Abstract: We have defined two suites of metrics, which cover
static and dynamic aspects of component assembly. The static
metrics measure complexity and criticality of component assembly,
wherein complexity is measured using Component Packing Density
and Component Interaction Density metrics. Further, four criticality
conditions namely, Link, Bridge, Inheritance and Size criticalities
have been identified and quantified. The complexity and criticality
metrics are combined to form a Triangular Metric, which can be used
to classify the type and nature of applications. Dynamic metrics are
collected during the runtime of a complete application. Dynamic
metrics are useful to identify super-component and to evaluate the
degree of utilisation of various components. In this paper both static
and dynamic metrics are evaluated using Weyuker-s set of properties.
The result shows that the metrics provide a valid means to measure
issues in component assembly. We relate our metrics suite with
McCall-s Quality Model and illustrate their impact on product
quality and to the management of component-based product
development.
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.