Quality Of Service Monitoring Research Articles

A Systematic Review of the Application of the Geostationary Ocean Color Imager to the Water Quality Monitoring of Inland and Coastal Waters

A Systematic Review of the Application of the Geostationary Ocean Color Imager to the Water Quality Monitoring of Inland and Coastal Waters

A secure blockchain framework for the internet of medical things

AbstractTechnological advancements in the Internet of Medical Things (IoMT) enable medical services to provide incredibly challenging real‐time functions. The proliferation of health sensors has improved patient monitoring, both for patient care and medical purposes, giving professionals more data for early diagnosis and treatment recommendations. Privacy and security are critical considerations for collecting and transferring data from these heterogeneous sensors across the database and the IoT network. This study leverages blockchain technology to improve Electronic Health Record (EHR) privacy and security. This article proposes a novel decentralized architecture using IoT and Blockchain technology for storing EHR and monitoring real‐time patient data. The proposed patient‐centric framework and architecture offer a straightforward solution that fulfills data integrity and anonymity and meets the data interoperability demands. Self‐contained encryption–decryption and primitive cryptographic techniques enhance the system's security. The proposed study models IoT health sensors such as body temperature, pulse rate, spO2, and Electromyogram (EMG) in a blockchain‐based IoT framework. The proposed system has been evaluated to determine that it can process and store Remote Patient Monitoring (RPM) data with encouraging results. The article provides performance, security, and threat analysis to contribute toward a robust, secure, and smart healthcare system using metrics such as latency, throughput, IoT sensor activity, and resource usage. Experimental results present that the proposed method beats the standard healthcare system regarding service quality and patient data monitoring.

Recognizing emotions in restaurant online reviews: a hybrid model integrating deep learning and a sentiment lexicon

Purpose This study aims to establish a model for rapid and accurate emotion recognition in restaurant online reviews, thus advancing the literature and providing practical insights into electronic word-of-mouth management for the industry. Design/methodology/approach This study elaborates a hybrid model that integrates deep learning (DL) and a sentiment lexicon (SL) and compares it to five other models, including SL, random forest (RF), naïve Bayes, support vector machine (SVM) and a DL model, for the task of emotion recognition in restaurant online reviews. These models are trained and tested using 652,348 online reviews from 548 restaurants. Findings The hybrid approach performs well for valence-based emotion and discrete emotion recognition and is highly applicable for mining online reviews in a restaurant setting. The performances of SL and RF are inferior when it comes to recognizing discrete emotions. The DL method and SVM can perform satisfactorily in the valence-based emotion recognition. Research limitations/implications These findings provide methodological and theoretical implications; thus, they advance the current state of knowledge on emotion recognition in restaurant online reviews. The results also provide practical insights into intelligent service quality monitoring and electronic word-of-mouth management for the industry. Originality/value This study proposes a superior model for emotion recognition in restaurant online reviews. The methodological framework and steps are elucidated in detail for future research and practical application. This study also details the performances of other commonly used models to support the selection of methods in research and practical applications.

Mobility and Dependence-aware QoS Monitoring in Mobile Edge Computing

Mobile edge computing is a new computing paradigm that performs computing on the edge of a network. It provides services to users by deploying edge servers near mobile devices. Services may be unavailable or do not satisfy the needs of users due to changing edge environments. Quality of service (QoS) is commonly employed as a critical means to indicate qualitative status of services. It is particularly important to monitor QoS of services timely and effectively in the mobile edge environment. However, user mobility and dependencies among QoS values often cause the monitoring results to deviate from the real results in the mobile edge environment. Existing QoS monitoring approaches have not taken into account these problems. To address the problems, this paper proposes ghBSRM-MEC (Gaussian hidden BayeSian Runtime Monitoring for Mobile Edge Computing), a novel mobility and dependence-aware QoS monitoring approach for the mobile edge environment. This approach assumes that the QoS attribute values of edge servers obey Gaussian distribution. It constructs a parent property for each property, thus reducing the dependence between properties. During the training stage, a Gaussian Hidden Bayesian classifier is constructed for each edge server. During the monitoring stage, combining with a KNN algorithm, the classifier is changed dynamically based on user mobility to realize QoS monitoring in the mobile edge environment. The experimental results validate the feasibility, effectiveness, and efficiency of ghBSRM-MEC

A Review on Quality of Service Monitoring, Violation and Remediation for the Cloud

