Search results for: user or customer satisfaction.

Authors: Jürgen Roßmann, André Kupetz, Roland Wischnewski

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An intuitive user interface for the teleoperation of mobile rescue robots is one key feature for a successful exploration of inaccessible and no-go areas. Therefore, we have developed a novel framework to embed a flexible and modular user interface into a complete 3-D virtual reality simulation system. Our approach is based on a client-server architecture to allow for a collaborative control of the rescue robot together with multiple clients on demand. Further, it is important that the user interface is not restricted to any specific type of mobile robot. Therefore, our flexible approach allows for the operation of different robot types with a consistent concept and user interface. In laboratory tests, we have evaluated the validity and effectiveness of our approach with the help of two different robot platforms and several input devices. As a result, an untrained person can intuitively teleoperate both robots without needing a familiarization time when changing the operating robot.

Keywords: Teleoperation of mobile robots, augmented reality, user interface, virtual reality.

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Authors: Mark Kaahwa, Chang Zhu, Moses Muhumuza

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This study investigates the satisfaction of distance education university students (DEUS) with the use of audio media as a medium of instruction. Studying students’ satisfaction is vital because it shows whether learners are comfortable with a certain instructional strategy or not. Although previous studies have investigated the use of audio media, the satisfaction of students with an instructional strategy that combines radio teaching and podcasts as an independent teaching strategy has not been fully investigated. In this study, all lectures were delivered through the radio and students had no direct contact with their instructors. No modules or any other material in form of text were given to the students. They instead, revised the taught content by listening to podcasts saved on their mobile electronic gadgets. Prior to data collection, DEUS received orientation through workshops on how to use audio media in distance education. To achieve objectives of the study, a survey, naturalistic observations and face-to-face interviews were used to collect data from a sample of 211 undergraduate and graduate students. Findings indicate that there was no statistically significant difference in the levels of satisfaction between male and female students. The results from post hoc analysis show that there is a statistically significant difference in the levels of satisfaction regarding the use of audio media between diploma and graduate students. Diploma students are more satisfied compared to their graduate counterparts. T-test results reveal that there was no statistically significant difference in the general satisfaction with audio media between rural and urban-based students. And ANOVA results indicate that there is no statistically significant difference in the levels of satisfaction with the use of audio media across age groups. Furthermore, results from observations and interviews reveal that DEUS found learning using audio media a pleasurable medium of instruction. This is an indication that audio media can be considered as an instructional strategy on its own merit.

Keywords: Audio media, distance education, distance education university students, medium of instruction, satisfaction.

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Authors: Emel Kızılkaya Aydogan, Mihrimah Ozmen, Yılmaz Delice

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In recent days, there is a change and the ongoing development of the telecommunications sector in the global market. In this sector, churn analysis techniques are commonly used for analysing why some customers terminate their service subscriptions prematurely. In addition, customer churn is utmost significant in this sector since it causes to important business loss. Many companies make various researches in order to prevent losses while increasing customer loyalty. Although a large quantity of accumulated data is available in this sector, their usefulness is limited by data quality and relevance. In this paper, a cost-sensitive feature selection framework is developed aiming to obtain the feature reducts to predict customer churn. The framework is a cost based optional pre-processing stage to remove redundant features for churn management. In addition, this cost-based feature selection algorithm is applied in a telecommunication company in Turkey and the results obtained with this algorithm.

Keywords: Churn prediction, data mining, decision-theoretic rough set, feature selection.

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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: Y. K. Lin, H. T. Hsieh, F. Y. Hsieh

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Total weighted tardiness is a measure of customer satisfaction. Minimizing it represents satisfying the general requirement of on-time delivery. In this research, we consider an ant colony optimization (ACO) algorithm to solve the problem of scheduling unrelated parallel machines to minimize total weighted tardiness. The problem is NP-hard in the strong sense. Computational results show that the proposed ACO algorithm is giving promising results compared to other existing algorithms.

Keywords: ant colony optimization, total weighted tardiness, unrelated parallel machines.

