User Expectations Research Articles

Ascendancy of coworking space: user perceptions toward workspace features

Purpose This research paper aims to provide recommendations for enhancing the service quality of coworking spaces in Malaysia through effective workplace management. This study emphasizes the importance of avoiding over-promising and under-delivering, prioritizing cleanliness, functionality and customer satisfaction over profit to prevent user attrition. Design/methodology/approach Questionnaire surveys were administered to users of selected coworking spaces in Kuala Lumpur, Malaysia. Respondents were asked to assess both their expectations and perceived performance of various coworking space features. The resulting gap scores were then analyzed to develop recommendations for enhancing the overall performance of these coworking spaces. Findings The analysis of the responses indicated that users had higher expectations for “location” and “facilities services,” while the actual service performance in these areas was less satisfactory. Among the nine sub-attributes under “facilities and services,” three (opening hours, coffee and tea corner, café or restaurant) received negative gap scores, significantly affecting overall user satisfaction. Therefore, it is strongly recommended that coworking space managers prioritize the consistent provision and maintenance of these key features to better meet user demands and enhance satisfaction levels. Originality/value This study is innovative in applying a gap analysis approach to coworking spaces, identifying discrepancies between user expectations and actual service performance. This method provides a deeper understanding of the areas that require improvement, contributing to more user-centered coworking space management.

Developing a quality indicator system for evaluating internet plus home care nursing services based on the SERVQUAL model: a Delphi-analytic hierarchy process study

Background In the context of global population aging and the rapid development of information technology, the demand for Internet Plus Home Care Nursing (Internet+ HCN) services have been on the rise, especially in China. Internet+ HCN services have the potential to maximize existing human resources to counter the shortage of medical healthcare services. However, at present, Internet+ HCN services are difficult to scale due to the lack of standardized service quality governance. Quality indicators for service evaluation of Internet+ HCN services are under-defined. Objective To develop a quality indicator system for evaluating Internet+ HCN services, and to shed theoretical light on assessing mHealth service quality from a user experience perspective. Methods An initial quality indicator system was established based on scenarios related to Internet+ HCN services. The Delphi Method was applied to modify the indicators according to experts’ opinions, and the analytic hierarchy process (AHP) was applied to calculate the indicator weight. Finally, a quality indicator system for evaluating Internet+ HCN services was developed based on the SERVQUAL model. Results Altogether, 17 experts from relevant fields such as nursing education, clinical nursing, health management, and health informatics were consulted through email surveys. The response rates in both rounds of Delphi and the AHP were 100%. The average expert authority coefficients were 0.912 and 0.925 respectively in the two rounds of Delphi. Kendall’s W, indicating variation coefficients, ranged from 0.262 to 0.265. Finally, a quality indicator system for evaluating Internet+ HCN services, comprising five primary indicators and 15 secondary indicators, was developed. Primary indicators and their AHP generated the following weights: assurance (0.245), reliability (0.240), tangibles (0.192), responsiveness (0.190), and empathy (0.132). Conclusions By measuring the services quality gap between user expectations and perceptions, the proposed SERVQUAL model-based quality indicator system shows potential in improving the quality of Internet+ HCN services through the perspective of user experiences.

Exploration of Reliability and Security of E- Banking: Selected Urban Cooperative banks

The rise of E-banking has introduced unprecedented convenience and accessibility for users, transforming traditional banking operations into efficient online experiences. However, this shift brings challenges, particularly in terms of security and reliability, as users now expect robust protections for their financial data and consistent, dependable service. This study investigates the perceptions of security and reliability in digital banking among 290 urban cooperative banking customers. Using factor analysis, we explore key dimensions of e-banking services, focusing on elements like encryption, biometric security, and trust in transaction reliability. The analysis identified two primary factors: security and reliability, each with distinct contributions to overall user satisfaction. The factor loadings revealed that users had mixed confidence in encryption technologies and data privacy measures, with some expressing high levels of satisfaction, while others indicated significant concerns. Additionally, reliability emerged as a critical factor, with findings indicating that a notable portion of customers were dissatisfied with the timeliness and trustworthiness of e-banking services. For data collection, a structured survey measured responses on a five-point Likert scale, assessing variables such as trustworthiness, encryption effectiveness, privacy maintenance, and personal security practices. Through the use of descriptive and factor analysis, we quantified customer sentiments and identified patterns in user satisfaction. The results suggest that while there is moderate confidence in digital banking security, the reliability of service delivery remains an area for improvement. Banks should consider addressing these findings by enhancing transparency in their security protocols and strengthening service consistency to better meet user expectations in digital banking environments.

