دانلود و نمایش مقالات مرتبط با Service quality::صفحه 1
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نتیجه جستجو - Service quality

تعداد مقالات یافته شده: 57
ردیف عنوان نوع
1 Towards dependable and trustworthy outsourced computing: A comprehensive survey and tutorial
به سوی محاسبات برون سپاری شده قابل اعتماد و مستقل: یک آموزش و مرور جامع-2019
Cloud computing provides the clients with diversified services in a flexible manner. Recently, the cloud platforms have been the basic underling-support for The IoT and mobile computing. The client outsources data storage or computation overhead to the cloud, which accordingly yields a new computing paradigm – the outsourced computing. In such a scenario, the clients hope to acquire the service quality, and wish to not leak their sensitive data to the cloud service provider. Thus, the trustworthy (verifiability) and privacy has been a hot issue for outsourced computing. In this survey, we systematically present the cryptographic methods for ensuring verifiability and privacy. We first describe the research advancement in verifiable computing and the cryptographic primitives for privacy-preserving techniques; and then, taking outsourcing cryptographic operations as an example, to show how them primitives can be integrated to achieve a dependable and privacy-preserving outsourced computing scheme. This paper bridges the gap between the theoretical cryptographic research and engineering secure cloud computing systems.
Keywords: Cloud computing security | Outsourced computing | Verifiability | Privacy
مقاله انگلیسی
2 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)
مقاله انگلیسی
3 Police staffing and workload assignment in law enforcement using multi-server queueing models
کارکنان پلیس و تخصیص بار کاری در اجرای قانون با استفاده از مدل های صف بندی چند سروری-2019
Criminal activities have been posing threat to human societies. In many countries, police officers have been serving as one major solution in addressing crime. However, some countries suffer from a scarcity of police officers and the unbalanced distribution of police forces. In this research, we study the law enforcement problem to address the aforementioned situation by dividing it into two sub-problems, i.e., the police staffing problem and the workload assignment problem. To improve staffing efficiency and service quality, we propose a double-resource queueing model (DRQM) with referral and a single-resource queueing model (SRQM) with inner classification. We solve the problems of police staffing and workload assignment by optimizing the referral threshold in the DRQM and the inner classification criterion in the SRQM. Results show that the SRQM with inner classification can always achieve higher staffing efficiency than the DRQM with referral. On service quality, dependent on the optimal referral threshold in DRQM or the optimal inner classification criterion in SRQM, either DRQM or SRQM is preferred.
Keywords: Decision support systems | Law enforcement | Police staffing | Workload assignment | Queueing model
مقاله انگلیسی
4 Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model
استفاده مصرف کننده از بانکداری همراه (M-Banking) در عربستان سعودی: به سوی یک مدل یکپارچه-2019
Mobile banking is one of the most promising technologies that has emerged in recent years and could prove to have considerable value to both banks and customers. Thus, this study recognises the need to test the main factors that could predict the use of mobile banking as well as how using such a system could contribute to both customer satisfaction and customer loyalty. The conceptual model of this study combines two models (i.e. UTAUT2 and the D&M IS Success Model). A questionnaire survey was conducted to collect the required data from convenience sampling of Saudi bank customers. The main factors – performance expectancy, price value, facilitating conditions, hedonic motivation, habit, system quality and service quality – were found to have a significant impact on actual use behaviour. This study was cross-sectional, therefore future studies should implement longitudinal studies in order to re-collect the findings. Further, this study adopted convenience sampling of Saudi M-Banking users. This may adversely impact the issue of generalisability to the whole population. The gap in the M-Banking literature in Saudi Arabia would be bridged by proposing a comprehensive conceptual model that scrupulously clarifies the use of M-Banking from the perspective of Saudi users. Furthermore, this study would consider the adoption of numeric data in order to inferentially analyse them using SEM. This in turn would assist in generalising the findings to the whole Saudi population.
Keywords: Mobile banking | UTAUT2 | IS Success Model | Saudi Arabia
مقاله انگلیسی
5 Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation
بررسی نقش اعتماد و ابعاد کیفیت در استفاده واقعی از خدمات بانکی همراه: یک تحقیق تجربی-2019
Mobile banking (m-banking) has emerged dynamically over the years due to consumers increased use of mobile technologies, their ever-growing lifestyle choices and also the several different economic factors. This paper proposes a new research model by extending the DeLone & McLean information systems (D&M IS) success model to understand users’ actual usage of m-banking. The research model was tested and validated using data collected by survey from 227 Omani residents. This study employed a two-staged analytical approach by combining structural equation modeling and neural network analysis. The results divulge that satisfaction and intention to use stand as two important precedents of actual usage, and the satisfaction also mediates the relationship between service quality, information quality and trust with intention to use m-banking and negates with that of system quality. We have provided the theoretical as well as practical implications of the findings.
Keywords: Mobile banking | M-banking | D&M IS model | Trust | Actual usage
مقاله انگلیسی
6 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
مقاله انگلیسی
7 Analysis of balanced scorecard-based SERVQUAL criteria based on hesitant decision-making approaches
تجزیه و تحلیل معیارهای SERVQUAL مبتنی بر کارت امتیازی متعادل بر اساس رویکردهای تصمیم گیری مردد-2019
The measurement of quality of services has an important influence in the companies’ competence, being even more relevant in the banking sector because of the high competition to keep and attract customers. Due to this fact, this paper proposes a balanced scorecard based SERVQUAL to rank competitors in the banking sector. The analysis will deal with hesitant fuzzy information that models the hesitancy of the experts involved. This analysis will be applied for weighting criteria and dimensions, ranking alternatives and different results that will define the Turkish banking sector. Its main goal is to show that banks should be more willing to help and support their customers to increase the quality of their services. Therefor the analysis aims at showing which is the most relevant factor in the balanced scorecard based-SERVQUAL dimensions according to the correlation coefficient? It also aims at providing a clear view about what type of actions should take banks to be closer to the customers. Additionally, it will be identified which is the importance of the different dimensions of the approach? Eventually the main conclusions obtained from the analysis will be detailed regarding the quality services offered by banks in Turkey and different recommendations will be elicited to increase the banks performance in service quality according to the criteria and dimensions emphasized in this study.
Keywords: Multi-criteria decision making | SERVQUAL | Hesitant fuzzy sets | DEMATEL | VIKOR
مقاله انگلیسی
8 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
مقاله انگلیسی
9 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
مقاله انگلیسی
10 Quality assessment of airline baggage handling systems using SERVQUAL and BWM
بررسی کیفیت سیستمهای حمل بار فرودگاهی با استفاده از SERVQUAL و BWM-2018
The baggage handling system is a crucial part of ground handling operations, which significantly contributes to the overall satisfaction of passengers. Although several studies have investigated airline service quality, little attention has been paid to this crucial part of the system. This study proposes the SERVQUAL model to assess the perceived quality of service for the baggage handling system. A literature review provides a list of criteria per dimension of the SERVQUAL model. The best worst method (BWM) is used to calculate the weights of the criteria. The data for the BWM are collected via a sample of passengers from different nationalities. It is found that ‘reliability’ is perceived as the most important dimension followed by ‘responsiveness’. The ‘assurance’ criterion is third closely followed by ‘tangibles’ and lastly ‘empathy’. A cluster analysis further sheds light on how passengers might have different service quality priorities.
keywords: Quality |SERVQUAL |Baggage handling |Best worst method |BWM
مقاله انگلیسی
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