Spatio-Temporal Graph Attention Embedding for Joint Crowd Flow and Transition Predictions

Crowd mobility prediction, in particular, forecasting flows at and transitions across different locations, is essential for crowd analytics and management in spacious environments featured with large gathering. We propose GAEFT, a novel crowd mobility analytics system based on the multi-task graph attention neural network to forecast crowd flows (inflows/outflows) and transitions. Specifically, we leverage the collective and sanitized campus Wi-Fi association data provided by our university information technology service and conduct a relatable case study. Our comprehensive data analysis reveals the important challenges of sparsity and skewness, as well as the complex spatio-temporal variations within the crowd mobility data. Therefore, we design a novel spatio-temporal clustering method to group Wi-Fi access points (APs) with similar transition features, and obtain more regular mobility features for model inputs. We then propose an attention-based graph embedding design to capture the correlations among the crowd flows and transitions, and jointly predict the AP-level flows as well as transitions across buildings and clusters through a multi-task formulation. Extensive experimental studies using more than 28 million association records collected during 2020-2021 academic year validate the excellent accuracy of GAEFT in forecasting dynamic and complex crowd mobility.

Linking Customization Capability with CRM Technology Adoption and Strategic Alignment

Building on contingency theory and the input–process–output model, this paper investigates the relationships between customer relationship management (CRM) technology adoption, customization capability, CRM effectiveness, and strategic alignment. By surveying senior managers of customized service projects from 288 information technology service firms in Taiwan, we find that CRM technology adoption has a positive relationship with customization capacity, which is, in turn, positively correlated with CRM effectiveness with the correlation being moderated by strategic alignment. This study suggests that CRM marketing and operational technologies can enhance CRM effectiveness via customization capability. This study also uncovers approaches to achieving enhancement.

Developing an Improved ITSM Framework for Ethio Telecom

Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction.

Determination of Internet Banking Customer Satisfaction - Study at SOE Bank in Indonesia

This study seeks to identify the role of perception of information technology, service quality, and trust on customer satisfaction of internet banking users in several State-Owned Enterprises (SOE) Banks in Indonesia. The study involved 228 respondents from BBRI, BMRI, and BBNI. The stages in data analysis involve the classical assumption, validity & reliability, and effect test using PLS-SEM. The results accept all hypotheses with positive and significant effects. This study finds that the optimal use and application of information technology systems can increase perceptions of internet banking use on customer satisfaction at SOE banks in Indonesia.

Information Technology Service Management System

ITSM (Information Technology Service Management System) is a Cloud-Based Web App that is designed to handle the workflow of various IT projects that are undertaken in an organization. The workflow includes the commencement of the idea of the project from the Business Department to the Central Technical Surveillance Department, which monitors the entire workflow, and the IT Department which handles the development of the project. There are various stages from the Initialization of the project, Documentation, and Validation. The Validation stages are divides into various sub-stages where the idea is presented to each department for assessment and for providing a rough estimation of the cost that would be incurred while working on the project. The members of various Departments may hold meetings to discuss and to infer upon the changes or modifications that are necessary to incorporate in the project. The goal of Web App is to serve as a platform where the information can be stored, and shared centrally, to ensure a smooth workflow.