Search results for: service method.

Authors: D. I. De Souza, G. P. Azevedo, P. Duarte

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In this paper the main objective is to analyze the quality of service of the bus companies operating in the city of Campos, located in the state of Rio de Janeiro, Brazil. This analysis, based on the opinion of the bus customers, will help to determine their degree of satisfaction with the service provided by the bus companies. The result of this assessment shows that the bus customers are displeased with the quality of service supplied by the bus companies. Therefore, it is necessary to identify alternative solutions to minimize the consequences of the main problems related to customers- dissatisfaction identified in our evaluation and to help the bus companies operating in Campos better fulfill their riders- needs.

Keywords: PubicTransportation, Quality of Service, Riders'Opinion, Bus Companies

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Authors: Päivi J. Tossavainen , Leena Alakoski, Katri Ojasalo

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Building a service-centric business model requires new knowledge and capabilities in companies. This paper enlightens the challenges small and medium sized firms (SMEs) face when developing their service-centric business models. This paper examines the premise for knowledge transfer and capability development required. The objective of this paper is to increase knowledge about SME-s transformation to service-centric business models.This paper reports an action research based case study. The paper provides empirical evidence from three case companies. The empirical data was collected through multiple methods. The findings of the paper are: First, the developed model to analyze the current state in companies. Second, the process of building the service – centric business models. Third, the selection of suitable service development methods. The lack of a holistic understanding on service logic suggests that SMEs need practical and easy to use methods to improve their business

Keywords: service-centric business model, service development, action research, case study

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Authors: Kee-Leong Tan, Karyn Wei-Ju Khoo, Hui-Na Chua

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Service discovery is a very important component of Service Oriented Architectures (SOA). This paper presents two alternative approaches to customise the query results of private service registry such as Universal Description, Discovery and Integration (UDDI). The customisation is performed based on some pre-defined and/or real-time changing parameters. This work identifies the requirements, designs and additional mechanisms that must be applied to UDDI in order to support this customisation capability. We also detail the implements of the approaches and examine its performance and scalability. Based on our experimental results, we conclude that both approaches can be used to customise registry query results, but by storing personalization parameters in external resource will yield better performance and but less scalable when size of query results increases. We believe these approaches when combined with semantics enabled service registry will enhance the service discovery methods within a private UDDI registry environment.

Keywords: Service Oriented Architecture (SOA), Web service, Service discovery, registry, UDDI

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Authors: Al-Rousan, M. Ramzi, Badaruddin Mohamed

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In the present Jordan hotels scenario, service quality is a vital competitive policy to keep customer support and build great base. Hotels are trying to win customer loyalty by providing enhanced quality services. This paper attempts to examine the impact of tourism service quality dimension in the Jordanian five star hotels. A total of 322 surveys were administrated to tourists who were staying at three branches Marriott hotel in Jordan. The results show that dimensions of service quality such as empathy, reliability, responsiveness and tangibility significantly predict customer loyalty. Specifically, among the dimension of tourism service quality, the most significant predictor of customer loyalty is tangibility. This paper implies that five star hotels in Jordan should also come forward and try their best to present better tourism service quality to win back their customers- loyalty.

Keywords: Tourism, Service Quality, Loyalty, Five Star hotels, Jordan.

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Authors: Pham Thi Quynh, Huynh Quyet Thang

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Service-oriented systems have become popular and presented many advantages in develop and maintain process. The coupling is the most important attribute of services when they are integrated into a system. In this paper, we propose a suite of metrics to evaluate service-s quality according to its ability of coupling. We use the coupling metrics to measure the maintainability, reliability, testability, and reusability of services. Our proposed metrics are operated in run-time which bring more exact results.

Keywords: Dynamic coupling metric, SOA, web service, SOAP Extension.

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Authors: Ammar Abbas, Ibrahim M. Hussain, Osama M. Hussain

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The IEEE 802.11e which is an enhanced version of the 802.11 WLAN standards incorporates the Quality of Service (QoS) which makes it a better choice for multimedia and real time applications. In this paper we study various aspects concerned with 802.11e standard. Further, the analysis results for this standard are compared with the legacy 802.11 standard. Simulation results show that IEEE 802.11e out performs legacy IEEE 802.11 in terms of quality of service due to its flow differentiated channel allocation and better queue management architecture. We also propose a method to improve the unfair allocation of bandwidth for downlink and uplink channels by varying the medium access priority level.