A Review on Quality of Service Monitoring, Violation and Remediation for the Cloud

Beyond surveys: leveraging automated text analysis of travellers’ online reviews to enhance service quality and willingness to recommend

ABSTRACT Airports are essential to the global economy, providing significant revenue and driving regional growth. In order to remain competitive and achieve sustainable development, airports must continuously monitor and improve service quality. To this end, understanding traveller perceptions of their experiences is important. While traditional survey-based methods are beneficial, managers are increasingly looking for alternative ways of collecting feedback, such as online reviews. Automated text analysis provides a cost- and time-effective technique with which to analyse large datasets of unsolicited online reviews, providing managers with strategic insights to enhance service quality. This study explores the potential of supplementing traditional airport service quality monitoring methods with automated text analyses to better understand traveller feedback and improve service quality. The results provide new methods to measure airport service quality, offering a fresh perspective on customers’ satisfaction with service quality experiences, and highlighting key strategic implications that can help organisations gain a competitive advantage.

A Blockchain-Based Auction Framework for Location-Aware Services

As a critical factor in ensuring the growth of the electronic auction (e-auction) domain, the privacy and security of the participants (sellers and buyers) must always be guaranteed. Traditionally, auction data, including participant details, are stored in a third party (auctioneer) database. This leads to a high risk of a single point of failure in terms of privacy and security. Toward this end, blockchain technology has emerged as a promising decentralized communication paradigm to address such risks. This paper presents a blockchain-based auction framework as a decentralized e-auctioning framework for location-aware services. In particular, the framework consists of three components: pre-auctioning, main auctioning, and post-auctioning processes with four algorithms. Our primary focus is on location-aware services, such as storage space rental, apartment rental, transport hire, and parking space rental. The trading volumes are expected to be high; hence, simplifying the design is a crucial requirement. In addition to the benefits of eliminating the centralized entity (the auctioneer), fees are redistributed among participants as rewards. Further, we incorporate a service quality monitoring method that ranks the services provided by participants. This ranking allows participants to determine the rank of other participants with whom they wish to trade. We have conducted several experiments to evaluate the proposed framework’s cost feasibility and to ensure the ease of the business flow.

Facilitating person‐centred care: integrating an electronic client feedback tool into continuous quality improvement processes to deliver client‐responsive HIV services in the Democratic Republic of Congo

AbstractIntroductionEngaging communities in the design, implementation and monitoring of health services is critical for delivering high‐quality, person‐centred services that keep people living with HIV engaged in care. The USAID‐funded Integrated HIV/AIDS Project in Haut‐Katanga (IHAP‐HK) integrated an electronic client feedback tool into continuous quality improvement (CQI) processes. We aimed to demonstrate this system's impact on identifying and improving critical quality‐of‐care gaps.MethodsThrough stakeholder and empathy mapping, IHAP‐HK co‐designed a service quality monitoring system—comprising anonymous exit interviews and ongoing monitoring through CQI cycles—with people living with HIV, facility‐based providers and other community stakeholders. IHAP‐HK trained 30 peer educators to administer oral, 10‐ to 15‐minute exit interviews with people living with HIV following clinic appointments, and record responses via the KoboToolbox application. IHAP‐HK shared client feedback with facility CQI teams and peer educators; identified quality‐of‐care gaps; discussed remediation steps for inclusion in facility‐level improvement plans; and monitored implementation of identified actions. IHAP‐HK tested this system at eight high‐volume facilities in Haut‐Katanga province from May 2021 through September 2022.ResultsFindings from 4917 interviews highlighted wait time, stigma, service confidentiality and viral load (VL) turnaround time as key issues. Solutions implemented included: (1) using peer educators to conduct preparatory tasks (pre‐packaging and distributing refills; pulling client files) or escort clients to consultation rooms; (2) limiting personnel in consultation rooms during client appointments; (3) improving facility access cards; and (4) informing clients of VL results via telephone or home visits. Due to these actions, between initial (May 2021) and final interviews (September 2022), client satisfaction with wait times improved (76% to 100% reporting excellent or acceptable wait times); reported cases of stigma decreased (5% to 0%); service confidentiality improved (71% to 99%); and VL turnaround time decreased (45% to 2% informed of VL results 3 months after sample collection).ConclusionsOur results showed the feasibility and effectiveness of using an electronic client feedback tool embedded in CQI processes to collect client perspectives to improve service quality and advance client‐responsive care in the Democratic Republic of Congo. IHAP‐HK recommends further testing and expansion of this system to advance person‐centred health services.

