Traditional Quality Of Service Research Articles

Integrating online learning into service quality assessment in higher-education its influence on student satisfaction

PurposeOnline learning gained ground during the pandemic and has continued to be used in the post-Covid era. Items related to online learning should be included in service quality assessment. The purpose of this study is to examine the influence of service quality, which includes the online learning dimension, on student satisfaction in higher-education in a blended learning environment.Design/methodology/approachA total of 452 valid questionnaires were collected from business undergraduate students enrolled in public universities in Greece. A modified version of HEdPERF is used to evaluate service quality. Due to the extensive use of online learning, an additional dimension was added to the HEdPERF scale which focuses on online education, a field that has not yet been widely examined. Structural equation modeling is used to examine the relationships between service quality, and student satisfaction.FindingsThe research findings verify the six-structure scale of the HEdPERF instrument (non-academic aspects, academic aspects, reputation, access and programs issues and online learning), providing satisfactory results in terms of reliability and validity tests. Service quality dimensions such as academic aspects, access, program issues and online learning are the influential dimensions of student satisfaction in a blended learning context.Originality/valueTo the best of the authors’ knowledge, no previous study has expanded traditional service quality instruments to include the dimension of service quality of online learning.

The Impact Of Digital Trust On Customer Satisfaction And Loyalty (The Case Of Digitalization In Container Shipping Services In Indonesia)

The COVID-19 pandemic has driven digital transformation in many industries. Digitalization is also developing and affecting non-technology industries, including the cargo shipping industry with containers using ships in Indonesia which is experiencing digitalization changes in its services and operations. Indonesian container shipping companies have prepared strategies to maintain long-term relationships by increasing customer satisfaction and loyalty through digitalization. The purpose of this study was to determine how the effect of digital trust compared to service quality on customer satisfaction and loyalty. Qualitative data collection was conducted across 152 freight forwarding companies with respondents working in operations, customer service, sales, and marketing departments. The hypothesis is tested using a structural equation model (SEM). The research found that digital trust has no direct relationship with customer loyalty; But when mediated by customer satisfaction, digital trust affects customer loyalty. Service quality remains a determinant of customer satisfaction and loyalty. This research presents the influence of customer loyalty not only through traditional service quality but also digital trust in the modern era, which is still relatively new in the container shipping industry in Indonesia.

Quality of service management in telecommunication network using machine learning technique

<span>Designing and implementing a fail-safe, real-time telecommunications network is complex. In modern networks, traditional quality of service (QoS) methods for monitoring and analyzing data have some problems, such as accuracy and efficient processing of big data in real time. To solve this problem, should use an appropriate intelligent crash classification system to detect and diagnose run-time errors. The article proposes to use a comprehensive fault detection system that includes QoS and machine learning technologies using information about the state of a point-to-point protocol over ethernet (PPPoE) session on PPPoE active discovery termination (PADT) virtual local area network (VLAN) routes. </span><span>This intelligent system is built using the machine learning method and is independent of the main real-time system. Demonstrated the operation of seven machine learning algorithms and presented the results of training and fault detection. Based on the received information about the state of the PPPoE session, the PADT type allows you to control the behavior of the real-time system.</span>

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.

Nordic Airports’ service quality attributes: themes in online reviews

ABSTRACT User-generated online content can be an alternative data source for investigating airport perceived service quality, which effectively accompaniments as well as cross-validates the traditional service quality questionnaires. This research aims to identify the main themes shared in online reviews by airport passengers, then, distinguish key concepts for passengers’ distractors as well as enhancers of passenger satisfaction. The research uses mixed methods, qualitative (i.e. narratives) and quantitative (i.e. computer) approaches, to investigate the main components of passengers’ airport experiences in the top five largest Scandinavian airports. A content analysis of 704 passenger’s reviews shared on an online content through web site was implemented to identify key themes as well as satisfiers/dissatisfiers regarding airports’ service perception. The analyses demonstrated nine themes in descriptions of airport travel experiences. These are “staff”, “immigration”, “gate”, “shops”, “terminal”, “lounge”, “luggage”, “screen” and “restaurants”. The outcomes of this research posit beneficial insights into airport passengers’ overall experiences according to social media platform information and facilitate the identification of the main themes linked with distractors and enhancers.

