Search results for: Home Service Robot
Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 1770

Search results for: Home Service Robot

1590 Receding Horizon Filtering for Mobile Robot Systems with Cross-Correlated Sensor Noises

Authors: Il Young Song, Du Yong Kim, Vladimir Shin

Abstract:

This paper reports on a receding horizon filtering for mobile robot systems with cross-correlated sensor noises and uncertainties. Also, the effect of uncertain parameters in the state of the tracking error model performance is considered. A distributed fusion receding horizon filter is proposed. The distributed fusion filtering algorithm represents the optimal linear combination of the local filters under the minimum mean square error criterion. The derivation of the error cross-covariances between the local receding horizon filters is the key of this paper. Simulation results of the tracking mobile robot-s motion demonstrate high accuracy and computational efficiency of the distributed fusion receding horizon filter.

Keywords: Distributed fusion, fusion formula, Kalman filter, multisensor, receding horizon, wheeled mobile robot

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1589 Modular Hybrid Robots for Safe Human-Robot Interaction

Authors: J. Radojicic, D. Surdilovic, G. Schreck

Abstract:

The paper considers a novel modular and intrinsically safe redundant robotic system with biologically inspired actuators (pneumatic artificial muscles and rubber bellows actuators). Similarly to the biological systems, the stiffness of the internal parallel modules, representing 2 DOF joints in the serial robotic chains, is controlled by co-activation of opposing redundant actuator groups in the null-space of the module Jacobian, without influencing the actual robot position. The decoupled position/stiffness control allows the realization of variable joint stiffness according to different force-displacement relationships. The variable joint stiffness, as well as limited pneumatic muscle/bellows force ability, ensures internal system safety that is crucial for development of human-friendly robots intended for human-robot collaboration. The initial experiments with the system prototype demonstrate the capabilities of independently, simultaneously controlling both joint (Cartesian) motion and joint stiffness. The paper also presents the possible industrial applications of snake-like robots built using the new modules.

Keywords: bellows actuator, human-robot interaction, hyper redundant robot, pneumatic muscle.

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1588 Context Aware Anomaly Behavior Analysis for Smart Home Systems

Authors: Zhiwen Pan, Jesus Pacheco, Salim Hariri, Yiqiang Chen, Bozhi Liu

Abstract:

The Internet of Things (IoT) will lead to the development of advanced Smart Home services that are pervasive, cost-effective, and can be accessed by home occupants from anywhere and at any time. However, advanced smart home applications will introduce grand security challenges due to the increase in the attack surface. Current approaches do not handle cybersecurity from a holistic point of view; hence, a systematic cybersecurity mechanism needs to be adopted when designing smart home applications. In this paper, we present a generic intrusion detection methodology to detect and mitigate the anomaly behaviors happened in Smart Home Systems (SHS). By utilizing our Smart Home Context Data Structure, the heterogeneous information and services acquired from SHS are mapped in context attributes which can describe the context of smart home operation precisely and accurately. Runtime models for describing usage patterns of home assets are developed based on characterization functions. A threat-aware action management methodology, used to efficiently mitigate anomaly behaviors, is proposed at the end. Our preliminary experimental results show that our methodology can be used to detect and mitigate known and unknown threats, as well as to protect SHS premises and services.

Keywords: Internet of Things, network security, context awareness, intrusion detection

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1587 Civil Service Reforms in Kazakhstan and Its Influence on Modernization

Authors: Aliya Idrissova

Abstract:

Civil service (public administration) is an important social institution of society properties. Civil service institution had a significant impact on modernization processes in Kazakhstan through ensuring the functioning of all the subsystems of social life. This article is an attempt to analyze the reforms of public service institution in Kazakhstan and to assess its influence on modernization processes.

Keywords: Civil service, Kazakhstan, modernization, a national model of civil service, civil service reforms, bureaucracy.

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1586 A Framework for Evaluating the QoS and Cost of Web Services Based on Its Functional Performance

Authors: M. Mohemmed Sha, T. Manesh, A. Mohamed Mustaq Ahmed

Abstract:

In this corporate world, the technology of Web services has grown rapidly and its significance for the development of web based applications gradually rises over time. The success of Business to Business integration rely on finding novel partners and their services in a global business environment. However, the selection of the most suitable Web service from the list of services with the identical functionality is more vital. The satisfaction level of the customer and the provider’s reputation of the Web service are primarily depending on the range it reaches the customer’s requirements. In most cases, the customer of the Web service feels that he is spending for the service which is undelivered. This is because the customer always thinks that the real functionality of the web service is not reached. This will lead to change of the service frequently. In this paper, a framework is proposed to evaluate the Quality of Service (QoS) and its cost that makes the optimal correlation between each other. In addition, this research work proposes some management decision against the functional deviancy of the web service that is guaranteed at time of selection.