THE SIGNIFICANCE OF CUSTOMER SERVICE IN ESTABLISHING TRUST AND ENHANCING THE REPUTATION OF THE BANKING INDUSTRY IN BANGLADESH

This qualitative research study examines the significance of customer service in establishing trust and enhancing the reputation of the banking industry in Bangladesh. The research aims to gain insights into the current state of customer service, its impact on customer trust and the reputation of banks, the challenges faced in providing good customer service, and the strategies that can be adopted to improve customer service practices. Data collection involved in-depth interviews with both customers and employees of a prominent banking institution in Bangladesh. The evaluation of the current state of customer service revealed a mixed picture, with customers generally reporting satisfaction but also identifying areas for improvement such as delays and inadequate facilities. The research findings confirmed the vital role of customer service in building and maintaining trust. Positive customer service experiences were found to enhance customer trust, while negative experiences had a detrimental impact and could lead to customer attrition. The reputation of banks was closely tied to the quality of customer service, as positive experiences resulted in favorable recommendations while negative experiences harmed the bank’s image. Challenges faced by banks in providing good customer service included limited resources, technological integration, communication channels, cultural barriers, and effective complaint management. To address these challenges, strategies such as enhanced staff training, leveraging technology, implementing feedback mechanisms, streamlining complaint handling, fostering a culture of personalized service, and monitoring service quality were recommended. The findings of this research provide valuable insights and recommendations for banks in Bangladesh to improve their customer service practices, enhance customer satisfaction, and ultimately strengthen their reputation in the competitive banking industry. By prioritizing customer service and implementing the recommended strategies, banks can build trust, retain customers, and establish a positive reputation, leading to sustained success in the dynamic banking landscape of Bangladesh.

IMPROVEMENT OF PARTNERSHIP RELATIONS BETWEEN THE MANAGING ORGANIZATION AND THE OWNERS OF PREMISES IN AN APARTMENT BUILDING

In the article the system of monitoring and estimation of quality as the major element of realization of the client-oriented approach in the sphere of housing and communal services is considered. The proposed system of monitoring and evaluation of service quality is aimed at customer evaluation and integrated consideration of communal, housing, organizational, informational components and allows you to determine the effectiveness of the managing organizations. The organizational structure, based on the creation of two main units – back and front offices, which allows to implement a customer-oriented strategy, is also considered. Within the limits of the new organizational structure the system of revealing of need and opinions of owners of rooms in apartment houses by means of absentee voting with application of new information technologies is offered. Thus, the given system of monitoring and estimation of quality of housing and communal services will allow to realize feedback between consumers and the managing organizations, and to increase customer satisfaction of quality of services.

Medical Information Delivering Improved Customer Experience: A Guide.

Customer experience (CX) is essential in any business. In the pharmaceutical industry, the Medical Information Contact Center is a customer-facing unit that provides evidence-based, scientifically balanced information to healthcare professionals and patients in response to unsolicited inquiries. The purpose of this paper is to provide analysis and guidance for designing and measuring interactions in the Medical Information Contact Center to facilitate the delivery of a superior and continuously improving CX. Surveys were conducted to establish current trends in CX among a diverse group of CX professionals and members of phactMI, a non-profit collaboration of Medical Information leaders from the pharmaceutical industry. The top three observations from the CX professionals survey centered on establishing a clear CX strategy, use of technology, and frequency of sharing results. Three potential areas for improvement focus on CX strategy, measurements of CX, and sharing of results. An analysis of quality monitoring results of customer interactions in the pharmaceutical industry from Centerfirst, a contact center quality monitoring service provider, was also reviewed. This analysis found a positive correlation between CX and three agent skills: taking the lead, empathy, and strong compliance skills. Based on these results, a CX guide was developed and specifically tailored for the pharmaceutical industry. This tool may be used to help identify, assess, and possibly improve CX.

