Increase User Satisfaction Research Articles

Transforming a Library Service within a Provincial Healthcare Organization: Forging a New Path

Introduction: Prior to 2011, libraries within Alberta Health Services (AHS) operated using a variety of self-determining service models across 19 locations. Evaluation of library services demonstrated significant gaps in service delivery and access to resources, cost inefficiencies and variation in library service standards across the province. National and international trends reflected ongoing library closures and challenges to demonstrate library contributions to organizational goals and improvements in health information literacy.
 Description: In January 2011, all AHS library services were aligned under the Knowledge Management Department to capitalize on the natural fit between libraries as conduits to evidence and knowledge management practices that support the use of evidence in practice. The mandate was to develop enterprise-wide library resources and services to support clinical decision-making and quality patient care under the umbrella of the Knowledge Resource Service (KRS). The Business Case for KRS Optimization guided this initiative. 
 Outcome: KRS is now a focal point for access to, and expertise in, healthcare information resources and services. Organization-wide evaluations conducted in 2011 and 2014 show increased user satisfaction, while utilization analytics reflect continued growth.
 Discussion: The KRS Optimization Initiative was a proactive, internally driven effort to extend library services and resources beyond the traditional library space, streamline ‘back-office’ functions and allow staff to contribute to organizational initiatives. The path has been winding yet lessons learnt include the value of dedicated staff, teamwork, and maintaining a focus on improving service for all AHS staff and clinicians.

Situation awareness for recommender systems

One major shortcoming of traditional recommender systems is their inability to adjust to users’ short-term preferences resulting from varying situation-specific factors. To address this, we propose the notion of situation-aware recommender systems, which are supposed to autonomously determine the users’ current situation based on a multitude of contextual side information and generate truly personalized recommendations. In particular, we develop a situation awareness model for recommender systems, include it in a situation-aware recommendation process, and derive generic design steps for the design of situation-aware recommender systems. The feasibility of these concepts is demonstrated by directly employing them for the development and implementation of a music recommender system for everyday situations. Moreover, their meaningfulness is shown by means of an empirical user study. The outcomes of the evaluation indicate a significant increase in user satisfaction compared to traditional (i.e. non-situation-aware) recommendations.

Friction-lowering capabilities and human subject preferences for a hydrophilic surface coating on latex substrates: implications for increasing condom usage.

Personal lubricants can increase user satisfaction with male condoms by reducing friction and yielding a slippery sensation. However, lubricants pose disadvantages of dilution in physiologic fluids and sloughing away over repeated articulations. To address these drawbacks, a latex surface modification, which becomes lubricious in the presence of physiologic fluid, has been developed and evaluated. This study assesses (i) the frictional performance of the lubricious coating compared to non-coated latex and latex lubricated by personal lubricant, (ii) the level of agreement between human-perceived slipperiness and machine-measured friction, and (iii) human preference for a hypothetical male condom containing the lubricious coating. Friction coefficient of the lubricious coating was 53% lower than that of non-coated latex and approximately equal to that afforded by personal lubricant. A touch test and survey of a small population sample (N = 33) revealed a strong correlation (R2 = 0.83) between human-perceived slipperiness and machine-measured friction. A majority of participants (73%) expressed a preference for a condom containing the lubricious coating, agreeing that an inherently slippery condom that remained slippery for a long duration would increase their condom usage. Such a coating shows potential to be an effective strategy for decreasing friction-associated pain, increasing user satisfaction and increasing condom usage.

User Behavior and Level of Satisfaction Analysis of Neighborhood Parks - Focused on the Central Park in Dongtan 1 New Town, Hwaseong City -

With the increasing interest among modern people in the environment and leisure activities, the social demand for parks and green spaces is increasing. Thus, with the increase in park consumers, it is necessary to systematically investigate and analyze user characteristics and demands and continuously reflect them in park management to increase user satisfaction. Therefore, this study focused on Central Park in Dongtan 1 New Town, Hwaseong City, to analyze and evaluate what variables affect users’ behavior and satisfaction and suggested ways to construct future neighborhood parks. After theoretical considerations, the site was investigated and analyzed, and user behavior and satisfaction were studied through surveys and in-depth interviews. The results showed that user satisfaction with the Central Park was generally high, and the park had a large positive effect on the satisfaction with the residential environment among residents. It seems that the psychological and mental satisfaction provided by the park, which relieves mental and physical stress in modern people’s busy lives and supports static and dynamic recreational activities, will be high. It was judged that if user demands are more actively reflected upon, user satisfaction can be increased, and parks can be vitalized.

