An empirical assessment of customer satisfaction and quality of servisse: Comparing Servqual and Servperf

This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.

An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF

This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.

Comparative analysis between statistical and artificial intelligence models in business failure prediction

A growing number of predicting corporate failure models has emerged since 60s. Economic and social consequences of business failure can be dramatic, thus it is not surprise that the issue has been of growing interest in academic research as well as in business context. The main purpose of this study is to compare the predictive ability of five developed models based on three statistical techniques (Discriminant Analysis, Logit and Probit) and two models based on Artificial Intelligence (Neural Networks and Rough Sets). The five models were employed to a dataset of 420 non-bankrupt firms and 125 bankrupt firms belonging to the textile and clothing industry, over the period 2003–09. Results show that all the models performed well, with an overall correct classification level higher than 90%, and a type II error always less than 2%. The type I error increases as we move away from the year prior to failure. Our models contribute to the discussion of corporate financial distress causes. Moreover it can be used to assist decisions of creditors, investors and auditors. Additionally, this research can be of great contribution to devisers of national economic policies that aim to reduce industrial unemployment.

Comparative Analysis between Statistical and Artificial Intelligence Models in Business Failure Prediction

A growing number of predicting corporate failure models has emerged since 60s. Economic and social consequences of business failure can be dramatic, thus it is not surprise that the issue has been of growing interest in academic research as well as in business context. The main purpose of this study is to compare the predictive ability of five developed models based on three statistical techniques (Discriminant Analysis, Logit and Probit) and two models based on Artificial Intelligence (Neural Networks and Rough Sets). The five models were employed to a dataset of 420 non-bankrupt firms and 125 bankrupt firms belonging to the textile and clothing industry, over the period 2003–09. Results show that all the models performed well, with an overall correct classification level higher than 90%, and a type II error always less than 2%. The type I error increases as we move away from the year prior to failure. Our models contribute to the discussion of corporate financial distress causes. Moreover it can be used to assist decisions of creditors, investors and auditors. Additionally, this research can be of great contribution to devisers of national economic policies that aim to reduce industrial unemployment.

Estresse e desordem temporomandibular (DTM) : incidência e relação em docentes de nível