Impact of IoT and SoS in Enabling Smart Applications: A Study on Interconnectivity, Interoperability and Quality of Service

The authors of the paper have recently been involved in various projects related to the Internet of Things (IoT) and its practical application in several fields. These areas include Industry 4.0, smart cities, and healthcare - with a focus on behavior change. The projects used up to date technologies such as IoT, Machine Learning, Big Data, System of Systems (SoS) and Cloud Computing among others. The authors have specifically focused on specific IoT and SoS architectures, aiming to support and illustrate a variety of use cases. In this context, SoS expands the use of localized cloud, improving integration and communication technologies. It is essential that these SoS provide reliable quality of service (QoS), which includes management and monitoring of various QoS attributes.The performance of smart applications is highly dependent on the quality of the data they receive, requiring robust communication and sufficient bandwidth. To address the challenge of promoting interconnectivity and interoperability between different smart devices are protocols such as MQTT, CoAP, HTTP and WebSockets. They facilitate network-based device communication, ensuring data sharing and coordination.The paper explores a variety of use cases and these in relation to specific IoT and SoS architectures. The objective is to highlight the transformative impact these technologies have on global performance.

Planning and Analyzing Transit Networks: An Integrated Approach Regarding Requirements of Passengers and Operators

Providing an equally sufficient and efficient transit service requires careful planning and permanent monitoring of service quality, operating costs, and revenues. These requirements need a model that is capable of determining impacts on passengers as well as operators. Additionally, it is important to provide suitable and powerful methods to design and to modify the transit network. The transport planning software VISUM attempts to fulfill these requirements. In contrast to conventional Geographic Information Systems (GIS), which are extended to provide specific functionality for transit planning, VISUM is a comprehensive transportation model with additional GIS functionality. It seeks to fill the gap between conventional GIS programs and vehicle scheduling programs.

Performance analysis of multi-access edge computing networks for heterogeneous IoT systems

The emergence of Multi-access Edge Computing (MEC) has drastically transformed the computing capabilities of communication systems. By facilitating the convenience of low latency and on-demand services for delay-sensitive tasks, these platforms have also contributed towards mitigating the communication overheads to a larger extent. An emerging application area which has largely benefitted with the adoption of MEC is the Internet of Things (IoT) paradigms. However, with the exponential rise in interconnected IoT devices requesting provisioning of resources to the MEC may lead to traffic bottlenecks in the MEC networks. This further leads to lower response times and degradation in the network’s Quality of Service (QoS). In view of modeling request processing mechanism and monitoring of network QoS, a Markov process driven framework to model MEC-based IoT systems is proposed. By exploiting the analytical inference from pure birth–death processes and queue theoretic models the steady-state solutions for MEC networks is derived. Further, critical performance metrics like mean number of requests in the network, traffic intensity of requests, fluctuations in number of requests, and the mean response time of the network are provided. The corresponding results obtained for the above analysis are validated through numerical illustrations to prove the convergence of the framework and its impact on different network parameters.

TEMPOS: QoS Management Middleware for Edge Cloud Computing FaaS in the Internet of Things

Several classes of advanced Internet of Things (IoT) applications, e.g., in the industrial manufacturing domain, call for Quality of Service (QoS) management to guarantee/control performance indicators, even in presence of many sources of “stochastic noise” in real deployment environments, from scarcely available bandwidth in a time window to concurrent usage of virtualized processing resources. This paper proposes a novel IoT-oriented middleware that i) considers and coordinates together different aspects of QoS monitoring, control, and management for different kinds of virtualized resources (from networking to processing) in a holistic way, and ii) specifically targets deployment environments where edge cloud resources are employed to enable the Serverless paradigm in the cloud continuum. The reported experimental results show how it is possible to achieve the desired QoS differentiation by coordinating heterogeneous mechanisms and technologies already available in the market. This demonstrates the feasibility of effective QoS-aware management of virtualized resources in the cloud-to-things continuum when considering a Serverless provisioning scenario, which is completely original in the related literature to the best of our knowledge.

Проблеми підвищення якості соціальних послуг у процесі поглиблення міжнародної співпраці вітчизняних та польських підприємств

