What do students really think? Understanding postgraduate students' perception of service quality

This paper explores the components of Service Quality in HE from the Business School Postgraduate student perspective. A six-dimensional scale measuring Service Quality is developed based on focus group and survey data. Our findings highlight that postgraduate students are highly outcome oriented; the award of a reputable degree to gain employment is more important than learning for life. Whilst developing employable graduates, Business Schools must not neglect the core service; teaching & learning. In the long-term this contributes to employability rates and the reputation of institutions. However, as student satisfaction is an increasingly paramount objective, balancing the core service and factors perceived as important by postgraduate students is key.

Adaptation of a Task-oriented Training Environment to its Users

The problem of adapting teaching systems to the teacher has not been extensively covered in the specialised literature. The authors present the server-client architecture of a Task-Oriented Environment for Design of Virtual Labs (TOEDVL). The paper focuses on the computational models supporting its base of tasks (BT) and on two groups of behavioural tutor’s models for planning training sessions. Detailed examples are presented.

Intelligent Car Parking Locator Service

This paper presents an InfoStation-based multi-agent system facilitating a Car Parking Locator service provision within a University Campus. The system network architecture is outlined, illustrating its functioning during the service provision. A detailed description of the Car Parking Locator service is given and the system entities’ interaction is described. System implementation approaches are also considered.

A stage-oriented model (SOM) for e-commerce adoption:a study of Saudi Arabian organisations

Purpose - The purpose of this paper is to construct a new e-commerce innovation and adoption model that takes into account various stages of e-commerce adoption (interactive, non-interactive and stabilised) and covers technological, organisational and environmental factors. This was tested using data collected from manufacturing and service companies in Saudi Arabia (SA) to reveal inhibitors and catalysts for e-commerce adoption. Design/methodology/approach - This study uses new data from surveys from 202 companies and then uses exploratory factor analysis and structural equation modelling for analyses. Findings - This study shows that the new stage-oriented model (SOM) is valid and can reveal specific detailed nuances of e-commerce adoption within a particular setting. Surprising results show that SA is not so very different to developed western countries in respect to e-commerce adoption. However there are some important differences which are discussed in detail. Research limitations/implications - A new SOM for e-commerce adoption is provided which may be used by other IS adoption researchers. Practical implications - Managers responsible for the adoption of e-commerce in SA, the Middle East and beyond can learn from these findings to speed up adoption rates and make e-commerce more effective. Social implications - This work may help spread e-commerce use throughout SA, the Middle East and to other developing nations. Originality/value - The results add to the extremely limited number of empirical studies that has been conducted to investigate e-commerce adoption in the context of Arabic countries.

INFRAWEBS Semantic Web Service Development on the Base of Knowledge Management Layer

The paper gives an overview about the ongoing FP6-IST INFRAWEBS project and describes the main layers and software components embedded in an application oriented realisation framework. An important part of INFRAWEBS is a Semantic Web Unit (SWU) – a collaboration platform and interoperable middleware for ontology-based handling and maintaining of SWS. The framework provides knowledge about a specific domain and relies on ontologies to structure and exchange this knowledge to semantic service development modules. INFRAWEBS Designer and Composer are sub-modules of SWU responsible for creating Semantic Web Services using Case-Based Reasoning approach. The Service Access Middleware (SAM) is responsible for building up the communication channels between users and various other modules. It serves as a generic middleware for deployment of Semantic Web Services. This software toolset provides a development framework for creating and maintaining the full-life-cycle of Semantic Web Services with specific application support.

webComputing Service Framework

Presented is webComputing – a general framework of mathematically oriented services including remote access to hardware and software resources for mathematical computations, and web interface to dynamic interactive computations and visualization in a diversity of contexts: mathematical research and engineering, computer-aided mathematical/technical education and distance learning. webComputing builds on the innovative webMathematica technology connecting technical computing system Mathematica to a web server and providing tools for building dynamic and interactive web-interface to Mathematica-based functionality. Discussed are the conception and some of the major components of webComputing service: Scientific Visualization, Domain- Specific Computations, Interactive Education, and Authoring of Interactive Pages.

Agent-Oriented Middleware Supporting Delivery of Mobile Elearning Services

Within project Distributed eLearning Center (DeLC) we are developing a system for distance and eLearning, which offers fixed and mobile access to electronic content and services. Mobile access is based on InfoStation architecture, which provides Bluetooth and WiFi connectivity. On InfoStation network we are developing multi-agent middleware that provides context-aware, adaptive and personalized access to the mobile services to the users. For more convenient testing and optimization of the middleware a simulation environment, called CA3 SiEnv, is being created.

Context-Aware and Adaptable Architecture CA

In the paper some important notions and features of context-aware and adaptable service provision have been discussed. An approach has been described which can be used to develop architectures with the mentioned features. The abstract architecture AC3 and its application for implementing an eLearning environment have been described as well.

