Search results for: Speech Quality

Authors: Ratchakit Sakuldee, Somkait Udomhunsakul

Abstract:

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: Shuki Dror

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

Keywords: HOQ, organizational features, service quality.

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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: Samir Abdelhamid, Noureddine Bouguechal

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We report in this paper the model adopted by our system of continuous speech recognition in Arab language SySRA and the results obtained until now. This system uses the database Arabdic-10 which is a corpus of word for the Arab language and which was manually segmented. Phonetic decoding is represented by an expert system where the knowledge base is translated in the form of production rules. This expert system transforms a vocal signal into a phonetic lattice. The higher level of the system takes care of the recognition of the lattice thus obtained by deferring it in the form of written sentences (orthographical Form). This level contains initially the lexical analyzer which is not other than the module of recognition. We subjected this analyzer to a set of spectrograms obtained by dictating a score of sentences in Arab language. The rate of recognition of these sentences is about 70% which is, to our knowledge, the best result for the recognition of the Arab language. The test set consists of twenty sentences from four speakers not having taken part in the training.

Keywords: Continuous speech recognition, lexical analyzer, phonetic decoding, phonetic lattice, vocal signal.

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Authors: Abderrahmane Amrouche, Jean Michel Rouvaen

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In this paper we present an efficient system for independent speaker speech recognition based on neural network approach. The proposed architecture comprises two phases: a preprocessing phase which consists in segmental normalization and features extraction and a classification phase which uses neural networks based on nonparametric density estimation namely the general regression neural network (GRNN). The relative performances of the proposed model are compared to the similar recognition systems based on the Multilayer Perceptron (MLP), the Recurrent Neural Network (RNN) and the well known Discrete Hidden Markov Model (HMM-VQ) that we have achieved also. Experimental results obtained with Arabic digits have shown that the use of nonparametric density estimation with an appropriate smoothing factor (spread) improves the generalization power of the neural network. The word error rate (WER) is reduced significantly over the baseline HMM method. GRNN computation is a successful alternative to the other neural network and DHMM.

Keywords: Speech Recognition, General Regression NeuralNetwork, Hidden Markov Model, Recurrent Neural Network, ArabicDigits.

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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: Tudor Barbu

Abstract:

We provide a supervised speech-independent voice recognition technique in this paper. In the feature extraction stage we propose a mel-cepstral based approach. Our feature vector classification method uses a special nonlinear metric, derived from the Hausdorff distance for sets, and a minimum mean distance classifier.

Keywords: Text-independent speaker recognition, mel cepstral analysis, speech feature vector, Hausdorff-based metric, supervised classification.

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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: Yishu Gong, Liangliang Yang, Jianyu Zhang, Zhengyu Chen, Sihong He, Xusheng Zhang, Wei Zhang

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Alzheimer’s disease (AD) is a progressive neurodegenerative disorder that affects millions of people worldwide and is characterized by cognitive decline and behavioral changes. People living with Alzheimer’s disease often find it hard to complete routine tasks. However, there are limited objective assessments that aim to quantify the difficulty of certain tasks for AD patients compared to non-AD people. In this study, we propose to use speech emotion recognition (SER), especially the frustration level as a potential biomarker for quantifying the difficulty patients experience when describing a picture. We build an SER model using data from the IEMOCAP dataset and apply the model to the DementiaBank data to detect the AD/non-AD group difference and perform longitudinal analysis to track the AD disease progression. Our results show that the frustration level detected from the SER model can possibly be used as a cost-effective tool for objective tracking of AD progression in addition to the Mini-Mental State Examination (MMSE) score.

Keywords: Alzheimer’s disease, Speech Emotion Recognition, longitudinal biomarker, machine learning.

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Authors: Neeta Awasthy, J.P.Saini, D.S.Chauhan

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ICA which is generally used for blind source separation problem has been tested for feature extraction in Speech recognition system to replace the phoneme based approach of MFCC. Applying the Cepstral coefficients generated to ICA as preprocessing has developed a new signal processing approach. This gives much better results against MFCC and ICA separately, both for word and speaker recognition. The mixing matrix A is different before and after MFCC as expected. As Mel is a nonlinear scale. However, cepstrals generated from Linear Predictive Coefficient being independent prove to be the right candidate for ICA. Matlab is the tool used for all comparisons. The database used is samples of ISOLET.

