Service Quality Satisfaction Research Articles

Synergies between resource sustainability and energy performance of cloud servers: The role of virtual machine repacking approach

Dynamic virtual machine (VM) consolidation to combine the workload of active devices and switch idle nodes into low-power states while preserving the quality of service (QoS) guarantee is the primary proposed solution’s goal to maintain dependable services between providers and customers. We propose a multi-step resource provision algorithm to address this issue efficiently. The forwarding step unites the iterative search for critical paths and the priority selection for task layers to reduce the makespan and reach an optimal critical task placement. The backward step trains processing servers against different loads using eclectic utilization levels to guarantee those servers function at their most efficient utilization values. Furthermore, this step optimizes energy consumption and resource diffusion by reallocating the existent VMs and mitigating an attempted overload of machines. Different evaluation metrics are assessed with respect to the number of tasks and VMs. The results show that the proposed paradigm optimizes energy consumption and resource utilization efficiently, lowering the makespan, overhead time, and network utilization and maximizing the throughput productivity and QoS satisfaction.

Numerical Analysis and Service Quality Evaluation of the Fresh Agricultural Produce Supply Chain Platform

The traditional performance evaluation method, which is mainly based on financial indexes, is no longer applicable to the current dynamic, complex, and coordinated evaluation of the service quality of fresh agricultural produce supply chains. Comprehensive evaluations regarding the quality of coordination-based supply chain services are now required. Specific analyses of index weights, the identification of potential problems, the exploration of the best solutions, and efforts to improve the current situation—regarding the circulation of fresh agricultural products—are also required. By carrying out this research, this paper aims to construct a coordination-based service quality evaluation index system for the fresh agricultural produce supply chain platform. The evaluation system that was created covered the four dimensions involved in platform supply chain coordination. These dimensions are capital flow, logistics, business flow, and information flow. On this basis, this study designed a survey questionnaire to collect data to evaluate customer service quality satisfaction. The research used AHP and the Fuzzy Comprehensive Evaluation method to calculate and analyze indexes and models in the “Fresh Networking” project. Furthermore, this paper proposed a sensitivity analysis model of MCDM evaluation indexes and their weights. In order to verify whether the numerical analysis method was suitable for use in the MCDM evaluation system, in this paper, the sensitivity analysis process of the indexes and their weights was introduced in the evaluation of the “Fresh Networking” project. The evaluation results may reflect the real quality of service in the “Fresh Network” supply chain. The final conclusion to be drawn from this paper is that capital flow is the most sensitive weight, which means that it should be designed and implemented in accordance with optimization-based decisions. The novelty of this paper lies in: (1) the proposal of a coordination-based service quality evaluation index system which includes four dimensions: capital flow, logistics, business flow, and information flow; (2) the design of a research questionnaire for data collection; and (3) the introduction of an improved sensitivity analysis method for the MCDM index. The results presented in this paper will enrich the theoretical research related to MCDM in supply chain evaluations. The results of the analysis can be used to guide supply chain decision makers to make optimization decisions accordingly, which will ensure overall benefits in terms of supply chain coordination, improving the capacity of preservation services, and loss reduction.

An investigation on the use of digital marketing towards the customer satisfaction and brand loyalty of hotels/ restaurants sector in Saudi Arabia

The goal of this study is to evaluate the way digital marketing (DM) works in increasing customer satisfaction (CS) and brand loyalty (BL) at the Saudi Arabian Restaurants. The study uses 7 variables for analysis such as Service quality satisfaction (SQS) Digital engagement satisfaction (DES) Recommendation Likelihood (RL) Digital Promotions (DP) Online Presence Perception (OPP) Promotions Effectiveness (PE) Social Media Engagement (SME). Data from customers using digital media has been gathered through questionnaires. 410 respondents provided the data, which was then examined using SPSS and AMOS. The study will give management the knowledge they need to modify procedures and train employees in order to satisfy customers and promote BL. Future research can be done across several corporate sectors and cultural contexts. The premise for this study is provided by this paper, which also offers managers useful guidance regarding how to train employees to increase consumer satisfaction and BL.