A New Charging and Billing Model and Architecture for the Ubiquitous Consumer Wireless World

In a Ubiquitous Consumer Wireless World (UCWW) environment the provision, administration and management of the authentication, authorization and accounting (AAA) policies and business services are provided by third-party AAA service providers (3P-AAA-SPs) who are independent of the wireless access network providers (ANPs). In this environment the consumer can freely choose any suitable ANP, based on his/her own preferences. This new AAA infrastructural arrangement necessitates assessing the impact and re-thinking the design, structure and location of ‘charging and billing’ (C&B) functions and services. This paper addresses C&B issues in UCWW, proposing potential architectural solutions for C&B realization. Implementation approaches of these novel solutions together with a software testbed for validation and performance evaluation are addressed.

VisibleZ: A Mainframe Architecture Emulator for Computing Education

This paper describes a PC-based mainframe computer emulator called VisibleZ and its use in teaching mainframe Computer Organization and Assembly Programming classes. VisibleZ models IBM’s z/Architecture and allows direct interpretation of mainframe assembly language object code in a graphical user interface environment that was developed in Java. The VisibleZ emulator acts as an interactive visualization tool to simulate enterprise computer architecture. The provided architectural components include main storage, CPU, registers, Program Status Word (PSW), and I/O Channels. Particular attention is given to providing visual clues to the user by color-coding screen components, machine instruction execution, and animation of the machine architecture components. Students interact with VisibleZ by executing machine instructions in a step-by-step mode, simultaneously observing the contents of memory, registers, and changes in the PSW during the fetch-decode-execute machine instruction cycle. The object-oriented design and implementation of VisibleZ allows students to develop their own instruction semantics by coding Java for existing specific z/Architecture machine instructions or design and implement new machine instructions. The use of VisibleZ in lectures, labs, and assignments is described in the paper and supported by a website that hosts an extensive collection of related materials. VisibleZ has been proven a useful tool in mainframe Assembly Language Programming and Computer Organization classes. Using VisibleZ, students develop a better understanding of mainframe concepts, components, and how the mainframe computer works. ACM Computing Classification System (1998): C.0, K.3.2.

Client QoE-oriented segment selection for DASH

A segment selection method controlled by Quality of Experience (QoE) factors for Dynamic Adaptive Streaming over HTTP (DASH) is presented in this paper. Current rate adaption algorithms aim to eliminate buffer underrun events by significantly reducing the code rate when experiencing pauses in replay. In reality, however, viewers may choose to accept a level of buffer underrun in order to achieve an improved level of picture fidelity or to accept the degradation in picture fidelity in order to maintain the service continuity. The proposed rate adaption scheme in our work can maximize the user QoE in terms of both continuity and fidelity (picture quality) in DASH applications. It is shown that using this scheme a high level of quality for streaming services, especially at low packet loss rates, can be achieved. Our scheme can also maintain a best trade-off between continuity-based quality and fidelity-based quality, by determining proper threshold values for the level of quality intended by clients with different quality requirements. In addition, the integration of the rate adaptation mechanism with the scheduling process is investigated in the context of a mobile communication network and related performances are analyzed.

Development of ``HealthServe'': A measure of customer service orientation in healthcare

An assessment tool designed to measure a customer service orientation among RN's and LPN's was developed using a content-oriented approach. Critical incidents were first developed by asking two samples of healthcare managers (n = 52 and 25) to identify various customer-contact situations. The critical incidents were then used to formulate a 121-item instrument. Patient-contact workers from 3 hospitals (n = 102) completed the instrument along with the NEO-FFI, a measure of the Big Five personality factors. Concurrently, managers completed a performance evaluation scale on the employees participating in the study in order to determine the predictive validity of the instrument.^ Through a criterion-keying approach, the instrument was scaled down to 38 items. The correlation between HealthServe and the supervisory ratings of performance evaluation data supported the instrument's criterion-related validity (r =.66, p $<$.0001). Incremental validity of HealthServe over the Big Five was found with HealthServe accounting for 46% of the variance.^ The NEO-FFI was used to assess the correlation between personality traits and HealthServe. A factor analysis of HealthServe suggested 4 factors which were correlated with the NEO-FFI scores. Results indicated that HealthServe was related to Extraversion, Openness to Experience, Agreeableness, Conscientiousness and negatively related to Neuroticism.^ The benefits of the test construction procedure used here over the use of broad-based measures of personality were discussed as well as the limitations of using a concurrent validation strategy. Recommendations for future studies were provided. ^

