scholarly journals Usability Monitoring – Extending Quality of Service Monitoring for Decision Making

2010 ◽  
Vol 1 (1) ◽  
pp. 68-99 ◽  
Author(s):  
Anne Koskinen ◽  
Jorma Jormakka
Keyword(s):  
Decision Making ◽  
Quality Of Service ◽  
Service Quality ◽  
User Experience ◽  
Situational Awareness ◽  
End User ◽  
Qos Parameters ◽  
Qos Monitoring

Abstract The paper presents a new concept, Usability Monitoring, and applies it for situational awareness applications in military Command, Control, Communication, Computers, Intelligence, Surveillance and Reconnaissance systems (C4ISR). Usability Monitoring means taking measurements of technical Quality of Service (QoS) parameters in end systems and comparing them to target values of reference cases. The concept differs from QoS monitoring in the goal and in the placement of measurement points: In QoS monitoring the goal is to verify that the network provides the promised service quality in the user system - network interface. QoS monitoring does not capture the actual end user experience, which is influenced also by the end system, and therefore it does not directly correspond to the service quality that a user sees. Usability Monitoring has exactly this goal. The Observe-Orient-Decide-Act-Loop (OODA) is a decision making concept that is widely used in the network-centric approach and it emphasizes fast decision making. The presented model for Usability Monitoring is based on the OODA-loop. It includes QoS measurements not only in the Act-phase, i.e., can the user perform the actions s/he wants or are there delays and losses that make the system less usable, but also in the Observe-phase, i.e., does the user get the information s/he subscribes to, and in the Orient-phase, i.e., does the user get confusing information and cannot orient, and also the Decide-phase, i.e. is the user able to make right decisions based on the previous steps. The measured technical QoS parameters are connected to user experience by Mean of Score (MOS) functions that are obtained by usability tests. A case study for partially evaluating the Usability Monitoring concept is from MNE5 MSA (Multinational Experimentation 5, Maritime Situational Awareness) Experimentation Event 3 that was conducted in partnership with the Navy Command Finland, Naval Warfare Centre of Sweden and NATO Allied Command Transformation (ACT) and the Singaporean Armed Forces (SAF) Future Systems Directorate. In the MNE5 MSA experimentation we were able to monitor end user experience, how the user sees the services and is able to work with the current tools and capabilities. In this article we describe how Usability Monitoring was addressed in the MNE5 MSA case study: meters for Usability Monitoring were selected and we investigated what aspects of usability affect the phases of the OODA-loop.

Femtocells for Public Safety Communications

2012 ◽  
pp. 215-244 ◽  
Author(s):  
Edward Mutafungwa ◽  
Zhong Zheng ◽  
Jyri Hämäläinen ◽  
Mika Husso ◽  
Matti Laitila
Keyword(s):  
Quality Of Service ◽  
Public Safety ◽  
Situational Awareness ◽  
Added Value ◽  
Underlying Network ◽  
Stringent Quality ◽  
Public Safety Communications

The increased adoption of rich multimedia solutions in public safety communications is enhancing information sharing for improved situational awareness as well as boosting operational efficiency. However, the aforementioned benefits also place increasingly stringent quality-of-service demands on the underlying network infrastructure. In this chapter, the authors review the added value of utilizing femtocells for various public safety communications scenarios. To that end, a detailed case study on the exploitation of femtocellular resources for emergency telemedicine applications is presented as an illustrative example. Simulations carried out for an Long Term Evolution (LTE) network environment demonstrate significant improvements in terms of achievable throughput for the emergency response personnel when access to subscriber-owned residential LTE Home eNode Bs available in the indoor emergency sites is allowed, compared to the conventional option of accessing only operator-owned macro eNode Bs.

IoT for Hospitality Industry

2020 ◽  
pp. 1388-1408
Author(s):  
Asim Sinan Yuksel ◽  
Ibrahim Arda Cankaya ◽  
Sadi Fuat Cankaya
Keyword(s):  
Decision Making ◽  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Hospitality Industry ◽  
New Technologies ◽  
Cost Effective ◽  
Environmental Benefits ◽  
Decision Making Processes

Creating and updating meal tags, printing them on small-sized papers raise the costs, cause workload and affect the service quality negatively at the hotels with all-you-can-eat buffet system. Over the last few years, we have seen that many hotels started to make use of tablets to improve the service quality, decrease the costs, provide customers ability to order foods, make reservations, manage their rooms, etc. Going paperless and including more features by adopting new technologies increase the quality of service, help customer's and staff's decision-making processes more effective, improve customer and service personnel experience. In this chapter, authors designed and developed a flexible, cost effective, easy-to-use, customer-friendly and staff oriented paperless buffet management system for the restaurants that have all-you-can-eat buffet. Through this system, they aimed to achieve enhanced customer service, increased efficiency and customer satisfaction; save time, paper and printing costs; provide environmental benefits and efficient buffet management.

