Abstract: One of the determinants of a firm-s prosperity is the
customers- perceived service quality and satisfaction. While service
quality is wide in scope, and consists of various dimensions, there
may be differences in the relative importance of these dimensions in
affecting customers- overall satisfaction of service quality.
Identifying the relative rank of different dimensions of service quality
is very important in that it can help managers to find out which
service dimensions have a greater effect on customers- overall
satisfaction. Such an insight will consequently lead to more effective
resource allocation which will finally end in higher levels of
customer satisfaction. This issue – despite its criticality- has not
received enough attention so far. Therefore, using a sample of 240
bank customers in Iran, an artificial neural network is developed to
address this gap in the literature. As customers- evaluation of service
quality is a subjective process, artificial neural networks –as a brain
metaphor- may appear to have a potentiality to model such a
complicated process. Proposing a neural network which is able to
predict the customers- overall satisfaction of service quality with a
promising level of accuracy is the first contribution of this study. In
addition, prioritizing the service quality dimensions in affecting
customers- overall satisfaction –by using sensitivity analysis of
neural network- is the second important finding of this paper.
Abstract: An optical fault monitoring in FTTH-PON using ACS
is demonstrated. This device can achieve real-time fault monitoring
for protection feeder fiber. In addition, the ACS can distinguish
optical fiber fault from the transmission services to other customers
in the FTTH-PON. It is essential to use a wavelength different from
the triple-play services operating wavelengths for failure detection.
ACS is using the operating wavelength 1625 nm for monitoring and
failure detection control. Our solution works on a standard local area
network (LAN) using a specially designed hardware interfaced with a
microcontroller integrated Ethernet.
Abstract: We review a knowledge extractor model in
constructing 3G Killer Applications. The success of 3G is essential
for Government as it became part of Telecommunications National
Strategy. The 3G wireless technologies may reach larger area and
increase country-s ICT penetration. In order to understand future
customers needs, the operators require proper information
(knowledge) lying inside. Our work approached future customers as
complex system where the complex knowledge may expose regular
behavior. The hidden information from 3G future customers is
revealed by using fractal-based questionnaires. Afterward, further
statistical analysis is used to match the results with operator-s
strategic plan. The developments of 3G applications also consider its
saturation time and further improvement of the application.
Abstract: In a liberalized electricity market, it is not surprising
that different customers require different power quality (PQ) levels at
different price. Power quality related to several power disturbances is
described by many parameters, so how to define a comprehensive
hierarchy evaluation system of power quality (PQCHES) has become
a concerned issue. In this paper, based on four electromagnetic
compatibility (EMC) levels, the numerical range of each power
disturbance is divided into five grades (Grade I –Grade V), and the
“barrel principle" of power quality is used for the assessment of
overall PQ performance with only one grade indicator. A case study
based on actual monitored data of PQ shows that the site PQ grade
indicates the electromagnetic environment level and also expresses the
characteristics of loads served by the site.
The shortest plank principle of PQ barrel is an incentive
mechanism, which can combine with the rewards/penalty mechanism
(RPM) of consumed energy “on quality demand", to stimulate utilities
to improve the overall PQ level and also stimulate end-user more
“smart" under the infrastructure of future SmartGrid..
Abstract: Although there are many theories and discussion of leadership, the necessity of having a new leadership paradigm was emphasized. The existing leadership characteristic of instruction and control revealed its limitations. Market competition becomes fierce and economic recession never ends worldwide. Of the leadership theories, servant leadership was introduced recently and is in line with the environmental changes of the organization. Servant leadership is a combination of two words, 'servant' and 'leader' and can be defined as the role of the leader who focuses on doing voluntary work for others with altruistic ethics, makes members, customers, and local communities a priority, and makes a commitment to satisfying their needs. This leadership received attention as one field of leadership in the late 1990s and secured its legitimacy. This study discusses the existing research trends of leadership, the concept, behavior characteristics, and lower dimensions of servant leadership, compares servant leadership with the existing leadership researches and diagnoses if servant leadership is a useful concept for further leadership researches. Finally, this study criticizes the limitations in the existing researches on servant leadership.
