基于行为的Web用户满意模型*

在激烈的商业竞争中, 努力使得用户满意是企业成功的根本保证之一。分析用户对产品以及服务的满意情况对产品的改进具有直接推动作用,但是在复杂多变的网络环境下,基于用户主观打分的满意分析方法和理论在时效性及灵活性上存在不足。提出了一个基于行为的Web用户满意模型, 以Web访问日志为数据来源,通过分析用户的访问行为来研究用户的客观满意。此模型针对分析对象实时获取、分析用户的访问信息和客观满意情况,保证了较好的时效性和灵活性。     

有限产能下多部件设备视情维修策略与多订单批量生产联合优化研究

针对有限产能下,面对多个不同要求订单时的订单选取和多部件设备维护决策问题,提出了基于客户满意度的多部件设备视情维修策略和多订单批量生产的联合优化模型。首先,基于比例风险模型描述出各部件的具体劣化趋势,并以虚拟年龄表示各部件的健康状态;其次,根据单次批量生产结束后的实时监测结果和维修阈值,确定不同的维修方式;再次,以利润最大化为优化目标,结合有限产能批量问题模型和客户满意度模型,建立视情维修策略和多订单批量生产联合优化模型;最后,利用模拟退火算法和粒子群算法就行模型求解,并通过算例验证了模型的有效性,使模型更具有现实意义,并对模型相应参数进行了灵敏度分析。     

Longitudinal test of ePortfolio continuous use: an empirical study on the change of students’ beliefs

The electronic portfolio (ePortfolio) is learner-centred, and its effectiveness depends on the learners’ long-term use. Thus, it is proper to conduct the study from the learners’ perspectives. Currently, most research on the use of the ePortfolio is in the form of cross-sectional studies, and it is difficult to find the reasons for the changes in students’ beliefs with regard to the long-term use of the ePortfolio. Based on the longitudinal test, this study explained the students’ continuous use of ePortfolio and the changes in their beliefs. With 122 samplers in the adoption–continuous stage (t ₁–t ₂) and 117 samplers in the continuous stage (t ₂–t ₃), this study demonstrates that in continuous use stage (t ₂–t ₃), perceived ease of use still influences the users’ perceived usefulness (PU) and attitude towards the ePortfolio. Attribution significantly moderates the users’ beliefs from the adoption stage (t ₁) to the continuous use stage (t ₂). However, the moderating effect of attribution in the continuous use stage (t ₂–t ₃) is insignificant; satisfaction and attribution are the key factors driving the users’ continuous intention towards the ePortfolio rather than PU and attitude. Meanwhile, satisfaction and attribution will change because of the users’ expectation disconfirmation, and it will influence the users to continue using ePortfolio.     

概率最大受限路径相容算法

研究了可用于求解约束满足问题的最大受限路径相容算法(maxRPC).maxRPC算法执行过程中有大量无效的寻找路径相容证明(PC-witness)的操作,有效地识别和避免这些无效的寻找PC-witness的操作,可以提高maxRPC算法的求解效率.首先,提出了在一条约束上任意两个相容的值在任意路径上存在PC-witness的概率;然后,基于这一概率提出了一种概率最大受限路径相容算法(PmaxRPC),并将新算法成功应用于求解约束满足问题的回溯搜索.实验结果显示:PmaxRPC可以避免一部分无效的寻找PC-witness的操作,在求解约束满足问题时,PmaxRPC效率高于maxRPC.在某些测试用例上,PmaxRPC比maxRPC和最流行的弧相容算法效率更高.     

Are U.K. Citizens Satisfied With E-Government Services? Identifying and Testing Antecedents of Satisfaction

Citizens’ satisfaction is acknowledged as one of the most significant influences for e-government adoption and diffusion. This study examines the impact of information quality, system quality, trust, and cost on user satisfaction of e-government services. Using a survey, this study collected 1518 valid responses from e-government service adopters across the United Kingdom. Our empirical outcomes show the five factors identified in this study have a significant impact on U.K. citizens’ satisfaction with e-government services.     

