Developing a conceptual model for the internal data source to measure customer satisfaction

Traditional CSM approach is performed at certain frequencies. The gap between such events can be termed as a ‘blind period’, because customer satisfaction is left unobserved and unmanaged. The blind period may sometimes accelerate the growth of customer dissatisfaction. One way to eliminate the impact of the blind period is to reduce the gap between CSM events. The initial assessment indicates that conducting CSM more frequently, may weaken the accuracy of measurement, and increase the cost of the programme. The authors believe that the reason behind these limitations is the use of the external data source, collecting data directly from customer, therefore suggests using the internal data source, as an alternative to measure customer satisfaction. The purpose of this paper is to develop a conceptual model for the internal data source to measure customer satisfaction. To achieve this objective, a conceptual model need to be developed based on three determined steps: define the formation of customer satisfaction value, identify the CSM factors and dimensions, and mirror the CSM instruments to identify the internal performance values. The paper indicates that internal data source could provide researchers with an alternative data source to measure customer satisfaction with minimum limitations on frequency of implementation, accuracy and cost

Exergetic, exergoeconomic and exergoenvironmental analysis of intercooled gas turbine engine

Exergetic and exergoeconomic and exergoenvironmental analyses have been performed for an advanced aero-derivative intercooled gas turbine engine. The proposed system was modelled using the IPSEpro software package and validated using manufacturer’s published data. The exergoeconomic model evaluates the cost-effectiveness of the gas turbine engine based on the Specific Exergy Costing [SPECO] method. The CO2 emissions per KWh were estimated using a generic combustor model, HEPHAESTUS, developed at Cranfield University. It is well known that the exergetic analysis can determine the magnitudes, locations and types of losses within an energy system. The effect of load and ambient temperature variations on gas turbine performance were investigated for two different configurations. The first system, Case-I, was a simple gas turbine (SCGT) engine, and the second, Case-II, an intercooling gas turbine (ICGT) system. The latter enhances gas turbine efficiency but, at the same time, has an adverse effect on the combustion chamber due to reduced compressed air temperature. It was confirmed that full load and low ambient temperature are preferable due to the low waste exergy. The unit exergy cost rate for both SCGT and ICGT have been calculated as 8.59 and 8.32 US$/GJ respectively. The exergoenvironmental results show the ICGT achieved lower emission levels and is more environmentally friendly than the SCGT

Energetic and exergetic analysis of combined cycle power plant: Part-1 operation and performance

Energetic and exergetic analyses are conducted using operating data for Sabiya, a combined cycle power plant (CCPP) with an advanced triple pressure reheat heat recovery steam generator (HRSG). Furthermore, a sensitivity analysis is carried out on the HRSG using a recent approach to differentiate between the sources of irreversibility. The proposed system was modelled using the IPSEpro software and further validated by the manufacturer’s data. The performance of the Sabiya CCPP was examined for different climatic conditions, pressure ratios, pinch point temperatures, high-pressure steam, and condenser pressure values. The results confirmed that 60.9% of the total exergy destruction occurs in the combustion chamber, which constitutes the main source of irreversibilities within a system. The exergy destruction was significantly affected by both the pressure ratio and the high-pressure steam, where the relation between them was seen to be inversely proportional. The high-pressure stage contributes about 50% of the exergy destruction within the HRSG compared to other stages and the reheat system, due to the high temperature difference between the streams and the large number of components, which leads to high energy loss to the surroundings. Numerous possibilities for improving the CCPP’s performance are introduced, based on the obtained results

EVALUATION OF BLENDED LEARNING IN HIGHER EDUCATION: A CASE STUDY

Higher education institutions have been challenged by major changes in their environments and new trends in technology-supported teaching and new approaches in designing their curriculum. Blended e-learning is a combination of traditional classroom learning and online learning that includes some of the conveniences of online courses without losing face to face contact. This paper presents the point of view of instructors implementing Blended learning at the college of Engineering and Petroleum at Kuwait University using a Moodle-based platform called Online Course System OCS. Technology Acceptance Module (TAM) was used as a framework to generate questions for the survey