Customer satisfaction of goat kids using Customer Satisfaction Index and Importance Performance Analysis (case study in goat production farm of East Java Livestock Agency)

This study aims to analyze customer satisfaction of goat kid and service quality attributes that are a priority to increase customer satisfaction. This research was conducted at Goat Production Farm of East Java Livestock Agency in Toyomarto Village, Singosari District, Malang, East Java, which is a producer of Etawa Crossbreed and Senduro goats. Respondents of this research were carried out using the total sampling method of buyers of goat kid from 2021 to 2023 with a total of 16 respondents. The research variables represent the elements of the marketing mix known as the 7P (product, price, place, promotion, process, physical evidence, and people) which are divided into 17 attributes. Primary data in this study were obtained through surveys and interviews assisted with instruments in the form of questionnaires. At the same time, the secondary data in this study were performance reports and literature. The results showed a customer satisfaction index of 74.02% in the good category. The main priority for performance improvement can be made to improve the genetic quality of parents in order to produce good quality offspring, completeness of sales supporting documents, adequacy of sales promotion information, after-sales service in the form of customer technical assistance. Furthermore, the mechanism determines the price of goat kid, the ease of the payment process through receipts, the availability of non-cash payments, and the existence of proof of payment accompanied by agency identity.

User Scheduling and Power Allocation for Precoded Multi-Beam High Throughput Satellite Systems With Individual Quality of Service Constraints

For extensive coverage areas, multi-beam high throughput satellite (HTS) communication is a promising technology that plays a crucial role in delivering broadband services to many users with diverse Quality of Service (QoS) requirements. This article focuses on multi-beam HTS systems where all beams reuse the same spectrum. In particular, we propose a novel user scheduling and power allocation design capable of providing guarantees in terms of the individual QoS requirements while maximizing the system throughput under a limited power budget. Precoding is employed in the forward link to mitigate mutual interference among the users in multiple-access scenarios over different coherence time intervals. The combinatorial optimization structure from user scheduling requires an extremely high cost to obtain the global optimum even when a reduced number of users fit into a time slot. Therefore, we propose a heuristic algorithm yielding a good trade-off between performance and computational complexity, applicable to a static operation framework of geostationary (GEO) satellite networks. Although the power allocation optimization is signomial programming, non-convex on a standard form, the solution can be lower bounded by the global optimum of a geometric program with a hidden convex structure. A local solution to the joint user scheduling and power allocation problem is consequently obtained by a successive optimization approach. Numerical results demonstrate the effectiveness of our algorithms on GEO satellite networks by providing better QoS satisfaction combined with outstanding overall system throughput.

PENGARUH KUALITAS KERJA DAN PROFESIONALISME KERJA TERHADAPKUALITAS PELAYANAN DI BADAN KEPEGAWAIAN DAN SUMBER DAYA MANUSIA KOTA PADANG

This research was conducted to determine, and identify whether there is a significant effect of work quality and work professionalism on service quality. This research was conducted at the Agency for Personnel and Human Resources Development (BKPSDM) Padang City. This study used a quantitative. Determination of the sample in this formula slovin sampling, a sample of 97 employees who had received service at the Agency for Personnel and Human Resources Development (BKPSDM) of Padang City was obtained. The data in this study were collected through questionnaires distributed to respondents. Data analysis was performed using classical assumption test and multiple linear regression. The results of processing this data analysis indicate that there is a positive influence on the quality of work on the Quality of Service at BKSDM Adjusted R Square of 0.180%, the significance value of 0.000 is less than 0.05. Work professionalism has a significant effect on satisfaction of Service Quality Adjusted R Square by 0.265%. the significance value of 0.000 is less than 0.05. parsialeously work quality and work professionalism have a significant effect on service quality of 0.176%, the significance value of 0.000 is less than 0.05.

