scholarly journals Dual-Level Evaluation Framework for Airport User Satisfaction

2021 ◽  
Vol 12 (1) ◽  
pp. 17-30
Author(s):  
Dimitrios Dimitriou ◽  
Maria Sartzetaki ◽  
Iliana Kalenteridou
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Holistic Approach ◽  
Evaluation Framework ◽  
Transport Infrastructure ◽  
Level Of Service ◽  
Northern Greece ◽  
Modeling Framework ◽  
Traffic Demand ◽  
Satisfaction Evaluation

Passenger's satisfaction evaluation is very complicated for transport infrastructure services that accommodate high demand, mainly due to international passenger's quality attitudes, expectations, and experiences. This paper focuses on the development of the methodological framework to assessing level of service quality at airports, adopting two evaluation layers: the level of service (efficiency to manage traffic demand) and the level of expectation (performance to accommodate traveler's needs). The conceptual framework develops a holistic approach to evaluate overall level of service quality of an airport. A modeling framework then is developed to test the reliability of the level of quality and the consistency of airport level of service and level of passengers expectation. The methodology is applied in a small sized airport the Democritus Airport in Alexandroupolis, in Northern Greece. The analysis explores the passenger's satisfaction level for Greek regional airports and highlights the consistency of level of airport service and passenger's level of expectations.

Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leila Jabbari ◽  
Ali Jalali Dizaji ◽  
Mila Malekolkalami
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Method ◽  
Quality Of Services ◽  
Level Of Service ◽  
Minimum Level ◽  
Content Type ◽  
The University

PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

scholarly journals Analysis of Hospital Information System Implementation Using the Human-Organization-Technology (HOT) Fit Method: A Case Study Hospital in Indonesia

2020 ◽  
Vol 5 (6) ◽  
Author(s):  
Silvanus Chakra Puspita ◽  
. Supriyantoro ◽  
. Hasyim
Keyword(s):  
Information System ◽  
Service Quality ◽  
User Satisfaction ◽  
Hospital Information System ◽  
Partial Least Square ◽  
Evaluation Framework ◽  
P Value ◽  
System Quality ◽  
Human Organization ◽  
System Use

Background and purpose: The implementation of Hospital Information System (HIS) is important to achieve strategic objectives based on quality services. For this reason, an evaluation is needed to find out how the benefits of HIS in the hospital work unit. This study uses the evaluation framework of Human, Organization, Technology (HOT) Fit which was introduced by Yusof in 2008. Methods: This research method was carried out using a mixed method approach where the quantitative approach was processed by using Partial Least Square. The sample was obtained through proportionate stratified random sampling, namely 201 respondents who were employees of HIS users in MHJS hospital. The research instrument used a questionnaire and was measured using a Likert scale Results: Based on the results of the t-statistic test, there is a misfit which appears in the insignificant direct effect between service quality on user satisfaction (p-value 0.062), service quality on system use (p-value 0.063), organizational structure for system use (p-value 0.492) and user satisfaction with system usefulness (p-value 0.188). Conclusions: It is necessary to improve the service quality because does not significantly influence user satisfaction and system use. System quality provides a dominant influence on user satisfaction, the use of systems and organizational structures so that management plays a very important role in the implementation of HIS in MHJS hospital.

Electronic reference services: a quality and satisfaction evaluation

2019 ◽  
Vol 47 (2) ◽  
pp. 118-133 ◽  
Author(s):  
M. Elena Gómez-Cruz
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Latent Variables ◽  
Structural Model ◽  
Structural Equations ◽  
Content Type ◽  
Five Dimensions ◽  
Reference Services ◽  
Satisfaction Evaluation

Purpose An evaluation of libraries and their overall quality should consider the quality of the services they provide. Satisfaction in terms of the service provided is indicative of the quality of reference services and since these services are expensive, evaluation is therefore essential. This paper aims to outline the development of a structural equations model to evaluate service quality and user satisfaction with regard to the electronic reference service provided by Francisco Xavier Clavigero Library belongs to the Iberoamericana University, located in Mexico City. Design/methodology/approach This model suggests that service quality can be explained by way of the five dimensions of the SERVQUAL methodology, (reliability, assurance, tangibles, empathy and responsiveness) and in turn, quality explains both user satisfaction and the value of the service to its patrons. Finally, this model suggests that a positive increase in user satisfaction leads to a lineal and positive increase in user loyalty. The evaluation considered 297 users who made at least one electronic reference request during 2014. Findings The adjustment of the structural model reveals that the latent variables that explain quality are reliability and responsiveness, and that quality explains satisfaction, which in turn explains user loyalty. Originality The generation of an indicator to evaluate the reference services enables identification of its strengths and weaknesses to offer a more efficient service, considering that it represents a significant percentage of the library’s financial and human resources.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Electric Vehicle Charger Placement Optimization in Michigan Considering Monthly Traffic Demand and Battery Performance Variations

2021 ◽  
pp. 036119812098195
Author(s):  
Fatemeh Fakhrmoosavi ◽  
MohammadReza Kavianipour ◽  
MohammadHossein (Sam) Shojaei ◽  
Ali Zockaie ◽  
Mehrnaz Ghamami ◽  
...  
Keyword(s):  
Optimal Allocation ◽  
Critical Factor ◽  
Cold Weather ◽  
Contributing Factors ◽  
Modeling Framework ◽  
Long Distance ◽  
Charging Infrastructure ◽  
Traffic Demand ◽  
Adverse Weather ◽  
Performance Variations