Behavioural Evidence Analysis Applied to Digital Forensics: An Empirical Analysis of Child Pornography Cases using P2P Networks

The utility of Behavioural Evidence Analysis (BEA) has gained attention in the field of Digital Forensics in recent years. It has been recognized that, along with technical examination of digital evidence, it is important to learn as much as possible about the individuals behind an offence, the victim(s) and the dynamics of a crime. This can assist the investigator in producing a more accurate and complete reconstruction of the crime, in interpreting associated digital evidence, and with the description of investigative findings. Despite these potential benefits, the literature shows limited use of BEA for the investigation of cases of the possession and dissemination of Sexually Exploitative Imagery of Children (SEIC). This paper represents a step towards filling this gap. It reports on the forensic analysis of 15 SEIC cases involving P2P filesharing networks, obtained from the Dubai Police. Results confirmed the predicted benefits and indicate that BEA can assist digital forensic practitioners and prosecutors

Factors that impact the acceptance of e-services in the public sector in the United Arab Emirates case study: the general directorate of residency and foreigners affairs (GDRFA) - UAE

The invention of the computer and the development of the Internet has proven to be of vital importance and benefit to society, with increasingly more services delivered through the Internet are becoming available to end-users. E-services are usually more convenient to use, although it is still not fully known how inclined consumers are towards acceptance of e-services. The level of e-government adoption in the Gulf Corporation countries is still at an immature state despite various efforts taken by the government to propagate the importance of e-services. The United Arab Emirates (UAE) government is investing significant funds for its e-services; but there is still low acceptance in the adoption of these services. The primary focus of this study is to investigate and identify the perceptions of potential end users relating to factors which impact on e-services acceptance. Technology Acceptance Model (TAM) has been adopted in this study as it can be extended when technologies are introduced. This research validates the developed TAM model and evaluates the variance of the outcome variable (acceptance of e-services). Seven factors were adopted as determinants of acceptance of e-services: security, trust, support, e-marketing mix, computer self-efficacy, web skills, and language. The study was undertaken in the General Directorate of Residency and Foreigners Affairs (GDRFA) in the UAE. A quantitative survey methodology was adopted in this study, which surveyed 466 customers who use the GDRFA e-services. The overall findings revealed that security, e-marketing mix, language, web skills, computer self-efficacy and support significantly affected ease of use and perceived usefulness. However, the trust and computer self-efficacy doesn’t affect the ease of use. Further, ease of use significantly affects intention to use and perceived usefulness while in turn intention to use was influenced by perceived usefulness. This study offers an understanding of people’s adoption of e-government services with the help of established theories such as TAM and various factors that influence the e-government adoption with reference to UAE

Impact of volunteer management practice on volunteer motivation and satisfaction to enhance volunteer retention