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Authors: Yang-Wai Chow

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This research investigates the design of a low-cost 3D spatial interaction approach using the Wii Remote for immersive Head-Mounted Display (HMD) virtual reality. Current virtual reality applications that incorporate the Wii Remote are either desktop virtual reality applications or systems that use large screen displays. However, the requirements for an HMD virtual reality system differ from such systems. This is mainly because in HMD virtual reality, the display screen does not remain at a fixed location. The user views the virtual environment through display screens that are in front of the user-s eyes and when the user moves his/her head, these screens move as well. This means that the display has to be updated in realtime based on where the user is currently looking. Normal usage of the Wii Remote requires the controller to be pointed in a certain direction, typically towards the display. This is too restrictive for HMD virtual reality systems that ideally require the user to be able to turn around in the virtual environment. Previous work proposed a design to achieve this, however it suffered from a number of drawbacks. The aim of this study is to look into a suitable method of using the Wii Remote for 3D interaction in a space around the user for HMD virtual reality. This paper presents an overview of issues that had to be considered, the system design as well as experimental results.

Keywords: 3D interaction, head-mounted display, virtual reality, Wii remote

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Authors: Alexandre Rabaseda, Emelie Seguin, Marc Doumit

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Human mobility exoskeletons have been in development for several years and are becoming increasingly efficient. Unfortunately, user comfort was not always a priority design criterion throughout their development. To further improve this technology, exoskeletons should operate and deliver assistance without causing discomfort to the user. For this, improvements are necessary from an ergonomic point of view. The device’s control method is important when endeavoring to enhance user comfort. Exoskeleton or rehabilitation device controllers use methods of control called interaction controls (admittance and impedance controls). This paper proposes an extended version of an admittance controller to enhance user comfort. The control method used consists of adding an inner loop that is controlled by a proportional-integral-derivative (PID) controller. This allows the interaction force to be kept as close as possible to the desired force trajectory. The force-tracking admittance controller modifies the actuation force of the system in order to follow both the desired motion trajectory and the desired relative force between the user and the exoskeleton.

Keywords: Mobility assistive device, exoskeleton, force-tracking admittance controller, user comfort.

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Authors: Aurora Garrido-Moreno, Antonio Padilla-Meléndez, Ana Rosa Del Águila-Obra

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After reporting a literature review on Customer Relationship Management (CRM) and knowledge management, some important issued arise, in particular related to the lack of success of CRM strategies implementation. The paper contributes to this proposing an integrated model of CRM success taking into account complementary factors such as organizational factors, technology, knowledge management and customer orientation.

Keywords: knowledge management, CRM, CRM success, organizational factors.

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Authors: Hyoungseob Lee, Donghyun Choi, Yunho Lee, Dongho Won, Seungjoo Kim

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Recently, with the appearance of smart cards, many user authentication protocols using smart card have been proposed to mitigate the vulnerabilities in user authentication process. In 2004, Das et al. proposed a ID-based user authentication protocol that is secure against ID-theft and replay attack using smart card. In 2009, Wang et al. showed that Das et al.-s protocol is not secure to randomly chosen password attack and impersonation attack, and proposed an improved protocol. Their protocol provided mutual authentication and efficient password management. In this paper, we analyze the security weaknesses and point out the vulnerabilities of Wang et al.-s protocol.

Keywords: Message Alteration Attack, Impersonation Attack

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Authors: Elisabeth Brandenburg, Robert Woll, Rainer Stark

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This paper presents how smart glasses and voice commands can be used for improving the maintenance process of industrial gas turbines. It presents the process of inspecting a gas turbine’s combustion chamber and how it is currently performed using a set of paper-based documents. In order to improve this process, a portable hands-free process assistance system has been conceived. In the following, it will be presented how the approach of user-centered design and the method of paper prototyping have been successfully applied in order to design a user interface and a corresponding workflow model that describes the possible interaction patterns between the user and the interface. The presented evaluation of these results suggests that the assistance system could help the user by rendering multiple manual activities obsolete, thus allowing him to work hands-free and to save time for generating protocols.

Keywords: Paper prototyping, smart glasses, turbine maintenance, user centered design.

