Technical Document Accessibility

Electrical and Electronic Engineerin

End user perception of IT service delivery in manufacturing organisations

Abstract In today’s business world, the delivery of superior information technology services has become an important deliverable for successful organisations. This study focuses on the end user perception of information technology service quality in manufacturing organisations. The study focuses on one manufacturing organisation, namely Nissan South Africa, a supplier of quality vehicles to South African customers. The main research problem describes the necessity of having a tool in place that can measure users’ perception of information technology service quality. The two subproblems describe the change of perception regarding information technology service quality when measured from a functional area or designation level perspective. The functional area represents the various departments within an organisation and the designation level, the hierarchical position of the employee within an organisation. A broad literature review is conducted and a theoretical foundation is developed and relevant service quality models are reviewed and adjusted in order to construct a model to measure information technology from a service quality perspective. The information has been collected by means of a questionnaire, which was distributed to approximately 1200 users. i i The overall perception of the information technology service quality, as experienced by the Nissan user base, is rated as above average customer satisfaction. No significant differences are identified between the demographic levels and the dimensions of the service quality model. Even though the model used in this study provides a good indication of the information technology service quality, it needs to be refined on a continuous basis in order to ensure that it is aligned with the dynamic nature of information technology

Virtual world accessibility: a multitool approach

Thesis (MSc)--Stellenbosch University, 2014.ENGLISH ABSTRACT: Computer-based virtual worlds are increasingly used for activities which previously required physical environments. However, in its mainstream form, such a virtual world provides output on a graphical display and is thus inaccessible to a blind user. To achieve accessibility for blind users, an alternative to graphical output must be used. Audio and text are two output methods that can be considered. However, when using audio, care must be taken not to overload the audio channel. Channel overloading is possible with audio since it is not a selective output medium like the visual channel, that is, the user cannot choose what he/she wants to hear. Text should also be treated as audio, since a blind user consumes textual information as synthesized speech. In this research we discuss one possible solution to the problem of channel overloading, by the use of multiple exploration and navigation tools. These tools should allow the user to shape the information provided as audio output. Specially, we discuss the development of a virtual world client called Perspective, enabling non-visual access to virtual worlds by the use of multiple navigation and exploration tools. Perspective also serves as a framework for tool implementation and evaluation. Finally we give recommendations for improvements to current virtual world building practices and protocols, as to work toward an accessibility standard.AFRIKAANSE OPSOMMING: Rekenaargebaseerde virtuele wêrelde word toenemend gebruik vir aktiwiteite wat voorheen fiesiese omgewings benodig het. Tog verskaf so 'n virtuele wêreld, in sy standaard vorm, afvoer as 'n grafiese beeld en is dus ontoeganklik vir 'n blinde gebruiker. Om toeganklikheid vir blinde gebruikers te bewerkstellig, moet 'n alternatief vir die grafiese beeld gebruik word. Klank en teks is twee alternatiewe wat beskou kan word. Tog moet klank versigtig gebruik word, aangesien die klankkanaal oorlaai kan word. Die klankkanaal kan oorlaai word aangesien dit nie 'n selektiewe kanaal soos die visuele kanaal is nie, met ander woorde, die gebruiker kan nie kies wat hy/sy wil hoor nie. Teks moet ook as klank beskou word, aangesien 'n blinde gebruiker teks in die vorm van gesintetiseerde spraak inneem. Met hierdie navorsing bespreek ons een oplossing vir die probleem van kanaaloorlading, deur die gebruik van verskeie navigasie- en verkenningsgereedskapstukke. Hierdie gereedskapstukke behoort die gebruiker in staat te stel om die inligting wat as klank oorgedra word, te bepaal. Ons bespreek spesi ek die ontwikkeling van 'n virtuele wêreld-kliënt genaamd Perspective, wat nie-visuele toegang tot virtuele wêrelde bewerkstellig deur die gebruik van meervoudige navigasie- en verkenningsgereedskapstukke. Perspective dien ook as 'n raamwerk vir die ontwikkeling en evaluering van gereedskapstukke. Laastens verskaf ons voorstelle vir verbeteringe van die boutegnieke en protokolle van huidige virtuele wêrelde, as eerste stap na 'n toeganklikheidsstandaard vir virtuele wêrelde