RESUMO: O trabalho docente exige dedicação em sala de aula e fora dela, pois o professor vê-se na missão de educador, formador de opiniões e de futuros profissionais no mercado de trabalho. Uma das patologias que pode ocorrer devido ao estresse gerado pela docência é o desenvolvimento de Desordens Temporomandibulares, que acarretará cefaleias, dores musculares na região cervical e facial e alterações posturais. Tivemos a pretensão de conduzir nossas reflexões sobre o estresse do docente para procurar responder às nossas inquietações. Para isso, formulamos o seguinte questionamento: qual a incidência e a relação entre o estresse e o desenvolvimento de Desordens Temporomandibulares no docente de nível superior? O objetivo geral desta investigação foi descrever e analisar a relação entre o estresse e a incidência de Desordem Temporomandibular (DTM) em docentes de nível superior da cidade de Palmas – Tocantins – Brasil. Para contemplar o objetivo geral, buscamos verificar a presença ou não de estresse e os principais sintomas de estresse nos docentes de Ensino Superior, identificando a fase do estresse em que os professores se encontravam e verificar a presença ou não de DTM e seus graus. Procuramos, ainda, avaliar a relação entre sexo e presença de estresse, estado civil e presença de estresse, o tempo de docência e a presença de estresse e a relação entre a carga horária em sala de aula e a carga horária total de trabalho e a presença de estresse, entre sexo e presença de DTM, estado civil e presença de DTM, o tempo de docência e a presença de DTM e a relação entre a carga horária em sala de aula e carga horária total de trabalho e a presença de DTM. A metodologia utilizada, para a realização deste trabalho, foi de caráter exploratório e descritivo com uma abordagem quantitativa dos dados obtidos. A pesquisa caracterizou-se num estudo de campo, fundamentada em um instrumento denominado “Inventário de Sintomas de Stress Lipp – ISSL” da autora Marilda Lipp (2005), versão para adulto, ao qual acrescentamos dados sociodemográficos (estado civil, tempo de docência, carga horária de sala de aula e de trabalho total). Recorremos, ainda, ao Questionário Índice de Helkimo para identificar a ocorrência de DTMs. A coleta dos dados foi realizada a partir de uma amostra de duzentos e trinta e três (233) docentes de Ensino Superior, com idade entre 23 e 74 anos. Com base na análise realizada, os resultados revelaram que a presença de sintomas de estresse se encontra em 106 (45,49%) docentes, com predomínio da fase de resistência. Verificamos que 127 (54,5%) docentes não apresentam estresse. A sintomatologia predominante são sintomas psicológicos. Vimos que o tempo de docência e a jornada de trabalho não contribuem como um valor preditivo da presença de estresse, bem como o estado civil, e verificamos que o sexo feminino apresentou mais sintomas de estresse. Ao analisarmos a presença ou não de DTM, vimos que os docentes apresentam sintomas de DTM em sua maioria, encontrada em 187 docentes (80,25%), com predomínio do grau de DTM leve. Vimos que o tempo de docência e a jornada de trabalho não contribuem como um valor significativo para a presença de DTM, mas que o sexo feminino apresentou mais sintomas de DTM, bem como os casados. Buscando responder ao problema norteador desta 6 investigação, vimos que, mesmo nos docentes sem presença de estresse, havia sintomas de DTM. Esses dados indicam que a profissão docente pode causar sobrecargas e gerar a DTM. Diante dessa amostra de docentes pesquisados, concluímos que os dados aqui apresentados sugerem uma ampliação do estudo. Considerando a relevância do papel desempenhado pelos docentes das Instituições de Ensino Superior na formação dos acadêmicos e em sua efetiva transformação em futuros profissionais, nossa contribuição para o conhecimento do processo de estresse e os graus de DTM na atividade docente proporcionará oportunidade aos profissionais das diversas áreas do conhecimento e, principalmente, aos docentes para despertarem para a elaboração de programas de combate, controle e prevenção do estresse e do desenvolvimento de DTMs, resultando, dessa forma, na conquista de uma vida mais saudável, tanto na área física quanto na área psicológica. ABSTRACT: Abstract The teacher’s job requires dedication in and out of the classroom for a teacher is in a education mission, he/she is an opinion maker and responsible for future professionals in the market. One of the pathologies that may take place due to the stress caused by this job is the Temporomandibular Joint Disorder (TMD) that will trigger cephaleas, muscle pain in the cervical and facial area and posture changes. The purpose of this paper is to conduct reflections about teachers’ stress trying to answer the following question: What is the incidence rate and correlation between stress and the occurrence of Temporomandibular Joint Disorder (DTM) in teachers of institutions of higher learning in the city of Palmas – Tocantis – Brazil. To fulfill the general purpose we tried to verify the presence or not of stress and the principal symptoms in teachers in universities and colleges, identifying the levels of stress that they were, and verifying the presence or not of TMD and its levels. We tried to evaluate the correlation between gender and the occurrence of stress, marital status and the presence of stress, career time and the presence of stress, and time working in classroom and the total time of work and the presence of stress. The methodology used to perform this was an exploratory and descriptive study with a quantitative approach of the data gathered. The research was characterized by a field study, fundamented by a tool called “Lipp Stress Symptom Inventory – ISSL” from the author Marilda Lipp (2005), adult version, which we also added social-demographic data (marital status, time teaching, hours working in the classroom, and total time of work). We also used the Helkimo Index Questionnaire to identify the occurrence of TMD’s. The data was collected from a sample of two hundred three (233) teachers of universities and colleges between 23 to 74 years of age. Based on the analysis performed, the results showed the presence of stress among 106 (45.49%) of the teachers, with the predominance of the resistance level. We observed that some 127 teachers (54.5%) did not show stress. The predominant symptomology were psychological ones. We observed that time of experience and the schedule do not influence as a predictive value for the stress presence, neither does the marital status and we also observed that the female gender showed more stress symptoms. When we analyzed the presence or not of TMD, we observed that most of the teachers showed symptoms of TMD, some 187 teachers (80.25%), with the predominance of first level TMD. We observed that the time as teacher and the schedule do not influence with an important value for the TMD presence, however the feminine gender as well as married teachers showed more symptoms of TMD. Trying to answer the most important issue of this study, we saw that even without the occurrence of stress the TMD was present showing that the profession can cause overwork and consequently TMD. With this sample of teachers studied we conclude that the found data suggest a wider research. Considering the role performed by teachers of universities and colleges in the development of students and future professionals, our contribution for the understanding of the stress development and TMD levels in the teaching activity will enable the opportunity for professionals of different areas of knowledge, and 8 principally for teachers, to awaken to the need to develop programs to fight, control, and prevent stress and the development of TMD, therefore resulting in a healthier life, both a physical as well as a psychological one.

