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
Does citizen coproduction lead to better urban services in smart cities projects? An empirical study on e-participation in a mobile big data platform
آیا مشارکت شهروندان منجر به خدمات بهتر شهری در پروژه های شهرهای هوشمند می شود؟ یک مطالعه تجربی در مورد مشارکت الکترونیکی در یک بستر بزرگ داده همراه-2020
With contemporary development of digital technology and smart cities initiatives, citizen co-production has created a new government-citizen interface. However, it remains inconclusive whether such citizen-government collaboration has achieved the fundamental goal of improving service quality for citizens. In this research, we tested the relationship between e-participation as a form of co-production and service performance, using multiple large longitudinal datasets from a smart city mobile platform. The results of the analysis show that citizen e-participation, in providing service feedback, is positively associated with the clearance rate of urban service requests in subdistrict service units, after controlling for various factors. We also found that the effect size of e-participation on service performance varies between different types of city services. E-participation has a stronger relative influence on complex problems that may involve multiple agencies, than with simple routine services
Keywords: Citizen-sourcing | Smart cities | E-government | Urban service | Open government | Big data | Digital transformation
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
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
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)
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
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
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
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
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