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Dantas, Ramide Augusto Sales. "Quality-aware Automated Service Composition using Reverse Engineering and Incomplete Information." Universidade Federal de Pernambuco, 2012. https://repositorio.ufpe.br/handle/123456789/10952.
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Service Composition is one of the most important features offered by Service Oriented Computing. The composition allows a new service to be created through the reuse of existing ones. The process of creating a composition involves discovering the necessary services and combining them in an appropriate manner using specific languages and tools. This process, however, is still carried out mainly by hand. Considering the dynamic nature of distributed services, manual composition may become too complex, affecting the productivity gains provided by reuse. Proposals to fully or partially automate this process already exist, most of them based on Automated Planning algorithms borrowed from Artificial Intelligence. Although functional, these approaches have practical problems that hinder their effective implementation in production scenarios. In this Thesis, we addressed some of the practical problems of automated composition, starting with the need for formal descriptions of services. These formal descriptions are necessary for the composition algorithms, however, are rarely available from services. This issue was addressed by means of reverse engineering a repository of service compositions. By analyzing how the services were related to each other in the compositions, it was possible to obtain the necessary information for the algorithms to work. We also evaluated the quality of the compositions generated by the algorithms and their similarity with respect to compositions created manually. Automated Planning algorithms from the literature have been modified in order to generate solutions closer to those expected by the developer. Finally, the composition algorithms were adapted to accept incomplete specifications, thus allowing the developer to obtain a solution even not knowing a priori all the composition details. Comparisons with automated planning tools were conducted in order to ascertain the effectiveness of the algorithms. The results show that the automated composition, as presented in the Thesis, can be an invaluable tool to the service developer.
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Tam, Wing-yan. "Quality of service routing with path information aggregation." Click to view the E-thesis via HKUTO, 2006. http://sunzi.lib.hku.hk/hkuto/record/B36782956.
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Tam, Wing-yan, and 譚泳茵. "Quality of service routing with path information aggregation." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2006. http://hub.hku.hk/bib/B36782956.
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Egedigwe, Eges. "Service Quality and Perceived Value of Cloud Computing-Based Service Encounters: Evaluation of Instructor Perceived Service Quality in Higher Education in Texas." NSUWorks, 2015. http://nsuworks.nova.edu/gscis_etd/54.
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Cloud computing based technology is becoming increasingly popular as a way to deliver quality education to community colleges, universities and other organizations. At the same time, compared with other industries, colleges have been slow on implementing and sustaining cloud computing services on an institutional level because of budget constraints facing many large community colleges, in addition to other obstacles. Faced with this challenge, key stakeholders are increasingly realizing the need to focus on service quality as a measure to improve their competitive position in today's highly competitive environment. Considering the amount of study done with cloud computing in education, very little has been done in examining the needs and the satisfactions of the instructor customer. The purpose of this study was to examine the expectations and perceptions of instructors’ usage of cloud computing based technology on overall quality of service (QoS).
An extension and adaptation of the SERVQUAL model tailored to the higher education environment was introduced for this study. Using the established service quality (SERVQUAL) dimensions (tangibles, reliability, responsiveness, assurance, and empathy), the study investigated the relationship between instructors’ views (perception and expectation) and overall service quality received on their use of cloud computing based technology. A total of 301 online instructors at large Texas community colleges completed a Web-based survey containing previously validated and adapted items. The participants in this study completed four parts of the survey instruments that were used to measure service quality of academic cloud computing technology: Service Quality Expectations, Service Quality Perceptions, Perceived Service Quality and Demographic. The survey questions were answered using a seven-point Likert scale and the survey results were analyzed using descriptive and inferential statistical methods.
The results indicated that the difference between instructors’ perception and expectation affected their perceived service quality of cloud computing based systems. The differences between the expectation and perception on all five SERVQUAL dimensions load to the instructors’ perceived service quality; gender but not age, income or education has significant effect on instructors’ overall perceived service quality. The results of the study create an awareness of instructors’ needs and offer useful feedback to college administrators and institutional planners in their efforts to improve service quality of educational technology initiative in higher education.
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Shrestha, Deepak. "Maintaining Quality of Information Technology Service in an organization." Thesis, Linnaeus University, School of Computer Science, Physics and Mathematics, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-6394.
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Optimized quality of IT services are those which need pre-analysis of users’ requirements, service provider’s capabilities as well as service specification and standardization. For any organization, maintaining of quality of IT service has become one of the key challenges which holds a significance importance to users’ satisfaction. Thus, this research tries to explore and identify the key factors of service quality dimensions and its affect on Information Technology Service so that organization can understand and follow the possible way to maintain quality of IT service to satisfy its end users. To achieve ultimate target of this research, the relevant three literatures have been reviewed and then the concept structure has been proposed for the analysis. From the respective three literatures, service quality dimensions have been selected to be tested for quality practices in Information Technology Service Department in the United Nations Office on Drugs and Crimes (UNODC).A qualitative research approach has been used to get a better understanding of the issue. The empirical data has been gathered through the study of internal documents, five days of participant observations and in-depth structured interviews with three quality assurance staffs and one IT service user from UNODC. Data presentation and analysis have been done in accordance with the literatures framework and research questions. Finally, conclusion has been drawn by answering research questions based on the issues identified. The findings of the exploratory case study suggest that considering of dependability, prior requirement analysis, and functionality of IT product and services could be taken up to bring realistic, clear, and goal-oriented quality approach in the Information Technology Service which address users’ expectations. The quality dimensions and the gap identified in the research study provide an avenue to address the quality related difficulties that IT service organizations encounter while developing of IT services. This study is expected to create a significant contribution to the areas within a domain of service quality in Information Technology as well as in Information System and Information Management.
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Shen, Lisai. "Internet GIS for Air Quality Information Service for Dalian, China." Thesis, University of Waterloo, 2005. http://hdl.handle.net/10012/990.
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Since the 1970s, environmental monitoring in China has formed a complete web across the country with over 2000 monitoring stations. China State Environmental Protection Administration (SEPA) has published an annual report on the State of the Environment in China since 1989. The Chinese government began to inform the public of environmental quality and major pollution incidents through major media since the late 1990s. However, environmental quality data has not been adequately used because of constraints on access and data sharing. The public and interested groups still lack access to environmental data and information.
After examining the current air quality reporting systems of the US Environmental Protection Agency and the Ontario Ministry of Environment, reviewing current Internet GIS technology and sample websites, this thesis developed an ArcIMS website to publish air quality data and provide background information to the public for the city of Dalian, China. The purpose is to inform the public of daily air quality and health concerns, and to improve public awareness of environmental issues. A better-informed and educated public will be more likely to voluntarily conserve the environment in the long run.
The development of this thesis can satisfy most basic expectations. However, due to the limitation of current Internet products like ArcIMS, symbology and connection with outside databases are not adequate. In addition some regular GIS analysis functions are not available to Internet GIS products.
This development can be further improved to serve other environmental data to the public with better interactivity through coding. Similar Internet GIS products can be used in other Chinese cities to report their air quality data. For internal data sharing and reporting within the government, an open, interoperable distributed GIService is recommended, which is believed to be the future of Internet GIS.
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McLaren, Patricia Noreen Rachel. "The impact of quality governance on information technology service delivery." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/2216.
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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010.Computacenter SA (CCSA), serves as focus of this study. One of CCSA's clients is Unipart and therefore will be used as the example to mitigate the research problem, serving to demonstrate how Service Levels are structured and how they are monitored. According to the Company policy and agreed Service Level Agreements (SLA's), an acceptance level of 95% should be reached in terms of service delivery. Anything below 95% would be considered a failure, and therefore constitutes a breach of the agreement. The tool used by Computacenter South Africa (CCSA), to measure or monitor the SLA is referred to as Service Flow. Within Service Flow there are mechanisms known as 'pre exception result and a 'post exception result'. These concepts constitute a report, which is compiled on a monthly basis to check and evaluate performance, Should a request from a client not be met and there is a valid reason for the non compliance of the request. It can however bean exception and can therefore be processed as being successfully executed within the context of the SLA. If no valid reasons are, however logged in the request work log, the request constitutes as failed and can therefore lead to the team not achieving their agreed SLA with the customer.
