با سلام خدمت کاربران عزیز، به اطلاع می رساند ترجمه مقالاتی که سال انتشار آن ها زیر 2008 می باشد رایگان بوده و میتوانید با وارد شدن در صفحه جزییات مقاله به رایگان ترجمه را دانلود نمایید.
Guest satisfaction & dissatisfaction in luxury hotels: An application of big data
رضایت و نارضایتی مهمان در هتل های لوکس: استفاده از داده های بزرگ-2020
In order to understand the pivotal attributes of luxury hotel service in Malaysia, this study analyses big data in the form of online reviews, as available in TripAdvisor. The content analysis, which was performed using the word frequency analysis has revealed that the main themes of luxury hotel service quality include hotel-related attributes, room-related attributes, staff-related attributes, travel-related attributes, and possible outcomes. The critical incident technique has also been performed to examine the antecedents and outcomes of hotel guests’ satisfaction and dissatisfaction. In this study, quality of rooms and interaction with employees have been determined as major drivers of customers’ word of mouth and revisit intentions. This study contributes with an empirical analysis of particular features of textual context and discussion of the concept of luxury service in the developing countries has been largely neglected so far.
Keywords: Luxury hotel service | Online review | Service quality | Satisfaction | Dissatisfaction | Post-purchase behavior
Reconceptualizing Integration Quality Dynamics for Omnichannel Marketing
ادغام کیفیت پویا و تجدید پذیر برای بازاریابی Omnichannel-2020
Omnichannel marketing, the notion of seamless integration between channels to provide consistent service experience for customers, has become one of the most crucial aspects of multichannel management for companies in recent years. Although many companies have embraced omnichannel strategies, there remains a gap of understanding factors influencing integration quality (INQ) within all these channels. Drawing on omni and multi channel services research, this paper develops and validates the dimensions and sub-dimensions of omnichannel integration quality. This research further examines how the perceived INQ impacts cross-buying behavior and customer value in an omnichannel environment. This research is based on 20 in-depth interviews, two focus group discussions (n=18) and 301 survey data from multichannel banking customers in Australia. PLS path modeling was used to test hypothesized relations and validate the hierarchical INQ model and its effects on outcome constructs. The findings of this research confirm that INQ is a hierarchical construct consisting of four primary dimensions and ten sub-dimensions. Furthermore, this research provides evidence of cross-buying intentions as a behavioral outcome of INQ, which acts as a partial mediator between INQ and perceived value.
Keywords: Service quality | Integration quality | Cross-buying intention | Omnichannel marketing | PLS hierarchical model
Integration of unified theory of acceptance and use of technology in internet banking adoption setting: Evidence from Pakistan
تجمیع تئوری یکپارچه پذیرش و استفاده از فناوری در زمینه پذیرش بانکداری اینترنتی: شواهدی از پاکستان-2019
The banking sector has evolved in information technology for their internal and external business operations. In effect, user acceptance of internet banking is considered as one of the most fundamental issue in banking sector. In order to identify which factors affect user intention to adopt internet banking, this study develops an amalgamated model based on technology and social psychological literature. The research model was empirically tested using 398 responses from customers of commercial banks. Data was analyzed using structural equation modeling (SEM). The results of this study provided theoretical and empirical support for newly developed integrated model. Importance performance matrix analysis (IPMA) revealed that assurance is the most influential factor among all others to determine users intention to adopt internet banking. These findings provide valuable insight to marketers and managers to understand customer behavior towards adoption of technology, especially in emerging e-payment domain. To the best of our knowledge, this is the first study that investigates internet banking adoption issues with integrated technology model (UTAUT & E-SQ) in South Asia. Finally the study calls for researchers to use current integrated model in other e-commerce domains such as online shopping websites to establish the external validity of the model.
Keywords: Unified theory of acceptance and use of | technology (UTAUT) | E-Service quality (E-SQ) | Internet banking adoption |Integration | Structural equation modeling (SEM)
A comparative analysis of machine learning models for quality pillar assessment of SaaS services by multi-class text classification of users’ reviews
تجزیه و تحلیل مقایسه ای مدل های یادگیری ماشین برای ارزیابی ستون کیفیت خدمات SaaS با طبقه بندی متن چند طبقه از نظرات کاربران-2019
Software as a Service (SaaS) has emerged as the most widely used of all the current software delivery models. With the growth of edge computing, as SaaS services increasingly become distributed, selecting the best SaaS provider from those available is challenging but it is of critical importance. In the recent past, well-known cloud service providers such as Amazon Web Services and Microsoft have developed frameworks and service quality pillars for cloud applications. However, there are currently no mechanisms for product users to know if and to what extent a service satisfies the defined service pillar. Having such information would enable users to form trustworthy associations in edge computing. In this paper, we address this drawback by adopting a systematic approach of analysing customer reviews related to SaaS products and ascertain to which service quality pillar they refer. We use eleven traditional machine learning classification approaches and a weighted voting ensemble of these classifiers to achieve this task and test the performance of each of them. Since the dataset is unbalanced in terms of sample distribution per class, we use 10-fold cross-validation on the training dataset to determine the best parameters for each machine learning algorithm to achieve optimal performance. Friedman test and Nemenyi’s post hoc test is applied to identify the significant difference among the classifiers performance during cross-validation. Based on the experimental results, a comparative analysis is conducted to identify the best performing machine learning classification model on the SaaS reviews. The results show that the performance of the logistic regression model has a higher performance among the individual classifiers and the weighted voting ensemble shows minimal improvement in overall performance.