Keywords: Cepstral Coefficient, Distance measures, Independent Component Analysis, Linear Predictive Coefficients.

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Authors: M. Satya Sai Ram, P. Siddaiah, M. Madhavi Latha

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Vector quantization is a powerful tool for speech coding applications. This paper deals with LPC Coding of speech signals which uses a new technique called Multi Switched Split Vector Quantization (MSSVQ), which is a hybrid of Multi, switched, split vector quantization techniques. The spectral distortion performance, computational complexity, and memory requirements of MSSVQ are compared to split vector quantization (SVQ), multi stage vector quantization(MSVQ) and switched split vector quantization (SSVQ) techniques. It has been proved from results that MSSVQ has better spectral distortion performance, lower computational complexity and lower memory requirements when compared to all the above mentioned product code vector quantization techniques. Computational complexity is measured in floating point operations (flops), and memory requirements is measured in (floats).

Keywords: Linear predictive Coding, Multi stage vectorquantization, Switched Split vector quantization, Split vectorquantization, Line Spectral Frequencies (LSF).

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Authors: Carrie Ho, Darshana J. Kumar

Abstract:

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: Zaineb Ben Messaoud, Dorra Gargouri, Saida Zribi, Ahmed Ben Hamida

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This paper presents a formant-tracking linear prediction (FTLP) model for speech processing in noise. The main focus of this work is the detection of formant trajectory based on Hidden Markov Models (HMM), for improved formant estimation in noise. The approach proposed in this paper provides a systematic framework for modelling and utilization of a time- sequence of peaks which satisfies continuity constraints on parameter; the within peaks are modelled by the LP parameters. The formant tracking LP model estimation is composed of three stages: (1) a pre-cleaning multi-band spectral subtraction stage to reduce the effect of residue noise on formants (2) estimation stage where an initial estimate of the LP model of speech for each frame is obtained (3) a formant classification using probability models of formants and Viterbi-decoders. The evaluation results for the estimation of the formant tracking LP model tested in Gaussian white noise background, demonstrate that the proposed combination of the initial noise reduction stage with formant tracking and LPC variable order analysis, results in a significant reduction in errors and distortions. The performance was evaluated with noisy natual vowels extracted from international french and English vocabulary speech signals at SNR value of 10dB. In each case, the estimated formants are compared to reference formants.

Keywords: Formants Estimation, HMM, Multi Band Spectral Subtraction, Variable order LPC coding, White Gauusien Noise.

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Authors: Seham El Kareh, Miramar Etman

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Recently, detecting liars and extracting features which distinguish them from truth-tellers have been the focus of a wide range of disciplines. To the author’s best knowledge, most of the work has been done on facial expressions and body gestures but only few works have been done on the language used by both liars and truth-tellers. This paper sheds light on four axes. The first axis copes with building an audio corpus for deceptive and truthful speech for Egyptian Arabic speakers. The second axis focuses on examining the human perception of lies and proving our need for computational linguistic-based methods to extract features which characterize truthful and deceptive speech. The third axis is concerned with building a linguistic analysis program that could extract from the corpus the inter- and intra-linguistic cues for deceptive and truthful speech. The program built here is based on selected categories from the Linguistic Inquiry and Word Count program. Our results demonstrated that Egyptian Arabic speakers on one hand preferred to use first-person pronouns and present tense compared to the past tense when lying and their lies lacked of second-person pronouns, and on the other hand, when telling the truth, they preferred to use the verbs related to motion and the nouns related to time. The results also showed that there is a need for bigger data to prove the significance of words related to emotions and numbers.

Keywords: Egyptian Arabic corpus, computational analysis, deceptive features, forensic linguistics, human perception, truthful features.

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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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Authors: P. M. Arun Kumar, S. Chandramathi

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The proliferation of multimedia technology and services in today’s world provide ample research scope in the frontiers of visual signal processing. Wide spread usage of video based applications in heterogeneous environment needs viable methods of Video Quality Assessment (VQA). The evaluation of video quality not only depends on high QoS requirements but also emphasis the need of novel term ‘QoE’ (Quality of Experience) that perceive video quality as user centric. This paper discusses two vital video quality assessment methods namely, subjective and objective assessment methods. The evolution of various video quality metrics, their classification models and applications are reviewed in this work. The Mean Opinion Score (MOS) based subjective measurements and algorithm based objective metrics are discussed and their challenges are outlined. Further, this paper explores the recent progress of VQA in emerging technologies such as mobile video and 3D video.