A fine-tuning enhanced RAG system with quantized influence measure as AI judge

This study presents an innovative enhancement to retrieval-augmented generation (RAG) systems by seamlessly integrating fine-tuned large language models (LLMs) with vector databases. This integration capitalizes on the combined strengths of structured data retrieval and the nuanced comprehension provided by advanced LLMs. Central to our approach are the LoRA and QLoRA methodologies, which stand at the forefront of model refinement through parameter-efficient fine-tuning and memory optimization. A novel feature of our research is the incorporation of user feedback directly into the training process, ensuring the model’s continuous adaptation to user expectations and thus, improving its performance and applicability. Additionally, we introduce a Quantized Influence Measure (QIM) as an innovative “AI Judge” mechanism to enhance the precision of result selection, further refining the system’s accuracy. Accompanied by an executive diagram and a detailed algorithm for fine-tuning QLoRA, our work provides a comprehensive framework for implementing these advancements within chatbot technologies. This research contributes significant insights into LLM optimization for specific uses and heralds new directions for further development in retrieval-augmented models. Through extensive experimentation and analysis, our findings lay a robust foundation for future advancements in chatbot technology and retrieval systems, marking a significant step forward in the creation of more sophisticated, precise, and user-centric conversational AI systems. We make the dataset, the data processing package huggify-data, the model, and the app publicly available for the community.

IShapEditing: Intelligent Shape Editing with Diffusion Models

AbstractRecent advancements in generative models have enabled image editing very effective with impressive results. By extending this progress to 3D geometry models, we introduce iShapEditing, a novel framework for 3D shape editing which is applicable to both generated and real shapes. Users manipulate shapes by dragging handle points to corresponding targets, offering an intuitive and intelligent editing interface. Leveraging the Triplane Diffusion model and robust intermediate feature correspondence, our framework utilizes classifier guidance to adjust noise representations during sampling process, ensuring alignment with user expectations while preserving plausibility. For real shapes, we employ shape predictions at each time step alongside a DDPM‐based inversion algorithm to derive their latent codes, facilitating seamless editing. iShapEditing provides effective and intelligent control over shapes without the need for additional model training or fine‐tuning. Experimental examples demonstrate the effectiveness and superiority of our method in terms of editing accuracy and plausibility.

Application and optimisation of intelligent control system for home robots

Abstract. As a significant part of the smart home, intelligent home robots can provide a variety of convenient home services such as automatic cleaning, elderly care, entertainment interaction, etc., which are highly valued and favoured by the majority of home users, and the market scale is expanding. However, the design and optimization of the control system represents a crucial technical challenge to truly realize the intelligence and autonomy of home robots. This paper presents a comprehensive analysis of the design and optimization of automatic control systems for intelligent home robots, which aims to improve the performance and user experience of intelligent home robots and better meet the needs of families. Through collection and analysis of the research on domestic robots and their control technology ,the core technical elements of the control system are summarized and refined, and the hardware structure and software framework of the control system are analyzed. The research results provide valuable insights for improving the performance and capabilities of home robot control systems to better meet the diverse needs and expectations of home users. These innovations provide a solid foundation for advancing the development of intelligent robots in the home. Future trends in control systems may include enhanced perceptual capabilities and decision-making intelligence to enable robots to better understand and meet the needs of home users.

User engagement in digital curation: A systematic review and synthesis

This review article synthesizes current research findings to propose effective strategies for measuring and enhancing user engagement in digital curation. This review article synthesizes current research findings to propose effective strategies for measuring and enhancing user engagement in digital curation. By establishing comprehensive frameworks and methodologies, researchers and practitioners can gain deeper insights into user behaviors, preferences, and interactions with curated content. This understanding will improve digital curation practices, ensuring curated resources meet user expectations and needs. The review identifies best practices, offers actionable recommendations, and highlights the critical need for robust user engagement strategies. Through systematic analysis of existing literature, it empowers the digital curation community to develop more effective strategies for managing and curating digital resources, ultimately enhancing user experience and engagement across diverse digital platforms.