Keywords: Web service, service level agreement, quality of a service, cost of a service, QoS, CoS, SOA, WSLA, WsRF.

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1585 Deployment of Service Quality Characteristics

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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1584 Development of Underactuated Robot Hand Using Cross Section Deformation Spring

Authors: Naoki Saito, Daisuke Kon, Toshiyuki Sato

Abstract:

This paper describes an underactuated robot hand operated by low-power actuators. It can grasp objects of various shapes using easy operations. This hand is suitable for use as a lightweight prosthetic hand that can grasp various objects using few input channels. To realize operations using a low-power actuator, a cross section deformation spring is proposed. The design procedure of the underactuated robot finger is proposed to realize an adaptive grasping movement. The validity of this mechanism and design procedure are confirmed through an object grasping experiment. Results demonstrate the effectiveness of across section deformation spring in reducing the actuator power. Moreover, adaptive grasping movement is realized by an easy operation.

Keywords: Robot hand, Underactuated mechanism, Cross section deformation spring, Prosthetic hand.

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1583 Design of a Chaotic Trajectory Generator Algorithm for Mobile Robots

Authors: J. J. Cetina-Denis, R. M. López-Gutiérrez, R. Ramírez-Ramírez, C. Cruz-Hernández

Abstract:

This work addresses the problem of designing an algorithm capable of generating chaotic trajectories for mobile robots. Particularly, the chaotic behavior is induced in the linear and angular velocities of a Khepera III differential mobile robot by infusing them with the states of the H´enon chaotic map. A possible application, using the properties of chaotic systems, is patrolling a work area. In this work, numerical and experimental results are reported and analyzed. In addition, two quantitative numerical tests are applied in order to measure how chaotic the generated trajectories really are.

Keywords: Chaos, chaotic trajectories, differential mobile robot, Henons map, Khepera III robot, patrolling applications.

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1582 Design of a 5-Joint Mechanical Arm with User-Friendly Control Program

Authors: Amon Tunwannarux, Supanunt Tunwannarux

Abstract:

This paper describes the design concepts and implementation of a 5-Joint mechanical arm for a rescue robot named CEO Mission II. The multi-joint arm is a five degree of freedom mechanical arm with a four bar linkage, which can be stretched to 125 cm. long. It is controlled by a teleoperator via the user-friendly control and monitoring GUI program. With Inverse Kinematics principle, we developed the method to control the servo angles of all arm joints to get the desired tip position. By clicking the determined tip position or dragging the tip of the mechanical arm on the computer screen to the desired target point, the robot will compute and move its multi-joint arm to the pose as seen on the GUI screen. The angles of each joint are calculated and sent to all joint servos simultaneously in order to move the mechanical arm to the desired pose at once. The operator can also use a joystick to control the movement of this mechanical arm and the locomotion of the robot. Many sensors are installed at the tip of this mechanical arm for surveillance from the high level and getting the vital signs of victims easier and faster in the urban search and rescue tasks. It works very effectively and easy to control. This mechanical arm and its software were developed as a part of the CEO Mission II Rescue Robot that won the First Runner Up award and the Best Technique award from the Thailand Rescue Robot Championship 2006. It is a low cost, simple, but functioning 5-Jiont mechanical arm which is built from scratch, and controlled via wireless LAN 802.11b/g. This 5-Jiont mechanical arm hardware concept and its software can also be used as the basic mechatronics to many real applications.

Keywords: Multi-joint, mechanical arm, inverse kinematics, rescue robot, GUI control program.

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1581 Motion Planning and Control of Autonomous Robots in a Two-dimensional Plane

Authors: Avinesh Prasad, Bibhya Sharma, Jito Vanualailai

Abstract:

This paper proposes a solution to the motion planning and control problem of a point-mass robot which is required to move safely to a designated target in a priori known workspace cluttered with fixed elliptical obstacles of arbitrary position and sizes. A tailored and unique algorithm for target convergence and obstacle avoidance is proposed that will work for any number of fixed obstacles. The control laws proposed in this paper also ensures that the equilibrium point of the given system is asymptotically stable. Computer simulations with the proposed technique and applications to a planar (RP) manipulator will be presented.