Quality perception of accounting firm customers

PurposeThis study aims to verify the dimensions of perceived quality of services which influence the satisfaction of accounting firm clients and verifies whether customer satisfaction influences loyalty and word-of-mouth recommendations.Design/methodology/approachA model is proposed and tested using a survey of 292 accounting firm clients; structural equation modeling and partial least squares are used for data analysis.FindingsThe constructs of internal policies, personal relationships and trust influence the satisfaction of accounting firm clients which directly influences word-of-mouth recommendations and customer loyalty; however, the constructs of physical aspects and problem solving have no influence on satisfaction.Research limitations/implicationsThe main contribution to the accounting field is an identification of the aspects in which firms should invest to deliver quality to clients. The development of internal policies, personal relationships and trust can lead to more satisfied clients, resulting in loyalty and word-of-mouth recommendations. These are novel results within the literature and can guide accounting firms toward better performance.Originality/valueThis study is justified by the fact that accounting firms must adapt to the new environment and the new requirements of the accounting field and look for solutions that follow the progress of financial and managerial accounting, primarily with regard to service quality, satisfaction, loyalty and word-of-mouth recommendations. We also introduce a new scale to reveal novelties which cannot be observed using traditional service quality scales. This is another important contribution to the quality of accounting services.

A truncated SVD-based ARIMA model for multiple QoS prediction in mobile edge computing

In the mobile edge computing environments, Quality of Service (QoS) prediction plays a crucial role in web service recommendation. Because of distinct features of mobile edge computing, i.e., the mobility of users and incomplete historical QoS data, traditional QoS prediction approaches may obtain less accurate results in the mobile edge computing environments. In this paper, we treat the historical QoS values at different time slots as a temporal sequence of QoS matrices. By incorporating the compressed matrices extracted from QoS matrices through truncated Singular Value Decomposition (SVD) with the classical ARIMA model, we extend the ARIMA model to predict multiple QoS values simultaneously and efficiently. Experimental results show that our proposed approach outperforms the other state-of-the-art approaches in accuracy and efficiency.

Impact of Brand Prominence on Customer Satisfaction: The Moderating Role of Online/Offline Environment

The customer-brand relationship is critical to a company's bottom line, particularly in the service industry that adopts online services. Virtual interfaces are becoming a major point of consumer contact for many companies. Some traditional service quality variables that impact customer satisfaction, such as the physical appearance of buildings, staff, and equipment and the responsiveness and empathy of employees, are not apparent in this setting. However, brand prominence may play a key role in improving consumer satisfaction. To satisfy customers and survive in the marketplace, service providers employ both online and physical purchasing channels wisely. Our research attempts to fill a gap in understanding what motivates customers' contentment and, hence, their expectations by comparing performance quality when consumers buy online vs. offline store. We analyze how brand prominence affects consumer satisfaction through the moderating effect of online and offline environments. The hypotheses were empirically validated using structural equation modeling after collecting 8533 valid responses. The findings show that both direct and indirect channel-induced expectations positively affect satisfaction, with the latter having a stronger influence. The results contribute to the literature by providing empirical evidence of the effect of expectations and performance quality on consumer satisfaction and extend the expectation-confirmation theory by including brand prominence as a component. This study contributes to a better understanding of how consumer satisfaction develops in an online or offline environment.

Antecedents of private university students’ satisfaction: The effects of traditional and electronic service quality

High competition in the higher education sector, especially private universities, has brought a high attention to service quality that can increase students’ satisfaction and their retention rates. This study aimed to investigate the effect of traditional and electronic service quality of private universities in Jakarta on students’ satisfaction. A total of 151 students’ responses from three private universities in Jakarta were collected. A factor analysis with the Principal Component Analysis method with Varimax rotation, Partial Least Square-Structural Equation Modeling (SEM) and Importance Performance Map Analysis (IPMA) were performed. The results proved that perceived value of traditional service quality and perceived web value significantly affected student satisfaction. The three indicators of perceived quality provided by administrative staff (b=0.198), perceived quality of university infrastructure (β=0.333), and perceived quality of support services (β=0.362) significantly affected students’ satisfaction while in the context of electronic service quality, only accessibility (β=0.469) and attractiveness (β=0.123) had significant effects on students’ satisfaction. Furthermore, the two-dimensional IPMA matrix indicated the dominance of importance (score=0.621) and performance (score=66.438) of perceived value over the perceived web value.