The article analyzes the dynamics of the number of people with disabilities in Ukraine, in particular by groups and separately children with disabilities, the provision of services by the State Employment Service for people with disabilities, including Lviv region during January-September 2020-2021. The stages of the order of creation and development of social services and information support are given; determining the need for social services, goals, objectives; prioritization of social services and project; planning the provision of social services and developing a strategy for their provision; organization of social services and implementation; monitoring and evaluation of service quality. Factors of influence of external and internal environment are defined. Legislative and regulatory framework, economic factors, social policy in the country, technological factors, as well as demographic factors are the main external factors. The main internal factors influencing the quality of social services there are available human resources; material-technical base; information support and financing. The main prerequisites for receiving quality social services by the population are identified, in particular, accessibility for all citizens, both territorially, financially and informationally, individual approach to consumers, taking into account the level of satisfaction of service recipients, as well as compliance with market needs and market trends. The main problems that cause low quality of social services and directions of their solution and avoidance of consequences are identified. There are the main problems: - lack of thorough analysis of demand and supply of social services in the market, control system after their provision to a particular person, as well as feedback from the client in the form of assessing the quality of services received; - low level of staffing in the provision of social services and the level of qualification of employees who provide services; - the lack of a unified approach to the financing of inpatient institutions that provide social services in Ukraine, as well as insignificant amounts of budget funding, imperfect mechanism of transfers of financial resources of the state to the local community cause low quality social services provided by the enterprise; - low level of methodological support for the process of providing quality social services for people with disabilities due to the lack of state quality standards for social services

KAJIAN MANAJEMEN BIAYA PENDIDIKAN DALAM MENINGKATKAN KUALITAS LAYANAN PADA PERGURUAN TINGGI BIDANG MARITIM

The purpose of the research is review the cost of education on the ability to pay and assessment of student satisfaction in uni-versities, especially in the maritime field. Research is outlined in the description taken data from several information retrieval techniques, further literature studies are used as support for nar-rative development. The results illustrate students provide a good assessment of the cost of education and the quality of services held but the concept of budgeting mechanisms is still not affordable information by students. To improve the quality of service quality, in accordance with applicable regulations and policies, in the implementation of monitoring and evaluation of service quality, agencies/educational institutions are required to take customer satisfaction assessment. In the development of realizing a quality education, of course the implementation will not be separated from the financing element. In universities, the cost of education is still a major issue in the implementation of education. The benefits of the research are expected to contribute informa-tion to the mechanism of cost budgeting and improve-ment of education services as well as provide an understanding of the importance of balance of education costs, quality of education services and become a reference for further research from observations.

Alarm method of communication intelligent manhole cover based on multiple event fusion

As a comprehensive utilization of pipeline resources, communication intelligent manhole cover (CIMC) can effectively real-time monitor communication manhole cover and protect the safety of communication pipeline. Due to the complex working environment of manhole cover and the random error of sensor, the traditional monitoring method usual leads to frequent false alarm in actual applications. In order to ensure the monitoring service quality and improve the service efficiency, a new alarm method of CIMC with multiple event fusion in this paper via jointing analysis of multi-sensor status signals is proposed based on the equipment status signals generated by the CIMC terminal and abnormal alarm events definition. The experimental result shows that the proposed CIMC alarm method by means of multiple sensor signals in this paper can not only make up for the defect of a single sensor, but also reduces the false alarm rate caused by the random error of sensor and CIMC system. It can promote the intelligent monitoring efficiency of the manhole cover and be conducive to the construction of intelligent transportation and smart city.

Development of a Crowdsourced-based Mobile Application for Measuring Quality of Internet Service Offered by Mobile Network Operators

Wireless mobile internet is migrating towards an integrated system of internet and mobile communication network to fulfill the future of mobile network requirement: ubiquitous communication, where mobile users move freely almost anywhere and have access to the internet, communicate with anyone, anytime with any application using the best service available. This demands rapid progress in mobile communication networks and their internet technologies. This research project on the analysis of the Quality of Service (QoS) provided by Mobile Network Operators (MNOs) in the cellular internet networks. It aims to analyze and address the QoS of the internet network experienced by the user. QoS monitoring and analysis require the processing of large amounts of data and knowledge of which kinds of applications the traffic is generated by. To obtain satisfactory QoS based on internet network analysis, some network metrics must be measured and monitored at a regular time interval. In this research work, the network metric that will be measured for the internet service are signal strength, download speed, upload speed, and network transaction latency. This network metrics data will be collected from the consumer’s mobile device by the use of a crowdsourcing mobile application that is installed on the consumer’s mobile device. The investigation will cover mobile communication network providers in Nigeria. The data collated is then evaluated and analyzed.

A Multi-Tenancy Cloud Trust Model using Quality of Service Monitoring: A Case of Infrastructure as a Service (IaaS)

A Multi-Tenancy Cloud Trust Model using Quality of Service Monitoring: A Case of Infrastructure as a Service (IaaS)