Keywords: 3D-Video, no reference metric, quality of experience, video quality assessment, video quality metrics.

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Authors: Archit Yajnik

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Part of Speech Tagging has always been a challenging task in the era of Natural Language Processing. This article presents POS tagging for Nepali text using Hidden Markov Model and Viterbi algorithm. From the Nepali text, annotated corpus training and testing data set are randomly separated. Both methods are employed on the data sets. Viterbi algorithm is found to be computationally faster and accurate as compared to HMM. The accuracy of 95.43% is achieved using Viterbi algorithm. Error analysis where the mismatches took place is elaborately discussed.

Keywords: Hidden Markov model, Viterbi algorithm, POS tagging, natural language processing.

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Authors: Rasha Salameh

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In light of the tense relationship between Saudi Arabia and Iran, this research paper sheds some light on Saudi-owned television network, Al-Arabiya’s reporting of the Coronavirus in the Gulf region. Particularly because most of the cases in the beginning were coming from Iran, some programs of this Saudi channel embraced a conspiracy theory. Hate speech has been used in the talking and discussions about the topic. The results of these discussions will be detailed in this paper in percentages with regard to the research sample, which includes five programs on the Al-Arabiya channel: ‘DNA’, ‘Marraya’ (Mirrors), ‘Panorama’, ‘Tafaolcom’ (Your Interaction) and ‘Diplomatic Street’, in the period between January 19, that is, the date of the first case in Iran, and April 10, 2020. The research shows the use of a conspiracy theory in the programs, in addition to some professional violations. The surveyed sample also shows that the matter receded due to the Arab Gulf states' preoccupation with the successively increasing cases that have appeared there since the start of the pandemic. The results indicate that hate speech was present in the sample at a rate of 98.1%, and that most of the programs that dealt with the Iranian issue under the Coronavirus pandemic on Al Arabiya used the conspiracy theory at a rate of 75.5%.

Keywords: Al-Arabiya, Iran, COVID-19, hate speech, conspiracy theory, politicization of the pandemic

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Authors: Kateřina Struhařová

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The paper gives the evidence of quality of accounting information of Czech private companies. In general the private companies in the Czech Republic do not see the benefits of providing accounting information of high quality. Based on the research of financial statements of entrepreneurs and companies in Zlin region it was confirmed that the quality of accounting information differs among the private entities and that the major impact on the accounting information quality has the fact if the financial statements are audited as well as the size of the entity. Also the foreign shareholders and lenders have some impact on the accounting information quality.

Keywords: Accounting information quality, Financial Statements, Czech Republic.

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Authors: Atul Dev, Pankaj Jha

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Dr. Genichi Taguchi looked at quality in a broader term and gave an excellent definition of quality in terms of loss to society. However the scope of this definition is limited to the losses imparted by a poor quality product to the customer only and are considered during the useful life of the product and further in a certain situation this loss can even be zero. In this paper, it has been proposed that the scope of quality of a product shall be further enhanced by considering the losses imparted by a poor quality product to society at large, due to associated environmental and safety related factors, over the complete life cycle of the product. Moreover, though these losses can be further minimized with the use of techno-safety interventions, the net losses to society however can never be made zero. This paper proposes an entirely new approach towards defining product quality and is based on Taguchi’s definition of quality.

Keywords: Existing concept, goal post philosophy, life cycle, proposed concept, quality loss function.

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Authors: Sandipan Chakroborty, Goutam Saha

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A state of the art Speaker Identification (SI) system requires a robust feature extraction unit followed by a speaker modeling scheme for generalized representation of these features. Over the years, Mel-Frequency Cepstral Coefficients (MFCC) modeled on the human auditory system has been used as a standard acoustic feature set for speech related applications. On a recent contribution by authors, it has been shown that the Inverted Mel- Frequency Cepstral Coefficients (IMFCC) is useful feature set for SI, which contains complementary information present in high frequency region. This paper introduces the Gaussian shaped filter (GF) while calculating MFCC and IMFCC in place of typical triangular shaped bins. The objective is to introduce a higher amount of correlation between subband outputs. The performances of both MFCC & IMFCC improve with GF over conventional triangular filter (TF) based implementation, individually as well as in combination. With GMM as speaker modeling paradigm, the performances of proposed GF based MFCC and IMFCC in individual and fused mode have been verified in two standard databases YOHO, (Microphone Speech) and POLYCOST (Telephone Speech) each of which has more than 130 speakers.