Keywords: Wireless, IEEE 802.11e, EDCA, Throughput, QoS, MAC.

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Authors: Chien-Hua Wang, Meng-Ying Chou, Chin-Tzong Pang

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This paper applies fuzzy AHP to evaluate the service quality of online auction. Service quality is a composition of various criteria. Among them many intangible attributes are difficult to measure. This characteristic introduces the obstacles for respondents on reply in the survey. So as to overcome this problem, we invite fuzzy set theory into the measurement of performance and use AHP in obtaining criteria. We found the most concerned dimension of service quality is Transaction Safety Mechanism and the least is Charge Item. Other criteria such as information security, accuracy and information are too vital.

Keywords: Fuzzy set theory, AHP, Online auction, Service quality

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Authors: Regina Connolly, Frank Bannister

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This paper describes an ongoing study into the quality of service provided by the Irish Revenue Commisioners- online tax filing and collection system. The Irish Revenue On-Line Service (ROS) site has won several awards. In this study, a version of the widely use SERVQUAL measuring instrument, adapted for use with online services, has been modified for the specific case of ROS. In this paper, the theory behind this instrument is set out, the particular problems of evaluating revenue collecting online are examined and the rationale for this approach is explained.

Keywords: E-service quality, revenue online system, online tax filing system.

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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: Shah Ahsanuzzaman Md. Tariq, Fabrizio Granelli

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IEEE 802.11e is the enhanced version of the IEEE 802.11 MAC dedicated to provide Quality of Service of wireless network. It supports QoS by the service differentiation and prioritization mechanism. Data traffic receives different priority based on QoS requirements. Fundamentally, applications are divided into four Access Categories (AC). Each AC has its own buffer queue and behaves as an independent backoff entity. Every frame with a specific priority of data traffic is assigned to one of these access categories. IEEE 802.11e EDCA (Enhanced Distributed Channel Access) is designed to enhance the IEEE 802.11 DCF (Distributed Coordination Function) mechanisms by providing a distributed access method that can support service differentiation among different classes of traffic. Performance of IEEE 802.11e MAC layer with different ACs is evaluated to understand the actual benefits deriving from the MAC enhancements.

Keywords: 802.11e, fairness, enhanced distributed channelaccess, access categories, quality of Service.

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Authors: Sahba Paktinat, Afshin Salajeghe, Mir Ali Seyyedi, Yousef Rastegari

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Service Oriented Architecture (SOA) allows modeling of dynamic interaction between incongruous providers, which enables governing the development of complex applications. However, implementation of SOA comes with some challenges, including its adaptability and robustness. Dynamism is inherent to the nature of service based applications and of their running environment. These factors lead to necessity for dynamic adaptation. In this paper we try to describe basics and main structure of SOA adaptation process with a conceptual view to this issue. In this survey we will review the relevant adaptation approaches. This paper allows studying how different approaches deal with service oriented architecture adaptation life-cycle and provides basic guidelines for their analysis, evaluation and comparison.

Keywords: Context-aware, Dynamic Adaptation, Quality of Services, Service Oriented Architecture, Service Based Application.

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Authors: Bundit Pungnirund

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This research aimed to investigate the relationship between attitude towards marketing mix, brand image and consumer behavior of the passengers of low-cost airlines service. This study employed by quantitative research and the questionnaire was used to collect the data from 400 sampled of the passengers who have ever used the low-cost airline services based in Bangkok, Thailand. The descriptive statistics and Pearson’s correlation analysis were used to analyze data. The research results revealed that the attitude of the marketing mix of the low-cost airline services including product, price, place, promotion and process had related to the consumer behavior on the aspects of duration of service and frequency of service. While, the brand image of the low cost airline including the characteristics of organization, service quality and company identity had related to the consumer behavior on duration of service, frequency of service and cost of service at the significant statistically acceptable levels.

