New QR Survey Methodologies to Analyze User Perception of Service Quality in Public Transport: The Experience of Madrid

Customer Satisfaction Surveys (CSS) have become an important tool for public transport planners, as improvements in the perceived quality of service lead to greater use of public transport and lower traffic pollution. Until now, Intelligent Transportation System (ITS) enhancements in public transport have traditionally included fleet management systems based on Automatic Vehicle Location (AVL) technologies, which can be used to optimize routing and scheduling, and to feed real-time information into passenger information channels. However, surveys of public transport users could also benefit from the new information technologies. As most customers carry their smartphones when traveling, Quick Response (QR) codes open up the possibility of conducting these surveys at a lower cost.This paper contributes to the limited existing literature by developing the analysis of QR codes applied to CSS in public transport and highlighting their importance in reducing the cost of data collection and processing. The added value of this research is that it provides the first assessment of a real case study in Madrid (Spain) using QR codes for this purpose. This pilot experience was part of a research project analyzing bus service quality in the same case study, so the QR code survey (155 valid questionnaires) was validated using a conventional face-to-face survey (520 valid questionnaires). The results show clearly that, after overcoming a few teething troubles, this QR code application will ultimately provide transport management with a useful tool to reduce survey costs

Experiences of spanish public administration in requirements management and acquisition management processes

This paper shows the main contributions of the 1st Symposium on Improvement Process Models and Software Quality of Public Administrations. The obtained results expose the need to promote the implementation of Software Maturity Models and show possible advantages of its application in software processes of Public Administrations. Specifically, it was analyzed the current status in two process areas: Requirements Management and Subcontracting Management.

Rural tourism quality in Spain. The "Q" mark.

The Spanish tourism stakchoiders (State Tourism Administration, public tourism agencies, hospitality sector, recreational sector, travel operators, other touristic business, etc.) have developed a very powerful and practical quality certification system for all the actors in the tourism sector, including all those actors and activities in the rural tourism sector, which traditionally do not have a proper tourism system. In this framework the Institute for Spanish Tourism Quality (ICTE) administers, manages and monitors the "Spanish Tourism Quality" "Q" Mark, as an exclusive brand that announces the quality of the activity and service provided by the certified tourist business.

Implementation of safety based incentives in Public Private Partnerships (PPPs): an empirical analysis for the case of Spain

Public Private Partnerships (PPPs) are mostly implemented to circumvent budgetary constraints, and to encourage efficiency and quality in the provision of public infrastructure in order to reach social welfare. One of the ways of reaching the latter objective is by the introduction of performance based standards tied to bonuses and penalties to reward or punish the performance of the contractor. This paper focuses on the implementation of safety based incentives in PPPs in such a way that the better the safety outcome the greater larger will be the economic reward to the contractor. The main aim of this paper is to identify whether the incentives to improve road safety in PPPs are ultimately effective in improving safety ratios in Spain. To that end, Poisson and negative binomial regression models have been applied using information of motorways of the Spanish network of 2006. The findings indicate that even though road safety is highly influenced by variables that are not much controllable by the contractor such as the Average Annual Daily Traffic and the percentage of heavy vehicles, the implementation of safety incentives in PPPs has a positive influence in the reduction of fatalities, injuries and accidents.

Effects of N fertilisation, year and prolamin alleles on guten quality in durum wheat (Triticum turgidum L. ssp. turgidum) landraces from Spain

A subset of durum wheat Spanish landraces, previously evaluated for yield at low and high nitrogen (N) levels, was analysed for quality, protein content (P) and sodium dodecyl sulphate sedimentation (SDSS) test. The evaluation was carried out at the two N rates and in two years. The influence of prolamin alleles at the Glu-1, Glu-3, Glu-B2 and Gli-1 loci on quality parameters was also studied. The non significant Variety-by-Year or Variety-by-N interactions suggested that year and N affected all the varieties in a similar manner. Year and N effects were larger than variety effect for P, which increased with N. In contrast, variety genotype exhibited a stronger influence on SDSS test, which was not affected by year and fertilizer. Variety effects on P did not reflect the variety differences for SDSS test. A high positive influence of some prolamin alleles on quality parameters was detected, mainly for SDSS values. No correlation between yield and P was detected in the landraces adapted to low N. Based on the results of yield and quality evaluations, four landraces with high yield and high gluten strength were pre-selected for low N production.