Abstract: Nowadays, under developed countries for progress in
science and technology and decreasing the technologic gap with
developed countries, increasing the capacities and technology
transfer from developed countries. To remain competitive, industry is
continually searching for new methods to evolve their products.
Business model is one of the latest buzzwords in the Internet and
electronic business world. To be successful, organizations must look
into the needs and wants of their customers. This research attempts to
identify a specific feature of the company with a strong competitive
advantage by analyzing the cause of Customer satisfaction. Due to
the rapid development of knowledge and information technology,
business environments have become much more complicated.
Information technology can help a firm aiming to gain a competitive
advantage. This study explores the role and effect of Information
Communication Technology in Business Models and Customer
satisfaction on firms and also relationships between ICTs and
Outsourcing strategic.
Abstract: Since the 1980s, banks and financial service institutions have been running in an endless race of innovation to cope with the advancing technology, the fierce competition, and the more sophisticated and demanding customers. In order to guide their innovation efforts, several researches were conducted to identify the success and failure factors of new financial services. These mainly included organizational factors, marketplace factors and new service development process factors. They almost all emphasized the importance of customer and market orientation as a response to the highly perceptual and intangible characteristics of financial services. However, they deemphasized the critical characteristics of high involvement of risk and close correlation with the economic conditions, a factor that heavily contributed to the Global financial Crisis of 2008. This paper reviews the success and failure factors of new financial services. It then adds new perspectives emerging from the analysis of the role of innovation in the global financial crisis.
Abstract: In modern telecommunications industry, demand &
supply chain management (DSCM) needs reliable design and
versatile tools to control the material flow. The objective for efficient
DSCM is reducing inventory, lead times and related costs in order to
assure reliable and on-time deliveries from manufacturing units
towards customers. In this paper the multi-rate expert system based
methodology for developing simulation tools that would enable
optimal DSCM for multi region, high volume and high complexity
manufacturing environment was proposed.
Abstract: 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.
Abstract: Quality Function Deployment (QFD) is an expounded, multi-step planning method for delivering commodity, services, and processes to customers, both external and internal to an organization. It is a way to convert between the diverse customer languages expressing demands (Voice of the Customer), and the organization-s languages expressing results that sate those demands. The policy is to establish one or more matrices that inter-relate producer and consumer reciprocal expectations. Due to its visual presence is called the “House of Quality" (HOQ). In this paper, we assumed HOQ in multi attribute decision making (MADM) pattern and through a proposed MADM method, rank technical specifications. Thereafter compute satisfaction degree of customer requirements and for it, we apply vagueness and uncertainty conditions in decision making by fuzzy set theory. This approach would propound supervised neural network (perceptron) for MADM problem solving.
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.
Abstract: The paper proposes a new concept in developing
collaborative design system. The concept framework involves
applying simulation of supply chain management to collaborative
design called – 'SCM–Based Design Tool'. The system is developed
particularly to support design activities and to integrate all facilities
together. The system is aimed to increase design productivity and
creativity. Therefore, designers and customers can collaborate by the
system since conceptual design. JAG: Jewelry Art Generator based
on artificial intelligence techniques is integrated into the system.
Moreover, the proposed system can support users as decision tool
and data propagation. The system covers since raw material supply
until product delivery. Data management and sharing information are
visually supported to designers and customers via user interface. The
system is developed on Web–assisted product development
environment. The prototype system is presented for Thai jewelry
industry as a system prototype demonstration, but applicable for
other industry.
Abstract: A key to success of high quality software development
is to define valid and feasible requirements specification. We have
proposed a method of model-driven requirements analysis using
Unified Modeling Language (UML). The main feature of our method
is to automatically generate a Web user interface mock-up from UML
requirements analysis model so that we can confirm validity of
input/output data for each page and page transition on the system by
directly operating the mock-up. This paper proposes a support method
to check the validity of a data life cycle by using a model checking tool
“UPPAAL" focusing on CRUD (Create, Read, Update and Delete).
Exhaustive checking improves the quality of requirements analysis
model which are validated by the customers through automatically
generated mock-up. The effectiveness of our method is discussed by a
case study of requirements modeling of two small projects which are a
library management system and a supportive sales system for text
books in a university.