QoS 레벨 3: 사물인터넷에서 MQTT 프로토콜의 동기식 통신 메카니즘

In this paper, we propose a new Quality of Service(QoS) Level 3 mechanism of Message Queuing Telemetry Transport(MQTT). It ensures synchronous communication between a publisher and subscribers. In QoS3, a publisher can check message reception of subscribers, while traditional QoS Levels can only check reception between the publisher and the broker asynchronously. After sending a QoS3 message, the publisher waits until it receives a predetermined number of response messages. We evaluated the performance of QoS3 through delay and packet size measurements in various situations. QoS3 was slower than QoS2 because of synchronous communication. However, if interaction with lots of receivers is required, QoS3 was faster than QoS2. For the packet size, QoS3 was bigger than QoS2 because of the additional fields, but the difference was not significant. QoS3 can be effectively used in cases when the publisher needs to perform the following tasks after verifying message reception of subscribers.

SDVoIP—A Software-Defined VoIP Framework For SIP And Dynamic QoS

AbstractSoftware-defined networking (SDN) allows for the decoupling of the control and data planes, enabling more programmability and a global view of the network. Previous research indicates that traditional applications recreated using SDN principles allow for more granularity and customization. In this research, we extend the insights behind SDN to develop a Voice over Internet Protocol (VoIP) framework with the objective to enhance traditional Session Initiation Protocol (SIP) operation and quality of service (QoS) approaches. The contributions of this research are 2-fold: first, an SIP control application is implemented, which communicates with an SDN controller to provide VoIP call registration and call routing capabilities, thereby eliminating the need for specialized SIP proxy hardware devices; second, a dynamic QoS application is developed that provides the ability to make network-wide QoS decisions based on real-time network measurements of latency, bandwidth and packet loss. Functional validation of the framework is performed to verify its operation. The experiment results indicate that the proposed framework allows for enhancements to traditional QoS implementations.

Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress

PurposeThe purpose of this study is to construct and validate a generalizable scale to measure service induced perceived stress for customers of personal services with a high level of intangibles having both online and offline components.Design/methodology/approachFive studies were conducted to this end. The first was qualitative and the rest were quantitative (survey) with a total sample size of 1,300. The last study was conducted in a different country than the first four.FindingsThe studies resulted in a five-dimensional SERVSTRESS scale to measure service induced stress for customers with the following dimensions, namely, psychological stress; information stress; complexity stress; personnel stress and outcome stress. The scale was tested in a nomological network.Research limitations/implicationsThe present study addresses a hitherto unaddressed gap in marketing literature with the construction and validation of a scale to measure service stress of a customer (named SERVSTRESS) using data from five studies spanning two countries.Practical implicationsThe SERVSTRESS scale is relevant for the practitioners as it adds more value beyond the traditional service quality measures and allows the marketer to understand the nature of the stressors (with a specific focus on which is going right and which is going wrong) in the service delivery and allow him/her to take remedial actions.Originality/valueThe originality of the study is in the creation of a new scale to measure personal service stress and uncovering its underlying dimensions.

Service quality dimensions of ride-sourcing services in Indian context

PurposeThis paper aims to identify the dimensions of service quality in the case of ride-sourcing services in Indian context.Design/methodology/approachThe service quality dimensions of ride-sourcing services are identified using an exploratory factor analysis (EFA). Further, the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.FindingsThe service quality dimensions of ride-sourcing services are identified: comfort, internal environment, safety and personnel, mobile convenience and reliability, mobile system efficiency and availability, mobile customer service and billing and mobile security and privacy.Research limitations/implicationsThe various dimensions are identified to measure service quality of ride-sourcing services in India. So, these dimensions can be tested for ride-sourcing services of countries having similar culture as India.Practical implicationsThe proposed dimensions can be used as a diagnostic tool to identify and compare important criteria for service quality of ride-sourcing services.Originality/valueMost relevant studies about dimensions of service quality for ride-sourcing services do not have stable factor structure. The dimensions identified include the traditional taxi service quality and mobile app service quality, which are not covered in current literature.

