Evaluating Passengers’ Perceived Service Quality Towards Self-Service Luggage Check-In Technologies at Airports Using SSTQUAL Scale

abstract: The focus of this study is on evaluating the perceived service quality of a passenger using Self Service Technologies (SST) based service delivery systems at airports. Previously, studies have been conducted to evaluate the benefits of these service delivery systems for the service providers and in theory, the benefits the passengers or customers may receive from using these SSTs. However, not much research has been done comparing the benefits passengers perceive from the SSTs and how the same compares with the benefits perceived by passengers while using a conventional service-employee based service delivery system, for example, manned check-in desks at airports. The data for the study was collected by surveying passengers using the scale questionnaire designed by Lin and Hsieh in 2011, named SSTQUAL (Self Service Technologies Quality), to evaluate service quality delivered by SST based service delivery systems in terms of perceived functionality, enjoyment, design-assurance-convenience, security/privacy and customization. These different dimensions were compared among passengers who utilized Self Service Kiosks (SSKs) and passengers who used check-in-desks to check their luggage in. The data derived from the responses was analyzed using Multivariate Analysis of Variance (MANOVA) to compare the between-subject effects of the dimensions as well as the overall multivariate significance in the difference between the service quality perceived between the two check-in methods. It was found that though the cumulative perceived service quality was not influenced by the method of check-in, individual service quality dimensions like Enjoyment, Design, Convenience and Assurance were influenced by the check-in method. Positive correlation was also established between the method of check-in and customer behavioral intentions of recommending and using the respective airline’s service again as well as going through the process of using the respective airline’s SST again. Keywords: Self-Service Technologies, SSTQUAL, service-quality parameters, self check-in kiosks, manned check-in desks, technological readiness, customer behavioral intentions, MANOVA.Dissertation/ThesisMasters Thesis Technology 201

Calm before the storm: the challenges of cloud computing in digital forensics

Cloud computing is a rapidly evolving information technology (IT) phenomenon. Rather than procure, deploy and manage a physical IT infrastructure to host their software applications, organizations are increasingly deploying their infrastructure into remote, virtualized environments, often hosted and managed by third parties. This development has significant implications for digital forensic investigators, equipment vendors, law enforcement, as well as corporate compliance and audit departments (among others). Much of digital forensic practice assumes careful control and management of IT assets (particularly data storage) during the conduct of an investigation. This paper summarises the key aspects of cloud computing and analyses how established digital forensic procedures will be invalidated in this new environment. Several new research challenges addressing this changing context are also identified and discussed

Heatmap-based Decision Support for Repositioning in Ride-Sharing Systems

In ride-sharing systems, platform providers aim to distribute the drivers in the city to meet current and potential future demand and to avoid service cancellations. Ensuring such distribution is particularly challenging in the case of a crowdsourced fleet, as drivers are not centrally controlled but are free to decide where to reposition when idle. Thus, providers look for alternative ways to ensure a vehicle distribution that benefits both users and drivers, and consequently the provider. We propose an intuitive means to improve idle ride-sharing vehicles\u27 repositioning: repositioning opportunity heatmaps. These heatmaps highlight driver-specific earning opportunities approximated based on the expected future demand, fleet distribution, and location of the specific driver. Based on the heatmaps, drivers make decentralized yet better-informed repositioning decisions. As our heatmap policy changes the driver distribution, we propose an adaptive learning algorithm for designing our heatmaps in large-scale ride-sharing systems. We simulate the system and generate heatmaps based on previously learned repositioning opportunities in every iteration. We then update these based on the simulation\u27s outcome and use the updated values in the next iteration. We test our heatmap design in a comprehensive case study on New York ride-sharing data. We show that carefully designed heatmaps reduce service cancellations therefore revenue loss for platform and drivers significantly

Data retention, journalist freedoms and whistleblowers

As members of the ‘fourth estate’, journalists have enjoyed certain limited protections for themselves and their sources under the laws of various countries. These protections are now uniquely challenged in the context of metadata retention and enhanced surveillance and national security protections. This article examines the recent changes to laws in Australia and the position of journalists as investigative watchdogs. It considers the nature of the new laws, the responses of journalists, the broader context of commercial journalism and the rise of the infotainment business model, and the role of the ‘networked fourth estate’ and non-institutional actors in creating accountable government in Australia.Sal Humphreys, Melissa de Zwar

Reports Of Conferences, Institutes, And Seminars

This quarter\u27s column offers coverage of multiple sessions from the 2016 Electronic Resources & Libraries (ER&L) Conference, held April 3–6, 2016, in Austin, Texas. Topics in serials acquisitions dominate the column, including reports on altmetrics, cost per use, demand-driven acquisitions, and scholarly communications and the use of subscriptions agents; ERMS, access, and knowledgebases are also featured

Monitoring and orchestration of network slices for 5G Networks

Mención Internacional en el título de doctorEste trabajo se ha realizado bajo la ayuda concedida por la Comunidad de Madrid en la Convocatoria de 2017 de Ayudas para la Realización de Doctorados Industriales en la Comunidad de Madrid (Orden 3109/2017, de 29 de agosto), con referencia IND2017/TIC-7732. This work was partly funded by the European Commission under the European Union’s Horizon 2020 program - grant agreement number 815074 (5G EVE project). The Ph.D thesis solely reflects the views of the author. The Commission is not responsible for the contents of this Ph.D thesis or any use made thereof.Programa de Doctorado en Ingeniería Telemática por la Universidad Carlos III de MadridPresidente: Antonio de la Oliva Delgado.- Secretaria: Elisa Rojas Sánchez.- Vocal: David Manuel Gutiérrez Estéve

After the Addendum: Author Rights Management and/as Library Service

This report presents the findings from a qualitative study of Rice University faculty attitudes and practices around author rights conducted by Marcel LaFlamme, a graduate student in the Department of Anthropology, during his tenure as a Fondren Fellow. This project was supervised by Shannon Kipphut-Smith, Fondren Library’s scholarly communications liaison

A new MDA-SOA based framework for intercloud interoperability

Cloud computing has been one of the most important topics in Information Technology which aims to assure scalable and reliable on-demand services over the Internet. The expansion of the application scope of cloud services would require cooperation between clouds from different providers that have heterogeneous functionalities. This collaboration between different cloud vendors can provide better Quality of Services (QoS) at the lower price. However, current cloud systems have been developed without concerns of seamless cloud interconnection, and actually they do not support intercloud interoperability to enable collaboration between cloud service providers. Hence, the PhD work is motivated to address interoperability issue between cloud providers as a challenging research objective. This thesis proposes a new framework which supports inter-cloud interoperability in a heterogeneous computing resource cloud environment with the goal of dispatching the workload to the most effective clouds available at runtime. Analysing different methodologies that have been applied to resolve various problem scenarios related to interoperability lead us to exploit Model Driven Architecture (MDA) and Service Oriented Architecture (SOA) methods as appropriate approaches for our inter-cloud framework. Moreover, since distributing the operations in a cloud-based environment is a nondeterministic polynomial time (NP-complete) problem, a Genetic Algorithm (GA) based job scheduler proposed as a part of interoperability framework, offering workload migration with the best performance at the least cost. A new Agent Based Simulation (ABS) approach is proposed to model the inter-cloud environment with three types of agents: Cloud Subscriber agent, Cloud Provider agent, and Job agent. The ABS model is proposed to evaluate the proposed framework.Fundação para a Ciência e a Tecnologia (FCT) - (Referencia da bolsa: SFRH SFRH / BD / 33965 / 2009) and EC 7th Framework Programme under grant agreement n° FITMAN 604674 (http://www.fitman-fi.eu