scholarly journals Modeling the Level of User Frustration for the Impaired Telemeeting Service Using User Frustration Susceptibility Index (UFSI)

Electronics ◽  
2021 ◽  
Vol 10 (18) ◽  
pp. 2202
Author(s):  
Štefica Mrvelj ◽  
Marko Matulin
Keyword(s):  
User Study ◽  
Service Providers ◽  
End Users ◽  
User Perception ◽  
Customer Churn ◽  
Susceptibility Index ◽  
Video And Audio ◽  
User Frustration ◽  
The Impact

Modern users are accustomed to always-accessible networks ready to serve all of their communication, entertainment, information, and other needs, at the touch of their devices. Spoiled with choices provided on the competitive markets, the risk of customer churn makes network and service providers sensitive to user Quality of Experience (QoE). Services that enable people to work and industries to function in these pandemic times, such as the telemeeting service, are becoming ever more critical, not just for the end-users but also for the providers. Nevertheless, the heterogeneity of end-users network environments and the uniqueness of the service (bidirectional video and audio transmissions and interactivity between the meeting peers) imposes specific QoE requirements. Hence, this paper focuses on understanding how different service quality degradations affect user perception and frustration with such impaired service. The impact of eight quality degradations was analyzed. Based on the conducted user study, we used the multiple regression analysis and developed three models capable of predicting user Level of Frustration (LoF) for the specific degradations that we have analyzed. The models work with the User Frustration Susceptibility Index (UFSI), which categorizes users into groups based on their tendency to become frustrated with the impaired service.

scholarly journals 32.K. Skills building seminar: Using participatory health research to optimise psycho-oncological patient information material

2020 ◽  
Vol 30 (Supplement_5) ◽  
Author(s):  
◽  
Keyword(s):  
Patient Information ◽  
Health Research ◽  
Service Providers ◽  
Complex Interventions ◽  
User Participation ◽  
End Users ◽  
Vulnerable Groups ◽  
Participatory Health Research ◽  
Practical Instrument

Abstract Patient information material (PIM) is omnipresent in healthcare. It is used to convey information or to familiarize potential end-users to offers of support. PIM recaps or elaborates on relevant information and offers recommendation for action. However, the quality of available PIM varies. When the formal and content-related quality of PIM is suboptimal, it not only fails to be effective but can also lead to uncertainty, misunderstandings, resistance or ignorance (e.g. of a support offer). Highly complex information requires much attention on the quality of the PIM, especially with respect to end-users (e.g. vulnerable groups). Excellent communication through the use of PIM is thus essential within complex interventions. Checklists, such as 'Discern' or 'PEMAT', as well as criteria catalogues or evidence-based patient information standards, may assist in the development, quality assessment and optimization of PIM. The inclusion of the end-users is recommended but for various reasons does not often take place. The innovative “integrated, cross-sectional Psycho-Oncology” (isPO) programme, offers needs-driven, professional support to all adult, newly diagnosed cancer patients early in their sickness trajectory. IsPO was developed in 2018. It was implemented and a formative evaluated in 2019. When developing this programme, different PIM were created top-down by the programme designers. During implementation, it became evident that these PIM materials required further improvement. A testing and optimization process started using the participatory health research (PHR) approach and was completed in a five-month period. A PIM-optimisation team was founded, which included the project partners involved in the network support, self-help organisations and the external evaluation institute. A practical instrument (PIM-checklist) for optimising the isPO-PIM was designed, piloted and used for testing by end-users, isPO service providers, and experts. Based on the recommendations in the checklist, the material was revised accordingly. Additionally, the PIM was completed with the design of two new components. Four optimisation rounds were conducted. The optimized PIM was tested on its comprehensibility (for end-users) and its usability (for service providers). During the presentations, the audience is invited to comment on critical questions that may appear during optimization (e.g. timing). Afterwards, there will be a skill building part with a focus on collaborative learning (45 minutes). First, we will focus on the requirements for a practical instrument that is handy for end-users, service providers and experts (mind mapping exercise). Finally, participants will be able to explore the following topics “World Café” discussion: (1) how to plan, conduct and communicate the development of optimization of PIM in a CI program, (2) what needs to be considered for the optimization (e.g. team composition, resources), and (3) how to continuously achieve end-userś participation. Key messages Excellent PIM are essential for a complex interventiońs success in practice and must include information and foster actionability. the iterative PIM design processes benefits from high user participation.