Keywords: Point-mass Robot, Asymptotic stability, Motionplanning, Planar Robot Arm.

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1580 Biologically Inspired Controller for the Autonomous Navigation of a Mobile Robot in an Evasion Task

Authors: Dejanira Araiza-Illan, Tony J. Dodd

Abstract:

A novel biologically inspired controller for the autonomous navigation of a mobile robot in an evasion task is proposed. The controller takes advantage of the environment by calculating a measure of danger and subsequently choosing the parameters of a reinforcement learning based decision process. Two different reinforcement learning algorithms were used: Qlearning and Sarsa (λ). Simulations show that selecting dynamic parameters reduce the time while executing the decision making process, so the robot can obtain a policy to succeed in an escaping task in a realistic time.

Keywords: Autonomous navigation, mobile robots, reinforcement learning.

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1579 Public Transport: Punctuality Index for Bus Operation

Authors: Noorfakhriah Yaakub, Madzlan Napiah

Abstract:

Public bus service plays a significant role in our society as people movers and to facilitate travels within towns and districts. The quality of service of public bus is always being regarded as poor, or rather, underestimated as second class means of transportation. Reliability of service, or the ability to deliver service as planned, is one key element in perceiving the quality of bus service and the punctuality index is one of the performance parameters in determining the service reliability. This study concentrates on evaluating the reliability performance of bus operation using punctuality index assessment. A week data for each of six city bus routes is recorded using the on-board methodology to calculate the punctuality index for city bus service in Kota Bharu. The results revealed that the punctuality index for the whole city bus network is 94.25% (LOS B).

Keywords: Punctuality Index, Reliability Performance, Service Performance.

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1578 Attribute Based Comparison and Selection of Modular Self-Reconfigurable Robot Using Multiple Attribute Decision Making Approach

Authors: Manpreet Singh, V. P. Agrawal, Gurmanjot Singh Bhatti

Abstract:

From the last decades, there is a significant technological advancement in the field of robotics, and a number of modular self-reconfigurable robots were introduced that can help in space exploration, bucket to stuff, search, and rescue operation during earthquake, etc. As there are numbers of self-reconfigurable robots, choosing the optimum one is always a concern for robot user since there is an increase in available features, facilities, complexity, etc. The objective of this research work is to present a multiple attribute decision making based methodology for coding, evaluation, comparison ranking and selection of modular self-reconfigurable robots using a technique for order preferences by similarity to ideal solution approach. However, 86 attributes that affect the structure and performance are identified. A database for modular self-reconfigurable robot on the basis of different pertinent attribute is generated. This database is very useful for the user, for selecting a robot that suits their operational needs. Two visual methods namely linear graph and spider chart are proposed for ranking of modular self-reconfigurable robots. Using five robots (Atron, Smores, Polybot, M-Tran 3, Superbot), an example is illustrated, and raking of the robots is successfully done, which shows that Smores is the best robot for the operational need illustrated, and this methodology is found to be very effective and simple to use.

Keywords: Self-reconfigurable robots, MADM, TOPSIS, morphogenesis, scalability.

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1577 Tracking Trajectory of a Cable-Driven Robot for Lower Limb Rehabilitation

Authors: Hachmia Faqihi, Maarouf Saad, Khalid Benjelloun, Mohammed Benbrahim, M. Nabil Kabbaj

Abstract:

This paper investigates and presents a cable-driven robot to lower limb rehabilitation use in sagittal plane. The presented rehabilitation robot is used for a trajectory tracking in joint space. The paper covers kinematic and dynamic analysis, which reveals the tensionability of the used cables as being the actuating source to provide a rehabilitation exercises of the human leg. The desired trajectory is generated to be used in the control system design in joint space. The obtained simulation results is showed to be efficient in this kind of application.

Keywords: Cable-driven multibody system, computed-torque controller, lower limb rehabilitation, tracking trajectory.