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Hey, Laurence Arthur. "Simplified adaptive routing and its impact on quality of service and quality of information." Thesis, Imperial College London, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.512007.
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Iftikhar, Amjad, Muhammad Aoon Shah, and Fowad Latif. "Multi-Protocol Label Switching To Support Quality of Service Needs." Thesis, Halmstad University, School of Information Science, Computer and Electrical Engineering (IDE), 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-4025.
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Multi-Protocol Label Switching (MPLS) is a technique that can be used to improve the performance of a computer communication network. By use of MPLS, data packets can be switched on the basis of labels rather than routed on the basis of destination address. MPLS supports different features like QoS, traffic engineering and VPNs etc.
This thesis evaluates the working and performance of MPLS and its support for Quality of Service. QoS is required in the network when real time traffic is transported.
In this thesis it is described, how QoS guarantees are assigned to the IP packets and how MPLS QoS environment differs from the traditional IP routing environment. MPLS QoS works as the IP QoS, but MPLS QoS enhances the capability of network as compared to the IP QoS based network.
The thesis studies the use of MPLS in an integrated environment with DiffServ QoS model and also implements MPLS QoS in a Lab environment to compare MPLS QoS with IP QoS. Real time traffic faces longer delays in IP QoS based networks. MPLS QoS reduces the delays in real time traffic transmission.
The study results and the practical implementations show that MPLS QoS provide much better results than simple IP QoS.
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Ding, Yi. "Quality in IS Research: Theory and Validation of Constructs for Service, Information, and System." Digital Archive @ GSU, 2010. http://digitalarchive.gsu.edu/cis_diss/42.
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IS quality is an important concept. Basing their model on information communication theory, DeLone and McLean formulated Information Quality and System Quality as two quintessential elements in their 1992 IS Success Model. In recent years, DeLone and McLean (2003) added Service Quality to form a triumvirate of antecedents to success. Unfortunately, the addition of this construct has unintentionally uncovered an overall lack of coherence in the theoretical modeling of IS Success. Research to date on IS Service Quality has largely ignored the impacts of Information Quality and System Quality when service is delivered through an information system (IS).
We believe deeper theoretical insights are needed to reconceptualize Service Quality and rationalize IS quality. After reviewing related literature, we apply marketing exchange theory as a reference framework to redefine service related terms and identify possible scenarios of delivering service through systems. Thereafter, we model IS quality in a new way, based on analysis of alternative scenarios. In validating our proposed model, we discuss our research methods and data analysis that will serve as empirical evidence. In particular, we focus on content validity, construct validity, nomological validity, and unidimensionality of the three IS quality dimensions: System Quality, Information Quality, and Service Quality.
By furthering our understanding of IS quality, we hope to initiate coherent theory development; this exercise should then lead to a theory that integrates IS quality elements and helps organizations implement effective strategies for using IS to deliver service. Through the empirical validation of IS quality model, we contribute an empirical assessment of content, construct, and nomological validity of the IS quality constructs, as proposed by DeLone and McLean in their 2003 updated IS success model.
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Sunny, Sebin. "Digital Water Quality Monitoring Services: : Opportunities and Challenges in Rural Areas." Thesis, Högskolan i Halmstad, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-44618.
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Water is an essential part of human life. According to the sustainable development goal (SDG), monitoring water quality is a fundamental goal of the international community. Therefore, there has been research on how the quality of water can be monitored and improved. Data related to water quality can provide service opportunities such as to inform if the water is suitable for drinking by monitoring the quality of water resources. However, there has been limited research exploring opportunities and challenges of digital water quality monitoring services to fulfill requirements in rural areas, such as clean and safe water for drinking. Some challenges can be due to the geographical location of the area or avoiding certain regions for implementing a service due to political agenda or infrastructure, especially in less developed countries or areas. The lack of exploration of opportunities points to the need to further investigate service opportunities like to inform if the water is suitable for drinking in rural areas. It is crucial to monitor water quality and offer services because bad water quality can lead to health issues or poor yield in agriculture, some of the few consequences. Therefore, in my paper, using the Design Science Research (DSR) approach, I have explored various opportunities and challenges of digital water quality monitoring services in Indian rural areas. The result demonstrates opportunities related to the exploration of digital water quality monitoring services in rural areas and the challenges that need to be overcome in order to realize the opportunities. This overview can inform researchers, designers, and stakeholders to understand new service opportunities and challenges of digital water quality monitoring services in rural areas.
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Ruottinen, P. (Pekka). "Database architecture design and performance evaluation for Quality of Service measurements." Master's thesis, University of Oulu, 2016. http://urn.fi/URN:NBN:fi:oulu-201605251878.
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Tietoliikenneverkkojen palvelunlaadun ja käyttäjien kokeman palvelunlaadun mittaaminen ja analysointi tarjoavat apukeinoja verkon kapasiteetin optimointiin ja parhaan mahdollisen käyttökokemuksen turvaamiseen. Verkon ominaisuuksien mittaaminen ja analysointi auttavat myös löytämään ja ratkaisemaan kasvavien käyttäjämäärien sekä tiedonsiirtomäärien tuomia ongelmia. Teknologian tutkimuskeskus VTT Oy:ssä kehitetty mittausjärjestelmä Qosmet tarjoaa monipuolisen ratkaisun ja tehokkaan ympäristön tämän kaltaiseen verkkoanalysointiin. Palvelunlaatumittauksista saatava tieto on kokonaan numeerista tietoa, jonka tietokantakäsittely on tehokasta ja hyvin optimoitavissa niin luku- kuin kirjoitustapauksissakin. Tämän diplomityön tavoitteena on löytää suorituskykyinen tietokanta-arkkitehtuuri palvelunlaatumittauksista saatavalle tiedolle ja toteuttaa rajapinta Qosmetin ja tutkittavan tietokannan välille. Osatavoitteena on myös tunnistaa tietokantaoptimoinnin mahdollistavat erityispiirteet. Näiden tavoitteiden saavuttamiseksi suunniteltiin kolme tietokantamallia, joille suoritettiin kattavat suorituskykyä mittaavat kirjoitus- ja lukutestit. Malli 1 sisältää yhden, malli 2 kaksi ja malli 3 vastaavasti kolme tietokantataulua. Tieto on jaettu tauluihin oletettujen esiintymistiheyksien perusteella. Tietokantamallien suorituskykymittausten analysoinnin ja vertailun perusteella parhaaksi malliksi osoittautui kahden taulun malli (malli 2). Se saavutti kirjoitusnopeudeksi parhaimmillaan noin 7500 riviä sekunnissa ja ylsi lähelle parasta saavutettua lukunopeutta. Mallit 1 ja 2 olivat kirjoitusnopeudessa noin 33 prosenttia mallia 3 nopeampia. Mallit 2 ja 3 puolestaan suoriutuivat lukutesteissä noin 20 prosenttia mallia 1 paremmin. Suorituskykyanalysoinnin avulla saatiin hyvä ymmärrys tietokannan optimoinnista, tehokkuuteen vaikuttavista ominaisuuksista, laitteistovaatimuksista, järjestelmän pullonkauloista sekä korkealla käyttöasteella vastaan tulevista rajoituksista. Tämän työn tuloksena syntyi suorituskykyinen tietokanta, jota voidaan jatkossa käyttää Qosmet-järjestelmän osanaMeasuring and analysing the quality of experience and the quality of service are important assisting methods when optimizing network capacity, and providing the best possible user experience. They also present methods for finding and dealing with problems caused by the ever-growing internet data traffic and its number of users. Qosmet, developed at VTT Technical Research Centre of Finland Ltd, is a powerful solution for this type of network analysis. Considering that long term storage of quality of service measurement data is all numerical, this enables an efficient and well optimised database solution, one that performs well in either writing data or reading it for analysis. The purpose of this thesis is to ascertain the optimal database architecture for quality of service measurements. An important outcome of this project is the interface between Qosmet and the implemented database. Part of the work consists also in identifying the characteristics for database optimization. In order to achieve these goals, three database architecture schemas were designed and analysed with the help of exhaustive writing and reading performance tests. Schema 1 has one, schema 2 two and schema 3 have respectively three database tables, in which the data is distributed according to its assumed frequency of use. Following the analysis and comparison of these three database architecture schemas, the one with two tables appeared to be the best one. It achieved writing throughput of around 7,500 lines per second, and the reading performance was the second best, actually very close to the best performance. Schemas 1 and 2 were about 33 percent faster than schema 3 in writing performance. Schemas 2 and 3 performed about 20 percent better than schema 1 in reading tests. Performance analysis gave a good understanding of database optimization and features affecting its efficiency, as well as hardware requirements, bottlenecks and limits on high utilization situations. This work resulted in an efficient and verified database, which can be used in the future as part of the Qosmet solution
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Frank, Tyler. "KidsPeace New England action research quality of information systems customer service /." [Denver, Colo.] : Regis University, 2006. http://165.236.235.140/lib/TFrank2006.pdf.
