews conducted with service providers and trafficking survivors. Furthermore, this paper will especially focus on the governmental efforts to provide support to the survivors, focusing on their needs and challenges. This study explores the conditions and actual services provided to the survivors of trafficking in human beings that are in the reintegration process in Albania. Moreover, it examines the responsible mechanisms accountable for the reintegration process, by analysing synergies between governmental and non-governmental organisations. Also, this paper explores the governmental approach towards trafficking survivors and apprises policymakers to undertake changes and reforms in their future actions.

Keywords: Policies, social services, service user, trafficking in human beings, government.

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Authors: Silva, Fátima, Fernandes, Paula Odete

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The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the 'customers' increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a 'customers', thereby creating competitive advantages. These determinants of satisfaction are important elements that guide the strategy of an institution and allow the successful achievement of strategic plans, both teaching and administrative, to offer their ‘costumers’ services and products with higher quality. Following this way of thinking, the purpose of this study was to evaluate the satisfaction with the service quality of the School of Technology and Management of Bragança (ESTiG), of the Polytechnic Institute of Bragança, identifying, thus, the dimensions related to the quality of services that might influence students' satisfaction. The results showed that, in general, the students are satisfied with the performance of ESTiG.

Keywords: Customer Satisfaction, Higher Education Institutions, Importance-Satisfaction Model.

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Authors: Amna Javed, Hisashi Masuda, Youji Kohda

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This study examines the value analysis in Islamic and conventional banking services in Pakistan. Many scholars have focused on co-creation of values in services but mainly economic values not non-economic. As Islamic banking is based on Islamic principles that are more concerned with non-economic values (well-being, partnership, fairness, trust worthy, and justice) than economic values as money in terms of interest.  This study is important to know the providers point of view about the co-created values, because, it may be more sustainable and appropriate for today’s unpredictable socio-economic environment. Data were collected from 4 banks (2 Islamic and 2 conventional banks). Text mining technique is applied for data analysis, and values with 100% occurrences in Islamic banking are chosen. The results reflect that Islamic banking is more centric towards non-economic values than economic values and it promotes team work and partnership concept by applying Islamic spirit and trust worthiness concept.

Keywords: Economic values, Islamic banking, Non-economic values, Value system.

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Authors: Chanthana Poninthawong

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This research is to study the types of products and services that employs 'ambient media and respective techniques in its advertisement materials. Data collection has been done via analyses of a total of 62 advertisements that employed ambient media approach in Thailand during the years 2004 to 2011. The 62 advertisement were qualifying advertisements of the Adman Awards & Symposium under the category of Outdoor & Ambience. Analysis results reveal that there is a total of 14 products and services that chooses to utilize ambient media in its advertisement. Amongst all ambient media techniques, 'intrusion' uses the value of a medium in its representation of content most often. Following intrusion is 'interaction', where consumers are invited to participate and interact with the advertising materials. 'Illusion' ranks third in its ability to subject the viewers to distortions of reality that makes the division between reality and fantasy less clear.

Keywords: Ambient media, Adman Awards, advertising, Out of Home media.

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Authors: Lien Fa Lin, Yung Ming Li, Hsin Chen Hsieh

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The rise of smartphones brings new concept So-Lo-Mo (social-local-mobile) in mobile commerce area in recent years. However, current So-Lo-Mo services only focus on individual users but not a group of users, and the development of group commerce is not enough to satisfy the demand of real-time group buying and less to think about the social relationship between customers. In this research, we integrate mobile intelligence with group commerce and consider customers' preference, real-time context, and social influence as components in the mechanism. With the support of this mechanism, customers are able to gather near customers with the same potential purchase willingness through mobile devices when he/she wants to purchase products or services to have a real-time group-buying. By matching the demand and supply of mobile group-buying market, this research improves the business value of mobile commerce and group commerce further.

Keywords: Group formation, group commerce, mobile commerce, So-Lo-Mo, social influence.

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Authors: Dalyah Y. Al-Jamal, Maryam H. Eshtaiwi, Liyakathunisa Syed

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Connecting health services with technology has a huge demand as people health situations are becoming worse day by day. In fact, engaging new technologies such as Internet of Things (IOT) into the medical services can enhance the patient care services. Specifically, patients suffering from chronic diseases such as cardiac patients need a special care and monitoring. In reality, some efforts were previously taken to automate and improve the patient monitoring systems. However, the previous efforts have some limitations and lack the real-time feature needed for chronic kind of diseases. In this paper, an improved process model for patient monitoring system specialized for cardiac patients is presented. A survey was distributed and interviews were conducted to gather the needed requirements to improve the cardiac patient monitoring system. Business Process Model and Notation (BPMN) language was used to model the proposed process. In fact, the proposed system uses the IOT Technology to assist doctors to remotely monitor and follow-up with their heart patients in real-time. In order to validate the effectiveness of the proposed solution, simulation analysis was performed using Bizagi Modeler tool. Analysis results show performance improvements in the heart monitoring process. For the future, authors suggest enhancing the proposed system to cover all the chronic diseases.