A Dynamic Model for Quality of Service Evaluation of Heterogeneous Networks

The quality of service (QoS) evaluation of heterogeneous networks is an interesting area of research. The traditional QoS evaluation methods usually use a set of network-centric parameters for the performance evaluation of these networks. As a result, using such methods it is not possible to report a comprehensive performance review of networks that would include diverse applications and technologies. To resolve this issue, in this research, a novel approach has been proposed that applies dynamic significance weights and unified metrics of the QoS-related parameters to various applications and technologies present within a heterogeneous network. The result analysis shows that by applying this methodical approach, the performance evaluation of heterogeneous networks can be carried out systematically and efficiently.

Statistical Error Propagation Affecting the Quality of Experience Evaluation in Video on Demand Applications

In addition to the traditional Quality of Service (QoS) metrics of latency, jitter and Packet Loss Ratio (PLR), Quality of Experience (QoE) is now widely accepted as a numerical proxy for the actual user experience. The literature has reported many mathematical mappings between QoE and QoS, where the QoS parameters are measured by the network providers using sampling. Previous research has focussed on sampling errors in QoS measurements. However, the propagation of these sampling errors in QoS through to the QoE values has not been evaluated before. This is important: without knowing how sampling errors propagate through to QoE estimates there is no understanding of the precision of the estimates of QoE, only of the average QoE value. In this paper, we used industrially acquired measurements of PLR and jitter to evaluate the sampling errors. Additionally, we evaluated the correlation between these QoS measurements, as this correlation affects errors propagating to the estimated QoE. Focusing on Video-on-Demand (VoD) applications, we use subjective testing and regression to map QoE metrics onto PLR and jitter. The resulting mathematical functions, and the theory of error propagation, were used to evaluate the error propagated to QoE. This error in estimated QoE was represented as confidence interval width. Using the guidelines of UK government for sampling in a busy hour, our results indicate that confidence intervals around estimated the Mean Opinion Score (MOS) rating of QoE can be between MOS = 1 to MOS = 4 at targeted operating points of the QoS parameters. These results are a new perspective on QoE evaluation and are of potentially great significance to all organisations that need to estimate the QoE of VoD applications precisely.

Observation-Enhanced QoS Analysis of Component-Based Systems

We present a new method for the accurate analysis of the quality-of-service (QoS) properties of component-based systems. Our method takes as input a QoS property of interest and a high-level continuous-time Markov chain (CTMC) model of the analysed system, and refines this CTMC based on observations of the execution times of the system components. The refined CTMC can then be analysed with existing probabilistic model checkers to accurately predict the value of the QoS property. The paper describes the theoretical foundation underlying this model refinement, the tool we developed to automate it, and two case studies that apply our QoS analysis method to a service-based system implemented using public web services and to an IT support system at a large university, respectively. Our experiments show that traditional CTMC-based QoS analysis can produce highly inaccurate results and may lead to invalid engineering and business decisions. In contrast, our new method reduced QoS analysis errors by 84.4–89.6 percent for the service-based system and by 94.7–97 percent for the IT support system, significantly lowering the risk of such invalid decisions.

A Trusted Resource-Based Routing Algorithm With Entropy Estimation in Integrated Space-Terrestrial Network