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1576 Quick Reference: Cyber Attacks Awareness and Prevention Method for Home Users

Authors: Haydar Teymourlouei

Abstract:

It is important to take security measures to protect your computer information, reduce identify theft, and prevent from malicious cyber-attacks. With cyber-attacks on the continuous rise, people need to understand and learn ways to prevent from these attacks. Cyber-attack is an important factor to be considered if one is to be able to protect oneself from malicious attacks. Without proper security measures, most computer technology would hinder home users more than such technologies would help. Knowledge of how cyber-attacks operate and protective steps that can be taken to reduce chances of its occurrence are key to increasing these security measures. The purpose of this paper is to inform home users on the importance of identifying and taking preventive steps to avoid cyberattacks. Throughout this paper, many aspects of cyber-attacks will be discuss: what a cyber-attack is, the affects of cyber-attack for home users, different types of cyber-attacks, methodology to prevent such attacks; home users can take to fortify security of their computer.

Keywords: Cyber-attacks, home user, prevention, security, technology.

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1575 Map Matching Performance under Various Similarity Metrics for Heterogeneous Robot Teams

Authors: M. C. Akay, A. Aybakan, H. Temeltas

Abstract:

Aerial and ground robots have various advantages of usage in different missions. Aerial robots can move quickly and get a different sight of view of the area, but those vehicles cannot carry heavy payloads. On the other hand, unmanned ground vehicles (UGVs) are slow moving vehicles, since those can carry heavier payloads than unmanned aerial vehicles (UAVs). In this context, we investigate the performances of various Similarity Metrics to provide a common map for Heterogeneous Robot Team (HRT) in complex environments. Within the usage of Lidar Odometry and Octree Mapping technique, the local 3D maps of the environment are gathered.  In order to obtain a common map for HRT, informative theoretic similarity metrics are exploited. All types of these similarity metrics gave adequate as allowable simulation time and accurate results that can be used in different types of applications. For the heterogeneous multi robot team, those methods can be used to match different types of maps.

Keywords: Common maps, heterogeneous robot team, map matching, informative theoretic similarity metrics.

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1574 Route Training in Mobile Robotics through System Identification

Authors: Roberto Iglesias, Theocharis Kyriacou, Ulrich Nehmzow, Steve Billings

Abstract:

Fundamental sensor-motor couplings form the backbone of most mobile robot control tasks, and often need to be implemented fast, efficiently and nevertheless reliably. Machine learning techniques are therefore often used to obtain the desired sensor-motor competences. In this paper we present an alternative to established machine learning methods such as artificial neural networks, that is very fast, easy to implement, and has the distinct advantage that it generates transparent, analysable sensor-motor couplings: system identification through nonlinear polynomial mapping. This work, which is part of the RobotMODIC project at the universities of Essex and Sheffield, aims to develop a theoretical understanding of the interaction between the robot and its environment. One of the purposes of this research is to enable the principled design of robot control programs. As a first step towards this aim we model the behaviour of the robot, as this emerges from its interaction with the environment, with the NARMAX modelling method (Nonlinear, Auto-Regressive, Moving Average models with eXogenous inputs). This method produces explicit polynomial functions that can be subsequently analysed using established mathematical methods. In this paper we demonstrate the fidelity of the obtained NARMAX models in the challenging task of robot route learning; we present a set of experiments in which a Magellan Pro mobile robot was taught to follow four different routes, always using the same mechanism to obtain the required control law.

Keywords: Mobile robotics, system identification, non-linear modelling, NARMAX.

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1573 Select-Low and Select-High Methods for the Wheeled Robot Dynamic States Control

Authors: Bogusław Schreyer

Abstract:

The paper enquires on the two methods of the wheeled robot braking torque control. Those two methods are applied when the adhesion coefficient under left side wheels is different from the adhesion coefficient under the right side wheels. In case of the select-low (SL) method the braking torque on both wheels is controlled by the signals originating from the wheels on the side of the lower adhesion. In the select-high (SH) method the torque is controlled by the signals originating from the wheels on the side of the higher adhesion. The SL method is securing stable and secure robot behaviors during the braking process. However, the efficiency of this method is relatively low. The SH method is more efficient in terms of time and braking distance but in some situations may cause wheels blocking. It is important to monitor the velocity of all wheels and then take a decision about the braking torque distribution accordingly. In case of the SH method the braking torque slope may require significant decrease in order to avoid wheel blocking.

Keywords: Select-high method, select-low method, torque distribution, wheeled robot.