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Maples, Glenn (Glenn Edward). "Information System Quality: An Examination of Service-Based Models and Alternatives." Thesis, University of North Texas, 1997. https://digital.library.unt.edu/ark:/67531/metadc277952/.
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Service quality as a component of overall Information Systems quality is examined. Three related studies test the SERVQUAL and related instruments (SERVPERF and Importance-weighted SERVPERF) using Information System users. SERVPERF outperformed SERVQUAL in all three studies.
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Widmer, Tobias [Verfasser], and Stefan [Akademischer Betreuer] Kirn. "Electronic service allocation with private quality information / Tobias Widmer ; Betreuer: Stefan Kirn." Hohenheim : Kommunikations-, Informations- und Medienzentrum der Universität Hohenheim, 2017. http://d-nb.info/1136659021/34.
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Wang, Qi. "Performance improvement of quality of service routing under inaccurate link-state information." Thesis, Southampton Solent University, 2004. http://ssudl.solent.ac.uk/602/.
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It has been observed that the current best-effort IP packet delivery service in the global Internet is sometimes not good enough for emerging real-time multimedia applications. These resource intensive applications normally have more stringent requirements on bandwidth, delay, delay jitter etc. The quality of service (QoS) requirements of these applications raise new challenges for the development of new routing mechanisms. QoS routing can provide increased network utilisation compared to best-effort routing by efficiently regulating and managing resource sharing across a network. However, the benefit of QoS routing comes with complex routing computation costs and increased routing protocol overhead. It is impractical to collect detailed global state information and keep it up-to-date in large-scale dynamic networks, such as the Internet. As a result, inaccurate link-state information increases the flow blocking probability and makes source nodes select non-optimal paths. To maximise the link utilisation and meet application QoS requirements, routing algorithms need accurate link-state information to make routing decisions. This thesis investigates the statistical properties of time series of link utilisation. In particular, the evaluation focuses on the presence of autocorrelation in the time series. Further study under various link-state update policies, network and traffic configurations identifies the factors that may affect the statistical properties of the time series. Based on this analysis, a prediction-based link-state update policy is proposed to reduce the effect of inaccurate link-state information. The approach predicts the link-state utilisation trend based on past values. By advertising trend rather than instantaneous link utilisation, the routing algorithms may have more valuable information to make routing decisions instead of being affected by short lived sudden changes. An appropriate model that can satisfactorily fit the actual model is identified, estimated and validated. Finally, the performance of the proposed prediction-based link-state update policy is validated by simulation and compared with conventional update policies under a variety of network configurations. the results show that this approach is effective in improving routing performance.
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April, Graham. "Dimensions for evaluating information systems service quality expectations of e-Commerce SMMEs." Thesis, Cape Peninsula University of Technology, 2007. http://hdl.handle.net/20.500.11838/1378.
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Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2007With growing invesbnent in WWW technologies bye-Commerce businesses the measurement of Information Systems (IS) effectiveness in this area has become increasingly important over the last decade. As business users have become reliant on outsourced IS service providers for a wide range of services, the quality of service rendered by the latter is an important issue which impacts on IS effectiveness. Researchers have for many years recognised the importance of service quality as a measure of IS performance. Service quality measurement tools such as SERVQUAL from the marketing field, have been proven to be applicable to the IS domain. However, empirical studies in this regard are concentrated in the context of large, non- eCommerce organisations only. In South Africa, e-Commerce has been recognised as an important driver for growth in SMMEs. The literature suggests that IS service delivery to eCommerce businesses needs to be evaluated differently to that of traditional brick-and-mortar businesses. There is however a paucity of research regarding IS evaluation in e-Commerce environments, including that of the application of service quality principles. It is thus difficult for managers of IS service providers in this context to develop a complete picture of the effectiveness of the IS they deliver. Furthermore, because e-Commerce SMMEs are almost wholly reliant on these service providers for the supply of IS and support, their service expectations could be different from those in traditional businesses. The primary objective of this research was to investigate whether IS service quality criteria applied in large traditional businesses, are also applicable to SMME e-Commerce businesses. The applicability of a service quality measurement instrument, based on SERVQUAL, was tested in an ev Commerce SMME context. Specifically, this instrument measures the service quality expectations that e-Commerce SMMEs have of IS service providers. A SERVQUAL measurement scale from a recent MISQ paper was adapted and used to collect data concerning service quality expectations of e· Commerce SMMEs. Using a structured survey method, the research was delineated to e-Commerce enabled bed-and-breakfast and self-catering accommodation businesses in the Western Cape, South Africa. The research results indicate that, although SERVQUAL principles were applicable to the e-Commerce SMME context, the service quality dimensionality was different. There are four derived dimensions for service quality expectations of e-Commerce SMMEs in this research, viz., Credibility, Expertise, Availability and Supportiveness. A fifth dimension is the Tangibles dimension, which is retained from SERVQUAL. Furthermore the results indicate that the Credibility was the most important dimension in this research context, while the Tangibles dimension was the least important.
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Vespa, Lucas John. "PATTERN ENCODING ALGORITHMS AND INFORMATION MODELING METRICS FOR NETWORK QUALITY OF SERVICE." OpenSIUC, 2011. https://opensiuc.lib.siu.edu/dissertations/333.
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Networks are becoming increasingly complex, making network quality of service (QoS) an ongoing and difficult problem. Important QoS challenges include ensuring availability of services, privacy and accuracy of data and preventing data loss. These challenges can be addressed by providing effective security mechanisms that meet the scalability requirements of modern networks, environments for testing these mechanisms and providing metrics to measure and increase information quality especially in resource limited networks such as sensor networks. To meet these goals, we present several topics. First, to address the scalability problems of deep packet inspection (DPI) in network intrusion detection systems (NIDS), we theoretically characterize DFA in order to develop scalable pattern matching engines. Second, to keep up with the multi-gigabit rates of current and future networks and to increase DPI performance, we exploit the inter-stream parallelism of network traffic and the parallel processing capabilities of graphics processing units to create a multi-gigabit GPU based deep packet inspection engine. Third, we address the state explosion problem of multi-stride DFA and exploit intra-stream parallelism to achieve multiple Gb/s speeds of DPI on a single processor. Fourth, to evaluate large scale deployment of DPI we develop a software test-bed for evaluating worm containment systems. Lastly, we develop information quality metrics for sensor networks, and use these metrics to schedule sensor data collection and increase the quality of information.
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Jenkins, Sharon D. (Sharon Dezel). "The Applicability of SERVPERF in Judging Service Quality for Biomedical Information Professionals." Thesis, University of North Texas, 1999. https://digital.library.unt.edu/ark:/67531/metadc279133/.