Limited charging infrastructure for electric vehicles (EVs) is one of the main barriers to adoption of these vehicles. In conjunction with limited battery range, the lack of charging infrastructure leads to range-anxiety, which may discourage many potential users. This problem is especially important for long-distance or intercity trips. Monthly traffic patterns and battery performance variations are two main contributing factors in defining the infrastructure needs of EV users, particularly in states with adverse weather conditions. Knowing this, the current study focuses on Michigan and its future needs to support the intercity trips of EVs across the state in two target years of 2020 and 2030, considering monthly traffic demand and battery performance variations. This study incorporates a recently developed modeling framework to suggest the optimal locations of fast EV chargers to be implemented in Michigan. Considering demand and battery performance variations is the major contribution of the current study to the proposed modeling framework by the same authors in the literature. Furthermore, many stakeholders in Michigan are engaged to estimate the input parameters. Therefore, the research study can be used by authorities as an applied model for optimal allocation of resources to place EV fast chargers. The results show that for charger placement, the reduced battery performance in cold weather is a more critical factor than the increased demand in warm seasons. To support foreseeable annual EV trips in Michigan in 2030, this study suggests 36 charging stations with 490 chargers and an investment cost of $23 million.

scholarly journals Emulating Software-Defined Disaggregated Optical Networks in a Containerized Framework

2021 ◽  
Vol 11 (5) ◽  
pp. 2081
Author(s):  
Francisco-Javier Moreno-Muro ◽  
Miquel Garrich ◽  
Ignacio Iglesias-Castreño ◽  
Safaa Zahir ◽  
Pablo Pavón-Mariño
Keyword(s):  
Optical Networks ◽  
Transport Infrastructure ◽  
Optical Systems ◽  
Traffic Demand ◽  
Novel Approach ◽  
Infrastructure Project ◽  
Optical Layer ◽  
Optical Domain ◽  
Control And Management ◽  
Remote Communications

Telecom operators’ infrastructure is undergoing high pressure to keep the pace with the traffic demand generated by the societal need of remote communications, bandwidth-hungry applications, and the fulfilment of 5G requirements. Software-defined networking (SDN) entered in scene decoupling the data-plane forwarding actions from the control-plane decisions, hence boosting network programmability and innovation. Optical networks are also capitalizing on SDN benefits jointly with a disaggregation trend that holds the promise of overcoming traditional vendor-locked island limitations. In this work, we present our framework for disaggregated optical networks that leverages on SDN and container-based management for a realistic emulation of deployment scenarios. Our proposal relies on Kubernetes for the containers’ control and management, while employing the NETCONF protocol for the interaction with the light-weight software entities, i.e., agents, which govern the emulated optical devices. Remarkably, our agents’ structure relies on components that offer high versatility for accommodating the wide variety of components and systems in the optical domain. We showcase our proposal with the emulation of an 18-node European topology employing Cassini-compliant optical models, i.e., a state-of-the-art optical transponder proposed in the Telecom Infrastructure Project. The combination of our versatile framework based on containerized entities, the automatic creation of agents and the optical-layer characteristics represents a novel approach suitable for operationally complex carrier-grade transport infrastructure with SDN-based disaggregated optical systems.

scholarly journals Variable Speed Limit and Ramp Metering for Mixed Traffic Flows: A Review and Open Questions

2021 ◽  
Vol 11 (6) ◽  
pp. 2574
Author(s):  
Filip Vrbanić ◽  
Edouard Ivanjko ◽  
Krešimir Kušić ◽  
Dino Čakija
Keyword(s):  
Traffic Control ◽  
Ramp Metering ◽  
Transport Infrastructure ◽  
Control Algorithms ◽  
Speed Limit ◽  
Mixed Traffic ◽  
Traffic Flows ◽  
Variable Speed ◽  
Variable Speed Limit ◽  
Traffic Demand

The trend of increasing traffic demand is causing congestion on existing urban roads, including urban motorways, resulting in a decrease in Level of Service (LoS) and safety, and an increase in fuel consumption. Lack of space and non-compliance with cities’ sustainable urban plans prevent the expansion of new transport infrastructure in some urban areas. To alleviate the aforementioned problems, appropriate solutions come from the domain of Intelligent Transportation Systems by implementing traffic control services. Those services include Variable Speed Limit (VSL) and Ramp Metering (RM) for urban motorways. VSL reduces the speed of incoming vehicles to a bottleneck area, and RM limits the inflow through on-ramps. In addition, with the increasing development of Autonomous Vehicles (AVs) and Connected AVs (CAVs), new opportunities for traffic control are emerging. VSL and RM can reduce traffic congestion on urban motorways, especially so in the case of mixed traffic flows where AVs and CAVs can fully comply with the control system output. Currently, there is no existing overview of control algorithms and applications for VSL and RM in mixed traffic flows. Therefore, we present a comprehensive survey of VSL and RM control algorithms including the most recent reinforcement learning-based approaches. Best practices for mixed traffic flow control are summarized and new viewpoints and future research directions are presented, including an overview of the currently open research questions.

Optimizing the level of service quality of a bike-sharing system

Omega ◽  
2016 ◽  
Vol 62 ◽  
pp. 163-175 ◽  
Author(s):  
Ramon Alvarez-Valdes ◽  
Jose M. Belenguer ◽  
Enrique Benavent ◽  
Jose D. Bermudez ◽  
Facundo Muñoz ◽  
...  
Keyword(s):  
Service Quality ◽  
Level Of Service ◽  
Bike Sharing
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