Cooperative MEC With Non-Uniform User Density: Resource Planning and State Control Optimization

Mobile edge computing (MEC) allows mobile devices to offload computationally intensive tasks to nearby base stations equipped with computational resources. MEC also provides a solution for supporting low latency responses. However, MEC increases the system power consumption by adding extra computational units. It is important to carefully plan computational resources to achieve a balance between quality of service (QoS) and power consumption. Moreover, the MEC system control should shut down unused resources when traffic rates fall to further decrease the power consumption. In this letter, we investigate a workload-based core power state control for cooperative MEC systems and a heterogeneous resource planning method. We also formulate a joint resource planning and workload-threshold optimization problem for power consumption minimization. The problem is solved using a hybrid method using metaheuristic and heuristic algorithms. The problem is first solved for an equivalent uniform system using integer gaining and sharing knowledge (IGSK). The resources are then redistributed over the base stations using a heuristic that considers the effect of power state control on core distribution. The results show that the iterative algorithm can accomplish a satisfactory QoS with the same number of resources obtained by other approaches or less. Additionally, threshold control reduced the system power consumption by 19.6%.

A Study on Air Traveller’s Satisfaction of Service Quality for Jaipur International Airport (JIA)

This paper explores on service quality of an Jaipur International airport, which is more influenced on the passenger satisfaction. Measuring and improving service quality has become an important. The quality of airport services for passenger is investigated in this paper using Airport Council international Airport service Quality (ASQ) method. The data were collected through structured questionnaire addressed to departing and arrival passengers. Passengers expressed their perceptions according to an ordinal verbal scale about some service factors concerning aspects such as Check-In, security, Airport facilities, access, and arrival services etc. We propose an ordered ACI ASQ model with the aim to investigate on the result from the analysis has suggested that all the dimensions of service quality influences the passenger satisfaction. The information endowed with the study can be used for designing the marketing strategies to improve the passenger satisfaction in aviation industry.

IACRA: Lifetime Optimization by Invulnerability-Aware Clustering Routing Algorithm Using Game-Theoretic Approach for Wsns.

Energy limitation is one of the intrinsic shortcomings of wireless sensor networks (WSNs), although it has been widely applied in disaster response, battlefield surveillance, wildfire monitoring, radioactivity detection, etc. Due to the large amount of energy consumed for data transmission, how to prolong the network lifespan by designing various hierarchical routing protocols has attracted more and more attention. As a result, numerous achievements have emerged successively. However, these presented mechanisms can rarely guarantee the satisfactory quality of service (QoS), while lowering the energy cost level of WSNs. Meanwhile, invulnerability is undoubtedly an excellent quantitative index to assess QoS. Therefore, it is critical to develop a practical routing method to optimize network lifetime by considering both invulnerability and energy efficiency. Game theory is suitable for such a critical problem as it can be used in node or at network level to encourage the decision-making capabilities of WSNs. In this paper, a novel invulnerability-aware clustering routing algorithm (IACRA) using game-theoretic method is proposed to solve the predicament. The core features of the addressed game-theory-based routing protocol include integral invulnerability awareness, optimal cluster head selection in hierarchical routing, distance-aware cluster head discovery, and cluster rotation update mechanism for lifetime optimization. Particularly, the integral network invulnerability based on weighted fusion is constructed for further defining the profit model by combining the invulnerability indicators used to evaluate the local and whole network. Meanwhile, the optimal probability function of every node elected as CH in per cluster is established through the game between invulnerability and node energy consumption. In addition, the cluster update mechanism base on cluster rotation is proposed to avoid the rapid death of nodes with large energy consumption for maximizing network lifetime. The experimental results indicated a significant improvement in energy balance as well as in invulnerability compared with the other three kinds of well-known clustering routing protocols including GEEC (Game-theory-based energy efficient clustering routing protocol), HGTD (Hybrid, game-theory-based distributed clustering protocol), and EEGC (Efficient energy-aware and game-theory-based clustering protocol). Concretely, at the 400 communication rounds, the invulnerability of IACRA was higher than that of GEEC, HGTD, and EEGC by 77.56%, 29.45% and 15.90%, respectively, and the average residual energy of IACRA was 8.61%, 18.35% and 6.36% larger than that of GEEC, HGTD, and EEGC, respectively. Based on these results, the proposed protocol can be utilized to increase the capability of WSNs against deterioration of QoS and energy constraints.