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The applicability of SERVPERF as a tool for judging the quality of services used by biomedical information professionals was tested using standard statistical procedures. Data was gathered nationally via a combination of electronic and non-electronic forms, from Area Health Education Center (AHEC) information professionals and the results consolidated to provide information for the study. It was determined that SERVPERF was applicable in making judgements about service quality for AHEC information professionals. Their perceptions about service quality tended to have a greater influence than did their level of actual satisfaction on whether or not they planned to use a particular service in the future. There is currently no validated tool available to ascertain the quality of services offered to these valuable members of the rural health care team. This dissertation proposes to provide such a tool, and to serve as a guide or template for other professionals seeking a means to judge service quality in their own disciplines.
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Alkhouli, Samer. "The Impact of Bank Website Service Quality on Customer Satisfaction: An Empirical Study on Swedish Banks." Thesis, Örebro universitet, Handelshögskolan vid Örebro Universitet, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-61115.
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Taha, Ahmed. "Streamline e-information service for virtual users: A quality function deployment (QFD) approach." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/106053.
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Migration from the traditional to web-based library paradigm is usually accompanied by remodelling of many library core activities particularly those associated with user-centred services. In this capacity of the web-based service paradigm, many academic libraries have established networked environments within which many virtual-user communities are forming and growing. Understanding the virtual user's needs in these communities has become the first priority of networked libraries for designing, running and managing effective virtual reference services to meet the increasing expectations of the invisible users. To achieve this, the networked libraries strive to improve their quality of service by applying a wide range of such quality management approaches as quality function deployment (QFD) and LIBQUAL™. QFD initially stresses on driving continuous improvement of the user-oriented services towards end-user satisfaction. The paper attempts to incorporate the QFD to be integrated strategically in designing and managing e-information provision within networked library service environment. The UAE University Library is used as a case study, where the evidence-based librarianship (EBL) approach has been employed in three studies to identify user needs and acceptance of e-services. Based on these studies, the paper presents a model aimed at streamlining e-services for virtual users in ICT-rich learning environments.
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Nomdoe, Herschel Gordon. "Evaluating web-based information systems effectiveness : an e-service quality multi-stakeholder perspective." Thesis, Cape Peninsula University of Technology, 2007. http://hdl.handle.net/20.500.11838/1370.
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Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2007Over a period spanning approximately twenty five years Information Systems (IS) researchers have been plagued by the problem of how to evaluate IS effectiveness or success. After the advent of the World Wide Web (WWW) in the 1990s, questions have arisen regarding the relevance of previously established evaluation approaches to the evaluation of web-based IS. Subsequently, firms have invested billions of dollars anually in information systems but the lack of appropriate frameworks for evaluating their effectiveness made it difficult to determine the return on IS investment. In a period spanning 20 years IS researchers proposed a diverse number of approaches e.g. the communications research of Shannon and Weaver (1949) and the information "influence theory" of Mason (1978). These were subsequently incorporated into a single model in 1992, called the IS Success Model (Delone & McLean, 1992). The principal objective of this research project was to develop a generic methodology for web-based Information Systems (IS) success evaluation from a multi-stakeholder perspective for specific IS contexts. The Delone and McLean IS Success Model (Delone and McLean, 1992) provides an underpinning framework for measuring IS effectiveness. In the latter 1990's the concept of service-quality was introduced into the IS effectiveness literature. In their updated IS Success Model, Delone and McLean (2003) then included service quality as key measure in the evaluation of IS success. Consequently this research project focused on how service quality concepts could be applied as a measure of IS effectiveness within e-commerce. A 3-pronged approach to IS evaluation was proposed viz. identification of generic stakeholder groups such as e-Customer, sponsoring manager, internal users etc.; identification of the context of the IS evaluation for each stakeholder i.e. what is the main function and context of operation of the IS; and lastly identification of stakeholder specific e-SQ criteria. The study demonstrates that the success of IS deployed within online environments, could be evaluated and measured differently by each stakeholder for the various e-Service Quality (e-SQ) dimensions within a particular IS context. The study presents the results of an investigation into a web-based IS at a national telecommunications company in South Africa which was evaluated using e-Service Quality (e-SQ) constructs. The study demonstrates the operationalisation of an e-SQ instrument for the purposes of evaluating IS effectiveness amongst multi-stakeholders. Evidence is provided that measuring attitudes of different stakeholders provides a more holistic perspective of IS success. The primary conclusion reached is that by using a step-by-step methodology of IS success measurement, the objective of establishing whether companies have received a return on web-based IS investment, can be achieved. Furthermore, the outcomes of the study has contributed to existing literature on IS effectiveness measurement. In particular, it will add to the existing body of knowledge regarding the use of e-SQ instrument to evaluate multi-stakeholder perceptions.
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Chirappanath, Meenu Joy. "Illustration of Design of Digital Water Quality Monitoring Services for Smart Cities." Thesis, Högskolan i Halmstad, Akademin för informationsteknologi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-44635.
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Water quality monitoring is vital in smart city planning for managing water resources. In the smart city, more data is being collected. In terms of data related to water quality, many data sources such as smart sensors attached to water quality monitoring systems have been continuously collecting a significant amount of data. The potential of collected data from these sources holds no value for smart cities, unless it is being used to provide digital services such as information about clean and safe drinking water, swimming, fishing, domestic uses, and water reuse. However, the knowledge on how to utilize water quality data for the benefits of smart cities is limited. So, in this paper, I propose digital water quality monitoring services for smart city residents. I explore this proposition through a design study engaging smart city residents, service designers, and developers of water quality monitoring systems. As a result, a service blueprint is presented to illustrate how such services can be designed to provide water quality information for different activities. The study aims to illustrate how opportunities of water quality monitoring system can be explored for smart cities. The study intends that the results are helpful to designers and researchers in designing and developing digital water quality monitoring services in smart cities.
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Hellberg, Johan, and Kasper Johansson. "Building Models for Prediction and Forecasting of Service Quality." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-295617.
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In networked systems engineering, operational datagathered from sensors or logs can be used to build data-drivenfunctions for performance prediction, anomaly detection, andother operational tasks [1]. Future telecom services will share acommon communication and processing infrastructure in orderto achieve cost-efficient and robust operation. A critical issuewill be to ensure service quality, whereby different serviceshave very different requirements. Thanks to recent advances incomputing and networking technologies we are able to collect andprocess measurements from networking and computing devices,in order to predict and forecast certain service qualities, such asvideo streaming or data stores. In this paper we examine thesetechniques, which are based on statistical learning methods. Inparticular we will analyze traces from testbed measurements andbuild predictive models. A detailed description of the testbed,which is localized at KTH, is given in Section II, as well as in[2].Inom nätverk och systemteknik samlas operativ data från sensorer eller loggar som sedan kan användas för att bygga datadrivna funktioner för förutsägelser om prestanda och andra operationella uppgifter [1]. Framtidens teletjänster kommer att dela en gemensam kommunikation och bearbetnings infrastruktur i syfte att uppnå kostnadseffektiva och robusta nätverk. Ett kritiskt problem med detta är att kunna garantera en hög servicekvalitet. Detta problem uppstår till stor del som ett resultat av att olika tjänster har olika krav. Tack vare nyliga avanceringar inom beräkning och nätverksteknologi har vi kunnat samla in användningsmätningar från nätverk och olika datorenheter för att kunna förutspå servicekvalitet för exempelvis videostreaming och lagring av data. I detta arbete undersöker vi data med hjälp av statistiska inlärningsmetoder och bygger prediktiva modeller. En mer detaljerat beskrivning av vår testbed, som är lokaliserad på KTH, finns i [2].
Kandidatexjobb i elektroteknik 2020, KTH, Stockholm
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Fan, Yue Qian. "Evaluation and improvement on service quality of Chinese university libraries under new information environments." Thesis, University of Derby, 2018. http://hdl.handle.net/10545/622826.