Keywords: Gaussian Filter, Triangular Filter, Subbands, Correlation, MFCC, IMFCC, GMM.

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Authors: Myo Min Aung, Yoon Seok Chang, Woo Ram Kim

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This paper presents a cold chain monitoring system which focuses on assessment of quality and dynamic pricing information about food in cold chain. Cold chain is composed of many actors and stages; however it can be seen as a single entity since a breakdown in temperature control at any stage can impact the final quality of the product. In a cold chain, the shelf life, quality, and safety of perishable food throughout the supply chain is greatly impacted by environmental factors especially temperature. In this paper, a prototype application is implemented to retrieve timetemperature history, the current quality and the dynamic price setting according to changing quality impacted by temperature fluctuations in real-time.

Keywords: Cold chain, monitoring, quality, temperature, traceability.

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Authors: Maria Grazia Albanesi, Riccardo Amadeo

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This study presents a new model of the human image quality assessment process: the aim is to highlightthe foundations of the image quality metrics proposed in literature, by identifyingthe cognitive/physiological or mathematical principles of their development and the relation with the actual human quality assessment process. The model allows to createa novel categorization of objective and subjective image quality metrics. Our work includes an overview of the most used or effectiveobjective metrics in literature, and, for each of them, we underline its main characteristics, with reference to the rationale of the proposed model and categorization. From the results of this operation, we underline a problem that affects all the presented metrics: the fact that many aspects of human biasesare not taken in account at all. We then propose a possible methodology to address this issue.

Keywords: Eye-Tracking, image quality assessment metric, MOS, quality of user experience, visual perception.

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Authors: Filiz Ersoz, Deniz Merdin, Taner Ersoz

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The objective of this study provides an insight into enterprises, who need to carry on their sustainability in harmony with the changing competition conditions, technology and laws, regarding the ISO 9001:2015. In the study, ISO 9001:2015, which is planned to be put in force and exists as a draft, was studied and its differences from the previous standard, ISO 9001:2008, were determined. To find out the differences, a survey was conducted among enterprises that implement a quality system. According to the findings obtained at the end of the study, it was observed that the enterprises attach importance to quality and follow the developments about quality management system, and they find the changes in the new draft document necessary.

Keywords: ISO 9001, quality, quality management system, quality revision.

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Authors: Bita Mashayekhi, Marjan Fayyazi, Parisa Sefati

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Audit quality is a popular topic in accounting and auditing research because recent decades’ financial crises reduce the reliability of financial reports to public investors and cause significant doubt about the audit profession. Therefore, doing research to identify effective factors in improving audit quality is necessary for bringing back public investors’ trust to financial statements as well as audit reports. In this study, we explore the relationship between audit rotation and audit quality. For this purpose, we employ the Duff (2009) model of audit quality to measure audit quality and use a questionnaire survey of 27 audit service quality attributes. Our results show that there is a negative relationship between auditor’s rotation and audit quality as we consider the auditor’s reputation, capability, assurance, experience, and responsiveness as surrogates for audit quality. There is no evidence for verifying a same relationship when we use the auditor’s independence and expertise for measuring audit quality.

Keywords: Audit quality, auditor’s rotation, reputation, capability, assurance, experience, responsiveness, independence, expertise.

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Authors: H. Silvestre

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The aim of this paper is to know the sociodemographic and operational-financial determinants of the services quality perceived by users of the national health services. Through the use of an inquiry conducted by the Ministry of Health, comprehending 16.936 interviews in 2006, we intend to find out if there is any characteristic that determines the 2006 inquiry results. With the revision of the literature we also want to know if the operational-financial results have implications in hospitals users- perception on the quality of the received services. In order to achieve our main goals we will make use of the regression analysis to find out the possible dimensions that determine those results.

Keywords: Management by Results, Quality Approach, Tableau de Bord, Total Quality Management, Services quality.

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