Six sigma approach to improve quality in E-services : an empirical study in Jordan

In the last two decades, Six Sigma approach has found its success in manufacturing sectors. The relevance of Six Sigma methodologies in service sector has been realised more recently. This paper investigates the application of Six Sigma approach to improve quality in electronic services (e-services) as more and more countries are adopting e-services as a means of providing services to their community and people through the Web. In particular, this paper presents a case study about the use of Six Sigma model to measure the customer satisfaction and quality levels achieved in e-services that were recently launched by public sector organisations in a developing country, such as Jordan. An empirical study consisting of 280 participating customers of Jordan‘s e-services is conducted and the problems are identified through the DMAIC phases of Six Sigma. The service quality levels are measured and analysed using six main criteria, namely, Website Design, Reliability, Responsiveness, Personalization, Information Quality, and System Quality. The overall result of the study indicating a 74% customer satisfaction with a Six Sigma level of 2.12 has enabled the Greater Amman Municipality to identify the usability issues associated with their e-services offered by public sector organisations and to take the leads from the results of the study to improve customer satisfaction. The aim of the paper is not only to implement Six Sigma as a measurement-based strategy for improving e-customer service quality in a newly launched e-service programme, but also to help widen its scope in investigating other service dimensions and perform comparative studies in other developing countries as future research.

Poetry descends from the sacred : an interview with Camille Paglia

An interview with writer Camille Paglia is presented. When asked of the people she criticized in her book "Break, Blow, Burn," she says that no name is known in the second half of the book. She also mentions that there has been a estrangement from poetry's visibility in education or even for magazine and newspaper reader. She adds that compared to prose, poetry is more magical.

Performance evaluation of e-government services using balance scorecard : an empirical study in Jordan

Purpose - the purpose of this paper is to emphasise on a balance between quantitative and qualitative measures, and examine the use of Balanced Scorecard to evaluate and estimate the performance of information and communication technologies (ICT) in delivering valuable e-government services through the internet. Design/methodology/approach - This study tests the hypotheses of e-government effectiveness using Balanced Scorecard technique by incorporating qualitative measures within a quantitative research methodology with data collected by means of a survey questionnaire. The survey sample of 383 stakeholders includes common customers, employees of e-government, and employees from the IT sector. The survey data were analysed to test the hypothesis in measuring e-government effectiveness from Balanced Scorecard's four dimensions: customer perspective, financial perspective, internal business process perspective, and innovation and learning perspective. Findings - The results show that the Balanced Scorecard factors fit very well with monitoring and measuring the performance of e-government in Jordan, and also in evaluating their success in IT project investments. Originality/value - This study attempts to address this gap in the literature and would benefit future studies in applying Balanced Scorecard for performance evaluation of various IT projects that are gaining huge investments from governments and organisations .

JLMC: A clustering method based on Jordan-Form of Laplacian-Matrix

Among the current clustering algorithms of complex networks, Laplacian-based spectral clustering algorithms have the advantage of rigorous mathematical basis and high accuracy. However, their applications are limited due to their dependence on prior knowledge, such as the number of clusters. For most of application scenarios, it is hard to obtain the number of clusters beforehand. To address this problem, we propose a novel clustering algorithm - Jordan-Form of Laplacian-Matrix based Clustering algorithm (JLMC). In JLMC, we propose a model to calculate the number (n) of clusters in a complex network based on the Jordan-Form of its corresponding Laplacian matrix. JLMC clusters the network into n clusters by using our proposed modularity density function (P function). We conduct extensive experiments over real and synthetic data, and the experimental results reveal that JLMC can accurately obtain the number of clusters in a complex network, and outperforms Fast-Newman algorithm and Girvan-Newman algorithm in terms of clustering accuracy and time complexity.

Capital structure and corporate performance: evidence from Jordan

This study is to investigate the effect which capital structure has had on corporate performance using a panel data sample representing of 167 Jordanian companies during 1989-2003. Our results showed that a firm’s capital structure had a significantly negative impact on the firm’s performance measures, in both the accounting and market’s measures. We also found that the short-term debt to total assets (STDTA) level has a significantly positive effect on the market performance measure (Tobin’s Q). The Gulf Crisis 1990-1991 was found to have a positive impact on Jordani an corporate performance while the out break of Intifadah in the West Bank and Gaza in September 2000 had a negative impact on corporate performance.

Does ownership affect a firm’s performance and default risk in Jordan?

This paper seeks to examine the impact of ownership structure on firm performance and the default risk of a sample of publicly listed firms.

An integrative approach to characterize Malagasy bats of the subfamily Vespertilioninae Gray, 1821, with the description of a new species of Hypsugo

© 2015 The Linnean Society of London. Although important advances have been made in recent years in the taxonomy of different families and subfamilies of Malagasy bats, those belonging to the Vespertilioninae remain partially unresolved. Herein using a mitochondrial marker (cytochrome b) as the point of departure for 76 specimens of Malagasy vespers and appropriate African taxa, we diagnose the six taxa of this subfamily on the island by overlaying different morphological and bioacoustic characters on the clade structure of sequenced animals. The species include: endemic Neoromicia matroka, which is sister to African N. capensis; endemics N. malagasyensis and N. robertsi, which form sister species; a member of the genus Hypsugo, which is sister to African H. anchietae and described herein as new to science; Pipistrellus hesperidus for which Madagascar animals are genetically close but distinct from African populations of the same species; and endemic P. raceyi, which shows segregation of eastern (mesic) and western (dry) populations and its sister species relationships are unresolved. While the external and craniodental measurements, as well as bioacoustic variables, allow only partial differentiation of these six species of Vespertilioninae, molecular characters provide definitive separation of the taxa, as do male bacular morphology.