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The rapid development of information technology in the recent years has added a range of new featuresto the traditional information environment, which has a profound impact on university library services and users. The Quality of Service parameter in library services has reached a broader consensus,which directly reflects customer satisfactions and loyalty. Exploring the evaluation frameworks for service quality in university libraries cannot be undermined in this context. Besides, existing evaluation frameworks of service quality of university library services are also facing numerous challenges due to their imperfections. Thus,there is an urgency and necessity to explore and enhance the efficiencies of the evaluation frameworks of service quality. To this end, this thesis conducts a systematic analysisof evaluation frameworks with a motivation of identifying the core components that needs enhancements for achieving effective service quality in Chinese university libraries through empirical methods. Furthermore, the inferences extracted from the analysis has been exploited to provide suitable recommendations for improving the service quality of university libraries.
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Kuri, Joy. "Optimal Control Problems In Communication Networks With Information Delays And Quality Of Service Constraints." Thesis, Indian Institute of Science, 1995. http://hdl.handle.net/2005/162.
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In this thesis, we consider optimal control problems arising in high-speed integrated communication networks with Quality of Service (QOS) constraints. Integrated networks are expected to carry a large variety of traffic sources with widely varying traffic characteristics and performance requirements. Broadly, the traffic sources fall into two categories: (a) real-time sources with specified performance criteria, like small end to end delay and loss probability (sources of this type are referred to as Type 1 sources below), and (b) sources that do not have stringent performance criteria and do not demand performance guarantees from the network - the so-called Best Effort Type sources (these are referred to as Type 2 sources below). From the network's point of view, Type 2 sources are much more "controllable" than Type 1 sources, in the sense that the Type 2 sources can be dynamically slowed down, stopped or speeded up depending on traffic congestion in the network, while for Type 1 sources, the only control action available in case of congestion is packet dropping. Carrying sources of both types in the same network concurrently while meeting the performance objectives of Type 1 sources is a challenge and raises the question of equitable sharing of resources. The objective is to carry as much Type 2 traffic as possible without sacrificing the performance requirements of Type 1 traffic.
We consider simple models that capture this situation. Consider a network node through which two connections pass, one each of Types 1 and 2. One would like to maximize the throughput of the Type 2 connection while ensuring that the Type 1 connection's performance objectives are met. This can be set up as a constrained optimization problem that, however, is very hard to solve. We introduce a parameter b that represents the "cost" of buffer occupancy by Type 2 traffic. Since buffer space is limited and shared, a queued Type 2 packet means that a buffer position is not available for storing a Type 1 packet; to discourage the Type 2 connection from hogging the buffer, the cost parameter b is introduced, while a reward for each Type 2 packet coming into the buffer encourages the Type 2 connection to transmit at a high rate.
Using standard on-off models for the Type 1 sources, we show how values can be assigned to the parameter b; the value depends on the characteristics of the Type 1 connection passing through the node, i.e., whether it is a Variable Bit Rate (VBR) video connection or a Continuous Bit Rate (CBR) connection etc. Our approach gives concrete networking significance to the parameter b, which has long been considered as an abstract parameter in reward-penalty formulations of flow control problems (for example, [Stidham '85]).
Having seen how to assign values to b, we focus on the Type 2 connection next. Since Type 2 connections do not have strict performance requirements, it is possible to defer transmitting a Type 2 packet, if the conditions downstream so warrant. This leads to the question: what is the "best" transmission policy for Type 2 packets? Decisions to transmit or not must be based on congestion conditions downstream; however, the network state that is available at any instant gives information that is old, since feedback latency is an inherent feature of high speed networks. Thus the problem is to identify the best transmission policy under delayed feedback information.
We study this problem in the framework of Markov Decision Theory. With appropriate assumptions on the arrivals, service times and scheduling discipline at a network node, we formulate our problem as a Partially Observable Controlled Markov Chain (PO-CMC). We then give an equivalent formulation of the problem in terms of a Completely Observable Controlled Markov Chain (CO-CMC) that is easier to deal with., Using Dynamic Programming and Value Iteration, we identify structural properties of an optimal transmission policy when the delay in obtaining feedback information is one time slot. For both discounted and average cost criteria, we show that the optimal policy has a two-threshold structure, with the threshold on the observed queue length depending, on whether a Type 2 packet was transmitted in the last slot or not.
For an observation delay k > 2, the Value Iteration technique does not yield results. We use the structure of the problem to provide computable upper and lower bounds to the optimal value function. A study of these bounds yields information about the structure of the optimal policy for this problem. We show that for appropriate values of the parameters of the problem, depending on the number of transmissions in the last k steps, there is an "upper cut off" number which is a value such that if the observed queue length is greater than or equal to this number, the optimal action is to not transmit. Since the number of transmissions in the last k steps is between 0 and A: both inclusive, we have a stack of (k+1) upper cut off values. We conjecture that these (k + l) values axe thresholds and the optimal policy for this problem has a (k + l)-threshold structure.
So far it has been assumed that the parameters of the problem are known at the transmission control point. In reality, this is usually not known and changes over time. Thus, one needs an adaptive transmission policy that keeps track of and adjusts to changing network conditions. We show that the information structure in our problem admits a simple adaptive policy that performs reasonably well in a quasi-static traffic environment.
Up to this point, the models we have studied correspond to a single hop in a virtual connection. We consider the multiple hop problem next. A basic matter of interest here is whether one should have end to end or hop by hop controls. We develop a sample path approach to answer this question. It turns out that depending on the relative values of the b parameter in the transmitting node and its downstream neighbour, sometimes end to end controls are preferable while at other times hop by hop controls are preferable.
Finally, we consider a routing problem in a high speed network where feedback information is delayed, as usual. As before, we formulate the problem in the framework of Markov Decision Theory and apply Value Iteration to deduce structural properties of an optimal control policy. We show that for both discounted and average cost criteria, the optimal policy for an observation delay of one slot is Join the Shortest Expected Queue (JSEQ) - a natural and intuitively satisfactory extension of the well-known Join the Shortest Queue (JSQ) policy that is optimal when there is no feedback delay (see, for example, [Weber 78]). However, for an observation delay of more than one slot, we show that the JSEQ policy is not optimal. Determining the structure of the optimal policy for a delay k>2 appears to be very difficult using the Value Iteration approach; we explore some likely policies by simulation.
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MING, PI SHIH, and 皮世明. "Factors Influencing Information Systems Service Quality." Thesis, 1999. http://ndltd.ncl.edu.tw/handle/86781435167223527273.
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Lin, Kun Liang, and 林昆諒. "Empirical Study on Service Quality of Information Service Industry." Thesis, 1994. http://ndltd.ncl.edu.tw/handle/16983399841916862020.
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Chen, Kuo-Feng, and 陳國峰. "Service Quality Measurement on Information Security Outsourcing." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/00209095720413428262.
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碩士華梵大學
資訊管理學系碩士班
95
Due to heavy dependence on Information Technologies and Internet in many business operations, Information Security has become one of the major concerns for enterprises. However, any factors, such as technology, personnel, equipment and cost, especially the requirement of security expert, have made businesses decided to outsource their information security activities. Nevertheless, the situation of unable to control the quality of vendor’s service makes many enterprises hesitated in the decision of outsourcing their security tasks. It has become a common awareness in businesses to get higher service quality from their service providers. So it is a main topic for those security service providers to improve their service qualities. In this highly competitive business environment, to provide high-quality service is a crucial factor to success. However, how to define service quality lies on the hands of customers. Although there are many researches on service quality in general and information service in specific, few studies were given on information security service quality. In viewing of the situation, we develop a service quality model for outsourcing information security, based on the service quality model SERVQUAL and BS 7799 Standard. Questionnaire was developed and data was collected from companies outsourcing their security. To refining our model, we use a statistical recursive procedure and also use factor analysis to analyze data. The final service quality model has seven factors, including security, reliability, effectiveness, responsiveness, tangibles, technology-oriented, and empathy, and comprises 27 measurement criteria. We think not only can this service quality model provide enterprises guidelines in their strategies formulate on outsourcing their information security, also it can provide useful suggestions to information security service providers.