Ergonomics in Bicycle Saddle Design: Application of TRIZ Innovation System Method with IPA-Kano Model Validation

This study investigates the innovative design of a bicycle saddle by incorporating sustainable ergonomics, universal design principles, and systematic innovation methods. Initially, the literature related to bicycle saddle design and its impact on the human body during riding was analyzed. The TRIZ contradiction matrix was then used to identify relevant invention principles, which served as references for the innovative design of the bicycle saddle. Biomechanics and the human–machine system analysis within human factors engineering were applied to ensure the innovative design is ergonomic and user-friendly. The design features a horizontally expandable and foldable bicycle saddle, enhancing its adaptability and sustainability. Universal design principles were applied to make the innovative design more accessible to the general public, and the prototype was simulated using Inventor drawing software. The research results include: (1) An innovative bicycle saddle design with horizontal expansion and folding functions is proposed. This design divides the saddle into three components, enabling the left and right parts to expand or retract based on user preferences. (2) A bicycle backrest design featuring vertical adjustability is introduced. It incorporates a quick-release adjustment mechanism at the junction of the backrest and saddle, allowing users to freely adjust the backrest height. (3) A quick-operation bicycle saddle design is presented, utilizing quick-release screws to facilitate the swift operation of the horizontal expansion and folding mechanisms. This validation method confirmed that the innovative design meets both sustainable ergonomic standards and user expectations. The systematic innovation approach used in this study can serve as a valuable reference for future research and design applications.

Analisis Tingkat Kepuasan Pengguna Aplikasi Pengelolan Persediaan BMD di SMK Negeri 17 Jakarta Menggunakan Metode Service Quality

This study aims to analyze user satisfaction with the inventory management application for Regional-Owned Assets (BMD) at SMK Negeri 17 Jakarta using the SERVQUAL method. The application was implemented to enhance asset management efficiency, but challenges such as data inaccuracies and limited user skills hinder its effectiveness. The SERVQUAL method evaluates five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy, by measuring the gap between user expectations and perceptions. The findings reveal that all service quality dimensions have negative GAP values, particularly in reliability and tangibles, indicating that the application has not fully met user expectations. Therefore, improvements in system reliability, application design, and technical training are essential to optimize the use of the application for effective asset management in the school.

Developing Marketing Strategy for User-Generated Content: Study Case for Company X

This study investigates strategies to enhance user-generated content (UGC) growth for Company X, a part of Company X, to address the declining trend in UGC contributions and increasing operational costs. The study employs a qualitative methodology, including in-depth interviews with Company X users and content creators, to identify user personas, motivations, and preferences. External analyses such as PESTEL, competitive analysis, and internal SWOT analysis are used to frame the problem. The results suggest that enhancing the reward system, aligning incentives with user expectations, and improving platform engagement can increase UGC contributions. The proposed strategies aim to leverage UGC to reduce costs and boost user engagement and retention, supporting Company X’s future growth.

Analisa Tingkat Kepuasan Pelayanan pada Aplikasi PLN Mobile dengan Metode Service Quality

This study aims to analyze user satisfaction with the PLN Mobile application using the Service Quality (SERVQUAL) method. PLN Mobile is a digital innovation from PLN, offering services such as electricity payment, token purchase, and e-commerce for electrical equipment. The SERVQUAL method assesses the gap between customers' expectations and perceptions across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data collection involved questionnaires focusing on users' perceptions and expectations, complemented by direct observations of user interactions with the application. The findings reveal negative gaps across all Service Quality dimensions, indicating that customer perceptions fell short of their expectations. The largest gap was identified in the assurance dimension (-23.2), followed by responsiveness (-16.88). The tangibles dimension also showed significant shortcomings (-8.48), mainly concerning the application's interface and functionality. While the application performed relatively well in terms of reliability and responsiveness, substantial improvements are needed across all dimensions to enhance user satisfaction. These results offer strategic insights for improving PLN Mobile to become more responsive, reliable, and aligned with user needs in the future.

Evaluasi Kegunaan Website Mahasiswa Universitas Amikom Purwokerto Menggunakan Metode Usability Testing

The purpose of this research is to evaluate the usability of the website by students of Amikom University Purwokerto using the usability testing method. In today's digital world, websites have become the primary tools for communication and information for educational institutions. Therefore, it is important to ensure that the website meets the needs and expectations of users. The methods used in this study include data collection through a questionnaire designed to measure five key variables: learnability, efficiency, memorability, errors, and user satisfaction. This questionnaire was distributed to students to gather comprehensive feedback regarding their experiences while using the website.The research results indicate that there are many aspects that need improvement to enhance the user experience, including ease of navigation and the speed of information delivery. The lower scores on the memorability index suggest that users experience difficulties recalling how to use certain functions after not visiting the website for a certain period. Additionally, several performance issues and errors were found that could hinder users from achieving their goals on the website. We hope that these findings can provide useful recommendations for the development of educational websites to be more efficient and user-friendly. Given the negative aspects identified, it is hoped that the user experience can be improved so that the website can function as a source of information and services for students.