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Authors: I. Ludviga, A. Kalvina

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This paper aims to link together the concepts of job satisfaction, work engagement, trust, job meaningfulness and loyalty to the organisation focusing on specific type of employment – academic jobs. The research investigates the relationships between job satisfaction, work engagement and loyalty as well as the impact of trust and job meaningfulness on the work engagement and loyalty. The survey was conducted in one of the largest Latvian higher education institutions and the sample was drawn from academic staff (n=326). Structured questionnaire with 44 reflective type questions was developed to measure the constructs. Data was analysed using SPSS and Smart-PLS software. Variance based structural equation modelling (PLS-SEM) technique was used to test the model and to predict the most important factors relevant to employee engagement and loyalty. The first order model included two endogenous constructs (loyalty and intention to stay and recommend to work in this organisation, and employee engagement), as well as six exogenous constructs (feeling of fair treatment and trust in management; career growth opportunities; compensation, pay and benefits; management; colleagues and teamwork; and finally job meaningfulness). Job satisfaction was developed as second order construct and both: first and second order models were designed for data analysis. It was found that academics are more engaged than satisfied with their work and main reason for that was found to be job meaningfulness, which is significant predictor for work engagement, but not for job satisfaction. Compensation is not significantly related to work engagement, but only to job satisfaction. Trust was not significantly related neither to engagement, nor to satisfaction, however, it appeared to be significant predictor of loyalty and intentions to stay with the University. Paper revealed academic jobs as specific kind of employment where employees can be more engaged than satisfied and highlighted the specific role of job meaningfulness in the University settings.

Keywords: Job satisfaction, job meaningfulness, higher education, work engagement.

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Authors: Carsten Röcker

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This paper presents a set of guidelines for the design of multi-user awareness systems. In a first step, general requirements for team awareness systems are analyzed. In the second part of the paper, the identified requirements are aggregated and transformed into concrete design guidelines for the development of team awareness systems.

Keywords: User Interface Design, Awareness Systems, User- Centered Design, Human Factors.

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Authors: Ágoston Winkler, Sándor Juhász

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The localization of software products is essential for reaching the users of the international market. An important task for this is the translation of the user interface into local national languages. As graphical interfaces are usually optimized for the size of the texts in the original language, after the translation certain user controls (e.g. text labels and buttons in dialogs) may grow in such a manner that they slip above each other. This not only causes an unpleasant appearance but also makes the use of the program more difficult (or even impossible) which implies that the arrangement of the controls must be corrected subsequently. The correction should preserve the original structure of the interface (e.g. the relation of logically coherent controls), furthermore, it is important to keep the nicely proportioned design: the formation of large empty areas should be avoided. This paper describes an algorithm that automatically rearranges the controls of a graphical user interface based on the principles above. The algorithm has been implemented and integrated into a translation support system and reached results pleasant for the human eye in most test cases.

Keywords: Graphical user interface, GUI, natural languages, software localization, translation support systems.

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Authors: Taneli Eisto, Venlakaisa Hölttä

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Customer-supplier collaboration enables firms to achieve greater success than acting independently. Nevertheless, not many firms have fully utilized the potential of collaboration. This paper presents organizational and human related success factors for collaboration in manufacturing supply chains in casting industry. Our research approach was a case study including multiple cases. Data was gathered by interviews and group discussions in two different research projects. In the first research project we studied seven firms and in the second five. It was found that the success factors are interrelated, in other words, organizational and human factors together enable success but not any of them alone. Some of the found success factors are a culture of following agreements, and a speed of informing the partner about changes affecting to the product or the delivery chain.

Keywords: Casting industry, collaboration success factors, customer-supplier collaboration, supply chain collaboration.

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Authors: Z. Soleymani, M. Amirzadeh

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Quality Function Deployment (QFD) was developed in 1960 in Japan and introduced in 1983 in America and Europe. The paper presents a real application of this technique in a way that the method of applying QFD in design and production aero fuel pumps has been considered. While designing a product and in order to apply system engineering process, the first step is identification customer needs then its transition to engineering parameters. Since each change in deign after production process leads to extra human costs and also increase in products quality risk, QFD can make benefits in sale by meeting customer expectations. Since the needs identified as well, the use of QFD tool can lead to increase in communications and less deviation in design and production phases, finally it leads to produce the products with defined technical attributes.