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Hou, Ya-Hui, and 侯雅惠. "B2B Information Service Quality and Customer Satisfaction." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/75235803905232989679.
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碩士國立中山大學
企業管理學系研究所
100
Electronic business covers the enterprise purchase and sale activities, collaboration between customers and partners, and inter-organizational electronic transactions. In the 21st century, the enterprise take Information Technology deeply to embed in each process (the Process Step), with the Internet technique that has become the indispensable kernel of competition in the business operations. After a number of semiconductor manufacturers participating in “RosettaNet For Semiconductor Contract Manufacturing B2B Integration Project”, it has been a necessary condition whether semiconductor manufacturers can provide customers with B2B information services now. However,the semiconductor manufacturers should be thinking how to meet the customers changing needs of B2B information service, how to integrate information, and how to synchronize induction environmental change. This research is based on “the Impact of the QM practices on MC the capability mode”. The B2B team members provide all of the ad hoc group for B2B project members'' empirical perception to do the quality of B2B information services empirical analysis during implementation project. The objective aims to understand the impact of service quality for customer satisfaction. The result clearly indicates that the five dimensions will be a significant impact in B2B service quality for the enterprise information services, namely, small group problem solving, top management leadership for quality, information and feedback, supplier involvement and Process management. But if each dimension is to be analyzed individually, customer focus would impact on B2B information service quality. Generally speaking, the B2B team wants to enhance service quality, and then they should start with these five dimensions to proceed, and thereby to raise customer satisfaction. From the investing funds scale, they want to pursue efficiency, and almost each of semiconductor company has set up a similar B2B team to dominate the B2B project for customer service. Furthermore, this research used variables in the different conditions of demographic variables to summarize the diversity of satisfactions, and these analyses acquire the managerial implications that will be managers an important basis for improving the quality of B2B information services.
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Wei, Shu-Ting, and 魏淑婷. "Information Quality of Report for Customer service." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/r6r6da.
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碩士中原大學
資訊管理研究所
103
With the globalized expansion of the modern business, multinational corporations need to break the boundaries between different industries or geographic limits. It is very popular to make the vertical integration or horizontal integration. But how shall we make a successful integration to achieve the goal of maximum profit and sustainable business? The quality of information will inevitably play a key part. Literature review indicates that the most critical and difficult part for providing the excellent information is to establish the proper concept and technical framework analysis. Secondly, how the enterprises shall offer the relevant information to their customers fast and accurately in the rapidly changing market. Therefore, the customer service report, the highly connected channel with customer, is selected for the target of this research. This paper explores the resources and elements of the information to figure out which parts of information shall be improved and use the information technology to reform them. The research is based on the printed circuit board industry. It Integrated into Systems development in information systems research and a design science research methodology for information systems research to build system and assess quality of information. The result provide several conclusions as following : the measurement and the mistaken of the information quality, the practical suggestions for using the information system to improve the information quality, the changing relationship with customers in manufacturing industry, the initial stage of industry 4.0,etc. Through this research, it may render different point of view while assisting the improvement of information quality .
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Lin, Yi Ching, and 林怡菁. "The Effects of Information Technology Services on Service Quality and Relationship Quality in Hotel Industry." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/24011126900464562147.
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碩士大葉大學
工業關係學系碩士班
92
In order to remain competitive advantages, service providers are increasingly offering their customer more information technology (IT) service options. These service options are expected to help service providers improve their service quality, financial performance, customer satisfaction, and the quality of relationship with their customers. Because of the importance of IT in service industries, we need to understand more clearly how customers of service providers evaluate technological products and their interaction with service employees, how IT service options affect customer’s perception of the overall service quality, and finally the quality of relationship between service provider and their customer. The results are as follows: 1.Customers’ perceptions of service quality are affected by their attitude toward using technological products and also their need to interact with service employees. 2.IT service options affect customers’ perceptions of service quality. 3.Customers’ perceptions of service quality affect the quality of their relationship with hotel. To get these results, we propose a causal model of service quality centering on linkages between key variables such as service quality and the quality of relationship. The hypothesized model is then tested based on data collected from a sample of hotel customers and using a LIRSEL approach.
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Huang, Ji-Ren, and 黃及人. "The Study of Service Quality Gap on the Service Quality of Medical Supply Information System." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/12287053056541765324.
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碩士雲林科技大學
全球運籌管理研究所碩士班
96
The information systems assessment focused on system convenient and information quality. However, with the increasing importance of service orientation, the medical supply information system (MSIS) should emphasize more about service quality. Both the system function and interface can really achieve convenience and time-saving will also affect the using of MSIS. The above factors affect the information system quality attribute. This study establishes the model of service quality gap by using the EB-SERVQUAL questionnaire which instrument to fit the system and measure employees’ perceptions. Based on the survey of 20 users and 10 directors, and the in-depth interview of 7 employees, the study found that service orientation of medical supply system positively affected users’ perceptions, and evaluation of information system service. Users’ past experiences, working needs, and control systems will directly affecte users’ perceptions. As using the system for daily work, the users showed significantly higher expected service quality and more ideas to improve MSIS than the directors. In the overall satisfaction, the expectations of the quality are higher than the awareness, especially in the two dimensions: responsiveness and reliability. The use of function obtain more attention by the staff and shows that the MSIS still have great pace for improvement. The in-depth interviews found that cognitive differences exist among directors from different departments. Finally, this study applied the analytic hierarchy process (AHP) and summarized in-depth interview, suggest the studied hospital should increase the stocks online connection enquiries, and the direct maintenance by the system outsourcing manufacturers. So they can improve the overall usage satisfaction, efficiency, control costs, and patient safety.
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Wang, Liang-Wen, and 王良文. "Scale Development for Service Quality for the Information Technology Service Industry." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/85361544184733510059.
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碩士國立交通大學
管理學院經營管理學程
101
In order to provide a standard method to measure service quality of Information Technology Service Industry, this study is to develop a suitable service quality scale which is based on Parasuraman, Zeithaml, and Berry (1985, 1988, 1991) service quality scale development steps and Churchill's (1979) suggested procedure for developing better measures and also refer to the characteristics of the information technology services industry ,so it can be used as the assessment of service quality and to improve service quality. This service quality scale of Information Technology Service includes 5 dimensions and 15 items. These 5 dimensions are “Service Information Accessibility”, “Service Responsiveness”, “Service Assurance”, “Service Courtesy” and “Data Privacy”. After using Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Cronbach α, we proved the good reliability and validity of this service quality scale. In addition to the 5 dimensions investigated by CFA, the Second-order CFA is used to verify the relevancy between the second-order factor “Service professionalism” and the 3 dimensions of “Service Responsiveness”, “Service Assurance” and “Service Courtesy”. At last, the final version of this scale is discussed and produced to provide the industry service providers as the assessment tool of service quality and for improving their service quality.
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Wu, Pieh-chi, and 吳培琦. "Flight Information Service, Pilot’s Satisfaction and Flight Quality." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/85424630502574191619.