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1572 An Iterative Algorithm for Inverse Kinematics of 5-DOF Manipulator with Offset Wrist

Authors: Juyi Park, Jung-Min Kim, Hee-Hwan Park, Jin-Wook Kim, Gye-Hyung Kang, Soo-Ho Kim

Abstract:

This paper presents an iterative algorithm to find a inverse kinematic solution of 5-DOF robot. The algorithm is to minimize the iteration number. Since the 5-DOF robot cannot give full orientation of tool. Only z-direction of tool is satisfied while rotation of tool is determined by kinematic constraint. This work therefore described how to specify the tool direction and let the tool rotation free. The simulation results show that this algorithm effectively worked. Using the proposed iteration algorithm, error due to inverse kinematics converged to zero rapidly in 5 iterations. This algorithm was applied in real welding robot and verified through various practical works.

Keywords: 5-DOF manipulator, Inverse kinematics, Iterative algorithm, Wrist offset.

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1571 Self-Tuning Robot Control Based on Subspace Identification

Authors: Mathias Marquardt, Peter Dünow, Sandra Baßler

Abstract:

The paper describes the use of subspace based identification methods for auto tuning of a state space control system. The plant is an unstable but self balancing transport robot. Because of the unstable character of the process it has to be identified from closed loop input-output data. Based on the identified model a state space controller combined with an observer is calculated. The subspace identification algorithm and the controller design procedure is combined to a auto tuning method. The capability of the approach was verified in a simulation experiments under different process conditions.

Keywords: Auto tuning, balanced robot, closed loop identification, subspace identification.

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1570 Measuring Perceived Service Quality for Intelligent Living Space Showroom – Living 3.0 in Taiwan

Authors: Ming-Wen Hsu, Yaw-Kuang Chen, Che-Ming Chiang, Shin-Ku Lee

Abstract:

This research explores visitor-s expectations of service quality in intelligent living space showroom – Living 3.0 in Taiwan. Based on the five dimensions of PZB service quality, a specialist questionnaire is utilized to establish a complete service quality evaluation framework for Living 3.0. In this research, analysis hierarchy process (AHP) is applied to find the relative weights among the criteria. Finally, the service quality evaluation framework and evaluation results can be used as a guide for Living 3.0 proprietors to review, improve, and enhance service planning and service qualities in the future.

Keywords: Analysis Hierarchy Process (AHP), Service quality, Intelligent living space.

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1569 A Model-Free Robust Control Approach for Robot Manipulator

Authors: A. Izadbakhsh, M. M. Fateh

Abstract:

A model-free robust control (MFRC) approach is proposed for position control of robot manipulators in the state space. The control approach is verified analytically to be robust subject to uncertainties including external disturbances, unmodeled dynamics, and parametric uncertainties. There is a high flexibility to work on different systems including actuators by the use of the proposed control approach. The proposed control approach can guarantee the robustness of control system. A PUMA 560 robot driven by geared permanent magnet dc motors is simulated. The simulation results show a satisfactory performance for control system under technical specifications. KeywordsModel-free, robust control, position control, PUMA 560.

Keywords: Model-free, robust control, position control, PUMA 560.

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1568 On the Dynamic Model of Service Innovation in Manufacturing Industry

Authors: Yongyoon Suh, Chulhyun Kim, Moon-soo Kim

Abstract:

As the trend of manufacturing is being dominated depending on services, products and processes are more and more related with sophisticated services. Thus, this research starts with the discussion about integration of the product, process, and service in the innovation process. In particular, this paper sets out some foundations for a theory of service innovation in the field of manufacturing, and proposes the dynamic model of service innovation related to product and process. Two dynamic models of service innovation are suggested to investigate major tendencies and dynamic variations during the innovation cycle: co-innovation and sequential innovation. To structure dynamic models of product, process, and service innovation, the innovation stages in which two models are mainly achieved are identified. The research would encourage manufacturers to formulate strategy and planning for service development with product and process.

Keywords: dynamic model, service innovation, service innovation models, innovation cycle, manufacturing industry.

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1567 Design of Multiple Clouds Based Global Performance Evaluation Service Broker System

Authors: Dong-Jae Kang, Nam-Woo Kim, Duk-Joo Son, Sung-In Jung

Abstract:

According to dramatic growth of internet services, an easy and prompt service deployment has been important for internet service providers to successfully maintain time-to-market. Before global service deployment, they have to pay the big cost for service evaluation to make a decision of the proper system location, system scale, service delay and so on. But, intra-Lab evaluation tends to have big gaps in the measured data compared with the realistic situation, because it is very difficult to accurately expect the local service environment, network congestion, service delay, network bandwidth and other factors. Therefore, to resolve or ease the upper problems, we propose multiple cloud based GPES Broker system and use case that helps internet service providers to alleviate the above problems in beta release phase and to make a prompt decision for their service launching. By supporting more realistic and reliable evaluation information, the proposed GPES Broker system saves the service release cost and enables internet service provider to make a prompt decision about their service launching to various remote regions.