Keywords: Brand image, consumer behavior, low-cost airlines, marketing mix.

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Authors: Sherif G. Aly

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In this article, we introduce a mechanism by which the same concept of differentiated services used in network transmission can be applied to provide quality of service levels to pervasive systems applications. The classical DiffServ model, including marking and classification, assured forwarding, and expedited forwarding, are all utilized to create quality of service guarantees for various pervasive applications requiring different levels of quality of service. Through a collection of various sensors, personal devices, and data sources, the transmission of contextsensitive data can automatically occur within a pervasive system with a given quality of service level. Triggers, initiators, sources, and receivers are four entities labeled in our mechanism. An explanation of the role of each is provided, and how quality of service is guaranteed.

Keywords: Pervasive systems, quality of service, differentiated services, mobile devices.

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Authors: Roberto Boselli, Mirko Cesarini, Mario Mezzanzanica

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The paper is concerned with relationships between SSME and ICTs and focuses on the role of Web 2.0 tools in the service development process. The research presented aims at exploring how collaborative technologies can support and improve service processes, highlighting customer centrality and value coproduction. The core idea of the paper is the centrality of user participation and the collaborative technologies as enabling factors; Wikipedia is analyzed as an example. The result of such analysis is the identification and description of a pattern characterising specific services in which users collaborate by means of web tools with value co-producers during the service process. The pattern of collaborative co-production concerning several categories of services including knowledge based services is then discussed.

Keywords: Service Interaction Patterns, Services Science, Web2.0 tools, Service Development Process.

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Authors: Sujala.D.Shetty, S.Vadivel, Sakshi Vaghella

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Data mining is the process of sifting through large volumes of data, analyzing data from different perspectives and summarizing it into useful information. One of the widely used desktop applications for data mining is the Weka tool which is nothing but a collection of machine learning algorithms implemented in Java and open sourced under the General Public License (GPL). A web service is a software system designed to support interoperable machine to machine interaction over a network using SOAP messages. Unlike a desktop application, a web service is easy to upgrade, deliver and access and does not occupy any memory on the system. Keeping in mind the advantages of a web service over a desktop application, in this paper we are demonstrating how this Java based desktop data mining application can be implemented as a web service to support data mining across the internet.

Keywords: desktop application, Weka mining, web service

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Authors: Halit Arslan, Ismail Sahin, Ahmet Oguz Akturk, Ismail Celik

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Today, the means of following the developments in the area of science and technology is to keep up with the pace of the advancements in this area. As is in every profession, apart from their personal efforts, the training of teachers in the period after they start their careers is only possible through in-service training. The aim of the present study is to determine the views of Information Technologies (IT) teachers regarding the in-service training courses organized by the Ministry of National Education. In this study, in which quantitative research methods and techniques were employed, the views of 196 IT teachers were collected by using the “Views on In-service Training” questionnaire developed by the authors of the paper. Independent groups t-test was used to determine whether the views of IT teachers regarding in-service training differed depending on gender, age and professional seniority. One-way analysis of variance (ANOVA) was used to investigate whether the views of IT teachers regarding in-service training differed depending on the number of in-service training courses they joined and the type of inservice training course they wanted to take. According to the findings obtained in the study, the views of IT teachers on in-service training did not show a significant difference depending on gender and age, whereas those views differed depending on professional seniority, the number of in-service training courses they joined and the type of inservice training course they wanted to take.

Keywords: In-service training, IT teachers, professional development, personal development.

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Authors: Wen-Chieh, Hsieh

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The purpose of this study is to analyze the islands tourist travel information sources, as well as for the satisfaction of the tourist destination services. This study used questionnaires to the island of Taiwan to the Penghu Islands to engage in tourism activities tourist adopt the designated convenience sampling method, a total of 889 valid questionnaires were collected. After statistical analysis, this study found that: 1. tourists to the Penghu Islands travel information source for “friends and family came to Penghu". 2. Tourists feel the service of the outlying islands of Penghu, the highest feelings of “friendly local residents". 3. There are different demographic variables affect the tourist travel information source and service satisfaction. Based on the findings of this study not only for Penghu's tourism industry with the unit in charge of the proposed operating and suggestions for future research to other researchers.