Integrated Space-Terrestrial Network (ISTN) can effectively improve the global communication coverage and SDN framework in ISTN has emerged as a promising solution to guarantee the Quality of Service (QoS). At present, the researches on routing algorithm are mainly focused on the QoS parameters about resource availability and do not consider the impact of the network attacks comprehensively, such as DDoS attack. Plenty of available resources will be occupied by network attacks and normal traffic may be blocked incorrectly by attack defense solutions. In this paper, we propose a Trusted Routing (TR) model based on Trusted Resource Matrix (TRM) to protect the normal traffic from network attacks in ISTN. In the process, the SDN controller constructs the characteristic matrices by collecting the state information of each routing node and the entropy estimation method which describes the changes of traffic characteristics is used to determine whether a routing node is suffering from network attacks. Corresponding trust values are allocated to the routing nodes for constructing TRM and trusted transmission paths are discovered by the TR model. Based on the comprehensive consideration of available and trusted resources, a Hybrid Routing (HR) model is proposed, taking into account the traditional QoS parameters and TRM. In the simulation experiments, the TR and HR models-based algorithms are evaluated. The experimental results show that TR and HR algorithms can effectively avoid the routing nodes suffering from network attacks and improve the communication QoS. When considering a scenario of a single attacked node under resource constraints, the average packet pass rate of HR algorithm is about 7.0% higher than that of TR algorithm and about 52.1% higher than that of traditional QoS algorithm.

The Key Metrics of Traditional Market Revitalization from Tenant’s Perspective

The revitalisation of traditional markets in the city of Bandung have long drawn the attention of the municipal government. Since the party defines the existence of traditional markets, the satisfaction of traditional market tenants should be a key performance metric that is used to guide the efforts and measure the success of revitalisation. Surprisingly, studies that investigate factors of tenant satisfaction are scarce; therefore, this study aims to contribute to closing that gap. An exploratory design is used as the method of this study. The factors that contribute to tenant satisfaction are found to be traditional market governance, service and facilities quality and environmental management. Interestingly, market governance is found to contribute the most to tenant satisfaction. These findings show that evaluating current market governance practices must be the first step in improving the competitiveness of traditional markets in Bandung.

A HRGO approach for resilience enhancement service composition and optimal selection in cloud manufacturing.

Cloud manufacturing (CM) establishes a collaborative manufacturing services chain among dispersed producers, which enables the efficient satisfaction of personalized manufacturing requirements. To further strengthen this effect, the manufacturing service composition and optimal selection (SCOS) in CM, as a NP-hard combinatorial problem, is a crucial issue. Quality of service (QoS) attributes of manufacturing services, as the basic criterion of functions and capabilities, are decisive criterions of SCOS. However, most traditional QoS attributes of CM ignore the dynamic equilibrium of manufacturing services and only rely on initial static characterizations such as reliability and availability. In a high uncertainty and dynamicity environment, a major concern is the equilibrium of manufacturing services for recovering their functions after dysfunctional damage. Therefore, this paper proposes a hybrid resilience-aware global optimization (HRGO) approach to address the SCOS problem in CM. This approach helps manufacturing demanders to acquire efficient, resilient, and satisfying manufacturing services. First, the problem description and resilience measurement method on resilience-aware SCOS is modeled. Then, a services filter strategy, based on the fuzzy similarity degree, is introduced to filter redundant and unqualified candidate services. Finally, a modified non-dominated sorting genetic algorithm (MNSGA-III) is proposed, based on diversity judgment and dualtrack parallelism, to address combination optimization step processing in SCOS. A series of experiments were conducted, the results show the proposed method is more preferable in optimal services searching and more efficient in scalability.

Natural language processing approach for appraisal of passenger satisfaction and service quality of public transportation

Owing to the limited-time relevance and labour cost of traditional traffic service surveys, the quantity and quality of the data collected are not satisfactory in many cases. As more people are becoming active on comment websites and given the advances in natural language processing (NLP) techniques, it is feasible to conduct the opinion mining of comments regarding transportation services at large scale and low cost. In this study, >25,900 comments on websites regarding various public transportation services in Shanghai were analysed using NLP techniques, including sentiment analysis to calculate people's satisfaction with different transit facilities, keyword extraction to understand the key point in comments, and co-occurrence analysis to understand the commonality and characteristics of different routes. The sentiment analysis shows that people are more satisfied with traffic hubs than vehicles, and people have the highest level of satisfaction with airports and the lowest level of satisfaction with buses. The keywords classified by sentiment values show the strengths and weaknesses of Bus No. 49. Finally, the authors interpret a few anomalies of the results by tracing the context around the keywords. This study designs an NLP approach of transportation survey to improve the quality of public transportation service.