scholarly journals Customer Satisfaction Is Effected By The Quality Of Service: A Case Study Indonesian

2021 ◽  
Vol 12 (3) ◽  
pp. 3560-3567
Author(s):  
Rusdiyanto Et.al
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Statistical Tests ◽  
Collection Method ◽  
Study Population ◽  
The Right

This study aims to determine and analyze the effect of service quality indicators in measurement using Tangible, Emphaty, Reliability, Responsiveness, and Assurance on Banking Customer Satisfaction in Indonesia.This research uses quantitative methods that are descriptive and tends to analyze using an inductive approach. This type of research uses Explanatary Research, the study population uses banking customers. The data collection method in this study is to spread questions with the right target, the questionnaire in this study has requirements that must be met: The questions are factual, the questions are opinion, the questions are self-perception.The findings in this study explain that service quality affects customer satisfaction, the results of statistical tests with t test can be concluded that service quality has an influence on banking customer satisfaction.

scholarly journals EFEKTIVITAS PELAYANAN DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU DALAM MENINGKATKAN INVESTASI DI KABUPATEN PANGKEP

2021 ◽  
Vol 4 (1) ◽  
pp. 41-49
Author(s):  
Ince Ahmad Ismail ◽  
Husain Hamka ◽  
Syamsuddin Maldun
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Investment Level ◽  
Independent Variable ◽  
Simultaneous Influence

Penelitian ini bertujuan untuk mengetahui dan menganalisis: 1) pengaruh secara parsial variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep. 2) pengaruh secara simultan variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep. Jenis penelitian yang akan digunakan dalam penelitian ini adalah penelitian kuantitatif dengan tipe studi kasus (Case Study). Populasi dalam penelitian ini sebanyak 55 orang, teknik pengambilan sampel dalam penelitian ini menggunakan Sampling Jenuh, sampel sebanyak 55 orang sebagai responden, teknik  pengumpulan data menggunakan kuesioner dan dukumentasi. Teknik analisis data dalam penelitian ini menggunakan analisis deskriptif dan analisis inferensial. Hasil penelitian menunjukan bahwa pengaruh secara parsial dan simultan variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep terdapat kualitas pelayanan Dinas PMPTSP dalam meningkatkan investasi di Kabupaten Pangkep seperti kejelasan tujuan, kejelasan strategi, proses analisis kebijakan, perencanaan, penyusunan program, sarana dan prasarana, sistem pengawasan, dan sistem pengendalian. This study aims to determine and analyze: 1) the partial effect of the independent variable (service quality) on the dependent variable (investment level) in the PMPTSP Office of Pangkep Regency. 2) the simultaneous influence of the independent variable (service quality) on the dependent variable (investment level) in the PMPTSP Office of Pangkep Regency. The type of research that will be used in this research is quantitative research with case study type. The population in this study was 55 people, the sampling technique in this study used saturated sampling, a sample of 55 people as respondents, data collection techniques used questionnaires and documentation. The data analysis technique in this study used descriptive analysis and inferential analysis. The results showed that the partial and simultaneous influence of the independent variable (quality of service) on the dependent variable (level of investment) in the PMPTSP Office of Pangkep Regency there was the quality of service of the PMPTSP Service in increasing investment in Pangkep Regency such as clarity of objectives, clarity of strategy, policy analysis process, planning, program preparation, facilities and infrastructure, supervision system, and control system.

scholarly journals Analysis of the Cost of Varying Levels of User Perceived Quality for Internet Access

2020 ◽  
Author(s):  
Ali Adib Arnab ◽  
John Schormans ◽  
Sheikh Razibulhasan Raj ◽  
Nafi Ahmad
Keyword(s):  
Quality Of Service ◽  
User Experience ◽  
Quality Of Experience ◽  
Internet Access ◽  
End User ◽  
Opinion Score ◽  
Commercial Organizations ◽  
The Cost ◽  
Qos Metrics

Quality of Service (QoS) metrics deal with network quantities, e.g. latency and loss, whereas Quality of Experience (QoE) provides a proxy metric for end-user experience. Many papers in the literature have proposed mappings between various QoS metrics and QoE. This paper goes further in providing analysis for QoE versus bandwidth cost. We measure QoE using the widely accepted Mean Opinion Score (MOS) rating. Our results naturally show that increasing bandwidth increases MOS. However, we extend this understanding by providing analysis for internet access scenarios, using TCP, and varying the number of TCP sources multiplexed together. For these target scenarios our analysis indicates what MOS increase you get by further expenditure on bandwidth. We anticipate that this will be of considerable value to commercial organizations responsible for bandwidth purchase and allocation.

scholarly journals Pengaruh Kualitas Pelayanan Dan Brand Ambasador Terhadap Loyalitas Pengguna Aplikasi Shopee (Studi Kasus Mahasiswa FE UISU Jurusan Management Tahun Ajaran 2017)