Estimation of Perceived Quality in Convergent Services

Triple-Play (3P) and Quadruple-Play (4P) services are being widely offered by telecommunication services providers. Such services must be able to offer equal or higher quality levels than those obtained with traditional systems, especially for the most demanding services such as broadcast IPTV. This paper presents a matrix-based model, defined in terms of service components, user perceptions, agent capabilities, performance indicators and evaluation functions, which allows to estimate the overall quality of a set of convergent services, as perceived by the users, from a set of performance and/or Quality of Service (QoS) parameters of the convergent IP transport network

Canopy fruit location can affect olive oil quality in Arbequina hedgerow orchards

The effect of location of fruit in canopies of hedgerow olive trees (Olea europaea L., cv. ‘Arbequina’) on quality of virgin oil was tested by analyzing oils extracted from different height layers and faces of 9 olive hedgerows (6 North-South oriented and 3 East-West). Although sensory attributes were not different other oil quality parameters may be significantly modified by fruit position. In some hedgerows, oils extracted from fruits harvested from higher layers exhibited significantly higher stability against oxidation, along with higher palmitic acid, linoleic acid and phenol contents, but lower oleic acid content. Oils extracted from fruits harvested from East and North facing hedgerows oriented North-South and East-West, respectively, exhibited higher oleic contents and lower saturated and polyunsaturated fatty acid contents. The mean phenol content of oils extracted from fruits from a North-South oriented hedgerow was significantly greater from one of the East-West oriented hedgerows. These findings may be relevant for the design of future olive hedgerows destined for olive oil production.

Quality in Blended Learning in Higher Education. A proposal for an Evaluation Model.

This paper presents an analysis of different models used to assess the quality of formative actions, considering classroom learning and distance education courses. Taking as starting point one of the analyzed models, the paper sets out the necessity of developing a new model that could measure the quality of a blended formation process, by selecting the applicable indicators and proposing some new. The model is composed of seven different categories, which include a sum of thirty five indicators. They will be used to represent courses quality level in Kiviat?s diagrams. This model is currently being put into practice in a real university environment.

Canopy fruit location can affect olive oil quality in Arbequina hedgerow orchards.

En este trabajo se recogieron muestras de aceituna procedente de distintas alturas de setos cultivados en diferentes condiciones para evaluar el efecto en la calidad del aceite.

Mapping the visual landscape quality in Europe using physical attributes

he inclusion of environmental care data in the decision-making process should be based on the results obtained after scienti?cally evaluating different environmental variables. Herein, a European landscape geographic model is presented. This landscape map would allow the environmental care variable ?visual landscape?, along with other information related to vegetation, geology, soils, cultural variables, etc., to be integrated into the planning process. The methodology used is not new since it has already been tested in Spain by the authors. Nevertheless, the model was adapted to cope with the much more extensive territory of the European Union. This meant dealing with computational dif?culties, and a lack of information. The result of this work is a raster map (100 m cell size) that evaluates landscape quality in Europe by dividing the area into seven visual quality classes. This is a practical tool for territorial development that will facilitate the environmental assessment of plans, such as infrastructure plans, within a strategic pan-European framework.

Effectiveness of safety-based incentives in Public Private Partnerships: Evidence from the case of Spain

Many countries around the world are implementing Public?Private?Partnership (PPP) contacts to manage road infrastructure. In some of these contracts the public sector introduces economic incentives to the private operator to foster the accomplishment of social goals. One of the incentives that have been introduced in some PPP contracts is related to safety in such a way that the better the safety outcome the greater will be the economic reward to the contractor. The aim of this paper is at identify whether the incentives to improve road safety in highway PPPs are ultimately effective in improving safety ratios. To this end Poisson and negative binomial regression models have been applied using information from highway sections in Spain. The findings indicate that even though road safety is highly influenced by variables that are not much controllable by the contractor such as the Average Annual Daily Traffic and the percentage of heavy vehicles, the implementation of safety incentives in PPPs has a positive influence in the reduction of fatalities, injuries and accidents.

Reliability and quality in the area of statistical thinking in Engineering

There is remarkable growing concern about the quality control at the time, which has led to the search for methods capable of addressing effectively the reliability analysis as part of the Statistic. Managers, researchers and Engineers must understand that 'statistical thinking' is not just a set of statistical tools. They should start considering 'statistical thinking' from a 'system', which means, developing systems that meet specific statistical tools and other methodologies for an activity. The aim of this article is to encourage them (engineers, researchers and managers) to develop a new way of thinking.

Canopy fruit location can affect olive oil quality in Arbequina hedgerow orchards.

The effect of location of fruit in canopies of hedgerow olive trees (Olea europaea L., cv. ‘Arbequina’) on quality of virgin oil was tested by analyzing oils extracted from different height layers and faces of nine olive hedgerows (6 North–South oriented and 3 East– West). Although sensory attributes were not different, other oil quality parameters may be significantly modified by fruit position. Oils extracted from fruits harvested from higher layers exhibited significantly higher stability against oxidation, along with higher palmitic acid, linoleic acid and phenol contents, but lower oleic acid content. Oils extracted from fruits harvested from East and North facing hedgerows oriented North–South and East–West, respectively, exhibited higher oleic contents and lower saturated and polyunsaturated fatty acid contents. The mean phenol content of oils extracted from fruits from a North–South oriented hedgerow was significantly greater from one of the East–West oriented hedgerows. These findings may be relevant for the design of future olive hedgerows destined for olive oil production.