Keywords: Business process model and notation, cardiac patient, cardiac monitoring, heart monitoring, healthcare, internet of things, remote patient monitoring system, process model, telemedicine, wearable sensors.

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Authors: John Walton, Vishal Parikh

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Contact centres have been exemplars of scientific management in the discipline of operations management for more than a decade now. With the movement of industries from a resource based economy to knowledge based economy businesses have started to realize the customer eccentricity being the key to sustainability amidst high velocity of the market. However, as technologies have converged and advanced, so have the contact centres. Contact Centres have redirected the supply chains and the concept of retailing is highly diminished due to over exaggeration of cost reduction strategies. In conditions of high environmental velocity together with services featuring considerable information intensity contact centres will require up to date and enlightened agents to satisfy the demands placed upon them by those requesting their services. In this paper we examine salient factors such as Power Distance, Knowledge structures and the dynamics of job specialisation and enlargement to suggest critical success factors in the domain of contact centres.

Keywords: Post Taylorism, Knowledge Management, Power Distance, Organisational Learning

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Authors: AbdulLateef A. Olanrewaju, Mohd F. Khamidi, Arazi Idrus

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This paper is part of an ongoing research on the development of systemic maintenance management model Malaysian university buildings. In order to achieve this aim, there is a need to develop a performance model against which services are measure. Measuring performance is a significant part of maintenance management service delivery. Maintenance organization needs to know where they are in order to provide user-driven services and to enhance productivity. The aim of this paper is to formulate a template or model for university maintenance organization in Malaysia. The model is based on literature review and survey questionnaire and has been validated. Through grounded theory, this paper developed a 8 points matrix for the university maintenance organizations for measuring and improving their service delivery. The potential of the model is guide and assists towards providing value added service delivery through initiating maintenance according to user value system rather than on the condition of the building.

Keywords: Performance matrix, university buildings, users, maintenance organization

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Authors: Nirjhar Roy, V. R. Komma, Jitendra Kumar

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In the supply chain management customer is the most significant component and mass customization is mostly related to customers because it is the capability of any industry or organization to deliver highly customized products and its services to the respective customers with flexibility and integration, providing such a variety of products that nearly everyone can find what they want. Today all over the world many companies and markets are facing varied situations that at one side customers are demanding that their orders should be completed as quickly as possible while on other hand it requires highly customized products and services. By applying mass customization some companies face unwanted cost and complexity. Now they are realizing that they should completely examine what kind of customization would be best suited for their companies. In this paper authors review some approaches and principles which show effect in supply chain management that can be adopted and used by companies for quickly meeting the customer orders at reduced cost, with minimum amount of inventory and maximum efficiency.

Keywords: Mass customization and supply chain management.

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Authors: R. A. Isabel, E. Baburaj

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Wireless Body Area Networks (WBANs) are essential for real-time health monitoring of patients and in diagnosing of many diseases. WBANs comprise many sensors to monitor a large range of ambient conditions. Quality of Service (QoS) is a key challenge in WBAN, because the different state information of the neighboring nodes has to be monitored in an accurate manner. However, energy consumption gets increased while predicting and maintaining the exact information in highly dynamic environments. In order to reduce energy consumption and end to end delay, Markov Chain Based Quality of Service Support (MC-QoSS) method is designed in the health monitoring services of WBAN communication. The energy consumption gets reduced by forming a Markov chain with high energy nodes in the sensor networks communication path. The low energy level sensor nodes are removed using transitional probability in order to reduce end to end delay. High energy nodes are formed in the chain structure of its corresponding path to enhance communication. After choosing the communication path through high energy nodes, the packets are sent to the sink node from the source node with a higher Packet Delivery Ratio. The simulation result shows that MC-QoSS method improves the packet delivery ratio and reduces energy consumption with minimum end to end delay, compared to existing methods.

Keywords: Wireless body area networks, quality of service, Markov chain, health monitoring services.