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碩士國立成功大學
交通管理學系碩博士班
95
How to keep flight safety, and keep a perfect record has been the most important subject in civil aviation development. In any kind of aircraft, no matter large, small, private or business transportation aircraft. A pilot plays important role from take off to land. Pilots should know various information, which is relative to flight safety, such as weather condition, NOTAM (notice to airman), air traffic control information, navigation facilities, gun-firing, take-off and destination airport condition, and such kind of information is collected and provided by flight information center and flight information station. The people whom they serve are pilots and operational dispatchers (ODs). So the characteristics of flight information are not the same as other service industry, whether the data are complete and correct will affect flight safety directly. So it is essential for person’s specialty and response. This study aimed at examine the perception of service quality and importance of flight information service from the perspectives of the pilots and ODs, and discuss whether these service quality will affect pilot’s and OD’S satisfaction. By this, we will know the service and flight information that specialists provide does benefit to pilots and flight quality. This study adopted questionnaire survey by pilots and ODs who went to Song Shan and Kaohsiung flight information station and had service from those stations. Paired sample t-test was applied in test of Important and Satisfaction analysis showed that all items were significant different between pilots and ODs except item” FIS (Flight Information Station) specialist will proactively notify you about critical NOTAM and weather information”. About importance-performance analysis (IPA), most attributes located in “concentrate here” and “low priority”, another is “keep up the good work”. Besides, by exploratory factor analysis, this study extracted three service quality dimensions, these were “the expertise and trust of specialists”, “the service and attitude of specialists”, “environment and first impression of specialists”. ANOVA result indicated that only ‘co-pilot’ and ‘OD’ had significant difference on dimension “the expertise and trust of specialists”. Finally, regression analysis indicated that “the expertise and trust of specialists”、“the service and attitude of specialists” had positive impact on pilot’s and OD’s satisfaction , but only “the expertise and trust of specialists” had significant impact on flight quality, besides, pilot’s and OD’s satisfaction had significant impact on flight quality. This thesis may provide some references for civil aviation authority and flight information center to improve flight information service.
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Yeh, Shien-Lung, and 葉顯榮. "Empirical Study to Information Technology Outsourcing Service Quality." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/95026254603706520370.
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碩士國立臺灣科技大學
資訊管理系
98
It is a trend for organizations to leverage information technology outsourcing service to achieve business objectives. To improve software development and maintenance capability, Taiwan Government has been promoting to implement CMMI from year 2000 on. There are three major IT service dimensions include software design and development, operation and management of hardware and software environment, the use of information technology. Software quality metrics include quality of software development process, quality of software operation, and quality of software maintenance. Evaluation to quality of software development process is often used as elements of the software acceptance criteria. Customer perception of software quality is mainly from perception of software operation quality that includes experience with software maintenance quality. Recently, there are more and more organizations to improve its IT service maintenance capability through the implementation of ISO/IEC 20000. Most of previous researches on IT service quality were more focus on the quality of software development process, information technology infrastructure management quality or IT organization management mechanism.. There were few researches discussing software operation quality resulting in lack assessment to software quality after provision of the software. This is an empirical research to study software operation quality under the condition that buyer site implements ISO/IEC 2000 and supplier site implements CMMI for Development. Control charts and descriptive statistical analysis methods are used to analyze the relation between software operation problem management, bug fixing, software change, consulting services, and customer satisfaction to explore factors impact software operation quality. This helps the implementation of implementation of internal standards improve software development and maintenance quality.
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Lan, Wan-Tzu, and 藍婉慈. "The influence of system quality,service quality,and information quality on online impulse buying." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/49849703466618376839.
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碩士淡江大學
資訊管理學系碩士班
103
As the era of internet has come, the way of shopping has also influenced, allowing people to carry out transaction through internet. No matter whether they are brick and mortar shops or online shops, the most popular issue is about environment. Consumers usually change their ways during the process of making a decision because of the environment surrounding them. In this research, the content focuses on online impulse buying. In the past, the discussion about this involved individual factors of Web site. However, since those discussions of individual factors are only necessary but not sufficient conditions of Web site. The purpose of this research, based on S-O-R theory, is to take three aspects to measure website quality, including system quality, service quality and information quality. As these are all relating to consumers’ emotions and the shopping enjoyment, they can help us understand why they affect online impulse buying. This study use questionnaires which focus on consumption experience of consumer on the most commonly used online shop in nearly a year. A total of 527 questionnaires were collected. Since the limitation of reference about system quality, information quality, and service quality to impulse buying, this study use PLS-SEM which is suited for theory development to analyze. This study expect to max R square of the explained variance by PLS-SEM.
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Chen, Chien-Chin, and 陳建志. "Service Quality for Information System -The Logistics Information System as an Example." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/58983691003232523974.
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碩士國防管理學院
國防資訊研究所
96
With the increasing popularity of the Internet, Information System (IS) has become increasingly more profitable. The quality of the IS services should be confirmed prior to deploying it to the web site, resulting in customers that keep coming back. Therefore, this paper presents a framework that integrates Six Sigma Concept to improve the IS service process. The application in the selected company is a multi-tier framework system and there are 1,022 client sites distributed in Taiwan area, one broker server site and three application server sites, which concurrently access and store data from a center database server. When delivering application to the Intranet, users dissatisfaction was at an all time high. We applied the Six Sigma quality cycle: Define, Measure, Analyze, Improve and Control (DMAIC) to resolve this problem. We plotted user complaints against response time (define), drew up a test plan and executed the load testing (measure), collected testing data from different client sites for analysis (analyze), found where the bottleneck was and fixed it (improve) and monitored the status to satisfy users’ requirement (control).
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Chang, Wei-Ling, and 張瑋玲. "A Study of Relationship quality in Information Service Provider." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/57404721303868723044.
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碩士銘傳大學
國際企業學系碩士班
91
In the past decade, new thinking about the buyer-seller relationships is so evident that some researchers have asserted that relationship marketing is a new marketing paradigm. The relationship marketing is an integrated effort to identify, maintain, and build up a network with individual consumers and to continuously strengthen the network for the mutual benefit of both sides, through interactive, individualized and value-added contacts over a long periods of time. And relationship quality is a higher-order construct consisting of a variety of positive relationship outcomes that mirror the overall strength of a relationship and the degree to which it meets the parities’ needs and expectations. The study adopts a relationship perspective to examine and better understand service representative characteristics with information service firms have an impact on relationship quality, that is trust and satisfaction. Besides, it is worth exploring the moderating effects with relationship phase upon this relationship. In order to examine the above relationships, we conducted a business-to-business context, based on respondents of the business customers of information service provider in Taiwan. Our results demonstrate how information service representatives and firms can work toward the establishment of trust and satisfaction with their clients under varying relationship phase.
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Liu, De-Kai, and 劉得愷. "Multicasting with Information Classification and Quality of Service Guarantee." Thesis, 1999. http://ndltd.ncl.edu.tw/handle/13426775062490681696.
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Coentro, João Pimentel Peixoto. "A model of quality service management for information systems." Dissertação, 2007. http://hdl.handle.net/10216/10975.
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Tese de mestrado. Mestrado em Engenharia Electrotécnica e de Computadores (Área de especialização Tecnologias da Informação para Gestão Empresarial). Faculdade de Engenharia. Universidade do Porto. 2007
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Coentro, João Pimentel Peixoto. "A model of quality service management for information systems." Master's thesis, 2007. http://hdl.handle.net/10216/10975.
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Tese de mestrado. Mestrado em Engenharia Electrotécnica e de Computadores (Área de especialização Tecnologias da Informação para Gestão Empresarial). Faculdade de Engenharia. Universidade do Porto. 2007
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Chao, Wei-Chi, and 趙偉智. "The Study of Service Quality Related Information in Electronic Service for Express Delivery." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/52686125533684173080.
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碩士明志科技大學
工業管理研究所
95
As global networking becomes more and more popular, internet became a necessary tool for our everyday lives. Data, messages, and trades were transferred and exchanged in growing scales within the internet as businesses evolved from real-world stores to virtual stores. In 2000, express delivery services were first introduced to Taiwan. Within the evolution of the internet, more and more clients and customers starting to use internet to order and deliver goods. The study about the service quality of the delivery service and the capability of its user interface were through interviewing users. We interconnect the overall result with the ESQ (Electronic Service Quality) to find out what the key information on the website are, and finally, to understand what the users care the most about a website that provides delivery service, and the characteristic of those websites and its interface. This research mainly focus on 30 people who had used express delivery service through the internet, a survey (ESQ) and interview were given to those 30 people after they had actually used the website. Finally we gathered and interconnected the results from the survey (ESQ) and the responses from the interview. From the research we found out the relationship between the service quality and website information. And we also found out how website information effects the overall service quality. This study is extremely beneficial to express delivery website’s future development.