Last-mile delivery optimization considering the demand of market distribution methods: A case studies using Adaptive Large Neighborhood Search algorithm

Based on the current situation and problems of transportation "last mile" transportation distribution, this paper establishes a path optimization model based on user distribution methods from the perspective of market preference for transportation distribution methods, designs an Adaptive Large Neighborhood Search (ALNS) algorithm, and builds a user portrait based on the solution algorithm and the construction method. Based on the solution algorithm and the user portrait construction method, the solution scenario is established, and the distribution route and transportation distribution method are planned based on five real location data. Through the analysis of the solution scenarios, it can be obtained that after the optimization of the model, the transportation distribution cost of enterprises can be reduced, and the satisfaction of the transportation distribution service quality can be improved. The higher the complaint cost, the lower the total transportation and distribution cost, and the higher the satisfaction rate; the higher the time window penalty cost, the higher the total distribution cost, and the lower the satisfaction rate. Through several model comparisons, it is found that the optimized model has obvious advantages in transportation cost and good performance in transportation service satisfaction. To further strengthen the promotion and application of the distribution path optimization model, countermeasures are proposed in three aspects: establishing a unified end transportation information service platform, increasing the investment in end transportation path optimization, and strengthening the formulation of supporting policies to realize the optimization of end distribution services.

Investigating the Service Quality of Kocaeli Tram Service Using Artificial Neural Networks

Service quality is one of the main issues that today's world. Firms operating in the transportation sector are also trying to improve the quality of the service they provide to their passengers. It is crucial to determine the passengers' service quality perceptions and priorities to evaluate and improve the service in this context. In this study, Kocaeli's tram service users' service quality perceptions have been evaluated by applying a survey consisting of 20 questions and user satisfaction levels from different service dimensions. Later, an artificial neural network model was developed using the users' demographic data and their responses to the survey questions to mimic their service quality satisfaction. The artificial neural network model developed has been examined to understand the importance that tram users give to service quality. Using the developed the “change of score” method, how the changes to be made in the tram system will affect the quality of service and how the opinions of different user groups will be affected can be examined in detail. The artificial neural network model's prediction capability was compared with the multiple linear regression model and found superior. According to the developed Change of Score Method, the most frequent user attaches the highest importance to the service dimensions of the convenience to pay for the tram, getting his/her destination on time, and reducing environmental pollution.

Distributed Deep Reinforcement Learning-Based Spectrum and Power Allocation for Heterogeneous Networks

This paper investigates the problem of distributed resource management in two-tier heterogeneous networks, where each cell selects its joint device association, spectrum allocation, and power allocation strategy based only on locally-observed information without any central controller. As the optimization problem with devices’ quality-of-service (QoS) constraints is non-convex and NP-hard, we model it as a Markov decision process (MDP). Considering the fact that the network is highly complex with large state and action spaces, a multi-agent dueling deep-Q network-based algorithm combined with distributed coordinated learning is proposed to effectively learn the optimized intelligent resource management policy, where the algorithm adopts dueling deep network to learn the action-value distribution by estimating both the state-value and action advantage functions. Under the distributed coordinated learning manner and dueling architecture, the learning algorithm can rapidly converge to the optimized policy. Simulation results demonstrate that the proposed distributed coordinated learning algorithm outperforms other existing learning algorithms in terms of learning efficiency, network data rate, and QoS satisfaction probability.