Keywords: Island tourism, destination, travel information, service satisfaction.

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Authors: Chung-Woon Park, Jungwoo Lee, Jong-Tae Lim

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In this paper, we propose a novel limited feedback scheme for task planning with service robots. Instead of sending the full service robot state information for the task planning, the proposed scheme send the best-M indices of service robots with a indicator. With the indicator, the proposed scheme significantly reduces the communication overhead for task planning as well as mitigates the system performance degradation in terms of the utility. In addition, we analyze the system performance of the proposed scheme and compare the proposed scheme with the other schemes.

Keywords: Task Planning, Service Robots, Limited Feedback, Scheduling

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Authors: Purnomo Yustianto, Robin Doss

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As a process of developing a service system, the term ‘service engineering’ evolves in scope and definition. To achieve an integrated understanding of the process, a general framework and an ontology are required. This paper extends a previously built service engineering framework by exploring metamodels for the framework artefacts based on a foundational ontology and a metamodel landscape. The first part of this paper presents a correlation map between the proposed framework with the ontology as a form of evaluation for the conceptual coverage of the framework. The mapping also serves to characterize the artefacts to be produced for each activity in the framework. The second part describes potential metamodels to be used, from the metamodel landscape, as alternative formats of the framework artefacts. The results suggest that the framework sufficiently covers the ontological concepts, both from general service context and software service context. The metamodel exploration enriches the suggested artefact format from the original eighteen formats to thirty metamodel alternatives.

Keywords: Artefact, framework, service, metamodel.

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Authors: Chen Zhang, Wei Yaping

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With the rapid expansion of city scale and the excessive concentration of population, achieving relative equality of extracurricular education resources and improving spatial service performance of relevant facilities become necessary arduous tasks. In urban space, extracurricular education facilities should offer better service to its targeted area and promote the equality and efficiency of education, which is accomplished by the allocation of facilities. Based on questionnaire and survey for local students in Hangzhou City in 2009, this study classifies extracurricular education facilities in meg-city and defines the equalization of these facilities. Then it is suggested to establish extracurricular education facilities system according to the development level of city and demands of local students, and to introduce a spatial analysis method into urban planning through the aspects of spatial distribution, travel cost and spatial service scope. Finally, the practice of nine sub-districts of Hangzhou is studied.

Keywords: extracurricular education facilities, equalization, spatial service performance, meg-city

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Authors: Masayuki Higashino, Toshiya Kawato, Takao Kawamura

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A monolithic service is based on the N-tier architecture in many cases. In order to divide a monolithic service into microservices, it is necessary to redefine a model as a new microservice by extracting and merging existing models across layers. Refactoring a monolithic service into microservices requires advanced technical capabilities, and it is a difficult way. This paper proposes a design and concept to ease the migration of a monolithic service to microservices using the mobile agent technology. Our proposed approach, mobile agents-based design and concept, enables to ease dividing and merging services.

Keywords: Mobile agent, microservice, web service, distributed system.

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Authors: Dawei Cai

Abstract:

In this paper, we present an autonomous guidance service by combinating the position information from NFC and the orientation information from 6 a 6 axis acceleration and terrestrial magnetism sensor. We developed an algorithm to calculate the device orientation  based on the data from acceleration and terrestrial magnetism sensor.With this function, a autonomous guidance service can be provided, according the visitors's position and orientation. This service may be convient for old people or disables or children.

Keywords: NFC, Ubiquitous Computing, Guide Sysem, MEMS.

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Authors: Moeiz Miraoui, Chakib Tadj, Chokri ben Amar

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Devices in a pervasive computing system (PCS) are characterized by their context-awareness. It permits them to provide proactively adapted services to the user and applications. To do so, context must be well understood and modeled in an appropriate form which enhance its sharing between devices and provide a high level of abstraction. The most interesting methods for modeling context are those based on ontology however the majority of the proposed methods fail in proposing a generic ontology for context which limit their usability and keep them specific to a particular domain. The adaptation task must be done automatically and without an explicit intervention of the user. Devices of a PCS must acquire some intelligence which permits them to sense the current context and trigger the appropriate service or provide a service in a better suitable form. In this paper we will propose a generic service ontology for context modeling and a context-aware service adaptation based on a service oriented definition of context.