Keywords: GPES Broker system, Cloud Service Broker, Multiple Cloud, Global performance evaluation service (GPES), Service provisioning

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1566 Identification of Service Quality Determinants in the Hotel Sector: A Conceptual Review

Authors: Asem M. Othman

Abstract:

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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1565 An Edge-based Text Region Extraction Algorithm for Indoor Mobile Robot Navigation

Authors: Jagath Samarabandu, Xiaoqing Liu

Abstract:

Using bottom-up image processing algorithms to predict human eye fixations and extract the relevant embedded information in images has been widely applied in the design of active machine vision systems. Scene text is an important feature to be extracted, especially in vision-based mobile robot navigation as many potential landmarks such as nameplates and information signs contain text. This paper proposes an edge-based text region extraction algorithm, which is robust with respect to font sizes, styles, color/intensity, orientations, and effects of illumination, reflections, shadows, perspective distortion, and the complexity of image backgrounds. Performance of the proposed algorithm is compared against a number of widely used text localization algorithms and the results show that this method can quickly and effectively localize and extract text regions from real scenes and can be used in mobile robot navigation under an indoor environment to detect text based landmarks.

Keywords: Landmarks, mobile robot navigation, scene text, text localization and extraction.

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1564 A Conceptual Framework on Review of E-Service Quality in Banking Industry

Authors: Vivek Agrawal, Vikas Tripathi, Nitin Seth

Abstract:

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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1563 Development of A Jacobean Model for A 4-Axes Indigenously Developed SCARA System

Authors: T.C.Manjunath, C. Ardil

Abstract:

This paper deals with the development of a Jacobean model for a 4-axes indigenously developed scara robot arm in the laboratory. This model is used to study the relation between the velocities and the forces in the robot while it is doing the pick and place operation.

Keywords: SCARA, Jacobean, Tool Configuration Vector, Computer Control , Visual Basic , Interfacing , Drivers,

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1562 A Robust Optimization Method for Service Quality Improvement in Health Care Systems under Budget Uncertainty

Authors: H. Ashrafi, S. Ebrahimi, H. Kamalzadeh

Abstract:

With the development of business competition, it is important for healthcare providers to improve their service qualities. In order to improve service quality of a clinic, four important dimensions are defined: tangibles, responsiveness, empathy, and reliability. Moreover, there are several service stages in hospitals such as financial screening and examination. One of the most challenging limitations for improving service quality is budget which impressively affects the service quality. In this paper, we present an approach to address budget uncertainty and provide guidelines for service resource allocation. In this paper, a service quality improvement approach is proposed which can be adopted to multistage service processes to improve service quality, while controlling the costs. A multi-objective function based on the importance of each area and dimension is defined to link operational variables to service quality dimensions. The results demonstrate that our approach is not ultra-conservative and it shows the actual condition very well. Moreover, it is shown that different strategies can affect the number of employees in different stages.

Keywords: Service quality assessment, healthcare resource allocation, robust optimization, budget uncertainty.

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1561 A Framework to Assess the Maturity of Customer Involvement in the Service Design of Product-Service Systems

Authors: Taghreed Abu-Salim

Abstract:

This paper develops and investigates a framework for the assessment of customer involvement in the service design process of result oriented product-service systems in order to improve the service offering in a business-to-business (B2B) context. The framework comprises five main criteria and fifteen sub-criteria that contribute to customer involvement in a hierarchy using a maturity grid to highlight the strengths and weaknesses for each criterion. To develop the customer involvement framework, an extensive literature review related to service design, result oriented product-service system (PSS) and customer involvement in service design was carried out. Key factors that significantly influence customer involvement from industry and literature were identified to develop the framework. A major contribution of the developed framework includes a hierarchy of appropriate criteria for assessing customer involvement in the service design process within results oriented PSS; the definition of four maturity levels which are suitable to describe the whole spectrum of customer involvement in the service design process; and finally, The paper concludes by enabling service providers to: take proactive decisions; screen and evaluate new services; improve perceived service quality; and provide barriers against imitation.

Keywords: Customer involvement, maturity grid, new service development, result oriented product-service system, service design.

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