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Authors: Zoran Constantinescu, Monica Vlâdoiu

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Lately there has been a significant boost of interest in music digital libraries, which constitute an attractive area of research and development due to their inherent interesting issues and challenging technical problems, solutions to which will be highly appreciated by enthusiastic end-users. We present here a DL that we have developed to support users in their quest for classical music pieces within a particular collection of 18,000+ audio recordings. To cope with the early DL model limitations, we have used a refined socio-semantic and contextual model that allows rich bibliographic content description, along with semantic annotations, reviewing, rating, knowledge sharing etc. The multi-layered service model allows incorporation of local and distributed information, construction of rich hypermedia documents, expressing the complex relationships between various objects and multi-dimensional spaces, agents, actors, services, communities, scenarios etc., and facilitates collaborative activities to offer to individual users the needed collections and services.

Keywords: audio recordings, music metadata, music digitallibrary, socio-semantic model

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Authors: Ahmed Alqaoud

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There is wide range of scientific workflow systems today, each one designed to resolve problems at a specific level. In large collaborative projects, it is often necessary to recognize the heterogeneous workflow systems already in use by various partners and any potential collaboration between these systems requires workflow interoperability. Publish/Subscribe Scientific Workflow Interoperability Framework (PS-SWIF) approach was proposed to achieve workflow interoperability among workflow systems. This paper evaluates the PS-SWIF approach and its system to achieve workflow interoperability using Web Services with asynchronous notification messages represented by WS-Eventing standard. This experiment covers different types of communication models provided by Workflow Management Coalition (WfMC). These models are: Chained processes, Nested synchronous sub-processes, Event synchronous sub-processes, and Nested sub-processes (Polling/Deferred Synchronous). Also, this experiment shows the flexibility and simplicity of the PS-SWIF approach when applied to a variety of workflow systems (Triana, Taverna, Kepler) in local and remote environments.

Keywords: Publish/subscribe, scientific workflow, web services, workflow interoperability.

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Authors: Aijaz A. Shaikh, Richard Glavee-Geo, Heikki Karjaluoto

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Adoption of Information Systems (IS) is receiving increasing attention such that its implications have been closely monitored and studied by the IS management community, industry and professional gatekeepers. Building on previous research regarding the adoption of technology, this paper develops and validates an integrated model of the adoption of mobile banking. The model originates from the Technology Acceptance Model (TAM) and the Theory of Planned Behaviour (TPB). This paper intends to offer a preliminary scrutiny of the antecedents of the adoption of mobile banking services in the context of a developing country. Data was collected from Pakistan. The findings showed that an integrated TAM and TPB model greatly explains the adoption intention of mobile banking; and perceived behavioural control and its antecedents play a significant role in predicting adoption Theoretical and managerial implications of findings are presented and discussed.

Keywords: Developing country, mobile banking service adoption, technology acceptance model, theory of planned behaviour.

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Authors: Kanda Runapongsa Saikaew, Patcharaporn Jiranuwattanawong, Patinya Taearak

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Currently, there is excessively growing information about places on Facebook, which is the largest social network but such information is not explicitly organized and ranked. Therefore users cannot exploit such data to recommend places conveniently and quickly. This paper proposes a Facebook application and an Android application that recommend places based on the number of check-ins of those places, the distance of those places from the current location, the number of people who like Facebook page of those places, and the number of talking about of those places. Related Facebook data is gathered via Facebook API requests. The experimental results of the developed applications show that the applications can recommend places and rank interesting places from the most to the least. We have found that the average satisfied score of the proposed Facebook application is 4.8 out of 5. The users’ satisfaction can increase by adding the app features that support personalization in terms of interests and preferences.

Keywords: Mobile computing, location-based services, recommendation system, social network analysis.

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Authors: Eliza Mazmee Mazlan, K.S. Savita, Amir Hamzah Zalfakhar

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This paper demonstrates an effort of a serviceoriented engineering department in improving the sharing and transfer of knowledge. Although the department consist of only six employees, but it provides services in various chemical application in an oil and gas business. The services provided span across Asia Pacific region mainly Indonesia, Myanmar, Vietnam, Brunei, Thailand and Singapore. Currently there are no effective tools or integrated systems that support the sharing or transfer and maintenance of knowledge so the department has considered preserving this valuable knowledge by developing a Knowledge Management System (KMS). This paper presents the development of a KMS to support the sharing of knowledge in a service-oriented engineering department of an oil and gas company. The embedded features in the KMS like blog and forum will encourage iterative process of knowledge sharing among the employees in the department. The information and knowledge being shared, discussed and communicated will be then achieved for future re-use. The re-use of the knowledge allows the department to reduce redundant efforts in providing consistent, up-to-date and cost effective of the best solution to the its clients.