Keywords: SaaS | Quality pillars | User reviews | Text classification | Machine learning approaches
Measuring service quality from unstructured data: A topic modeling application on airline passengers’ online reviews
اندازه گیری کیفیت خدمات داده های بدون ساختار: یک برنامه مدل سازی موضوع در بررسی های آنلاین مسافران هواپیما-2019
Service quality is a multi-dimensional construct which is not accurately measured by aspects deriving from numerical ratings and their associated weights. Extant literature in the expert and intelligent sys- tems examines this issue by relying mainly on such constrained information sets. In this study, we utilize online reviews to show the information gains from the consideration of factors identified from topic mod- eling of unstructured data which provide a flexible extension to numerical scores to understand customer satisfaction and subsequently service quality. When numerical and textual features are combined, the ex- plained variation in overall satisfaction improves significantly. We further present how such information can be of value for firms for corporate strategy decision-making when incorporated in an expert system that acts as a tool to perform market analysis and assess their competitive performance. We apply our methodology on airline passengers’ online reviews using Structural Topic Models (STM), a recent prob- abilistic extension to Latent Dirichlet Allocation (LDA) that allows the incorporation of document level covariates. This innovation allows us to capture dominant drivers of satisfaction along with their dynam- ics and interdependencies. Results unveil the orthogonality of the low-cost aspect of airline competition when all other service quality dimensions are considered, thus explaining the success of low-cost carriers in the airline market.
Keywords: Electronic WOM | Unstructured data | Service quality | Correspondence analysis | Structural topic model
Quality of service in delay tolerant networks: A survey
کیفیت خدمات در شبکه های مقاوم تاخیری: یک بررسی-2018
Delay tolerant networks (DTNs) are characterized by the absence of the end-to-end path due to intermittent connectivity among the nodes. Such networks are potentially applicable in the challenging scenarios, e.g. interplanetary communication, post-disaster environment, where traditional communication infrastructure is partially or fully absent. Each application requires some quality of service (QoS) guarantees for the traffic flow. QoS support cannot be provided to a network without QoS provisioning. However, QoS provisioning in a DTN is more difficult task than traditional networks, because of its inherent characteristics. There exist various issues which affect QoS in DTNs. In this paper, we explore the issues that influence QoS in DTNs. Subsequently, we analyze the effects of the issues on the QoS in terms of delivery ratio, packet drop etc. We also review various QoS management solutions in DTNs. The schemes on the QoS issues are classified based on their underlying approaches and key features. The paper is concluded with a brief discussion on some of the open research issues regarding QoS in DTNs.
keywords: Delay tolerant networks| Quality of service| QoS issues| QoS management solutions
Is role stress always harmful? Differentiating role overload and role ambiguity in the challenge-hindrance stressors framework
آیا اظطراب برای نقش همیشه مضر است؟ متمایزسازی اضافه بار نقش و ابهام در نقش در چارچوب تنش زاهای مانع از چالش-2018
This study differentiates the influences of role overload and role ambiguity on employee service quality from challenge-hindrance stressors, and explores the underlying mechanism regarding how and when such effects occur. Collecting data from 1645 employee-supervisor pairs in 49 tourism firms in China, hierarchical linear modeling results support the challenge-hindrance stressors theory by demonstrating that role overload has no effect and role ambiguity a negative effect on service quality. Analysis suggests that employee psychological empowerment fully mediates the negative effect of role ambiguity on service quality, though no similar mediating was found with role overload. Cross-level moderation analysis suggests that a supportive leadership climate triggers a positive effect of role overload on employee psychological empowerment, but does not buffer the negative effect of role ambiguity on the same.
