Livelock and Deadlock Detection for PA Inter-organizational Business Processes.

The Public Administration domain is characterized by the dominance of inter-organizational Business Processes. These are a set of interrelated and sequential activities shared and executed by two or more Public Administration officies to achieve a business objective that is of value to citizens or companies in term of services. A Business Process results from the un-trivial integration of internal administration processes, so that structural problems such as livelock or deadlock may easily occur and in reality they are generally solved by involved civil servants. Nevertheless with the shift versus an electronic government this problem becomes particularly relevant. The paper presents a suitable approach for inter-organizational Business Process detection of livelock and deadlock situations. In particular, we introduce an approach to directly verify a Business Process modeled using the BPMN 2.0 semi-formal notation. The verification uses a state evaluation technique with an optimized unfolding algorithm considering specific BPMN 2.0 characteristics. A plug-in for the Eclipse platform has been also developed, which permits to have an integrated environment in which to design Business Process, using the Eclipse BPMN 2.0 Modeler, and to automatically verify it. The approach and the tool prototype have been successfully applied to real scenarios such as family reunion, grant citizenship and buoncer registration

Diagnosing Business Processes

Ministerio de Ciencia y Tecnología TIN2015-63502-C3-2-

Factors Influencing Customer Satisfaction towards E-shopping in Malaysia

Online shopping or e-shopping has changed the world of business and quite a few people have decided to work with these features. What their primary concerns precisely and the responses from the globalisation are the competency of incorporation while doing their businesses. E-shopping has also increased substantially in Malaysia in recent years. The rapid increase in the e-commerce industry in Malaysia has created the demand to emphasize on how to increase customer satisfaction while operating in the e-retailing environment. It is very important that customers are satisfied with the website, or else, they would not return. Therefore, a crucial fact to look into is that companies must ensure that their customers are satisfied with their purchases that are really essential from the ecommerce’s point of view. With is in mind, this study aimed at investigating customer satisfaction towards e-shopping in Malaysia. A total of 400 questionnaires were distributed among students randomly selected from various public and private universities located within Klang valley area. Total 369 questionnaires were returned, out of which 341 questionnaires were found usable for further analysis. Finally, SEM was employed to test the hypotheses. This study found that customer satisfaction towards e-shopping in Malaysia is to a great extent influenced by ease of use, trust, design of the website, online security and e-service quality. Finally, recommendations and future study direction is provided. Keywords: E-shopping, Customer satisfaction, Trust, Online security, E-service quality, Malaysia