Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services

Monocular-based 3-D seafloor reconstruction and ortho-mosaicing by piecewise planar representation

Photo-mosaicing techniques have become popular for seafloor mapping in various marine science applications. However, the common methods cannot accurately map regions with high relief and topographical variations. Ortho-mosaicing borrowed from photogrammetry is an alternative technique that enables taking into account the 3-D shape of the terrain. A serious bottleneck is the volume of elevation information that needs to be estimated from the video data, fused, and processed for the generation of a composite ortho-photo that covers a relatively large seafloor area. We present a framework that combines the advantages of dense depth-map and 3-D feature estimation techniques based on visual motion cues. The main goal is to identify and reconstruct certain key terrain feature points that adequately represent the surface with minimal complexity in the form of piecewise planar patches. The proposed implementation utilizes local depth maps for feature selection, while tracking over several views enables 3-D reconstruction by bundle adjustment. Experimental results with synthetic and real data validate the effectiveness of the proposed approach

Partial disjoint path for multi-layer protection in GMPLS networks

In this paper, different recovery methods applied at different network layers and time scales are used in order to enhance the network reliability. Each layer deploys its own fault management methods. However, current recovery methods are applied to only a specific layer. New protection schemes, based on the proposed partial disjoint path algorithm, are defined in order to avoid protection duplications in a multi-layer scenario. The new protection schemes also encompass shared segment backup computation and shared risk link group identification. A complete set of experiments proves the efficiency of the proposed methods in relation with previous ones, in terms of resources used to protect the network, the failure recovery time and the request rejection ratio

Partial nitritation of landfill leachate in a SBR prior to an anammox reactor : operation and modelling

Els lixiviats d'abocadors urbans són aigües residuals altament contaminades, que es caracteritzen per les elevades concentracions d'amoni i el baix contingut de matèria orgànica biodegradable. El tractament dels lixiviats a través dels processos de nitrificació-desnitrificació convencionals és costós a causa de la seva elevada demanda d'oxigen i la necessitat d'addició d'una font de carboni externa. En els darrers anys, la viabilitat del tractament d'aquest tipus d'afluents per un procés combinat de nitritació parcial-anammox ha estat demostrada. Aquesta tesi es centra en el tractament de lixiviats d'abocador a través d'un procés de nitritació parcial en SBR, com un pas preparatori per a un reactor anammox. Els resultats de l'estudi han demostrat la viabilitat d'aquesta tecnologia per al tractament de lixiviats d'abocador. El treball va evolucionar des d'una escala inicial de laboratori, on el procés va ser testat inicialment, a uns exitosos experiments d'operació a llarg termini a escala pilot. Finalment, la tesi també inclou el desenvolupament, calibració i validació d'un model matemàtic del procés, que té com a objectiu augmentar el coneixement del procés.

La gran obra hidràulica a les conques de la Muga i del Fluvià: dels projectes a les realitzacions (1850-1980)

La tesi aborda, des d'una perspectiva territorial i històrica, el paper que han jugat les grans infraestructures hidràuliques en dues conques fluvials mediterrànies catalanes: la Muga i el Fluvià (província de Girona). Així, s'efectua una reconstrucció retrospectiva del conjunt de projectes de gran obra hidràulica (preses, embassaments, canals complementaris) que, als últims 150 anys, han estat ideats i, en el seu cas executats, a ambdues conques. En aquest procés s'atorga una atenció especial a les justificacions, finalitats, discursos i agents socials que han inspirat la seva concepció i les causes que han conduït al seu èxit o al seu fracàs. Tot plegat es contextualitza dins dels plans, les polítiques i la legislació hidràulica estatals. L'elecció de dos rius veïns proporciona clars elements per a establir una anàlisi evolutiva comparada entre ells. Aquí s'afegirà la influencia del proper riu Ter des del moment en que es decideix l'abastament parcial amb els seus cabals a Barcelona.