Fostering organizational change through co-production. Insights from an Italian experience

Even though public service co-production is achieving a growing popularity among scholars and practitioners, there is limited evidence on its implications and consequences. To contribute in filling such a gap, this paper investigates the role of public service co-production in fostering organizational change. A descriptive case study approach was taken, concerning a group co-production experience targeted to the reorganization of primary school meal services in the Municipality of Quarrata, a medium-sized town established in Central Italy. A step-by-step approach was implemented to realize the full potential of public service co-production. Direct and indirect stakeholders were concomitantly involved in the reorganization of school meal services. Service co-production paved the way for several positive outcomes, including: increased user satisfaction, cost savings, greater social and environmental sustainability, and lower water footprint. The research findings suggested that public sector organizations need to perform as enablers of the co-producers’ sleeping resources, enacting a self-nourishing cycle of public value co-creation. The enhancement of the co-producing skills that are available in the community is a fundamental ingredient of the recipe for more effective and smooth processes of organizational change. This is one of the first attempts to examine the role of service co-production in promoting organizational change in public sector organizations.

Examining the impact of e-government service process on user satisfaction

PurposeA government website is considered as an electronic government service delivery system (eGSDS). The authors look at this eGSDS from its process point of view. This study aims to expand the existing knowledge of e-government adoption, and to identify the significance of eGSDS process to user satisfaction.Design/methodology/approachThis study uses a quantitative technique using data collected from 197 respondents. Structure equation modeling has been used to test the model and the proposed hypotheses.FindingsThe findings indicate that as the eGSDS process improves, a user’s perception of the government website’s ease of use increases, leading to increased perceived usefulness, which increases user satisfaction. The findings also indicate that eGSDS process has a significant impact on perceived usefulness and user satisfaction. This study provides evidence that the technological capabilities embedded in the government website processes are an important factor in determining e-government service quality and ultimately e-government user satisfaction.Research limitations/implicationsThe sample used was sufficient for this study and allowed reasonable conclusions to be drawn, but cannot be considered representative of all e-government users in India. Further research may help to validate the findings and generalize the results to a wider population. This study extends the current literature that looks at e-government adoption. Academicians and information systems researchers may use these findings for further research.Practical implicationsThe research provides evidence that the technological capabilities embedded in the eGSDS process are critical in adopting e-government services. Government or concerned agencies may consider eGSDS process attributes (e.g. navigation, searching and transacting) while designing e-government service to give improved experience to its user.Originality/valueE-government websites have become an important point of contact with citizens for many public services. However, more study is needed to understand how Web-based technological capabilities of e-government services affect user satisfaction. This study is an attempt to explore the impact of the eGSDS process on e-government user satisfaction.

Developing a Portable Hydroelectric Generator Using Axiomatic Design Method

Hydroelectric power plant is the largest renewable energy source in Indonesia. There are several models of hydroelectric power machine applied in Indonesia, one of them is a portable generator. However, there are still some problems in the existing portable design, for example it has a big size and unattractive design; it is unpractical and unsafe to use, that it results in ineffective and inefficient use of the generator as well as results endanger. This reality occurs because the design does not meet user criteria. The purpose of this study was to redesign the portable hydroelectric power generator which can satisfy user requirements. Survey was conducted to identify the customer needs and axiomatic design method was used to determine the design parameter by mapping process from customer attribute and functional requirement. Statistical analysis was conducted to test the hypothesis. The results of this study showed that the proposed design of portable generator can increase user satisfaction as much as 73.67% so it is recognized to be different from the existing design. The design developed is also valid to satisfy user requirement at 5% significance level including the fact that it is durable, waterproof, attractive, lightweight, small in size, and portable.