A fuzzy framework to evaluate service quality in the healthcare industry: An empirical case of public hospital service evaluation in Sicily

A novel fuzzy evaluation framework is applied in this study to evaluate service quality in the public healthcare sector. In particular, the proposed framework is based on the ServQual disconfirmation paradigm and incorporates the Analytic Hierarchy Process (AHP) method to elicit reliable estimations of service quality expectations. Moreover, degrees of uncertainty, subjectivity and vagueness on the part of stakeholders are addressed via linguistic evaluation scales parameterized by triangular fuzzy numbers. With reference to nine relevant public hospitals in the Sicilian Region (Italy), a detailed case study evaluating four core service criteria and 15 fundamental service items is conducted so as to discern dissatisfying aspects regarding the public healthcare service in the Region. Dissatisfaction reasons with the provided service are identified in the analysis as well, further demonstrating the effectiveness of the proposed approach.     

IT Service Climate—An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality

Although client satisfaction surveys can assess client satisfaction with IT service quality, they cannot easily be used to pinpoint how internal IT behaviors influence client satisfaction and prescribe solutions. This research fills the gap by introducing a concept— IT Service Climate—and a validated ten-item instrument that significantly explained client ratings of IT service quality. We recommend this measure as an effective diagnostic tool for managers aiming to improve quality and client satisfaction.     

Researching Recent U.S. Legislation Using Free Sites on the Internet

Abstract

This study investigates the effects of gender, college status, and prior Internet experience on the use of Internet resources. The subjects were 96 patrons randomly selected from those using the Internet terminals at the University Library of the University at Albany, SUNY, during the first two months of 1995. We found that the majority of users shared the following characteristics: they are male undergraduates affiliated with the social sciences and are novice users who have less than six months experience. Respondents felt strongly that the Internet is useful, and has been an important resource for their research and assignments. Users have high expectations of searching capabilities, while they feel neutral or disappointed with browsing. Our findings indicate that libraries should provide access to the Internet. They also suggest that libraries should take the lead in developing searchable indexes and making info-bases better organized for the ease and effectiveness of browsing.     

Technology-assisted learning: a longitudinal field study of knowledge category, learning effectiveness and satisfaction in language learning

Abstract   A field experiment compares the effectiveness and satisfaction associated with technology-assisted learning with that of face-to-face learning. The empirical evidence suggests that technology-assisted learning effectiveness depends on the target knowledge category. Building on Kolb's experiential learning model, we show that technology-assisted learning improves students' acquisition of knowledge that demands abstract conceptualization and reflective observation but adversely affects their ability to obtain knowledge that requires concrete experience. Technology-assisted learning better supports vocabulary learning than face-to-face learning but is comparatively less effective in developing listening comprehension skills. In addition, according to empirical tests, perceived ease of learning and learning community support significantly predict both perceived learning effectiveness and learning satisfaction. Overall, the results support our hypotheses and research model and suggest instructors should consider the target knowledge when considering technology-assisted learning options or designing a Web-based course. In addition, a supportive learning community can make technology-assisted learning easier for students and increase their learning satisfaction.     

Leadership and justice: Increasing non participating users’ assessment of an IT through passive participation

Allowing users to actively participate in the development and implementation of a new IS is supposed to increase their satisfaction with it. This type of participation, representing aspects relating to distributive and procedural justice, is increasingly impractical in current organizational settings, because many IS are used by thousands of employees and having them involved is impossible. Nonetheless, there are still benefits to be gained in other ways. Extrapolating from interactional justice, we proposed a passive participation method of engaging users. Its effect was tested in a large company in the USA and proved effective. Interactional justice, the perception of fairness in the way that people were treated at an interpersonal level, was found to increase user assessment of the value of their IS. Implications and expansions to interactional justice theory and how this antecedent affects IS implementation are discussed.