Measuring Community Satisfaction in Local Authority: Important Satisfaction Analysis

Local authority has the imperative rules to obtain community satisfaction through its performance. Quality services delivered to community driving prosperous local authority to delight community. Therefore, this research attempt to develop framework on community satisfaction through service quality dimensions. Important satisfaction analysis is deployed to measure community satisfaction towards service quality provided by local authority. The gap from this analysis enables to cater the level of importance and satisfaction of service quality provided by local authority. This method proposed in this study facilitates local authority to perform service excellence for the community.

SDN-Based Service Mobility Management in MEC-Enabled 5G and Beyond Vehicular Networks

The next-generation mobile cellular networks are dedicated to providing a valued and unique service experience by supporting ultrareliable and low-latency communication (URLLC), high throughput, and high availability. Multiaccess edge computing (MEC) is an emerging network solution that provides services and computing functions on edge nodes to provide users with a reliable and high-quality service experience. However, achieving satisfactory Quality of Service (QoS) for diverse service requests in a mobile environment is challenging because of the densely deployed yet resource-constrained MEC servers. A solution to ensure continued service quality is to migrate the services according to the mobility of users. However, in a highly mobile environment such as vehicular communications, this may result in a repeated relocation of services, incurring high operational costs and poor utilization of network resources. Moreover, each service has its own set of communication requirements, such as delay and bandwidth. Meeting these requirements in a highly dynamic and complex vehicular environment is an exacting challenge. Software-defined networking (SDN) concepts are leveraged in MEC to provide a unified control plane interface that performs effective network and service mobility management, to manage the heterogeneity of service requests within the resource-constrained MEC servers. We conducted various Proof-of-Concept (PoC) experiments in an overlapped vehicle-to-everything (V2X) networking environment to demonstrate the feasibility of our proposed system that ensures interconnection and federation among distributed MEC servers and mobile networks.

Pengaruh Kualitas Pelayanan Jasa Dan Penetapan Harga Terhadap Kepuasan Dan Loyalitas Konsumen Pada Hotel Bintang III Di Kota Tenggarong Kabupaten Kutai Kartanegara

Abstract :The purposes of this study are (1) know simultaneously the effect of service quality and price takingon customer satisfaction in Three Stars Hotel in Tenggarong Kutai Kartanegara Regency, (2) Toknow direct effect of service quality on customer satisfaction in Three Stars Hotel in TenggarongKutai Kartanegara Regency, (3) To know direct effect of price taking on customer satisfaction inThree Stars Hotel in Tenggarong Kutai Kartanegara Regency , (4) To know direct effect of customersatisfaction on loyalty customer in Three Stars Hotel in Tenggarong Kutai Kartanegara Regency.Data tool of analysis that is used to analyze this result of the reseach is quantitative approached. It isPath Analysis. It is used the structural model by two steps and the result of analysis is producingequation models as following:Y1= 0,466X1+ 0,103 X2Y2= 0,449 Y1The result of this study showed that based on the simultant test result is reached by F counts as18,339 (p value = 0,000<0,05). It means that there is a significant effect among service quality andprice taking on simultaneously customer satisfaction. Then, there is a dirrect effect of service qualityon customer saticfaction with the coefficient 0,466. Significant at 5,559 on t_statistic, and then directeffect of price taking on customer satisfaction, the coefficient is 0,103. Significant at 2,251 ont_statistic. Then for customer satisfaction on loyalty costumer the coeficient as 0,449, significant at5,336 on t_statistic.Thus, the simultant test result of service quality and price taking on customer satisfaction produces R2= 0,247. Meanwhile, the effect of customer satisfaction on loyalty customer produces R2 = 0,201. Itmeans that the percentage of the effect of satisfaction on loyalty is 20,1%.