User-Centric Evaluation of Recommender Systems in Social Learning Platforms: Accuracy is Just the Tip of the Iceberg

Recommender systems provide users with content they might be interested in. Conventionally, recommender systems are evaluated mostly by using prediction accuracy metrics only. But, the ultimate goal of a recommender system is to increase user satisfaction. Therefore, evaluations that measure user satisfaction should also be performed before deploying a recommender system in a real target environment. Such evaluations are laborious and complicated compared to the traditional, data-centric evaluations, though. In this study, we carried out a user-centric evaluation of state-of-the-art recommender systems as well as a graph-based approach in the ecologically valid setting of an authentic social learning platform. We also conducted a data-centric evaluation on the same data to investigate the added value of user-centric evaluations and how user satisfaction of a recommender system is related to its performance in terms of accuracy metrics. Our findings suggest that user-centric evaluation results are not necessarily in line with data-centric evaluation results. We conclude that the traditional evaluation of recommender systems in terms of prediction accuracy only does not suffice to judge performance of recommender systems on the user side. Moreover, the user-centric evaluation provides valuable insights in how candidate algorithms perform on each of the five quality metrics for recommendations: usefulness, accuracy, novelty, diversity, and serendipity.

Agile practices for global software development vendors in the development of green and sustainable software

AbstractOver the last decade, the use of agile methods has grown dramatically for software development. Agile methods guarantee to accelerate the delivery of remarkable software with increased user satisfaction and reduced cost. However, in recent years, due to emergence of green software engineering, software developers are compelled to focus more on green and sustainable aspects of software. Global software engineering aims to design, develop, and use a software with limited energy and computing resources. Recently, software engineers in global software development (GSD) have adapted agile methods for quick, interactive, and environment‐friendly software development. However, there is a lack of specific practices to be followed by GSD vendors in the development of green and sustainable software.In this study, we have identified 36 agile practices through systematic literature review and applied contrived search criteria derived from the research questions; 53 relevant papers were identified and reviewed. Findings of the systematic literature review were then empirically validated through questionnaire survey in GSD industry, in which 106 relevant experts from 25 different countries participated. The identified agile practices are intended to assist GSD vendors in strengthening their agile maturity towards green and sustainable software development.

The Adjustment/Satisfaction Test (A/ST) for the Evaluation of Personalization in Broadcast Services and Its Application to Dialogue Enhancement

Media consumption in broadcasting is heading towards high degrees of content personalization also in audio thanks to next-generation audio systems. It is thus crucial to assess the benefit of personalized media delivery. To this end, the adjustment/satisfaction test was recently proposed. This is a perceptual test where subjects interact with a user-adjustable system and their adjustments and the resulting satisfaction levels are studied. Two configurations of this test paradigm are implemented and compared for the evaluation of Dialogue Enhancement (DE). This is an advanced broadcast service which enables the personalization of the relative level of the dialog and the background sounds. The test configuration closer to the final application is found to provide less noisy data and to be more conclusive about the quality of experience. For this configuration, DE is tested both in the case in which the original audio objects are readily available and in the case in which they are estimated by blind source separation. The results show that personalization is extensively used, resulting in increased user satisfaction, in both cases.

Performance maximization of network assisted mobile data offloading with opportunistic Device-to-Device communications

Mobile data traffic inside mobile operator’s infrastructure is increasing exponentially every year. This increasing demand forces mobile network operators (MNOs) to seek for alternative communication methods in order to relieve the traffic load in base stations, especially in highly populated and crowded environments. Network assisted data offload and Device-to-Device(D2D) communications are two prominent methods to help MNOs solve this problem. In this study, a data offload framework is developed that incorporates network assisted multiple attribute decision making (MADM) for best network selection and D2D communications for exploiting user proximity in crowded environments. The performance of the framework is evaluated with simulation results as well as analytic solutions and performance bounds. The simulation results indicate the superiority of incorporating network-based information besides user-based information in offloading decisions and demonstrates the significant benefits of D2D communications when the density of D2D users is properly adjusted. The simulation results depict that up to 168% and 200% increase in user satisfaction and throughput can be achieved under high network load scenarios at optimal D2D density.