Keywords: Knowledge management, knowledge managementsystem, knowledge barrier, knowledge sharing.

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Authors: Zuraida Alwadood, Adibah Shuib, Norlida Abd Hamid

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This paper presents the review of past studies concerning mathematical models for rescheduling passenger railway services, as part of delay management in the occurrence of railway disruption. Many past mathematical models highlighted were aimed at minimizing the service delays experienced by passengers during service disruptions. Integer programming (IP) and mixed-integer programming (MIP) models are critically discussed, focusing on the model approach, decision variables, sets and parameters. Some of them have been tested on real-life data of railway companies worldwide, while a few have been validated on fictive data. Based on selected literatures on train rescheduling, this paper is able to assist researchers in the model formulation by providing comprehensive analyses towards the model building. These analyses would be able to help in the development of new approaches in rescheduling strategies or perhaps to enhance the existing rescheduling models and make them more powerful or more applicable with shorter computing time.

Keywords: Mathematical modelling, Mixed-integer programming, Railway rescheduling, Service delays.

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Authors: G. S. Walia, H. P. Singh, Padma D.

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The integration of wide variety of communication services is made possible with invention of 3G technology. Code Division Multiple Access 2000 operates on various RF channel bandwidths 1.2288 or 3.6864 Mcps (1x or 3x systems). It is a 3G system which offers high bandwidth and wireless broadband services but its efficiency is lowered due to various factors like fading, interference, scattering, absorption etc. This paper investigates the effect of diversity (MRC), roll off factor in Root Raised Cosine (RRC) filter for the BPSK and QPSK modulation schemes. It is possible to transmit data with minimum Inter symbol Interference and within limited bandwidth with proper pulse shaping technique. Bit error rate (BER) performance is analyzed by applying diversity technique by varying the roll off factor for BPSK and QPSK. Roll off factor reduces the ISI and diversity reduces the Fading.

Keywords: CDMA2000, Diversity, Root Raised Cosine, Roll off factor.

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Authors: Utpal Chattopadhyay

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Indian telecom services industry has been witnessing a stupendous growth since 1990s. Over the years, subscriber base has grown steadily and it crossed 950 million marks in March 2012. India with second largest subscriber base also offers one of the lowest call tariffs in the world. But in the euphoria of high growth in services, the equipment manufacturing received least priority. India mainly depends on imported components from China. Of late, it is realized that lack of domestic manufacturing may pose a serious challenge to India-s continued success in the telecom sector. Therefore, the National Telecom Policy 2012 aims at developing a strong equipment manufacturing base within India. This paper realistically assesses India-s true potential in equipment manufacturing and seeks to identify the emerging issues and challenges before the Indian telecom equipment manufacturing sector while it tries to make a transition from an import-dependent industry to a global manufacturing hub.

Keywords: Equipment manufacturing, global hub, Indian telecom industry, issues and challenges.

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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: T. Spiegel, J. Siegmann, C. F. Durach

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Challenges resulting from an international and dynamic business environment are increasingly being passed on from manufacturing companies to external service providers. Especially providers of complex, customer-specific industry services have to cope with continuously changing requirements. This is particularly true for contract logistics service providers. They are forced to develop efficient and highly flexible structures and strategies to meet their customer’s needs. One core element they have to focus on is the reorganization of their service development and sales process. Based on an action research approach, this study develops and tests a concept to streamline tender management for contract logistics service providers. The concept of modularized service architecture is deployed in order to derive a practice-oriented approach for the modularization of complex service portfolios and the design of customized quotes. These findings are evaluated regarding their applicability in other service sectors and practical recommendations are given.

Keywords: Contract Logistics, Modularization, Service Development, Tender Management.

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Authors: Imran S.Bajwa

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The trends of design and development of information systems have undergone a variety of ongoing phases and stages. These variations have been evolved due to brisk changes in user requirements and business needs. To meet these requirements and needs, a flexible and agile business solution was required to come up with the latest business trends and styles. Another obstacle in agility of information systems was typically different treatment of same diseases of two patients: business processes and information services. After the emergence of information technology, the business processes and information systems have become counterparts. But these two business halves have been treated under totally different standards. There is need to streamline the boundaries of these both pillars that are equally sharing information system's burdens and liabilities. In last decade, the object orientation has evolved into one of the major solutions for modern business needs and now, SOA is the solution to shift business on ranks of electronic platform. BPM is another modern business solution that assists to regularize optimization of business processes. This paper discusses how object orientation can be conformed to incorporate or embed SOA in BPM for improved information systems.