Mediating effect of customer satisfaction on the relationship between core service quality and behavioral intentions in liner shipping

Liner shipping, which offers the door-to-door transportation service, has pre-determined departure, arrival and transfer ports and carries cargo mainly through container ships, has been playing a key role in the global cargo transportation industry for more than 60 years and is still growing rapidly. Therefore, understanding of the relationship between service quality, customer satisfaction and behavioral intentions in liner shipping is of critical importance for global competition. From this standpoint, this study aims to determine whether customer satisfaction creates an alternative effect through its mediating effect on the causal relationship between core service quality and customers’ behavioral intentions in liner shipping sector. To do so, it obtains data through survey from forwarder companies that operate in Turkey and analyzes the obtained data using SPSS v22 and AMOS v22 statistical package software. This study concludes that core service quality has a positive effect on customer satisfaction and behavioral intentions, and that customer satisfaction has a mediating effect on the relationship between core service quality and behavioral intentions. It reveals that core service quality and customer satisfaction are important constructs for future behavioral intentions. In conclusion, this study suggests that business managers in liner shipping sector need to incorporate core services that will positively affect customer satisfaction in their marketing policies, and to engage in managerial activities that enhance customer satisfaction.

Factors influencing satisfaction of antenatal service quality in public and private hospitals in Lusaka, Zambia

Almost all maternal deaths occurring in developing countries are due to complications arising during antenatal, intra-partum and immediate postnatal period. Of these deaths more than half of them occur in sub-Saharan Africa and one third occur in South Asia. Most causes of these deaths are easily preventable through antenatal care in pregnancy, skilled care during childbirth, and care and support in the weeks after childbirth. In many African countries the coverage antenatal is increasing but the coverage alone does not provide information on quality of care, and poor quality in antenatal, clinics, correlated with poor service utilisation, is common in Africa. The purpose of this study was to assess factors influencing antenatal service quality in public and private health facilities in Lusaka District, Zambia, focusing on expectant mothers’ perspectives. A cross-sectional, descriptive, correlational design was used to examine the relationships between expectations, the quality of antenatal, personal characteristics and the type of provider with overall satisfaction, as well as with satisfaction with each of the following dimensions: Tangibility, reliability, responsiveness, assurance and empathy.

The Effect of Image, Service Quality, and Reputation on Customer Satisfaction And Loyalty: A Study in Bpjs for Employment at the Yogyakarta Branch Office

This study was conducted to determine the effect of image, service quality, and reputation on customer satisfaction and loyalty. The method used was the Structural Equation Modeling analysis which incorporated qualitative methods. The data were obtained from questionnaire results taken from 268 respondents of BPJS for Employment participants. The results of this study generally indicate four points. First, the image of BPJS for Employment positively affects service quality, reputation, and customer satisfaction. Second, service quality positively affects consumer satisfaction and the reputation of BPJS for Employment. Third, customer satisfaction positively affects reputation and consumer loyalty. Fourth, BPJS for Employment's reputation positively affects customer loyalty.

Analysis of Effect Service Quality and Customer Satisfaction on Customer Loyalty Burger Restaurant Bangor Medan

This study is to analyzes the effect of service quality and customer satisfaction on consumer loyalty at Restaurant Burger Bangor Medan. The population in this study was at Restaurant Burger Bangor Medan. The number of samples in this study was 83 customers with a saturated sampling technique. The analysis technique uses multiple linear regression analysis. The results showed (1) results showed that partially the service quality variable affected customer loyalty at Burger Bangor Restaurant Medan City. (2) The results showed that partially the variable Consumer Satisfaction affected Customer Loyalty at Burger Bangor Restaurant Medan City (3).

펜션 서비스품질이 재방문의도에 미치는 영향에 관한 연구

This study aims to provide a systematic and comprehensive explanation of the effect of pension service quality on revisit intention for customers who have experienced pension facilities. Interaction quality, physical environment and accessibility had been set as influential variables that might affect customer satisfaction, customer trust, and revisit intention. In order to empirically verify the established hypothesis, data were collected through a questionnaire survey, and structural equation analysis was conducted using SPSS and AMOS programs. As a result, it was confirmed that the relationship between service quality and customer satisfaction had been supported, while the relationship between service quality and customer trust had been partially supported. Moreover, the relationship among the satisfaction, trust and revisit intention had been all accepted. Through the study, we expect this study will help with expanding the scope of future studies on pension management.