New laser-based approaches to improve the passivation and rear contact quality in high effiency crystalline silicon solar cells

Laser processing has been the tool of choice last years to develop improved concepts in contact formation for high efficiency crystalline silicon (c-Si) solar cells. New concepts based on standard laser fired contacts (LFC) or advanced laser doping (LD) techniques are optimal solutions for both the front and back contacts of a number of structures with growing interest in the c-Si PV industry. Nowadays, substantial efforts are underway to optimize these processes in order to be applied industrially in high efficiency concepts. However a critical issue in these devices is that, most of them, demand a very low thermal input during the fabrication sequence and a minimal damage of the structure during the laser irradiation process. Keeping these two objectives in mind, in this work we discuss the possibility of using laser-based processes to contact the rear side of silicon heterojunction (SHJ) solar cells in an approach fully compatible with the low temperature processing associated to these devices. First we discuss the possibility of using standard LFC techniques in the fabrication of SHJ cells on p-type substrates, studying in detail the effect of the laser wavelength on the contact quality. Secondly, we present an alternative strategy bearing in mind that a real challenge in the rear contact formation is to reduce the damage induced by the laser irradiation. This new approach is based on local laser doping techniques previously developed by our groups, to contact the rear side of p-type c-Si solar cells by means of laser processing before rear metallization of dielectric stacks containing Al2O3. In this work we demonstrate the possibility of using this new approach in SHJ cells with a distinct advantage over other standard LFC techniques.

Resilience in Cloud Computing for Critical Systems. Resilience, Dependability, Reliability in the use of Cloud Computing in Critical Systems in Public Organizations.

La informática se está convirtiendo en la quinta utilidad (gas, agua, luz, teléfono) en parte debido al impacto de Cloud Computing en las mayorías de las organizaciones. Este uso de informática es usada por cada vez más tipos de sistemas, incluidos Sistemas Críticos. Esto tiene un impacto en la complejidad internad y la fiabilidad de los sistemas de la organización y los que se ofrecen a los clientes. Este trabajo investiga el uso de Cloud Computing por sistemas críticos, centrándose en las dependencias y especialmente en la fiabilidad de estos sistemas. Se han presentado algunos ejemplos de su uso, y aunque su utilización en sistemas críticos no está extendido, se presenta cual puede llegar a ser su impacto. El objetivo de este trabajo es primero definir un modelo que pueda representar de una forma cuantitativa las interdependencias en fiabilidad y interdependencia para las organizaciones que utilicen estos sistemas, y aplicar este modelo en un sistema crítico del campo de sanidad y mostrar sus resultados. Los conceptos de “macro-dependability” y “micro-dependability” son introducidos en el modelo para la definición de interdependencia y para analizar la fiabilidad de sistemas que dependen de otros sistemas. ABSTRACT With the increasing utilization of Internet services and cloud computing by most organizations (both private and public), it is clear that computing is becoming the 5th utility (along with water, electricity, telephony and gas). These technologies are used for almost all types of systems, and the number is increasing, including Critical Infrastructure systems. Even if Critical Infrastructure systems appear not to rely directly on cloud services, there may be hidden inter-dependencies. This is true even for private cloud computing, which seems more secure and reliable. The critical systems can began in some cases with a clear and simple design, but evolved as described by Egan to "rafted" networks. Because they are usually controlled by one or few organizations, even when they are complex systems, their dependencies can be understood. The organization oversees and manages changes. These CI systems have been affected by the introduction of new ICT models like global communications, PCs and the Internet. Even virtualization took more time to be adopted by Critical systems, due to their strategic nature, but once that these technologies have been proven in other areas, at the end they are adopted as well, for different reasons such as costs. A new technology model is happening now based on some previous technologies (virtualization, distributing and utility computing, web and software services) that are offered in new ways and is called cloud computing. The organizations are migrating more services to the cloud; this will have impact in their internal complexity and in the reliability of the systems they are offering to the organization itself and their clients. Not always this added complexity and associated risks to their reliability are seen. As well, when two or more CI systems are interacting, the risks of one can affect the rest, sharing the risks. This work investigates the use of cloud computing by critical systems, and is focused in the dependencies and reliability of these systems. Some examples are presented together with the associated risks. A framework is introduced for analysing the dependability and resilience of a system that relies on cloud services and how to improve them. As part of the framework, the concepts of micro and macro dependability are introduced to explain the internal and external dependability on services supplied by an external cloud. A pharmacovigilance model system has been used for framework validation.