Keywords: Object Oriented Business Solutions, Services forBusiness Processes; Mixing SOA and BPM.

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Authors: F. Simba, L. Trojer, N.H. Mvungi, B.M. Mwinyiwiwa, E.M. Mjema

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Rural areas of Tanzania are still disadvantaged in terms of diffusion of IP-based services; this is due to lack of Information and Communication Technology (ICT) infrastructures, especially lack of connectivity. One of the limitations for connectivity problems in rural areas of Tanzania is the high cost to establish infrastructures for IP-based services [1-2]. However the cost of connectivity varies from one technology to the other and at the same time, the cost is also different from one operator (service provider) to another within the country. This paper presents development of software system to calculate cost of connectivity to rural areas of Tanzania. The system is developed to make an easy access of connectivity cost from different technologies and different operators. The development of the calculator follows the V-model software development lifecycle. The calculator is used to evaluate the economic viability of different technologies considered as being potential candidates to provide rural connectivity. In this paper, the evaluation is based on the techno-economic analysis approach.

Keywords: rural, connectivity, cost, V-model, techno economic analysis.

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Authors: Mohammed-Aminu Sanda, Emmanuel K. Mawuena

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Frontline workers performing client service duties in finance-oriented firms in most sub-Saharan African countries, such as Ghana, are known to be challenged in the conduct of their activities. The challenge is attributed to clients’ continued demand for real-time services from such workers, despite the introduction of technological interventions to offset the situation. This has caused such frontline workers to experience increases in their work-induced emotions with consequential effects on their work-induced happiness. This study, therefore, explored the effect of frontline workers’ work-induced emotions on their worked-induced happiness when providing tellering services to clients. A cross-sectional design and quantitative technique were used. Data were collected from a sample of 280 frontline workers using questionnaire. Based on the analysis, it was found that an increase in the frontline workers’ work-induced emotions, caused by their feelings of strain, burnout, frustration, and hard work, had consequential effect on their work-induced happiness. This consequential effect was also found to be aggravated by the workers’ senses of being stretched beyond limit, being emotionally drained, and being used up by their work activities. It is concluded that frontline workers in finance-oriented firms can provide quality real-time services to clients without increases in their work-induced emotions, but with enhanced work-induced happiness, when the psychological and physiological emotional factors associated with the challenged work activities are understood and remedied. Management of the firms can use such understanding to redesign the activities of their frontline workers and improve the quality of their service delivery interactivity with clients.

Keywords: Client-service activity, finance industrial sector, frontline workers, work-induced emotion, work-induced happiness.

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Authors: K. Matušínská, H. Starzyczná, M. Stoklasa

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The paper deals with behaviour of the segment 50+ in the financial market in the Czech Republic. This segment could be said as the strong market power and it can be a crucial business potential for financial business units. The main defined objective of this paper is analysis of the customers´ behaviour of the segment 50- 60 years in the financial market in the Czech Republic and proposal making of the suitable marketing approach to satisfy their demands in the area of product, price, distribution and marketing communication policy. This paper is based on data from one part of primary marketing research. Paper determinates the basic problem areas as well as definition of financial services marketing, defining the primary research problem, hypothesis and primary research methodology. Finally suitable marketing approach to selected sub segment at age of 50-60 years is proposed according to marketing research findings.

Keywords: Population aging in the Czech Republic, Segment 50-60 years, Financial services marketing, Marketing research, Marketing approach.

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Authors: Towards Better Quality in Healthcare, Operations Management: A Developmental Literature Review

Abstract:

This work presents the various perspectives, dimensions, components and definitions given to quality in the operations management (OM) and healthcare services (HCS) literature in time, highlighting gaps and learning opportunities between the two disciplines through a thorough search into their rich and distinct body of knowledge. Greater and new insights about the general nature of quality are obtained with findings such as in OM, quality has been approached in six fairly distinct paradigms (excellence, value, conformity to specifications, attributes, satisfaction and meeting or exceeding customer expectations), whereas in HCS, two approaches are prominent (Donabedian’s structure, process and outcomes model and Lohr and Schroeder’s circumscribed definition). The two disciplines views on quality seem to have progressed much in parallel with little cross-learning from each other. This work then proposes an encompassing definition of quality as a lever and suggests further research and development avenues for a better use of the concept of quality by academics and practitioners alike toward the goals of greater organizational performance and improved management in healthcare and possibly other service domains.

Keywords: Healthcare, management, operations, quality, services.

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