2021 ◽  
Vol 3 (2) ◽  
pp. 1-9
Author(s):  
Oddie Babudilla, Nilawati Nasti
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Coefficient Of Determination ◽  
Student Management ◽  
Academic Year ◽  
Variable Quality

This study was conducted to determine the effect of service quality and brand ambassador on Shopee Application User Loyalty (Case Study of FE UISU Student Management Department Academic Year 2017) as well as the results of the study. From the output above, it is known that the coefficient of determination (R Square) of 0.520 means 52 % Loyalty of shopee shopping customers can be explained by the variable Quality of service and Brand Ambassador while the remaining 48% is influenced by other variables that are not examined in this study. Based on the results of the analysis in this study, it can be concluded as follows: Product Quality (X1) has a positive and significant effect on Shopee Customer Loyalty, Brand Ambassador (X2) has a positive and significant impact on Shopee Customer Loyalty, Service Quality (X1) and Brand Ambassador (X2) simultaneously has a positive and significant influence on shopee customer loyalty

scholarly journals Wireless prototype for monitoring vehicular parking lots

2018 ◽  
Vol 1 (2) ◽  
pp. 266-273
Author(s):  
Carlos Iván Córdoba Lesmes ◽  
Brayan Stiven Plazas Vergaño ◽  
Gustavo Adolfo Higuera Castro
Keyword(s):  
Quality Of Service ◽  
Radio Frequency ◽  
Mobile Application ◽  
Web Server ◽  
Parking Space ◽  
End User ◽  
Qos Parameters ◽  
Parking Lot ◽  
The Status

This paper describes the development and implementation of a prototype that monitors the availability of space in a sheltered parking lot, establishing quality of service (QoS) parameters. Consequently, radiofrequency modules were used to transmit the information acquired through a network of adapted sensors. The samples taken from the status (available, occupied) are displayed, as well as the data acquired and sent to a web server where they are stored and displayed in a mobile application and the end user can check the status of the parking space, as well as its parking fee, location and structure. Each sensor has an accuracy of 3 mm ranging between 3 cm and 4 m, while the radio frequency transmission has a power accuracy of 4 dB to insure adequate performance.

EVALUATION OF MUSEUMS SERVICE QUALITY A RESEARCH STUDY OF MUSEUMS AND GALLERIES VISITORS’ SATISFACTION

2006 ◽  
Vol 12 (2) ◽  
pp. 37-54
Author(s):  
John Mylonakis ◽  
Eleutheria Kendristakis
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Study ◽  
Quality Service ◽  
The Public ◽  
Delivery Of Services ◽  
External Communications

As competition increases in the leisure sector, quality service is an advantage that increases the number of new and repeat users. The case study investigates whether or not the Cambridge & County Folk Museum delivers quality of service to external customers. The current visitor questionnaires are used to assess the Folk Museum's quality of service from the point of external customers through ten determinants of service quality. Staff and receptionists questionnaires identify the Folk Museum's perceptions of its service quality to the public and whether its operation is effective. The findings illustrate that there is no major disparity between the Folk Museum's internal objectives and the delivery of services. However, the Museum does need to explore which services outside audiences want the Museum to provide and to reinforce external communications in order to create positive and attractive images of the Museum for the public.

scholarly journals A Study of Telemedical Applications Based on User Experience

2015 ◽  
Vol 43 (1) ◽  
pp. 195-210
Author(s):  
Joanna Rybka ◽  
Małgorzata Plechawska-Wójcik ◽  
Tomasz Tokarek
Keyword(s):  
User Experience ◽  
Evaluation Criteria ◽  
Ease Of Use ◽  
Easy Access ◽  
End User ◽  
Software Products ◽  
Usability Problems ◽  
Expert Analysis

Abstract The popularity of telemedical applications has been increasing noticeably in recent years. Easy access to a variety of software products makes contemporary users concentrate not only on functionalities but also on the design of the Graphical User Interface (GUI) – its usefulness, ease of use, and intuitiveness. The objective of this study was to evaluate the GUI quality of selected telemedical applications dedicated to depressed patients and doctors providing medical care for this group of patients. Another aim of the paper was to propose and check assessment criteria applied to the evaluation experiment. To achieve this objective, the case study was based on two methods: expert analysis and cognitive walkthrough. The expert analysis study was conducted on three groups of users: user experience specialists, patients, and clinicians. Although the expert analysis method is usually dedicated to GUI design specialists, in this study, we also applied it to patient and physician groups. The results showed that there were no statistical differences between assessments carried out by those three groups of users. Applied testing criteria were revised with Nielsen’s heuristics. The proposed criteria helped to uncover many usability problems in several different areas during user tests. Further studies might be performed in order to strengthen accuracy and for completion of the proposed expert analysis evaluation criteria. However, our results show that the criteria we used seem to be robust enough to apply to both expert and end-user evaluations. Furthermore, multiple evaluation based on two different methods presented with better results, allowing not only problem identification but also verification.

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