Case Studies of Effective Planting Design Criteria in Egypt and the Middle East

Planting design plays an essential role in the quality of urban life and can increase user happiness and well-being. Plant elements serve a functional role in defining and connecting outdoor spaces, plazas, streets, and boulevards. From a health standpoint, trees and shrubs reduce air pollution and the heat island effect in urban settings. Plants can also increase user satisfaction and enhance experiences by creating visual interest, restoring cultural practices, and preserving historical species. Through case studies and professional practice experience spanning over thirty years, this paper identifies seven key planting design criteria essential to the successful and effective design of outdoor spaces in Egypt and the Middle East.

Impact of human-robot interaction on user satisfaction with humanoid-based healthcare

Background/Objectives: The advent of self-service technology (SST) (e.g.,kiosks and Automatic Response System), has made it possible for service providersto make use of non-face-to-face channels to meet users’needs and decrease users’costs and time. On the other hand, however, more complex technology and/or services inhibit users’ satisfaction and,consequently,the intention to adopt SST, because such SST can instill fear in users. Nevertheless, at present, patients and other people who are interested in their own health and well-being are paying great attention to healthcare robots (as a form of SST)and,consequently, it has become crucial to investigate how these healthcare robots can positively influence users’ satisfaction with them. Hence, this study aims to empirically investigate the factors that affect users’ satisfaction with healthcare robots, especially in regard to human-robot interaction (HRI).Methods/Statistical analysis: We focused on the theory of heterophily and applied a series of factors identified in previous robot-adoption studies.Uniquely, this study focuses on users’ heterophily with healthcare robots, examining heterophily through three fundamental elements, empathy, professionalism, and personality, which we considered to be suitable fordetermining user satisfaction with HRI-based communication.To prove the validity of our hypotheses, we conducted an empirical testthat involved participants receiving a short health assessment from a robot.Findings: The findings of our empirical test supported our hypothesis that the lower the difference in empathy between a user and robot, the higher the level of user satisfaction with the humanoid-style healthcare service. Further, our results also suggest that heterogeneity between a user and healthcare robot is positively associated with user satisfaction.Improvements/Applications: First, to increase user satisfaction,robots must be provided with the ability to somehow recognizea user’s personality and adjust their own accordingly before beginning the robot-based healthcare service. Secondly, users’ behavior patterns should be analyzed by the healthcare robot. Overall, our study empirically shows the importance of ensuring thatprofessionalism is present in healthcare-domain-related HRI.

PENGARUH FAKTOR HOT (HUMAN, ORGANISASI, DAN TEKNOLOGI) TERHADAP KEPUASAN PENGGUNA SISTEM INFORMASI PRIMARY CARE DI WILAYAH KOTA SEMARANG

P-Care application user satisfaction becomes a necessity to ensure reporting service performance to BPJS. The purpose of this study is to look for HOT factors (human, organization, and technology) that affect user satisfaction P-Care applications. Quantitative research type is cross sectional with Primary Care information system object. The research subject is prime care information system operator, amount 61 operators. Data analysis used multivariate regression test. Descriptive analysis of HOT factor shows that human factor is good 100%, as much as 19,7% bad organizational policy, as much as 13,1% quality of service of less good technology. In general, users are satisfied with the p-care information system, but found 9.8% dissatisfaction on the timeliness. Regression test results show that there is influence of HOT factor to user satisfaction (0,829 - 0,222 factor human + 0,131 organizational factor + 0,224 technological factor). All three HOT factors will raise satisfaction by one level. Technological factors provide the greatest influence in increasing user satisfaction

‘Oncokompas’, a web-based self-management application to support patient activation and optimal supportive care: a feasibility study among breast cancer survivors