Keywords: Pervasive computing system, context, contextawareness, service, context modeling, ontology, adaptation, machine learning.

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Authors: Z. Khan, O. Moselhi, T. Zayed

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Development of levels of service in municipal context is a flexible vehicle to assist in performing quality-cost trade-off analysis for municipal services. This trade-off depends on the willingness of a community to pay as well as on the condition of the assets. Community perspective of the performance of an asset from service point of view may be quite different from the municipality perspective of the performance of the same asset from condition point of view. This paper presents a three phased level of service based methodology for water mains that consists of :1)development of an Analytical Hierarchy model of level of service 2) development of Fuzzy Weighted Sum model of water main condition index and 3) deriving a Fuzzy logic based function that maps level of service to asset condition index. This mapping will assist asset managers in quantifying condition improvement requirement to meet service goals and to make more informed decisions on interventions and relayed priorities.

Keywords: Asset Management, Level of Service, Condition Index, Analytical Hierarchy, Fuzzy Logic.

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Authors: Nattapong Techarattanased

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This research paper aimed to identify determinants of airline service quality on passengers’ repeated purchase of service. The population of this study was Thai passengers flying domestic flights with Thai Airways, making a total of 300 samples. These 300 samples participated in this research by answering a collection of questions by means of a questionnaire. An analysis of means score and multiple regression revealed that perceived service quality for tangible elements, reliability, responsiveness, assurance and empathy had determined repeated purchase of flight service of the passengers at a high level. Moreover, reliability and responsiveness factors could predict the passengers’ repeated purchase of flight service at the percentage of 30.6. The findings gave a signal that Thai Airways may consider a development of route network and fleet strategy as well as an establishment of aircraft and seat qualification to meet passengers’ needs and requirements. Passengers’ level of satisfaction could also be maximized by offering service value through various kinds of special deals and programs, whereas value- added pricing strategy should be considered in order to differentiate from and beat other leading airline competitors.

Keywords: Service Quality, Repeated Purchase.

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Authors: S. Arrizabalaga, A. Salterain, M. Domínguez, I. Alvaro

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Traditionally, Internet has provided best-effort service to every user regardless of its requirements. However, as Internet becomes universally available, users demand more bandwidth and applications require more and more resources, and interest has developed in having the Internet provide some degree of Quality of Service. Although QoS is an important issue, the question of how it will be brought into the Internet has not been solved yet. Researches, due to the rapid advances in technology are proposing new and more desirable capabilities for the next generation of IP infrastructures. But neither all applications demand the same amount of resources, nor all users are service providers. In this way, this paper is the first of a series of papers that presents an architecture as a first step to the optimization of QoS in the Internet environment as a solution to a SMSE's problem whose objective is to provide public service to internet with certain Quality of Service expectations. The service provides new business opportunities, but also presents new challenges. We have designed and implemented a scalable service framework that supports adaptive bandwidth based on user demands, and the billing based on usage and on QoS. The developed application has been evaluated and the results show that traffic limiting works at optimum and so it does exceeding bandwidth distribution. However, some considerations are done and currently research is under way in two basic areas: (i) development and testing new transfer protocols, and (ii) developing new strategies for traffic improvements based on service differentiation.

Keywords: Differentiated Services, Linux, Quality of Service, queueing disciplines, web application.

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Authors: Mehran Garmehi, Yasser Mansouri

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There are two paradigms proposed to provide QoS for Internet applications: Integrated service (IntServ) and Differentiated service (DiffServ).Intserv is not appropriate for large network like Internet. Because is very complex. Therefore, to reduce the complexity of QoS management, DiffServ was introduced to provide QoS within a domain using aggregation of flow and per- class service. In theses networks QoS between classes is constant and it allows low priority traffic to be effected from high priority traffic, which is not suitable. In this paper, we proposed a fuzzy controller, which reduced the effect of low priority class on higher priority ones. Our simulations shows that, our approach reduces the latency dependency of low priority class on higher priority ones, in an effective manner.