Assessment and prediction of asthma and its severity in the pediatric community

Seventy four asthmatic children aged 7 to 11 years were examined along with controls matched by age and sex. Clinical and laboratory investigations preceded a 28-day follow-up where data about morning and evening peak expiratory flow rate (PEF), symptoms and treatment were recorded. The coefficient of variation of PEF was found to be an objective measurement of asthma severity that has statistically significant correlation with both symptoms (r s= .36) and treatment (r s= .60). Moreover, it separates mild and severe asthmatics, as confirmed by statistically significant differences (p= .008 or less) in symptoms, treatment, skin allergy and airways response to exercise. Skin allergy and airways responsiveness to exercise were found to be predictors of both disease and severity. By means of logistic regression analysis it was possible to establish the probabilities for both asthma and severe asthma when children presenting and not presenting these characteristics are compared. One single positive skin test represent a probability of 88% for the development of asthma and a probability of 70% for severe disease. A PEF reduction of 10% after an exercise test implies a probability of 73% for disease and a probability of 64% for severe disease. Increases in these variables imply geometrically increased risks and their presence together have a multiplicative effect in the final risk.

Genotoxicity biomarkers micronucleus, nucleoplasmic bridges and nuclear buds

The increase of mortality from cancer brought urgency in identification and validation of predictive markers of risk and therefore early diagnosis. There is evidence that cytogenetic biomarkers are positively correlated with risk of cancer, and this is validated by studies of cohort and case-control. Cytokinesis-blocked micronucleus (CBMN) assay is used extensively in molecular epidemiology, and can be considered as a “cytome” assay covering cell proliferation, apoptosis, necrosis and chromosomal changes. The chromosomal alterations most reported and studied by the CBMN are: micronucleus (MN), nucleoplasmic bridges (NPB) and nuclear buds (NBUDS). The use of the MN assay in biomonitoring studies had a large increase in the last 15 years and international projects such as the HUMN have helped to increase the applicability and reliability of these tests.

Adaptive deblocking filter for transform domain Wyner-Ziv video coding

Wyner-Ziv (WZ) video coding is a particular case of distributed video coding, the recent video coding paradigm based on the Slepian-Wolf and Wyner-Ziv theorems that exploits the source correlation at the decoder and not at the encoder as in predictive video coding. Although many improvements have been done over the last years, the performance of the state-of-the-art WZ video codecs still did not reach the performance of state-of-the-art predictive video codecs, especially for high and complex motion video content. This is also true in terms of subjective image quality mainly because of a considerable amount of blocking artefacts present in the decoded WZ video frames. This paper proposes an adaptive deblocking filter to improve both the subjective and objective qualities of the WZ frames in a transform domain WZ video codec. The proposed filter is an adaptation of the advanced deblocking filter defined in the H.264/AVC (advanced video coding) standard to a WZ video codec. The results obtained confirm the subjective quality improvement and objective quality gains that can go up to 0.63 dB in the overall for sequences with high motion content when large group of pictures are used.