Background: Cancer survivors have to deal with symptoms related to cancer and its treatment. In Oncokompas, cancer survivors monitor their quality of life by completing patient reported outcome measures (PROMs), followed by personalized feedback, self-care advice, and supportive care options to stimulate patient activation. The aim of this study was to investigate feasibility and pretest–posttest differences of Oncokompas including a newly developed breast cancer (BC) module among BC survivors.Material and methods: A pretest–posttest design was used. Feasibility was investigated by means of adoption, usage, and satisfaction rates. Several socio-demographic and clinical factors, and health-related quality of life (HRQOL) were explored that might be associated with patient satisfaction. Barriers and facilitators of Oncokompas feasibility were investigated by evaluating nurse consultation reports. Differences in patient activation (Patient Activation Measure) and patient-physician interaction (Perceived Efficacy in Patient–Physician Interactions) before and after Oncokompas use were investigated.Results: In total, 101 BC survivors participated. Oncokompas had an adoption rate of 75%, a usage rate of 75–84%, a mean satisfaction score of 6.9 (range 0–10) and a Net Promoter Score (NPS) of −36 (range −100–100) (N = 68). The BC module had a mean satisfaction score of 7.6. BC survivors who received surgery including chemotherapy and/or radiotherapy were significantly more satisfied with Oncokompas than BC survivors with surgery alone (p = .013). Six facilitators and 10 barriers of Oncokompas feasibility were identified. After using Oncokompas, BC survivors scored significantly higher on patient activation (p = .007; r = .24), but not on patient-physician interaction (p = .75).Conclusion: Oncokompas including a BC module is considered feasible, but needs further optimization to increase user satisfaction. This study shows the value of tailoring eHealth applications for cancer survivors to their specific tumor type. Oncokompas including the BC module seems to improve patient activation among BC survivors.

Promoting Outdoor Spaces Design features to Increase User Satisfaction in Residential Area. Duhok City as case Study

The rapid development of the residential area in Duhok City and the new trend of housing policy towards high density and multifamily housing complexes affect the urban social life of the residents. The urban public open and green spaces in housing complexes create places for residents to come together and to strengthen their social networks. This research aims to investigate the outdoor space design approach in the new developed housing project (Avro city) as an example for high density multifamily housing complex due to its outdoor space design characteristics to identifying design features and elements that promote the quality of urban life and increase the user satisfaction in residential area. The researcher used qualitative data collection methodology using case study approach. The data collection method based on three sources namely the analytical study of the outdoor space design features from the available maps and site visiting, the on-Site observations of the residents, how they use the outdoor space, and the questionnaire survey results with the residents to measure their satisfaction about the outdoor space living environment. The findings of the research indicate that the design quality of the physical features such as landscape design, artificial water, landscape furniture, a proper pedestrian and greenery encourage people to use the outdoor space for social activities. Finally, the research provides guidelines for housing developers, urban designers and related governmental institutions to incorporate effective outdoor space design quality for successful urban living environment.

The Perception of Health Professionals of the Information System of Continuous Care

Health organizations seek to use Information and Communication Technologies (ICT) in a more agile and functional way, to contribute to the support of professionals of the area and to users: this way, it is possible to guarantee the quality and sustainability of Information Systems (IS). IS that needs to adapt and restructure, given the exponential development of ICT in response to the increased need for Health Care. It is necessary to align the current realities of the business processes in Health, namely in Integrated Continued Care Services, and the technologies in use, so that information becomes available at the time and place of decision-making situations. So, this research is determined to study the Integrated Continued Care Information System, from the health professionals point of view. The main objective is to understand if employees comprehend the platform and know how to use it. Also, to understand their degree of satisfaction, the degree of information system appropriation, the main differences and similarities in its use among the different health professionals. In the end, a proposal for the IS improvement is made.This study was carried out in two phases: first in the Health Center Group of Lisbon and Oeiras and after at Egas Moniz Hospital. The first phase is characterized by gathering information on the informatic application. The second phase is based on a descriptive exploratory study using questionnaires. The results of this study may be useful for improving Integrated Continued Care Information System, as well as increasing user satisfaction. This study allows to understand the health professionals needs regarding Integrated Continued Care Information System and its necessary improvements, namely the need to involve healthcare professionals as part of the strategy, implementation and promotion of care.