Inquiring the robot operating system community on the state of adoption of the ROS 2 robotics middleware

AbstractThe robot operating system (ROS) is a well-established and popular open-source robotics middleware used for rapid prototyping of robotic applications. However, ROS has several known weaknesses, such as lack of support for real-time systems and limitations in fully distributed deployments with multiple robots. To address these weaknesses, ROS underwent a major update and the first version of ROS 2 was released back in 2015, being lingeringly adopted by the community in recent years. Yet, long-term support for ROS 1 will come to an end on May 2025. As such, it is more important than ever to analyze and explore the features of ROS 2, and understand its technological readiness. This work focuses on the state of adoption of ROS 2. Specifically, the article presents a user experience questionnaire targeting the ROS community to understand the more eminent needs with respect to ROS 2, determine the current levels of adoption, and identify what is holding the community back from migrating their ROS 1 applications to ROS 2. Results with more than 100 participants from around the world show that the community is aware of ROS 2 and the middleware is addressing most user expectations. We unveil the main reasons given for not migrating to ROS 2, further understand the community’s views on ROS 2, and identify what is missing to anticipate ROS 1 users migrating to ROS 2 and make ROS 2 widely adopted. Moreover, we gather important impressions on the appropriateness of ROS 2 for multi-robot system use cases.

Market concentration of the Brazilian hospital medical supplementary health system

BackgroundThe Brazilian supplementary health market has undergone transformations in recent years due to constant mergers and acquisitions of by large corporations, contributing to the increase in market concentration, especially in the poorest and least developed regions of the country. Thus, given the care it provides and its economic relevance, understanding the fundamentals of these movements, the likely consequences and trends for the health market are relevant, important, and strategic.ObjectiveTo understand the general and specific context of Brazilian supplementary health, its scenarios, and trends, with emphasis on the analysis of market concentration and recent mergers and acquisitions.MethodologyThe research is applied, descriptive and exploratory and uses secondary data from various sources, submitted to quantitative data analysis methods. The data are organized into three groups: historical and regulatory documents; industry data; and market.ResultsThe results show the growing concentration of the market promoted by large publicly traded corporations, the growing relevance of tech startups on the healthcare landscape, the predominant use of the relative valuation model, with implicit multiples for asset pricing and the prevalence of corporate health plans.ConclusionThe growing concentration of the system projects a market with fewer options and less competitiveness, since the growth of large operators is evident, in addition to the relevant increase in the number of complaints from users of the system, which signals the growing gap between the expectations of users and the levels of quality care offered. The study also highlights the predominance of corporate health plans, revealing the direct relationship between access to supplementary health services and employability rates. The analysis of M&A operations, in addition to the increase in market concentration, reveals the prevalence of the use of the relative valuation model and implicit multiples for the pricing of traded assets. This denotes the future expectation of wealth generation, at least equivalent to the historical series of the sector, on the part of investors, whose frustration may signal the decreasing attractiveness of resources and M&A operations in the sector in the coming years.

Development of a Professional Identity Scale for Information Professionals

Professional identity is generally defined as one’s interpretation of self as a professional in connection with the personal and professional experiences, attitudes, and aspirations. The research used the framework developed by Pierson et al. (2019), value statements from major professional associations, library and information science (LIS) literature to revise a professional identity scale for counseling profession developed by Woo and Henfield (2015). The developed instrument will be reviewed by small number of experts (N≈20) for content validation. The instrument will be sent out to LIS professionals via mailing lists for construct validation. LIS professionals who have just transitioned from school to work (graduated from LIS programs in the last 5 years) will be invited to participate in the study. The final instrument will include demographic questions (e.g., age, gender), highest degree achieved, employment status, and LIS job experience. Exploratory factor analysis will be carried out to identify the factor structure of the scale and relevant tests (e.g., Kaiser-Meyer-Olkin, Bartlett's test of sphericity) will be performed to investigate and assess the professional identity constructs that will emerge from the data. Confirmatory factor analysis will be conducted to obtain additional measures of fit and possibly explore additional changes. As the profession goes through a transformation and recalibrates itself to stay relevant and better address the needs and expectations of users, having a validated and reliable instrument to assess the professional identity of the professionals in the field will help address this gap.