Statistical motion learning for improved transform domain Wyner-Ziv video coding

Wyner - Ziv (WZ) video coding is a particular case of distributed video coding (DVC), the recent video coding paradigm based on the Slepian - Wolf and Wyner - Ziv theorems which exploits the source temporal correlation at the decoder and not at the encoder as in predictive video coding. Although some progress has been made in the last years, WZ video coding is still far from the compression performance of predictive video coding, especially for high and complex motion contents. The WZ video codec adopted in this study is based on a transform domain WZ video coding architecture with feedback channel-driven rate control, whose modules have been improved with some recent coding tools. This study proposes a novel motion learning approach to successively improve the rate-distortion (RD) performance of the WZ video codec as the decoding proceeds, making use of the already decoded transform bands to improve the decoding process for the remaining transform bands. The results obtained reveal gains up to 2.3 dB in the RD curves against the performance for the same codec without the proposed motion learning approach for high motion sequences and long group of pictures (GOP) sizes.

Maternal neurotic symptoms and infants' risk of developing persistent diarrhoea

A previously calculated predictive model for health risk selects infants who suffer 4-5 times more morbidity than their unselected peers. Preliminary results suggested that this risk is related to maternal neurotic symptomatology. To evaluate this hypothesis, 52 consecutive mothers whose infants had a positive predictive score (Group 1) and 52 in whom this was negative (Group 2) were evaluated by means of Goldberg's General Health Questionnaire (GHQ - 30). A total of 41.9% and 20.5% of the mothers in Groups 1 and 2, respectively, scored above 11 points in GHQ-30, established as the cut off point. It is concluded that among poor urban families in Santiago mothers of infants with high risk of persistent diarrhoea have increased frequency of detectable neurotic symptoms. New programs aimed at this type of infant should include psychological support for their mothers.

Rastreio neonatal da homocistinúria clássica revela uma elevada frequência da deficiência em MAT I/III na Península Ibérica

A homocistinúria devida à deficiência da enzima cistationina -sintetase ou “homocistinúria clássica” é uma doença metabólica rara (1/344 000 RN), de transmissão autossómica recessiva e caracterizada por elevada heterogeneidade clínica, que frequentemente contribui para o diagnóstico tardio. Existe tratamento efetivo, se instituído antes de se instalarem sintomas irreversíveis, pelo que tem sido incluída num número considerável de programas de rastreio neonatal. O rastreio baseia-se na determinação dos níveis plasmáticos de metionina, por espectrometria de massa em tandem (ms/ms), mas conduz à identificação de muitos casos falsos-positivos, portadores de uma condição com significado clínico não completamente esclarecido, a deficiência em metionina adenosiltransferase (MAT I/III). Ambas as condições são rastreadas na Galiza e em Portugal desde 2000 e 2004, respetivamente. Desde então, foram identificados três doentes com homocistinúria clássica e 44 doentes com deficiência em MAT I/III. Uma forma dominante, e aparentemente benigna, desta última condição, associada à mutação p.R264H, parece ser muito frequente na Península Ibérica. A implementação de um teste de segunda linha, consistindo na determinação da homocisteína total, permitiria reduzir consideravelmente o número de RN identificados com deficiência em MAT I/III e melhorar a especificidade e valor positivo preditivo do rastreio da homocistinúria clássica.