This thesis was submitted for the award of Doctor of Philosophy and was awarded by Brunel University London.This research has developed a research relationship model for understanding the relationship between volunteer management practice correlates and volunteer retention using volunteer motivation and volunteer satisfaction as mediators. The model uses social exchange theory, human resource management theory, volunteer functional inventory and volunteer satisfaction index as part of the theoretical underpinning for its validation and contributed to gain knowledge on the application of management theory widely used in the for-profit organisations to the non-profit and volunteer dependent sectors. A comprehensive literature review provided the basis to identify the research gap, formulate the research questions, aim and objectives, leading to the development of the theoretical framework and the research relationship model. The theoretical framework in turn enabled the researcher to develop the research methodology to collect data and test the model.The main research gap was the lack of knowledge about the correlates of volunteer management practice as determinants of volunteer retention and influence of volunteer motivation and volunteer satisfaction as mediators. The concept of mediation was introduced in this research as a novel technique that enabled the researcher to conduct a deeper investigation into the relationship between volunteer management practice correlates and volunteer retention. However prior to the introduction of the mediator concept, the original model developed by Cuskelly et al. (2006) was tested and found to be statistically insignificant. This provided the basis for modifying the model investigated by Cuskelly et al. (2006) leading to the development of the research model for this research. The various relationships developed in the research model were hypothesized. The model was tested using the data collected through the research instrument developed for the purpose. Quantitative research method was used to collect data from a sample set of volunteers using survey questionnaire in a context-free environment. Pilot survey enabled the researcher to confirm the utility of the instrument for using in the main survey. 386 participants provided their response to the online questionnaire that was posted on a web portal. The collected data was subjected to rigourous statistical tests. Descriptive statistics, reliability tests and validity tests were conducted on the data. Exploratory Factor analysis revealed underlying factors of volunteer management practice different from those identified by other researchers namely Cuskelly et al. (2006) whose model was used as the base model in this research. Further, structural equation modelling was used to test the model and verify hypothesis. The results indicated that two volunteer management practice correlates namely volunteer training and support and volunteer performance management and recognition, were found to indirectly influence volunteer retention. Volunteer training and support influenced volunteer retention through volunteer motivation as well as volunteer satisfaction. Volunteer performance management and recognition influenced volunteer retention through volunteer satisfaction. In addition volunteer planning and recruitment was identified as a moderator of volunteer training and support and volunteer performance management and recognition as correlates. These findings contribute significantly to helping both volunteer managers and volunteers in improving the intention of volunteers to stay longer with an organisation. Thus by implementing the findings of this research; volunteer managers can enhance their volunteer management practice leading to retention of volunteers for longer periods than now. The research findings contribute to theory in terms of widening the understanding of the operationalization of social exchange and HRM theories in a combined manner in understanding the relationship between volunteer management practice and volunteer retention

Globalisation effects on networks in the GCC : exploring entrepreneurial networks in Kuwait

Although this paper’s focus is women business networks in the Gulf state of Kuwait, it locates the discussion in the broad field of globalisation studies, which can usefully be defined as the flow of trade, capital and people across frontiers, facilitated by different kinds of infrastructure, as well as forms of interconnectedness. As globalisation is increasing the dependency on economic actors and policy makers in a world of rapidly growing businesses that are reshaping the global arena, it is believed that scarcity of networks and lack of direct access to resources, information and support are barriers that many business encounter and women entrepreneurs face them more acutely. An important form of interconnectedness lies within the formation of networks of all types, where global, regional and local business networks have become hubs for entrepreneurs, particularly in Kuwait. Networks are rapidly growing in Kuwait, some are initiated in order to increase financial abilities of women and an example of that is Alghalia women network which was established in 2010 and membership is for women and by invitation only. Its mission is to create financial awareness amongst women in Kuwaiti society. Another is ‘Proud to be Kuwaiti’, a women and men entrepreneurial network, as well as Kuwait economic society female business network and other emergent networks. Yet, in spite of the growth in number of such networks, women entrepreneurs still face barriers. This research focuses on women entrepreneurs networking within local business networks. It uncovers various characteristics of networks, and through qualitative analysis, the reasons behind joining networks, barriers encountered and benefits gained. It does this through in-depth interaction with sixteen women entrepreneurs who are members of major networks. The research examines motivations behind women who join networks, the barriers women entrepreneurs face while networking, as well as benefits gained through different business stages

FINITELY GENERATED MODULES OVER A PRINCIPAL IDEAL DOMAIN

This thesis covers the main theory of modules: modules, submodules, cosets, quotient modules, homomorphisms, ideals, direct sums, and some related topics. Using these notions, a theorem on the structure of finitely generated modules over domains of principal ideals is proved. As an application of this theorem, the theory of the structure of normal forms of matrices over various fields is presented