Abstract: Secure electronic payment system is presented in this
paper. This electronic payment system is to be secure for clients such
as customers and shop owners. The security architecture of the
system is designed by RC5 encryption / decryption algorithm. This
eliminates the fraud that occurs today with stolen credit card
numbers. The symmetric key cryptosystem RC5 can protect
conventional transaction data such as account numbers, amount and
other information. This process can be done electronically using RC5
encryption / decryption program written by Microsoft Visual Basic
6.0. There is no danger of any data sent within the system being
intercepted, and replaced. The alternative is to use the existing
network, and to encrypt all data transmissions. The system with
encryption is acceptably secure, but that the level of encryption has
to be stepped up, as computing power increases. Results In order to
be secure the system the communication between modules is
encrypted using symmetric key cryptosystem RC5. The system will
use simple user name, password, user ID, user type and cipher
authentication mechanism for identification, when the user first
enters the system. It is the most common method of authentication in
most computer system.
Abstract: This paper presents reliability evaluation techniques
which are applied in distribution system planning studies and
operation. Reliability of distribution systems is an important issue in
power engineering for both utilities and customers. Reliability is a
key issue in the design and operation of electric power distribution
systems and load. Reliability evaluation of distribution systems has
been the subject of many recent papers and the modeling and
evaluation techniques have improved considerably.
Abstract: This paper describes the design considerations of an
experimental setup for research and exploring the drives of batteryfed
electric vehicles. Effective setup composition and its components
are discussed. With experimental setup described in this paper,
durability and functional tests can be procured to the customers.
Multiple experiments are performed in the form of steady-state
system exploring, acceleration programs, multi-step tests (speed
control, torque control), load collectives or close-to-reality driving
tests (driving simulation). Main focus of the functional testing is on
the measurements of power and energy efficiency and investigations
in driving simulation mode, which are used for application purposes.
In order to enable the examination of the drive trains beyond
standard modes of operation, different other parameters can be
studied also.
Abstract: Bythe development of the Internet, e-commerce has
got very popular between organizations. E-commerce means buying
and selling products and services over the Internet. One of the
challenging issues in e-commerce is how to attract the customers and
how to satisfy them. Therefore, it is important to keep good
relationship with the customers. This paper proposes a new model to
increase the customer satisfaction by introducing live-operator.
Live-operator is a system which is involved both with the customers
and the organization.In this system the customers feelthatthey receive
the service directly from the organization. This model decreases the
response time and the customer loss. Moreover, it increases customer
trust and the ability of organizations.
Abstract: With the globalized production and logistics
environment, the need for reducing the product development interval
and lead time, having a faster response to orders, conforming to quality
standards, fair tracking, and boosting information exchanging
activities with customers and partners, and coping with changes in the
management environment, manufacturers are in dire need of an
information management system in their manufacturing environments.
There are lots of information systems that have been designed to
manage the condition or operation of equipment in the field but
existing systems have a decentralized architecture, which is not
unified. Also, these systems cannot effectively handle the status data
extraction process upon encountering a problem related to protocols or
changes in the equipment or the setting. In this regard, this paper will
introduce a system for processing and saving the status info of
production equipment, which uses standard representation formats, to
enable flexible responses to and support for variables in the field
equipment. This system can be used for a variety of manufacturing and
equipment settings and is capable of interacting with higher-tier
systems such as MES.
Abstract: Most of the real queuing systems include special properties and constraints, which can not be analyzed directly by using the results of solved classical queuing models. Lack of Markov chains features, unexponential patterns and service constraints, are the mentioned conditions. This paper represents an applied general algorithm for analysis and optimizing the queuing systems. The algorithm stages are described through a real case study. It is consisted of an almost completed non-Markov system with limited number of customers and capacities as well as lots of common exception of real queuing networks. Simulation is used for optimizing this system. So introduced stages over the following article include primary modeling, determining queuing system kinds, index defining, statistical analysis and goodness of fit test, validation of model and optimizing methods of system with simulation.
Abstract: In this paper we suggest a method for setting
electronic credits for the customers. In this method banks and
market-sites help each other to make doing large shopping through
internet so easy. By developing this system, the people who have less
money to buy most of the things they want, become able to buy all of
them just through a credit. This credit is given by market-sites
through a banking control on it. The method suggested can stop
being imprisoned because of banking debts.