Keywords: Customer voice, engineering parameters, QFD, gear pump.

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Authors: Prapoj Na Bangchang

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The research aimed to study the satisfaction of Suan Sunandha Rajabhat University students towards the university radio station which broadcasts in both analog on FM 97.25 MHz and online via the university website. The sample used in this study consists of undergraduate students year 1 to year 4 from 6 faculties i.e. Faculty of Education, Faculty of Humanities and Social Sciences, Faculty of Management Science and Faculty of Industrial Technology, and Faculty of Fine and Applied Arts totaling 200 students. The tools used for data collection is survey. Data analysis applied statistics that are percentage, mean and standard deviation. The results showed that Suan Sunandha Rajabhat University students were satisfied to the place of listening service, followed by channels of broadcasting that cover both analog signals on 97.25 MHz FM and online via the Internet. However, the satisfaction level of the content offered was very low. Most of the students want the station to improve the content. Entertainment content was requested the most, followed by sports content. The lowest satisfaction level is with the broadcasting quality through analog signal. Most students asked the station to improve on the issue. However, overall, Suan Sunandha Rajabhat University students were satisfied with the university radio station broadcasted online via the university website.

Keywords: Satisfaction, students, radio station, Suan Sunandha Rajabhat University.

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Authors: D. R. Awang Rambli, S. Sulaiman, M.Y. Nayan, A.R. Asoruddin

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Existing image-based virtual reality applications allow users to view image-based 3D virtual environment in a more interactive manner. User could “walkthrough"; looks left, right, up and down and even zoom into objects in these virtual worlds of images. However what the user sees during a “zoom in" is just a close-up view of the same image which was taken from a distant. Thus, this does not give the user an accurate view of the object from the actual distance. In this paper, a simple technique for zooming in an object in a virtual scene is presented. The technique is based on the 'hotspot' concept in existing application. Instead of navigation between two different locations, the hotspots are used to focus into an object in the scene. For each object, several hotspots are created. A different picture is taken for each hotspot. Each consecutive hotspot created will take the user closer to the object. This will provide the user with a correct of view of the object based on his proximity to the object. Implementation issues and the relevance of this technique in potential application areas are highlighted.

Keywords: Hotspots, image-based VR, camera zooms, virtualreality.

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Authors: Burcu Akyildiz, Cigdem Kadaifci, Y. Ilker Topcu, Burc Ulengin

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In today’s business environment, companies should  make strategic decisions to gain sustainable competitive advantage.  Order selection is a crucial issue among these decisions especially for  steel production industry. When the companies allocate a high  proportion of their design and production capacities to their ongoing  projects, determining which customer order should be chosen among  the potential orders without exceeding the remaining capacity is the  major critical problem. In this study, it is aimed to identify and  prioritize the evaluation factors for the customer order selection  problem. Conjoint Analysis is used to examine the importance level  of each factor which is determined as the potential profit rate per unit  of time, the compatibility of potential order with available capacity,  the level of potential future order with higher profit, customer credit  of future business opportunity, and the negotiability level of  production schedule for the order.

 

Keywords: Conjoint analysis, order prioritization, profit management, structural steel firm.

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Authors: Mahawish Masud, Muhammad Iqbal, M. U. Khan, Farooque Azam

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Manual writing of test cases from functional requirements is a time-consuming task. Such test cases are not only difficult to write but are also challenging to maintain. Test cases can be drawn from the functional requirements that are expressed in natural language. However, manual test case generation is inefficient and subject to errors.  In this paper, we have presented a systematic procedure that could automatically derive test cases from user stories. The user stories are specified in a restricted natural language using a well-defined template.  We have also presented a detailed methodology for writing our test ready user stories. Our tool “Test-o-Matic” automatically generates the test cases by processing the restricted user stories. The generated test cases are executed by using open source Selenium IDE.  We evaluate our approach on a case study, which is an open source web based application. Effectiveness of our approach is evaluated by seeding faults in the open source case study using known mutation operators.  Results show that the test case generation from restricted user stories is a viable approach for automated testing of web applications.