Service quality and social influence on e–payment adoption

E–payment is an important component of e–commerce, it helps improving service quality and increasing user satisfaction of the e–commerce in the digital era. This study proposes and tests a model of e–payment adoption. Data is collected from e–commerce customers who have used or intend to use e–payment systems in Ho Chi Minh city. A survey study with the SEM analysis of 200 participants, six out of nine hypotheses are supported. Research results demonstrate that there are linear relationships between service quality, social influence, easy to use, and e–payment adoption. The research model illuminates roughly 51% of the e–payment adoption.

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PENGGUNA HOTSPOT (WIFI) (Studi Kasus Mahasiswa Fakultas Ekonomi Universitas Katolik Santo Thomas Sumatera Utara)

The purpose of this study to analyze the effect of signal coverage hotspot (wifi), ease of access hotspots (wifi), access speed hotspot (wifi), and the comfort of hotspot access (wifi) and simultaneous partial effect on the level of user satisfaction. To determine whether the most influential factor / dominant on the level of user satisfaction hotspot (wifi) in the Faculty of Economics, Catholic University of St. Thomas SU. The benefits of this study, those authors. Comparing theories - theories that have been explored for this through research conducted, as well as develop analytical and critical thinking skills to the problems that exist, For private university. As input and consideration for Private Higher Education to develop the quality of education as an institution of higher education with the needs and desires of students. Total sample of 45 respondents, the method of collecting data through questioner and documentation, methods of data analysis by factor analysis.
 The results showed that: Coverage hotspot signal (wifi). These variables have a dominant influence on the level of user satisfaction hotspot (wifi) in the Faculty of Economics of St. Thomas Catholic University of North Sumatra. Ease of access hotspots (wifi) proved to be the dominant influence on the level of user satisfaction hotspot (wifi) in the Faculty of Economics of St. Thomas Catholic University of North Sumatra. Students are quite satisfied with the speed of hotspot access (wifi). These variables proved the dominant influence on the level of user satisfaction hotspot (wifi) within the Faculty of Economics, Catholic University of St. Thomas North Sumatra. Influence comfort hotspot access (wifi) on the level of user satisfaction hotspot (wifi). Based on the data that has been processed and analyzed, it can be concluded that the comfort of the hotspot access (wifi) has dominant influence on the level of user satisfaction hotspot (wifi) Variable comfort hotspot access (wifi) positive effect on the level of user satisfaction hotspot (wifi). Thus increasing the speed of hotspot access (wifi) will be followed by increased user satisfaction.
 Based on the research results Party IT Santo Thomas Catholic University of North Sumatra should maintain speed hostpot access (wifi). Researchers further should expand the scope of survey respondents, not only at the Faculty of Economics, Catholic University of St. Thomas North Sumatra, but it could be in the Faculty - other faculties. Researchers should be able to further expand variables - variables examined, because it is possible there are many factors - other factors that could affect user satisfaction hotspot (wifi).

Using agile methods for the development of green and sustainable software: Success factors for GSD vendors

AbstractOver the last decade, the use of agile methods has grown dramatically for software development. Agile methods guarantee to accelerate the delivery of remarkable software with increased user satisfaction and reduced cost. However, in recent years, due to the emergence of green software engineering, software developers are compelled to focus more on green and sustainable aspects of software. Green software engineering aims to design, develop, and use the software with confined energy and computing resources. Recently, software engineers in global software development have adapted agile methods for quick, interactive, and environment‐friendly software development.In this study, we have identified 16 success factors, through systematic literature review (SLR) and applied contrived search criteria derived from the research questions; 80 relevant papers were identified and reviewed. Findings of the SLR study were then empirically validated through questionnaire survey in global software development industry, in which 106 experts from 25 different countries participated.The findings of our industrial survey are mostly in coherence with the SLR findings. However, there is a difference in ranks of the various success factors across the 2 data sets (SLR and industrial survey).