The Competition Between ISPs in Presence of the Net Neutrality

2017 ◽  
Vol 6 (3) ◽  
pp. 166
Author(s):  
Mohamed El Amrani ◽  
Hamid Garmani ◽  
Mohamed Baslam ◽  
Rachid El Ayachi
Keyword(s):  
Quality Of Service ◽  
Service Providers ◽  
Decision Support Tool ◽  
Neutral Network ◽  
Net Neutrality ◽  
Internet Service ◽  
Support Tool ◽  
Content Provider ◽  
The Impact

<p>In this work, we present an economic model of computer networks that describes the in-teraction between Internet Service Providers (ISP ), customers and content provider. The competition between ISP s may be translated by the prices they require and the qualities of service (QoS) they offer. The customer demand for service from an ISP does not only de-pend on the price and quality of service (QoS) of the ISP , but it is influenced by all those offered by its competitors. This behavior has been extensively analyzed using game the-ory as a decision support tool. We interpret a non-neutral network when a content provider privileges ISP s by offering them more bandwidth to ensure proper QoS to support ap-plications that require more data transport capacity (voice over internet protocol (V OIP ) the live video streaming, online gaming). In addition, our work focuses on the price game analysis and QoS between ISP s in two cases: neutral network and non-neutral network. After showing the existence and uniqueness of equilibrium in terms of quality of service, we analyzed the impact of net neutrality on competition between ISP s. We also validated our theoretical study with numerical results, which show that the game has an equilibrium point which depends on all the parameters of the system.</p>

Factors influencing the choice of financial advisor by women stock investors in Punjab

2017 ◽  
Vol 59 (2) ◽  
pp. 192-201
Author(s):  
Mandeep Kaur ◽  
Tina Vohra
Keyword(s):  
Service Providers ◽  
Age Groups ◽  
Financial Advisors ◽  
Women Clients ◽  
Content Type ◽  
Financial Advisor ◽  
Investment Advisor ◽  
The Impact ◽  
Structured Questionnaire

Purpose The paper aims to attempt to identify the attributes that women look for in their financial advisor and to examine if the choice of attributes of a financial advisor among women investors in Punjab is the same across demographics. The understanding of the attributes that women want in their financial advisor will help the financial advisors to be mindful of the opportunities and the challenges they have to face while working with women investors. Studying the impact of demographics on the choice of the investment advisor would enable the service providers to provide women with services relevant to their unique and individual situations. Design/methodology/approach A pre-tested, well-structured questionnaire was constructed and administered personally, and the responses of 200 women investors were analyzed. The sum of the ranks assigned by women to various attributes determining the choice of a financial advisor was used to find out the most preferred attribute on the basis of which women choose their financial advisor. The Kruskal Wallis test was used to analyze the impact of demographics on the choice of the respondents. Findings The results of the study brought out that the friendliness of the financial advisor, and the quality of advice provided by them are preferred attributes determining the choice of a financial advisor. Along with this, the results also state that the preference for the attribute friendliness and quality of advice is not the same across age groups. The choice of attributes also varies according to the marital status of the respondents. Practical implications The current study will contribute toward a greater understanding of the attributes which are considered important by women while choosing their financial advisor. The study will help the financial advisors to cater to the needs of their women clients. Moreover, the study will also benefit women by bringing about a positive change in the attitude of the financial advisors in favor of them. The greater sensitization of the financial advisors toward their women clients would lead to greater stock market participation among women, thereby benefitting the society. Originality/value The paper is an attempt to identify the attributes that women look for in their financial advisor and to examine if the choice of attributes of a financial advisor among women investors in Punjab is the same across demographics or not. Therefore, the study contributes to the understanding of the investment behavior of women.