Keywords: Automated testing, natural language, user story modeling, software engineering, software testing, test case specification, transformation and automation, user story, web application testing.

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Authors: M. Safaei, M. Seifert, K. D. Thoben

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Supply network management adopts a systematic and integrative approach to managing the operations and relationships of various parties in a supply network. The objective of the manufactures in their supply network is to reduce inventory costs and increase customer satisfaction levels. One way of doing that is to synchronize delivery performance. A supply network can be described by nodes representing the companies and the links (relationships) between these nodes. Uncertainty in delivery time depends on type of network relationship between suppliers. The problem is to understand how the individual uncertainties influence the total uncertainty of the network and identify those parts of the network, which has the highest potential for improving the total delivery time uncertainty.

Keywords: Delivery time uncertainty, Distribution function, Statistical method, Supply Network.

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Authors: Hanan Alshaher, Jinsheng Xu

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Large amounts of data on the web can provide valuable information. For example, product reviews help business owners measure customer satisfaction. Sentiment analysis classifies texts into two polarities: positive and negative. This paper examines movie reviews and tweets using a new term weighting scheme, called one-over-sigma (1/sigma), on benchmark datasets for sentiment classification. The proposed method aims to improve the performance of sentiment classification. The results show that 1/sigma is more accurate than the popular term weighting schemes. In order to verify if the entropy reflects the discriminating power of terms, we report a comparison of entropy values for different term weighting schemes.

Keywords: Sentiment analysis, term weighting scheme, 1/sigma.

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Authors: Matheus Borges Carneiro, Fabiane Letícia Lizarelli, José Carlos de Toledo

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The evolution of quality management by companies was strongly enabled by, among others, ISO 9001 certification, which is considered a crucial requirement for several customers. Likewise, performance measurement provides useful insights for companies to identify the reflection of their decision-making process on their improvement. One of the most used performance measurement models is the balanced scorecard (BSC), which uses four perspectives to address a firm’s performance: financial, internal process, customer satisfaction, and learning and growth. Since ISO 9001 certified firms are likely to measure their performance through BSC approach, it is important to verify whether the certificate influences the firm performance or not. Therefore, this paper aims to verify the impact of ISO 9001:2015 on Brazilian firms’ performance based on the BSC perspective. Hence, nine certified companies located in the Southeast region of Brazil were studied through a multiple case study approach. Within this study, it was possible to identify the positive impact of ISO 9001 on firms’ overall performance, and four Critical Success Factors (CSFs) were identified as relevant on the linkage among ISO 9001 and firms’ performance: employee involvement, top management, process management, and customer focus. Due to the COVID-19 pandemic, the number of interviews was limited to the quality manager specialist, and the sample was limited since several companies were closed during the period of the study. This study presents an in-depth analysis of how the relationship between ISO 9001 certification and firms’ performance in a developing country is.

Keywords: Balanced scorecard, Brazilian firms’ performance, critical success factors, ISO 9001 certification, performance measurement.

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Authors: Panupong Chanplin, Kathaleeya Chanda., Wilailuk Mepracha

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The aims of this research were twofold: 1) to brand identity design of Creative Agriculture Community Enterprise, Bang Khonthi District, Samut Songkhram Province and 2) to study the level of tourist satisfaction towards brand identity design of Creative Agriculture Community Enterprise, Bang Khonthi District, Samut Songkhram Province. tourist satisfaction was measured using six criteria: clear brand positioning, likeable brand personality, memorable logo, attractive color palette, professional typography and on-brand supporting graphics. The researcher utilized a probability sampling method via simple random sampling. The sample consisted of 30 tourists in the Creative Agriculture Community Enterprise. Statistics utilized for data analysis were percentage, mean, and standard deviation. The results suggest that tourist had high levels of satisfaction towards all six criteria of the brand identity design that was designed to target them. This study proposes that specifically brand identity designed of Creative Agriculture Community Enterprise could also be implemented with other real media already available on the market.