Voice Unbound: The Impact of Localization and Experience on Continuous Personal Voice Assistant Usage and Its Drivers

This research explores the key factors driving the continuous use of Personal Voice Assistants (PVAs), particularly emphasising the roles of localization and experience in shaping these behaviours. Data has been gathered from 1041 PVA users through an online survey. By integrating psychological (Attitude, Enjoyment, and Personal Innovativeness), technological (Perceived Ease of Use and Usefulness), and social (Subjective Social Norms) factors, the study uncovers the complex mechanisms that influence users’ continued usage intentions towards PVAs. It also examines how localization and experience moderate these relationships, offering key insights for developers and marketers to optimise users’ continuous usage and expand market reach by effectively targeting diverse consumer segments. Further, qualitative insights reveal user needs and barriers, offering a deeper understanding of user expectations. The study also highlights several promising avenues for future research to further examine evolving dynamics between users and PVAs.

The Distinction Between Search and Discovery Systems : A Scholarly Analysis

This comprehensive analysis explores the fundamental distinctions between search and discovery systems in the context of information retrieval and user interaction. The article examines the underlying principles, methodologies, and user experiences associated with each system, elucidating their unique roles in the modern digital landscape. By comparing key aspects such as user intent, interaction models, algorithmic foundations, and evaluation metrics, the article highlights the complementary strengths of these paradigms. The research also investigates emerging hybrid approaches that combine elements of both search and discovery, addressing evolving user expectations and the challenges of information overload. Through this in-depth exploration, the article contributes to the ongoing discourse on the future of information access and informs the development of more effective, user-centric systems capable of meeting diverse information needs in an increasingly complex digital ecosystem.

Pengujian Aplikasi Homestay Kosasih: Analisis Fungsionalitas Dan Penerimaan Pengguna Menggunakan Metode Black Box Dan UAT

The research focuses on evaluating the functionality of the Homestay Kosasih application, particularly in terms of user interaction, data management, and user satisfaction. This study combines Black box Testing and UAT methods to provide a comprehensive understanding of the application's quality and performance. The research aims to assess the application's functional features, focusing on user interface, ease of use, and the application's ability to meet user expectations. Through analysis, this study will provide a thorough understanding of the application's quality and also measure the level of user satisfaction with the hotel reservation application, involving assessments of user interface, ease of use, and the application's success in meeting user expectations. The results show that the Homestay Kosasih application exhibits good functionality with 80.9% valid test cases and good user acceptance with an average score of 74.39% from 40 respondents. Therefore, it can be concluded that the entire series of application testing for Homestay Kosasih is deemed good.

Evaluating Trust in Blockchain Technology for Waqf Adoption: Insights from Importance-Performance Map Analysis

Blockchain technology offers transformative benefits for waqf by enhancing transparency, security, and efficiency. Its decentralized ledger system allows for independent transaction verification, reduces central authority risks, and improves accountability. However, while the potential benefits are significant, the success of blockchain-based waqf initiatives hinges on the level of trust that stakeholders place in this technology. Therefore, the study aims to examine the effect of trust in blockchain technology on the intention to adopt waqf blockchain with insight from importance-performance map analysis to better understand the relations between trust and intention. The study adopted a survey research design and data was collected through questionnaires distributed throughout Malaysia. The collected data were then analyzed using Smart-PLS software. The results of the analysis indicate a strong positive relationship between trust in blockchain technology and the intention to adopt waqf blockchain. However, the importance-performance map analysis shows a critical disparity exists between user expectations and actual performance, especially regarding the transaction process, which scored the lowest in performance. This implies a need to focus on improving the transaction process to align with user expectations.

Explainable AI based Predictions for Workpiece Quality

It is well known that sound emissions of drilling and milling machines can be used to predict process and work piece quality. Deep Learning models have successfully been applied for that task. However, artificial neural networks are perceived as black boxes as the inference mechanisms of the network are not transparent. In this paper we present a Convolutional Neural Network trained on audio data with which process and product quality of a milling process can be controlled. The model was trained on 10-second audio snippets recorded from a milling machine that were converted into spectrograms. The trained model classifies the drilling process and predicts the expected workpiece quality. Additionally, rough estimates of the center rough and average roughness depth values are predicted. Moreover, we apply the Explainable AI methods that produce explanations by highlighting sections of the spectrogram that were relevant for the prediction. The spectrograms enriched with the explanations provide insights into the decision making process of the deep learning model in a human interpretable form. Patterns of how and why of a prediction become visible. Areas considered relevant by the model can be compared to the expectations of the human user. Through this explanation component, the model is not only able to make predictions but also to increase trust in the system which is an important aspect of acceptance of AI based quality assurance.