Model-driven performance evaluation for service engineering

Service engineering and service-oriented architecture as an integration and platform technology is a recent approach to software systems integration. Software quality aspects such as performance are of central importance for the integration of heterogeneous, distributed service-based systems. Empirical performance evaluation is a process of measuring and calculating performance metrics of the implemented software. We present an approach for the empirical, model-based performance evaluation of services and service compositions in the context of model-driven service engineering. Temporal databases theory is utilised for the empirical performance evaluation of model-driven developed service systems

Evolving Role and Nature of Workplace Leaders and Diversity: A Theoretical and Empirical Approach

This paper describes the development of the organisational gap model for hotel management. It descries a management measurement instrument that helps to assess the 3 organizational service gaps that are preconditions for delivering service quality (the positioning gap, specification gap and evaluation gap). The described theoretical model was constructed based upon the four organisational gaps of the Parasuraman et al. service quality model, then redefined and reassessed. Data were gathered on the sample of 500 questionnaires from the Slovenian hotel industry and analysed with exploratory factor analysis and structural equation modelling. The results can be useful guidelines for hotel management on how to improve the service delivery process.service quality model, organisational gaps, multivariate analysis, hotel industry

Quality-aware model-driven service engineering

Service engineering and service-oriented architecture as an integration and platform technology is a recent approach to software systems integration. Quality aspects ranging from interoperability to maintainability to performance are of central importance for the integration of heterogeneous, distributed service-based systems. Architecture models can substantially influence quality attributes of the implemented software systems. Besides the benefits of explicit architectures on maintainability and reuse, architectural constraints such as styles, reference architectures and architectural patterns can influence observable software properties such as performance. Empirical performance evaluation is a process of measuring and evaluating the performance of implemented software. We present an approach for addressing the quality of services and service-based systems at the model-level in the context of model-driven service engineering. The focus on architecture-level models is a consequence of the black-box character of services

Quality here, there and everywhere: the application of a multi-dimensional learning tool to learning disability health services

The following paper examines the applicability of Maxwell’s (1984) Multi-dimensional Quality Evaluation model to community learning disability health services. The model defines seven dimensions against which the quality of any given service can be measured. Effectiveness, Efficiency, Economy, Equity, Access to Services, Appropriateness and Social Acceptability. A number of examples in relation to community learning disability services are given and discussed

A framework and tool to manage Cloud Computing service quality

Cloud Computing has generated considerable interest in both companies specialized in Information and Communication Technology and business context in general. The Sourcing Capability Maturity Model for service (e-SCM) is a capability model for offshore outsourcing services between clients and providers that offers appropriate strategies to enhance Cloud Computing implementation. It intends to achieve the required quality of service and develop an effective working relationship between clients and providers. Moreover, quality evaluation framework is a framework to control the quality of any product and/or process. It offers a tool support that can generate software artifacts to manage any type of product and service efficiently and effectively. Thus, the aim of this paper was to make this framework and tool support available to manage Cloud Computing service quality between clients and providers by means of e-SCM.Ministerio de Ciencia e Innovación TIN2013-46928-C3-3-RJunta de Andalucía TIC-578

Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in health care

Purpose This study aims to propose a service quality evaluation model for health care services. Design/methodology/approach In this study, a service quality evaluation model is proposed based on the service quality measurement (SERVQUAL) scale and machine learning algorithm. Primarily, items that affect the quality of service are determined based on the SERVQUAL scale. Subsequently, a service quality assessment model is generated to manage the resources that are allocated to improve the activities efficiently. Following this phase, a sample of classification model is conducted. Machine learning algorithms are used to establish the classification model. Findings The proposed evaluation model addresses the following questions: What are the potential impact levels of service quality dimensions on the quality of service practically? What should be prioritization among the service quality dimensions and Which dimensions of service quality should be improved primarily? A real-life case study in a public hospital is carried out to reveal how the proposed model works. The results that have been obtained from the case study show that the proposed model can be conducted easily in practice. It is also found that there is a remarkably high-service gap in the public hospital, in which the case study has been conducted, regarding the general physical conditions and food services. Originality/value The primary contribution of this study is threefold. The proposed evaluation model determines the impact levels of service quality dimensions on the service quality in practice. The proposed evaluation model prioritizes service quality dimensions in terms of their significance. The proposed evaluation model finds out the answer to the question of which service quality dimensions should be improved primarily

E-Service Quality Model of B2C Online Shopping Platform Based on User’S Perspective

In recent year, B2C has gradually become the main driving force of the network shopping market development, many B2C online shopping platform weakens the differences in product and price, which intensify the competition on e-service quality among B2C online shopping platform. Therefore, this paper discusses the composition of electronic service quality model of B2C online shopping platform from the user’s perspective, combining with the analysis of literature and the trading process. And the e-service quality model, which has carried on the empirical test, determined the evaluation index of e-service quality evaluation for B2C e-commerce platform. The results of this study show that e-service quality evaluation model of B2C online shopping platform is composed of seven dimensions and twenty-nine measurement items

Measuring Service Quality: The Opinion of Europeans about Utilities

This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is then performed. Another approach, consisting in evaluating Consumers preferences, supplies an ex-ante information on Service Quality. Here, the ex-post approach is considered, two non-standard techniques - the Rasch Model and the Nonlinear Principal Component Analysis - are presented and the potential of both methods is discussed. These methods are applied on the Eurobarometer Survey data to assess the consumer satisfaction among European countries and in different years.Service Quality, Eurobarometer, Non Linear Principal Component Analysis, Rasch Analysis, Conjoint Analysis

Bipartite electronic SLA as a business framework to support cross-organization load management of real-time online applications

Online applications such as games and e-learning applications fall within the broader category of real-time online interactive applications (ROIA), a new class of ‘killer’ application for the Grid that is being investigated in the edutain@grid project. The two case studies in edutain@grid are an online game and an e-learning training application. We present a novel Grid-based business framework that makes use of bipartite service level agreements (SLAs) and dynamic invoice models to model complex business relationships in a massively scalable and flexible way. We support cross-organization load management at the business level, through zone migration. For evaluation we look at existing and extended value chains, the quality of service (QoS) metrics measured and the dynamic invoice models that support this work. We examine the causal links from customer quality of experience (QoE) and service provider quality of business (QoBiz) through to measured quality of service. Finally we discuss a shared reward business ecosystem and suggest how extended service level agreements and invoice models can support this

Service Quality Evaluation Model of Public Living Facilities in a Community

Accurate evaluating the service quality of public living facilities in a community by quantitative method is significant to urban planning. However, the performances of existing methods are usually limited for service quality evaluation due to single data source or single index. To solve the above problems, we propose a service quality evaluation model of public living facilities in a community. Firstly, POI data and subjective residents\u27 satisfaction evaluation data was pre-processed for data preparation. Then, the four evaluation indicators included in the model were established, namely, accessibility, diversity, selectivity, and satisfaction. Finally, after the completion of the calculation of the four indexes, standardized processing of the calculation results was performed, and the entropy method was used to assign different weights to the indexes, thereby achieving the quantitative evaluation of the service quality of community public living facilities. We chose the central urban area of Chengdu, China, as a case study for modeling analysis, and the case study successfully estimated the service quality and spatial difference of community living facilities. The results of this model can provide a reliable basis for future urban planning and the location of commercial facilities