Keywords: Satisfaction, brand identity, logo, creative agriculture community enterprise.

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Authors: Hadi Gholizadeh, Ali Tajdin

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To have effective production planning, it is necessary to control the quality of processes. This paper aims at improving the performance of the disposable essentials process using statistical quality control and goal programming in a vague environment. That is expressed uncertainty because there is always a measurement error in the real world. Therefore, in this study, the conditions are examined in a vague environment that is a distance-based environment. The disposable essentials process in Kach Company was studied. Statistical control tools were used to characterize the existing process for four factor responses including the average of disposable glasses’ weights, heights, crater diameters, and volumes. Goal programming was then utilized to find the combination of optimal factors setting in a vague environment which is measured to apply uncertainty of the initial information when some of the parameters of the models are vague; also, the fuzzy regression model is used to predict the responses of the four described factors. Optimization results show that the process capability index values for disposable glasses’ average of weights, heights, crater diameters and volumes were improved. Such increasing the quality of the products and reducing the waste, which will reduce the cost of the finished product, and ultimately will bring customer satisfaction, and this satisfaction, will mean increased sales.

Keywords: Goal programming, quality control, vague environment, disposable glasses’ optimization, fuzzy regression.

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Authors: Mikael Soini, Kari Björn

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Metropolia University of Applied Sciences (MUAS) Information and Communication Technology (ICT) Degree Programme provides full-time Bachelor-level undergraduate studies. ICT Degree Programme has seven different major options; this paper focuses on Health Technology. In Health Technology, a significant curriculum change in 2014 enabled transition from fragmented curriculum including dozens of courses to a new integrated curriculum built around three 30 ECTS themes. This paper focuses especially on the second theme called Customer Oriented Software Applications. From students’ point of view, the goal of this theme is to get familiar with existing health related ICT solutions and systems, understand business around health technology, recognize social and healthcare operating principles and services, and identify customers and users and their special needs and perspectives. This also acts as a background for health related web application development. Built web application is tested, developed and evaluated with real users utilizing versatile user centred development methods. This paper presents experiences obtained from the first implementation of Customer Oriented Software Applications theme. Student feedback was gathered with two questionnaires, one in the middle of the theme and other at the end of the theme. Questionnaires had qualitative and quantitative parts. Similar questionnaire was implemented in the first theme; this paper evaluates how the theme-based integrated curriculum has progressed in Health Technology major by comparing results between theme 1 and 2. In general, students were satisfied for the implementation, timing and synchronization of the courses, and the amount of work. However there is still room for development. Student feedback and teachers’ observations have been and will be used to develop the content and operating principles of the themes and whole curriculum.

Keywords: Engineering education, integrated and theme-based curriculum, learning experience, student centred learning.

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Authors: Mohammed Ali Ahmed, Vaughan Coffey, Bo Xia

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Quality management systems (QMSs) in the construction industry are often implemented to ensure that sufficient effort is made by companies to achieve the required levels of quality for clients. Attainment of these quality levels can result in greater customer satisfaction, which is fundamental to ensure long-term competitiveness for construction companies. However, the construction sector is still lagging behind other industries in terms of its successful adoption of QMSs, due to the relative lack of acceptance of the benefits of these systems among industry stakeholders, as well as from other barriers related to implementing them. Thus, there is a critical need to undertake a detailed and comprehensive exploration of adoption of QMSs in the construction sector. This paper comprehensively investigates in the construction sector setting, the impacts of all the salient factors surrounding successful implementation of QMSs in building organizations, especially those of external factors. This study is part of an ongoing PhD project, which aims to develop a new framework that integrates both internal and external factors affecting QMS implementation. To achieve the paper aim and objectives, interviews will be conducted to define the external factors influencing the adoption of QMSs, and to obtain holistic critical success factors (CSFs) for implementing these systems. In the next stage of data collection, a questionnaire survey will be developed to investigate the prime barriers facing the adoption of QMSs, the CSFs for their implementation, and the external factors affecting the adoption of these systems. Following the survey, case studies will be undertaken to validate and explain in greater detail the real effects of these factors on QMSs adoption. Specifically, this paper evaluates the effects of the external factors in terms of their impact on implementation success within the selected case studies. Using findings drawn from analyzing the data obtained from these various approaches, specific recommendations for the successful implementation of QMSs will be presented, and an operational framework will be developed. Finally, through a focus group, the findings of the study and the new developed framework will be validated. Ultimately, this framework will be made available to the construction industry to facilitate the greater adoption and implementation of QMSs. In addition, deployment of the applicable recommendations suggested by the study will be shared with the construction industry to more effectively help construction companies to implement QMSs, and overcome the barriers experienced by businesses, thus promoting the achievement of higher levels of quality and customer satisfaction.

