Customer Satisfaction in Inbound Call Centers: A Study on the Role of Responsiveness and Assurance in Perceived Service Quality

The aim of this study is to analyze customer satisfaction in Inbound Call Centers and examine the relationship between Responsiveness and Assurance in Perceived Service Quality. The researchers proposed to study theoretical foundations on customer satisfaction and service quality dimensions adopting SERVQUAL Model to investigative the impact of service quality dimensions on customer satisfaction to meet the research objective. The association between perceived service quality and customer satisfaction will assist call center management to clarify the role of service quality dimensions in perceived service quality through customer point of view. The respondents for this study are the customers who receive service from call center of Telecommunication service providers in Visakhapatnam, Andhra Pradesh, India. This research tested the effect of service quality dimensions on customer satisfaction and reported that both dimensions (responsiveness and assurance) had positive impact on customer satisfaction. Research results explore that Assurance has more impact on customer satisfaction than Responsiveness

Exploitation of TerraSAR-X Data for Land use/Land Cover Analysis Using Object-Oriented Classification Approach in the African Sahel Area, Sudan.

Recently, object-oriented classification techniques based on image segmentation approaches are being studied using high-resolution satellite images to extract various thematic information. In this study different types of land use/land cover (LULC) types were analysed by employing object-oriented classification approach to dual TerraSAR-X images (HH and HV polarisation) at African Sahel. For that purpose, multi-resolution segmentation (MRS) of the Definiens software was used for creating the image objects. Using the feature space optimisation (FSO) tool the attributes of the TerraSAR-X image were optimised in order to obtain the best separability among classes for the LULC mapping. The backscattering coefficients (BSC) for some classes were observed to be different for HH and HV polarisations. The best separation distance of the tested spectral, shape and textural features showed different variations among the discriminated LULC classes. An overall accuracy of 84 % with a kappa value 0.82 was resulted from the classification scheme, while accuracy differences among the classes were kept minimal. Finally, the results highlighted the importance of a combine use of TerraSAR-X data and object-oriented classification approaches as a useful source of information and technique for LULC analysis in the African Sahel drylands

Toward operational methods for the assessment of intrinsic groundwater vulnerability: A review

Assessing the vulnerability of groundwater to adverse effects of human impacts is one of the most important problems in applied hydrogeology. At the same time, many of the widespread vulnerability assessment methods do not provide physically meaningful and operational indicators of vulnerability. Therefore, this review summarizes (i) different methods used for intrinsic vulnerability assessment and (ii) methods for different groundwater systems. It particularly focuses on (iii) timescale methods of water flow as an appropriate tool and (iv) provides a discussion on the challenges in applying these methods. The use of such physically meaningful indices based on timescales is indispensable for groundwater resources management