scholarly journals FAMILY QUALITY OF LIFE IN PRACTICE: A PRACTICAL APPLICATION OF THE FQOL-2006 SURVEY

2018 ◽  
Vol 9 (4) ◽  
pp. 40-48
Author(s):  
Kierstyn Butler
Keyword(s):  
Quality Of Life ◽  
Service Providers ◽  
Family Quality Of Life ◽  
Practical Application ◽  
The Family ◽  
Master's Thesis ◽  
Research Opportunity ◽  
New Research ◽  
The Impact

As families are increasingly recognized as the primary caregivers for their family members with disabilities, family quality of life (FQOL) research has focused on the impact of disability within the family. This field of research seeks to gain an understanding of the complex challenges and successes families have, with the goal of assisting families in expanding their FQOL. To accomplish this task, the FQOL survey (FQOL-2006) was created. Developed in 2000 and later revised, the FQOL-2006 survey has been used in over 20 countries to explore the perceptions of families, parents, and main caregivers of individuals with intellectual and developmental disabilities. While there has been considerable research using the FQOL-2006 survey, there is limited research that focuses on integrating the survey into practice. This article discusses a possible application of the survey in practical contexts by reflecting on some of the qualitative data collected from my recent FQOL master’s thesis study. Specifically, the article highlights the mutual benefits that service providers and families could receive by integrating the FQOL-2006 survey into service models, as it could allow professionals to establish a framework for assessing each client-family’s overall quality of life, including their greatest supports, strengths, challenges, and needs. This application provides a new research opportunity for the FQOL field for both researchers and professionals.

scholarly journals To Optimize Network Call Drops and Enhances Real Time (CDR) Data Handling with Security

2020 ◽  
Author(s):  
Ashok G V ◽  
Dr.Vasanthi Kumari P
Keyword(s):  
Real Time ◽  
Service Providers ◽  
Large Data ◽  
Network Capacity ◽  
Data Set ◽  
Satisfaction Index ◽  
Customer Churn ◽  
Trend Forecasting ◽  
Telecom Networks

The telecom networks generate multitudes and large sets of data related to networks, applications, users, network operations and real time call processing (Call Detail Record (CDR)). This large data set has the capability to give valuable business insights - for example, real-time user quality of service, network issues, call drop issues, customer satisfaction index, customer churn, network capacity forecast and many more revenue impacting insights. As even setting up of more towers for better coverage would also directly affect the health of habitants around. In this paper, the overall condition of call drops has been reviewed and possible ways to minimize the spectacles of network call drops. Applied Linear Regression algorithm which is used type of predictive analysis. Three major uses for regression analysis Determining the strength of predictors, Forecasting an effect and Trend forecasting. This paper gives to telecom service providers to improve their networks and minimize the network call drops with security. Deliver quality of services to their subscribers using the advanced technologies with accurate algorithms.

scholarly journals Impact of the New Public Management Paradigm on the Operation of Federal Establishments in Borno State, Nigeria

2017 ◽  
Author(s):  
Usman D Umaru
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Service Providers ◽  
Chi Square ◽  
New Public ◽  
The Impact

The study examined the impact of the New Public Management Paradigm on the operation of Federal establishments in Borno State, Nigeria. To achieve this objective, the collected data were analysed using Chi-square, Correlation and ANOVA. The study revealed that there is a significant improvement in the performance of the staff and the quality of service delivery in the Federal establishments under study. The study concluded that the outsourcing of services has improved the quality of service delivery. However, the policy was not being properly implemented because in some of the Federal establishments under study, the same services outsourced were being carried out by very few retained staff. They were not enough to do the job and the outsource firms given the contract, did not provide enough qualified staff to augment the short-fall. The study recommended that qualified service providers (outsourcing firms) in the relevant cadres be allowed to do the job or as an alternative, the Federal government can encourage the setting up of Independent Units in all its establishments to compete with the outsourcing firms in carrying out outsourcing services at a fee, in order to attain qualitaty service delivery.   Keywords: New Public Management, Public service, Outsourcing and Service delivery.