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Chen, Yuyu, and 陳郁郁. "Investigating the Impact of Service Quality on Consumer Satisfaction in Information Technology Service." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/74148827116739004297.
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碩士國立臺灣科技大學
管理研究所
101
According to the report from Market Intelligence & Consulting Institute (MIC), The Taiwan market for information industry was reached 225.6 billion in 2007, a 7% increase compared to last year. Therefore, there has great business potential in the information industry in Taiwan. SYSTEX is the leader of information technology service in Taiwan, but we face the serious competition. Therefore, SYSTEX has to improve to avoid other competitors get closer. This research wants to know the relationship between service quality, customer satisfaction and purchase intention, and then find a possible solution to increase the customer satisfaction of SYSTEX. Hence, SYSTEX can increase revenue and Competitiveness to make company sustainable management. Besides, this research discusses the relationship among service quality and customer satisfaction from a new aspect: business to business. This research is based on 5 dimensions and SEVERQUAL questionnaire, which is brought up by Parasuraman, Zeithaml and Berry to develop questionnaire. The research results are from cooperate clients of SYSTEX survey. The results found out as show as following: 1.The responsiveness dimension in service quality has the highest level of correlation on customer satisfaction, which means that the satisfactions from customers influence highly by the responsiveness of service personnel. 2.The empathy dimension in service quality has the highest level of correlation on repurchase intention. In other words, customers will tend to purchase products or service from same company, if customers perceive more empathy from service personnel. 3.The personal service dimension in customer satisfaction has the highest level of correlation on repurchase intention. We can tell that customers satisfactions and repurchase intention has a very close correlation. Finally, service quality, customer satisfaction and repurchase intention have a clear correlation. Therefore, company should focus on improving service quality to create a positive cycle and lead to high customer satisfaction and repurchase intention.
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Maples, Glenn. "Information system quality an examination of service-based models and alternatives /." 1997. http://books.google.com/books?id=gI7gAAAAMAAJ.
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Chen, Shu-Hua, and 陳淑華. "A Study on Service Quality of Knowledge Management Information System." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/03490943319649324517.
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碩士銘傳大學
資訊管理學系碩士在職專班
91
In the digital and knowledge-based economy, government and enterprises spend much efforts on knowledge management and build knowledge management information system (KMIS) to support the needs of users through information technologies. Therefore, from the viewpoint of marketing, custom-oriented service quality of KMIS has to be emphasized more than the system quality. The purpose of this study is to investigate the relationship between KMIS and service quality. First, this study classified KMIS into three categories: shared electronic databases, electronic bulletin, and social networks. Service quality was summarized to be with four components: data accuracy, high-speed responding, information validity and operating convenience. Finally, hypotheses were tested and the relationship between three categories and four components was reported. This study finds that users’ expectations to distinct KMIS are significantly different. Users of shared electronic databases and electronic bulletin especially emphasized data accuracy. Users of social networks require high-speed responding. And there is a positive relation between the judgments of service quality and user’s satisfaction. Fulfilling user’s expectation will increase the satisfaction of service quality. Therefore, information centers should take the variations of KMIS into consideration understand user’s expectation, and set policies of system requirements to improve the satisfaction of users and speed up the knowledge management within organization.
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Wu, Yi-Hsien, and 吳奕賢. "THE IMPACT OF NATIONAL CULTURE ON INFORMATION SYSTEMS SERVICE QUALITY." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/27406551329089278527.
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碩士國立中正大學
資訊管理學系
90
Under the influence of Internet and globalization, cultural factors must be considered into information systems service quality. This research explores the relationship between widely used Hofstede’s cultural factors and PZB’s SERVQUAL, which is used to measure information systems service quality. Sample sets are divided into two parts: banking-industry and across-industries set to avoid the influence of different information systems service quality needs. Results show that cultural factors affect information systems service quality to some extent in banking industry (P=0.907) and across industries (P=0.082) by SEM. We also use Cultural Service Quality Index to convert loadings from cultural factors. Results show that when each dimension of cultural factors gets high scores simultaneously, each dimension of information systems service quality should be emphasized in two sample sets. Suggestions to managers are also provided in the end.
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Chien, Yu-Tung, and 簡語彤. "Effects of Service Quality Related Webpage Information on Sellers’ Performance." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/25894376627118641084.
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碩士國立中央大學
資訊管理學系
103
In recent years, the development of EC is flourishing Internet booming. Due to low start-up costs, lots of online sellers appear in the online shopping industry. Besides, the buyer’s switching costs are low because of the convenience of Internet. Buyers may easily select the seller who can provide more value between many sellers. The loyalty from the buyers to the sellers is very weak, causing online shopping industry into a fierce competition. Therefore, online sellers’ top priority is how to grow the customers and retain existing customers to improve operating performance. This research attempts to find whether service quality from online shopping pages affect online sellers’ operating performances. For this reason, this research references eTransQual scale that was advanced by Bauer, Falk and Hamerschmidt (2006) and use six variables to measure seller’s service quality from online shopping pages. The six pointer variables are goods update rate, availability of cash on delivery, shipping rate, diversity of goods, total number of goods and response rate. The variables measuring seller’s sales performance include seller’s total number of trading customers, repurchasing customers, and repurchase rate. Crawler program is used in this research to collect the goods and sellers’ data that belong to “consumer electronics” or “women’s clothing” in the Ruten Online Shopping Website. After conducting partial least square (PLS) analysis, seller’s service quality from online shopping webpages has positive effect on his total number of people buying and repurchase number are verified. Moreover, diversity of goods, shipping rate, availability of cash on delivery, response rate have more significant effects in six variables. As result, this research suggests that the seller who wants to increase customers should increase his diversity of goods and shipping rate first.
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Lee, Chenghan, and 李承翰. "HEALTHCARE INFORMATION TECHNOLOGY SERVICE QUALITY: FROM A MEDICAL STAFF PERSPECTIVE." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/95318137344184949995.
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碩士國立中正大學
醫療資訊管理研究所
101
This study presents the construction of information technology service quality in healthcare industries in Taiwan. Due to the fast growth of information technology, the healthcare service industry relies more and more on information technology. To maintain the quality of service and the upgrade of healthcare information technology (HIT), HIT providers needed to effectively provide service quality in information technology. HIT have created the potential to transform healthcare delivery by making it more accessible, affordable and effective across the healthcare industries. A number of previous studies have suggested that HIT providers should focus on the research and development of healthcare information. However, there are few studies addressing the construction of HIT service quality researches. This study using literature review based on the properties of healthcare information industry to establish HIT service quality model. In conceptualizing a service quality model for healthcare information technology services, we propose that users perceive quality at three dimensions. First, “System Quality”, such as, Reliability, Ease of Use, Integration. Second, “Interaction Quality”, such as, Responsiveness, Assurance, Attitude and Expertise. Third, “Outcome Quality”, such as, Functional Benefits, Emotional Benefits and Privacy. The aim of this paper is to develop and validate HIT Service Quality model. The conceptual model of the study identifies that there are three primary quality dimensions and ten sub-dimensions which play an important role in exploring users’ perceptions of HIT Service Quality model in medical industries.
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Hsu, Yu Che, and 許毓哲. "Assessing the Service Quality of Information Systems in Internal Users." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/75477091948683591345.
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碩士大同大學
資訊經營學系(所)
103
Managing information is a critical skill for success in today’s business environment. Information system and business processes are increasingly integrated. The old system cannot undertake the new market demand and a new mission critical information system need be developed. The system quality, information quality, and service quality perceived by internal users are keys to the new system development project. In this study, we explore the users’ perceived quality of the new system through SERVQUAL. The results of the assessment will be used to assist in future development and maintenance jobs of information systems department in order to improve competitiveness.