Antecedents and consequences of service quality in a higher education context : A qualitative research approach

Purpose – The purpose of the paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university in Australia.

Design/methodology/approach – This research used focus group discussions with 19 students who had been studying in undergraduate and postgraduate level programs at an Australian university.

Findings – The findings show that the critical antecedents to perceived service quality are information and past experience. There are three aspects of perceived service quality, namely, academic, administrative and facilities. Student satisfaction and student trust are found to have direct and positive relationships with perceived service quality as consequences; and brand performance and behavioural intention are found to have indirect relationships with perceived service quality mediated through satisfaction and trust.

Originality/value – This paper found three separate themes and their relationships with service quality in the context of a university. These themes are: information, past experience and brand performance. Perceived service quality was found playing an important role in this theoretical model. The model provides a good explanation of university brand performance and students' behavioural intentions.

A novel trust measurement method based on certified belief in strength for a multi-agent classifier system

A novel trust measurement method, namely, certified belief in strength (CBS), for a multi-agent classifier system (MACS) is proposed in this paper. The CBS method aims to improve the performance of the constituent agents of the MACS, viz., the fuzzy min-max (FMM) neural network classifier. Trust measurement is accomplished using reputation and strength of the constituent agents. Trust is built from strong elements that are associated with the FMM agents, allowing the CBS method to improve the performance of the MACS. An auction procedure based on the sealed bid, namely, the first price method, is adopted for the MACS in determining the winning agent. The effectiveness of the CBS method and the bond (based on trust) is verified by using a number of benchmark data sets. The results demonstrate that the proposed MACS-CBS model is able to produce better accuracy and stability as compared with those from other existing methods. © 2012 Springer-Verlag London.

E-commerce trust management system reliability

Various solutions have been proposed in managing trust relationship between trading partners in eCommerce environment. Determine the reliability of trust management systems in eCommerce is most difficult issue due to highly dynamic nature of eCommerce environments. As trust management systems depend on the feedback ratings provided by the trading partners, they are fallible to strategic manipulation of the feedback ratings attacks. This paper addressed the challenges of trust management systems. The requirements of a reliable trust management are also discussed. In particular, we introduce an adaptive credibility model that distinguishes between credible feedback ratings and malicious feedback ratings by considering transaction size, frequency of ratings and majority vote to form a feedback ratings verification metric. The approach has been validated by simulation result.

Securing recommendations in grouped P2P e-commerce trust model

In dynamic peer to peer (P2P) e-commerce, it is an important and difficult problem to promote online businesses without sacrificing the desired trust to secure transactions. In this paper, we address malicious threats in order to guarantee secrecy and integrity of recommendations exchanged among peers in P2P e-commerce. In addition to trust, secret keys are required to be established between each peer and its neighbors. Further, we propose a key management approach gkeying to generate six types of keys. Our work mainly focuses on key generation for securing recommendations, and ensuring the integrity of recommendations. The proposed approach presented with a security and performance analysis, is more secure and more efficient in terms of communication cost, computation cost, storage cost, and feasibility. © 2012 IEEE.

The soft systems approach to understanding trust in alliances in Australia

Alliances are complex projects with high levels of risk and uncertainty. Despite the pain share and gain share commercial arrangement in alliances, Trust is still an issue between the Alliancing Leadership Team (ALT) and Alliancing Management Team relationship (AMT). Although the concept and components of trust have been discussed by various researchers, the characteristic of trust under different situations has not been tested within the procurement research domain. Based on semi-structured interviews with the members of the ALT and AMT of an alliance project in Australia the underlying trust based relationships between the AMT and ALT were investigated using the Soft Systems Methodology (SSM). Results demonstrate that cognitive, affect, system and cognitive-affect based trust are mediated by common good, needs, sharing, breach temptation and mishap situations. This research demonstrates that the adversarial culture of the Australian construction industry cannot be changed by the implementation of trust principles alone. The culture of suspicion dominating the ideological view of the construction industry requires organizational learning between alliance parties to execute appropriate behaviours, aligned with the alliancing philosophy, to effectively achieve ideal collaboration.

Trust evaluation for indirectly connected nodes using link community information

Inspired by recent empirical research on link communities, we borrow some important ideas and concepts for our own research to provide a more reasonable computation model of transitive trust. The key advantages of using link community methodology is to reflect on the nature of the social network features of Hierarchy and Overlap. Our research mainly resolves the computation of trust transitivity in which two nodes do not have any direct links to any link community. In this research, we discover a new direction analyzing trust transitivity. By using a social network game, we found that the link community methodology is a natural way to analyze trust in social networks. We also discovered, even in a small social network, trust has certain community features.

Is a perceived supportive physical environment important for self-reported leisure time physical activity among socioeconomically disadvantaged women with poor psychosocial characteristics? An observational study

Background Over the past decade, studies and public health interventions that target the physical environment as an avenue for promoting physical activity have increased in number. While it appears that a supportive physical environment has a role to play in promoting physical activity, social-ecological models emphasise the importance of considering other multiple levels of influence on behaviour, including individual (e.g. self-efficacy, intentions, enjoyment) and social (e.g. social support, access to childcare) factors (psychosocial factors). However, not everyone has these physical activity-promoting psychosocial characteristics; it remains unclear what contribution the environment makes to physical activity among these groups. This study aimed to examine the association between the perceived physical environment and self-reported leisure-time physical activity (LTPA) among women living in socioeconomically disadvantaged areas demonstrating different psychosocial characteristics.

Methods In 2007–8, 3765 women (18–45 years) randomly selected from low socioeconomic areas in Victoria, Australia, self-reported LTPA, and individual, social and physical environmental factors hypothesised within a social-ecological framework to influence LTPA. Psychosocial and environment scores were created. Associations between environment scores and categories of LTPA (overall and stratified by thirds of perceived environment scores) were examined using generalised ordered logistic regression.

Results Women with medium and high perceived environment scores had 20-38% and 44-70% greater odds respectively of achieving higher levels of LTPA than women with low environment scores. When stratified by thirds of psychosocial factor scores, these associations were largely attenuated and mostly became non-significant. However, women with the lowest psychosocial scores but medium or high environment scores had 76% and 58% higher odds respectively of achieving ≥120 minutes/week (vs. <120 minutes/week) LTPA.

Conclusions Acknowledging the cross-sectional study design, the findings suggest that a physical environment perceived to be supportive of physical activity might help women with less favourable psychosocial characteristics achieve moderate amounts of LTPA (i.e. ≥120 minutes/week). This study provides further support for research and public health interventions to target perceptions of the physical environment as a key component of strategies to promote physical activity.

Perceived discrimination and stigmatisation against severely obese women : age and weight loss make a difference

Aims: Patients’ perceptions about weight-related stigma and discrimination were assessed in 2 groups of patients, obese and laparoscopic adjustable gastric banding (LAGB).

Methods: Seven focus group sessions were held including a total of 32 women, 8 obese (body mass index 35+) and 24 who had lost 50&percnt; of excess weight following bariatric surgery. During the sessions, participants were asked to consider their experiences in situations including general, family, friends, work place, medical, and educational settings.

Results: Whilst perceptions of discrimination and stigmatisation were common and affected many life situations, they were less prevalent than previous reports. It appeared that it was not the frequency or number of events which affected an individual but the intensity of the experience. Younger women reported greater discrimination than older women and felt the social consequences of obesity to a greater extent. Older women were more concerned about the consequences of being overweight on their health.

Conclusions: Women who had lost weight considered that aspects of their own behaviours when obese contributed to their experiences of discrimination and stigmatisation. Perceptions of discrimination and stigmatisation appear to be influenced by age and current weight status.