An aspect-oriented approach to designing role-based access control services

Access control (AC) limits access to the resources of a system only to authorized entities. Given that information systems today are increasingly interconnected, AC is extremely important. The implementation of an AC service is a complicated task. Yet the requirements to an AC service vary a lot. Accordingly, the design of an AC service should be flexible and extensible in order to save development effort and time. Unfortunately, with conventional object-oriented techniques, when an extension has not been anticipated at the design time, the modification incurred by the extension is often invasive. Invasive changes destroy design modularity, further deteriorate design extensibility, and even worse, they reduce product reliability. ^ A concern is crosscutting if it spans multiple object-oriented classes. It was identified that invasive changes were due to the crosscutting nature of most unplanned extensions. To overcome this problem, an aspect-oriented design approach for AC services was proposed, as aspect-oriented techniques could effectively encapsulate crosscutting concerns. The proposed approach was applied to develop an AC framework that supported role-based access control model. In the framework, the core role-based access control mechanism is given in an object-oriented design, while each extension is captured as an aspect. The resulting framework is well-modularized, flexible, and most importantly, supports noninvasive adaptation. ^ In addition, a process to formalize the aspect-oriented design was described. The purpose is to provide high assurance for AC services. Object-Z was used to specify the static structure and Predicate/Transition net was used to model the dynamic behavior. Object-Z was extended to facilitate specification in an aspect-oriented style. The process of formal modeling helps designers to enhance their understanding of the design, hence to detect problems. Furthermore, the specification can be mathematically verified. This provides confidence that the design is correct. It was illustrated through an example that the model was ready for formal analysis. ^

Business process quantitative analysis and optimization for service industries

The total time a customer spends in the business process system, called the customer cycle-time, is a major contributor to overall customer satisfaction. Business process analysts and designers are frequently asked to design process solutions with optimal performance. Simulation models have been very popular to quantitatively evaluate the business processes; however, simulation is time-consuming and it also requires extensive modeling experiences to develop simulation models. Moreover, simulation models neither provide recommendations nor yield optimal solutions for business process design. A queueing network model is a good analytical approach toward business process analysis and design, and can provide a useful abstraction of a business process. However, the existing queueing network models were developed based on telephone systems or applied to manufacturing processes in which machine servers dominate the system. In a business process, the servers are usually people. The characteristics of human servers should be taken into account by the queueing model, i.e. specialization and coordination. ^ The research described in this dissertation develops an open queueing network model to do a quick analysis of business processes. Additionally, optimization models are developed to provide optimal business process designs. The queueing network model extends and improves upon existing multi-class open-queueing network models (MOQN) so that the customer flow in the human-server oriented processes can be modeled. The optimization models help business process designers to find the optimal design of a business process with consideration of specialization and coordination. ^ The main findings of the research are, first, parallelization can reduce the cycle-time for those customer classes that require more than one parallel activity; however, the coordination time due to the parallelization overwhelms the savings from parallelization under the high utilization servers since the waiting time significantly increases, thus the cycle-time increases. Third, the level of industrial technology employed by a company and coordination time to mange the tasks have strongest impact on the business process design; as the level of industrial technology employed by the company is high; more division is required to improve the cycle-time; as the coordination time required is high; consolidation is required to improve the cycle-time. ^

An interview study of community college student perspectives on service -learning

Over the past two decades, the community college in the United States has boasted a leadership role in the movement to make education community-based and performance-oriented. This has led to an intensification in attempts to search for more innovative means to make education more experiential and relevant to students' lived experiences. ^ One such innovative program that holds promise to meet this challenge is service-learning. This paradigm attempts to relate the academic education in the classroom to community-based problems, which fits in neatly with the community-based characteristics of the community college. It promises to link ideas developed in the classroom and their practical application within the community through guided reflection. It is designed to enhance and enrich student learning of course material by combining citizenship, academic subjects, skills, and values. ^ Though many studies have been carried out in regard to the outcomes of service-learning through quantitative means, relatively few qualitative studies are available, and those available have primarily studied traditional students at four-year residential colleges or universities. Therefore, there is an urgent need to study non-traditional students' perspectives at the community college level. ^ The purpose of this study was to describe and explain the perspectives of five students at Broward Community College, Central Campus, Ft. Lauderdale, Florida. The following exploratory questions guided this study: (1) What elements constitute these students' perspectives? (2) What variables influence their perspectives? (3) What beliefs do these students hold about their service-learning experience which support or are contrary to their perspectives? ^ This ethnographic interview study was conducted over a period of twelve months and consisted of three interviews for each of the five participants. The analysis of the data was conducted following the stringent principles of ethnographic research which included constant comparative analysis. The interviews were tape recorded with the participants' permission, transcribed verbatim, and organized into categories for in-depth understanding. Furthermore, these categories were developed from the data collected and an organizational scheme for understanding and interpreting of these perspectives emerged. The researcher, as well, kept a reflective journal of the research process as part of the data set. ^ The results of this study show the need for a better grasp of the concepts of service-learning on the part of all involved with its implementation. In spite of this, all of the participants displayed gains to a greater or lesser degree in personal growth, academic skills, and citizenship skills. ^