The Impact of Customer Churn Factors (CCF) on Customer's Loyalty

2019 ◽  
Vol 10 (1) ◽  
pp. 48-70
Author(s):  
Hussein Moselhy Syead Ahmed
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Linear Regression Analysis ◽  
Telecommunication Service ◽  
Telecommunication Services ◽  
Customer Churn ◽  
Customer's Loyalty ◽  
Churn Management ◽  
The Impact ◽  
Descriptive Method

This article analyzes the impact of customer churn factors on improving the customer loyalty towards telecommunication service providers in Egypt. To accomplish this, a descriptive method is used. 1500 unique e-mails of customers of telecommunication service providers who have used telecommunication services of these providers were randomly selected. With a 25.6% response rate, the questionnaires were distributed through email and self-administered for data collection. Linear regression analysis was used on the responses. The results showed that there is a statistically significant relationship between customer churn factors and customer loyalty to improve factors and increase loyalty achievement to the telecommunication service providers in Egypt, The implications of the study are that the providers should better manage their relationships with the customers as a competitive policy in the telecommunication service marketplace. It can do that by customer churn management to decrease churn rate and increase customer loyalty.

scholarly journals Impact of Proactive Postsales Service and Cross-Selling Activities on Customer Churn and Service Calls

2019 ◽  
Vol 23 (1) ◽  
pp. 53-69 ◽  
Author(s):  
Jan U. Becker ◽  
Martin Spann ◽  
Christian Barrot
Keyword(s):  
Large Scale ◽  
Service Providers ◽  
Telecommunications Industry ◽  
Negative Consequences ◽  
Mediating Effects ◽  
Service Failures ◽  
Customer Churn ◽  
Large Scale Field ◽  
Media Types ◽  
The Impact

In recent years, service providers have identified the proactive postsales service (PPS) as a viable measure for preempting service failures and their negative consequences. Due to the high costs associated with PPSs, companies are looking for ways to increase their efficiency. To understand how companies can increase their revenues and lower their costs, this study investigates how cross-selling activities and different media types affect the impact of a PPS on inbound service calls and customer churn. Based on a large-scale field experiment in the telecommunications industry, as well as a controlled lab experiment, the results demonstrate the overall effectiveness of the PPS and indicate two mediating effects. While the effect of cross-selling on customer churn and service calls is mediated by the customers’ uncertainty regarding the company’s motives, it is the customers’ perception of privacy invasion that mediates the influence of the contact medium on the effectiveness of the PPS. Our finding that PPS contacts have to be clear in their message and should not be perceived as invasive is an indication of the importance of service-(post)sales ambidexterity.

scholarly journals Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

2019 ◽  
Vol 8 (10) ◽  
pp. 3767-3775
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Industry ◽  
Quality Of Services ◽  
Demographic Profiles ◽  
Life Insurance Industry ◽  
The Impact

There is a strong growth potential in the India’s Life Insurance Industry. The annual growth of the industry is estimated at 12 to 15 percent for the upcoming years. This study investigates the impact that service quality has on customer satisfaction in India’s Life Insurance Industry. Moreover, the study attempts to identify the variation in perception of service quality among respondents in relation to demographic profiles. The study also postulates the best approach to evaluate the quality of services in the life insurance industry through an indepth review of literature on the various model pertaining to the current times to measure service quality. The sample consist of policy holders who receive services from life insurance companies in Durg region, Chhattisgarh. The study employs the various attributes as stated in the SERVPERF model like tangibility, reliability, assurance/safety, empathy, responsiveness along with an additional component of technology to evaluate the perception of policy holders in relation to service quality. Results of the study confirms that quality of services has a significant impact on satisfaction of the customer in life insurance industry. Age and occupation are the two most important demographic variable, which have significant effect on the overall service quality perception. From a managerial perspective, the research work gives a better understanding of how customers assess the service quality and the parameters which the service providers need to take care of while delivering services.

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