keywords: Role overload |Role ambiguity |Challenge-hindrance stressors |Employee psychological empowerment |Organizational supportive leadership climate |Service quality |Hierarchical linear modeling
تقویت میان افزار بر مبنی کاربردهای اینترنت اشیا از طریق مکانیسم مدیریت زمان اجرای قابل جابجایی کیفیت سرویس کاربرد برای یک M2M سازگار با میان افزار IOT
سال انتشار: 2018 - تعداد صفحات فایل pdf انگلیسی: 9 - تعداد صفحات فایل doc فارسی: 22
در سال های اخیر؛ در مخابرات و شبکه های کامپیوتری از طریق مجازی سازی عملکرد شبکه (NFV) و شبکه های تعریف شده نرم افزار (SDN)، مفاهیم و تکنولوژی های جدیدی را شاهد بوده اید. SDN، به برنامه های کاربردی برای کنترل شبکه اجازه می دهد، و NFV، اجازه می دهد تا توزیع توابع شبکه در محیط های مجازی، امکان پذیر شوند، اینها دو نمونه ای هستند که به طور فزاینده ای برای اینترنت اشیا (IoT) استفاده می شود. این اینترنت (IoT) وعده را به ارمغان می آورد که در چند سال آینده میلیاردها دستگاه را به هم متصل کند، و چالش های علمی متعددی را به ویژه در مورد رضایت از کیفیت خدمات (QoS) مورد نیاز برنامه های کاربردی IOT افزایش دهد. به منظور حل این مشکل، ما دو چالش را با توجه به QoS شناسایی کرده ایم: شبکه های متقاطع و نهادهای میانجی که اجازه می دهد تا برنامه با دستگاه های IoT ارتباط برقرار کند. در این مقاله؛ در ابتدا یک چشم انداز نواورانه از یک "عملکرد شبکه" با توجه به محیط توسعه و استقرار آن ارائه می کنیم. سپس، رویکرد کلی از یک راه حل که شامل گسترش پویا، مستقل و یکپارچه از مکانیزم های مدیریت QoS است، را توصیف می کنیم. همچنین مقررات اجرای چنین رویکردی را توصیف می کنیم. در نهایت؛ یک مکانیزم هدایتگر ارائه می کنیم، که به عنوان یک تابع شبکه اجرا می شود، و اجازه کنترل یکپارچه مسیر داده ها از یک ترافیک میان افزار مشخص را می دهد. این مکانیسم از طریق استفاده مربوط به حمل و نقل خودرو ارزیابی می شود.
کلمات کلیدی: اینترنت اشیا | کیفیت سرویس | میان افزار | چارچوب نمونه | گسترش پویا | عملکرد شبکه | محاسبات خودکار.
|مقاله ترجمه شده|
The impact of the financial crisis and austerity policies on the service quality of public hospitals in Greece
تاثیر بحران مالی و سیاست های ریاضتی بر کیفیت خدمات بیمارستان های دولتی یونان-2018
The influence of the financial crisis on the efficiency of Greek public hospitals has been widely debated. Despite this increasing interest in such research, the question of to what extent the recent reforms in the Greek National health care system were effective in establishing a health care structure and process that provide better results for patients has yet to be fully investigated. As a step in this direction, the paper focuses on patient’s experience with public hospital care quality before and during the economic crisis. A questionnaire survey was carried out among 1872 patients discharged from 110 out of the total of 124 Greek public hospitals. Patients’ perceptions were analysed using a structural equation modelling approach. The findings reveal that public hospital service quality is at a medium level (66.2 on a scale from 1 to 100) over 2007–2014, presenting a decreasing trend during the recession. Policies to address the crisis may have contributed to a reduction in hospital expenditures, but at the same time patients were increasingly dissatisfied with the technical care. Consequently, there is a need for reforms aimed at the achievement of productivity gains, responsibility, and transparency in the management of productive resources, by enabling health organisations to reduce their costs without a deterioration in the quality of care.
Keywords: Perceived service quality ، Public hospitals ، Partial least square path modelling ، Economic crisis ، Greece
Evaluation of service quality in facebook-based group-buying
بررسی کیفیت خدمات در خرید گروهی برمبنای فیسبوک-2018
In recent years, community platforms have developed into community shopping, and have gradually become an interesting online shopping consumption model. Facebook is Taiwans most important community platform. Internet shopping is not its main function though, but still Facebook has managed to find a way into the group-buying business. At this stage, in its logistics, the financial flows and information flows are not perfect. This study integrates a model of e-commerce information with an electronic service quality scale, and uses the Kano quality model to assess the key service quality characteristics of community buying. We found that there are six attractive qualities, the most important of which is product recommendation. The key quality elements for attracting customers are price and recommendation features, and that the group that is most attracted are 41- to 50-year-old female home-makers. The results of this research provide people who participating in group-buying on Facebook with useful information on the process, as well as insights on managerial planning for the business model.
keywords: Case study |Cash flow |Electronic service quality scale |Facebook |Group-buying |Kano quality model |Logistics|Online shopping |Social commerce |Taxation