A paramiloidose em Portugal: reflexão sobre o paradigma da transplantação hepática motivada por um caso clínico

A Polineuropatia Amiloidótica Familiar de tipo português (PAF) ou ATTR V30M é uma doença hereditária cuja prevalência em Portugal é elevada, sendo diagnosticados cerca de 60 novos casos todos os anos. Uma doente com PAF submeteu-se a um segundo transplante hepático de um dador cadavérico depois de se ter constatado que o primeiro dador era portador de TTR V30M. Com este artigo breve pretende-se realizar uma reflexão sobre o interesse, a prática e o enquadramento legal que condicionam a realização de testes genéticos preditivos em dadores de fígado na transplantação de doentes com paramiloidose. A determinação da presença (ou não) de proteína mutada no soro do segundo dador foi realizada por espectrometria de massa precedida de imunoprecipitação da proteína transtirretina. A realização de testes genéticos que permitam determinar a condição de portador de TTR V30M em dadores de fígado, deveria ser considerada no quadro das políticas de transplante em Portugal.

Enthalpies of Solution of 1-Butyl-3-methylimidazolium Tetrafluoroborate in 15 Solvents at 298.15 K

Enthalpies of solution of 1-butyl-3-methylimidazolium tetra fluoroborate, [BMIm]BF4, are reported at 298.15 K in a set of 15 hydrogen bond donor and hydrogen bond acceptor solvents, chosen by their diversity, namely, water, methanol, ethanol, 1,2-ethanediol, 2-choroethanol, 2-methoxyethanol, formamide, propylene carbonate, nitromethane, acetonitrile, dimethyl sulfoxide, acetone, N,N-dimethylformamide, N,N-dimethylacetamide, and aniline. These values are shown to be largely independent of [BMIm]BF4 concentration. The obtained enthalpies of solution vary from very endothermic to quite exothermic, thus showing a very high sensitivity of the enthalpies of solution of [BMIm]BF4 to solvent properties. Solvent effects on the solution process of this IL are analyzed by a quantitative structure-property relationship methodology, using the TAKA equation and a modified equation, which significantly improves the model's predictive ability. The observed differences in the enthalpies of solution are rationalized in terms of the solvent properties found to be relevant, that is, pi* and E-T(N).

Advanced side information creation techniques and framework for Wyner-Ziv video coding

Recently, several distributed video coding (DVC) solutions based on the distributed source coding (DSC) paradigm have appeared in the literature. Wyner-Ziv (WZ) video coding, a particular case of DVC where side information is made available at the decoder, enable to achieve a flexible distribution of the computational complexity between the encoder and decoder, promising to fulfill novel requirements from applications such as video surveillance, sensor networks and mobile camera phones. The quality of the side information at the decoder has a critical role in determining the WZ video coding rate-distortion (RD) performance, notably to raise it to a level as close as possible to the RD performance of standard predictive video coding schemes. Towards this target, efficient motion search algorithms for powerful frame interpolation are much needed at the decoder. In this paper, the RD performance of a Wyner-Ziv video codec is improved by using novel, advanced motion compensated frame interpolation techniques to generate the side information. The development of these type of side information estimators is a difficult problem in WZ video coding, especially because the decoder only has available some reference, decoded frames. Based on the regularization of the motion field, novel side information creation techniques are proposed in this paper along with a new frame interpolation framework able to generate higher quality side information at the decoder. To illustrate the RD performance improvements, this novel side information creation framework has been integrated in a transform domain turbo coding based Wyner-Ziv video codec. Experimental results show that the novel side information creation solution leads to better RD performance than available state-of-the-art side information estimators, with improvements up to 2 dB: moreover, it allows outperforming H.264/AVC Intra by up to 3 dB with a lower encoding complexity.

A model to forecast financial failure, in non financial galician SMES

We are concerned with providing more empirical evidence on forecast failure, developing forecast models, and examining the impact of events such as audit reports. A joint consideration of classic financial ratios and relevant external indicators leads us to build a basic prediction model focused in non-financial Galician SMEs. Explanatory variables are relevant financial indicators from the viewpoint of the financial logic and financial failure theory. The paper explores three mathematical models: discriminant analysis, Logit, and linear multivariate regression. We conclude that, even though they both offer high explanatory and predictive abilities, Logit and MDA models should be used and interpreted jointly.