Keywords: QoS, Differentiated Service (DiffServ), FuzzyController, Delay.

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Authors: Kalsoom Sumra

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The increasing concern of public sector reforms brings new challenges to public service ethics in developing countries not only at central level but also at local level. This paper aims to identify perceptions on public service ethics of public officials and examines more generally the understanding of public servants in Pakistan towards public service ethics in local public organizations. The study uses an independently administered structured questionnaire to collect data to know the extent of the recognition of public service ethics in local organizations. A total of 150 completed questionnaires are analyzed received from public servants working at the local level in Pakistan. The analysis explores how traditional, social patterns and cultural ethics can provide us with a rounded picture of the main antecedents, moderators of public service ethics in Pakistan. Moreover, the findings of this study contribute in association of public service ethics which are crucial in ongoing political and administrative culture of Pakistan, the most crucial core for public organizational ethical climate. This study also has numerous implications for local public administration and it highlights the importance of expanding research agenda on public service ethics in developing settings with challenging institutional contexts with imperfect training and operating environments. This study may well be particularly important for practice of public service ethics in developing countries in public administration. To the best of author’s knowledge, this study is the first of its kind to provide an initial step in practical implications to emphasize relevant public service ethics in public administration in developing transparent and accountable organization.

Keywords: Public service ethics, accountability and transparency, public service reforms, public administration, organizational ethical climate.

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Authors: Y. O’Connor, C. Heavin, S. O’ Connor, J. Gallagher, J. Wu, J. O’Donoghue

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Background: To improve the delivery of paediatric healthcare in low resource settings, Community Health Workers (CHW) have been provided with a paper-based set of protocols known as Community Case Management (CCM). Yet research has shown that CHW adherence to CCM guidelines is poor, ultimately impacting health service delivery. Digitising the CCM guidelines via mobile technology is argued in extant literature to improve CHW adherence. However, little research exist which outlines how (a) this process can be digitised and (b) adherence could be improved as a result. Aim: To explore how an electronic mobile version of CCM (eCCM) can overcome issues associated with the paper-based CCM protocol (inadequate adherence to guidelines) vis-à-vis service blueprinting. This service blueprint will outline how (a) the CCM process can be digitised using mobile Clinical Decision Support Systems software to support clinical decision-making and (b) adherence can be improved as a result. Method: Development of a single service blueprint for a standalone application which visually depicts the service processes (eCCM) when supporting the CHWs, using an application known as Supporting LIFE (SL eCCM app) as an exemplar. Results: A service blueprint is developed which illustrates how the SL eCCM app can be utilised by CHWs to assist with the delivery of healthcare services to children. Leveraging smartphone technologies can (a) provide CHWs with just-in-time data to assist with their decision making at the point-of-care and (b) improve CHW adherence to CCM guidelines. Conclusions: The development of the eCCM opens up opportunities for the CHWs to leverage the inherent benefit of mobile devices to assist them with health service delivery in rural settings. To ensure that benefits are achieved, it is imperative to comprehend the functionality and form of the eCCM service process. By creating such a service blueprint for an eCCM approach, CHWs are provided with a clear picture regarding the role of the eCCM solution, often resulting in buy-in from the end-users.

Keywords: Adherence, community health workers, developing countries, mobile clinical decision support systems, CDSS, service blueprint.

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Authors: Cheng-Shiung Wu

Abstract:

The purpose of the current study is to gain insight into the relative role of professional self-image (PSI) for service providers among leader-member exchange (LMX), career success. Lack of studies demonstrated that PSI of service providers affect on their CS. So, it is necessary to, according to service providers- perspective, explore the relationship among LMX and CS in hospitality industry. The result of the current study can suggest strategic directions for hospitality practitioners in terms of constructing LMX relationship, so as to make service providers realize and build their PSI, and to promote their CS. Implications of these findings for hospitality implementations as well as future research directions are subsequently discussed.

Keywords: Leader-member Exchange (LMX), Professional Self-image (PSI), Career Success (CS), Hospitality Industry.

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