Keywords: Barriers, critical success factors, external factors, internal factors, quality management systems.

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Authors: A. Siam, R. Maamri, Z. Sahnoun

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The development of adaptive user interfaces (UI) presents for a long time an important research area in which researcher attempt to call upon the full resources and skills of several disciplines, The adaptive UI community holds a thorough knowledge regarding the adaptation of UIs with users and with contexts of use. Several solutions, models, formalisms, techniques and mechanisms were proposed to develop adaptive UI. In this paper, we propose an approach based on the fuzzy set theory for modeling the concept of the appropriateness of different solutions of UI adaptation with different situations for which interactive systems have to adapt their UIs.

Keywords: Adaptive user interfaces, adaptation solution’s appropriateness, fuzzy sets.

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Authors: Hyeondal Jeong, Yoonjung Baek

Abstract:

The main purpose of this paper is to examine the effect of diversity sensitive orientation on job satisfaction and turnover intention. Diversity sensitive orientation is the attitude of the individual to respect and accommodate diversity. This is focused on an individual’s perception of diversity. Although being made from the most diversity related research team and organizational level, this study deals with diversity issues at the individual level. To test the proposed research model and hypothesis, the data were collected from 291 Korean employees. The study conducted a confirmatory factor analysis for the validity test. Furthermore, structural equation modeling (SEM) was employed to test the hypothesized relationship in the conceptual model. The results of this paper were as followings: First, diversity sensitive orientation was positively related to job satisfaction. Second, diversity sensitive orientation was negatively related to turnover intention. In other words, the positive influence of the diversity sensitive orientation has been verified. Based on the findings, this study suggested implications and directions for future research.

Keywords: Diversity sensitive orientation, job satisfaction, turnover intention, perception, cognition.

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Authors: Sakul Jariyachamsit, Kevin Wongleedee

Abstract:

There has been considerable growth in the issue of food & beverage safety in Thailand. This is important because the level of satisfaction in food & beverage safety has impacts on travel decision made by foreign tourists. Therefore, this paper was aimed to test if there is any significant gender effect in the level of satisfaction of food & beverage safety made by foreign tourists in Thailand. In addition, this paper utilized the Chi Square test of independent to test if there was an association between gender and sickness because of food and if there was an association between gender and the perception of food safety standard. During January to June, 2012, a total of 400 foreign tourist respondents, 200 male as well as 200 female foreign tourists, were interviewed at the departure lounge at Suvarnabhumi airport, Thailand. The findings revealed the astonishing result that there was no significant effect of gender. Also, there was no significant difference in the association between gender and being sick because of food as well as the association between gender and the perception on the standard of food safety during their trip in Thailand.

Keywords: Food & Beverage, Gender Effect, Safety Standard, Satisfaction.

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Authors: Shafiq ur Rehman, Jane Coughlan

Abstract:

The work we have accomplished in implementing a Mobile Payment mechanism that enables customers to pay bills for groceries and other purchased items in a store through the means of a mobile phone, specifically a Smartphone. The mode of transaction, as far as communication between the customer-s handset and the merchant-s POS is concerned, we have decided upon NFC (Near Field Communication). This is due to the fact that for the most part, Pakistani Smartphone users have handsets that have Android mobile OS, which supports the aforementioned platform, IOS, on the other hand does not.

Keywords: Usability, mobile payment system, NFC technology, payment process, customer.

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