This document summarizes a study that aimed to determine the priority factor among factors in a SERVPERF model for measuring student satisfaction with hostel management services. The researchers attempted to build a Multi-criteria Satisfaction Analysis (MUSA) model based on ordinal regression and linear programming to identify the priority factor. However, the MUSA model built was found to be unstable and unable to interpret the dataset. The researchers were unable to construct a stable and interpretable MUSA model for this data, even when categorizing the data in various ways.
Iso9126 based software quality evaluation using choquet integral ijseajournal
Evaluating software quality is an important and essential issue in the development process because it helps
to deliver a competitive software product. A decision of selecting the best software based on quality
attributes is a type of multi-criteria decision-making (MCDM) processes where interactions among criteria
should be considered. This paper presents and develops quantitative evaluations by considering
interactions among criteria in the MCDM problems. The aggregator methods such as Arithmetic Mean
(AM) and Weighted Arithmetic Mean (WAM) are introduced, described and compared to Choquet Integral
(CI) approach which is a type of fuzzy measure used as a new method for MCDM. The comparisons are
shown by evaluating and ranking software alternatives based on six main quality attributes as identified by
the ISO 9126-1 standard. The evaluation experiments depend on real data collected from case studies.
Information System Success Framework based on Interpersonal Conflict Factors IJECEIAES
Information system success (ISS) has received considerable attention from researchers as it plays an important role in improving the efficiency and productivity of an organization. Several researchers have conducted empirical studies using numerous factors (e.g. organizational, technological, and individual factors) which affect the information system success. However, there are several factors which are related to interpersonal conflict which may affect information system success. The interpersonal conflict is a critical dimension which can greatly influence information system success in a competitive environment such as the financial sector. Therefore, this study introduces a framework to investigate the influence of interpersonal conflict factors on information system success in the Ministry of Finance, Yemen. The study employed a quantitative method which consists of the following steps: survey design, data collection and data analysis. A sample size comprising 130 employees were distributed in the Ministry of Finance, Yemen. Questionnaires were used to collect data from this sample. Data analysis (reliability, validity, correlation and factor analysis) has been carried out using SPSS. In addition, structural equation modelling (SEM) has been used for evaluation the research model. Based on the experimental results, the findings in this study revealed that the interpersonal factors (interference, disagreement and instability) significantly negatively (at 0.05 level of significance) influence user satisfaction of information system success.
Optimal Alternative Selection Using MOORA in Industrial Sector - A ijfls
Modern manufacturing organizations tend to face versatile challenges due to globalization, modern
lifestyle trends and rapid market requirements from both locally and globally placed competitors. The
organizations faces high stress from dual perspective namely enhancement in science and technology and
development of modern strategies. In such an instance, organizations were in a need of using an effective
decision making tool that chooses out optimal alternative that reduces time, complexity and highly
simplified. This paper explores a usage of new multi criteria decision making tool known as MOORA for
selecting the best alternatives by examining various case study. The study was covered up in two fold
manner by comparing MOORA with other MCDM and MADM approaches to identify its advantage for
selecting optimal alternative, followed by extending MOORA with interval grey numbers, crisp and interval
grey number and whitening coefficient and future scope of the present work concentrate on highlighting the
scope and gap between MOORA, Multiplicative form of MOORA(MULTIMOORA) and Multi objective
optimization on the basis of simple ratio analysis (MOOSRA) for numerous manufacturing and service
applications.
Perceived Value, Service Quality, Trust and Loyalty (2011)Hatta Harris Rahman
This research was conducted to obtain an undergraduate degree. The objectives of this research are:
1. To analyze the relationship between perceived value and customer satisfaction.
2. To analyze the relationship between service quality and customer satisfaction.
3. To analyze the relationship between perceived value and service quality in order to form customer satisfaction
4. To analyze the relationship between customer satisfaction and trust.
5. To analyze the relationship between customer satisfaction and loyalty.
6. To analyze the relationship between trust and loyalty .
7. To analyze the direct and indirect effect of loyalty by customer satisfaction through trust.
Iso9126 based software quality evaluation using choquet integral ijseajournal
Evaluating software quality is an important and essential issue in the development process because it helps
to deliver a competitive software product. A decision of selecting the best software based on quality
attributes is a type of multi-criteria decision-making (MCDM) processes where interactions among criteria
should be considered. This paper presents and develops quantitative evaluations by considering
interactions among criteria in the MCDM problems. The aggregator methods such as Arithmetic Mean
(AM) and Weighted Arithmetic Mean (WAM) are introduced, described and compared to Choquet Integral
(CI) approach which is a type of fuzzy measure used as a new method for MCDM. The comparisons are
shown by evaluating and ranking software alternatives based on six main quality attributes as identified by
the ISO 9126-1 standard. The evaluation experiments depend on real data collected from case studies.
Information System Success Framework based on Interpersonal Conflict Factors IJECEIAES
Information system success (ISS) has received considerable attention from researchers as it plays an important role in improving the efficiency and productivity of an organization. Several researchers have conducted empirical studies using numerous factors (e.g. organizational, technological, and individual factors) which affect the information system success. However, there are several factors which are related to interpersonal conflict which may affect information system success. The interpersonal conflict is a critical dimension which can greatly influence information system success in a competitive environment such as the financial sector. Therefore, this study introduces a framework to investigate the influence of interpersonal conflict factors on information system success in the Ministry of Finance, Yemen. The study employed a quantitative method which consists of the following steps: survey design, data collection and data analysis. A sample size comprising 130 employees were distributed in the Ministry of Finance, Yemen. Questionnaires were used to collect data from this sample. Data analysis (reliability, validity, correlation and factor analysis) has been carried out using SPSS. In addition, structural equation modelling (SEM) has been used for evaluation the research model. Based on the experimental results, the findings in this study revealed that the interpersonal factors (interference, disagreement and instability) significantly negatively (at 0.05 level of significance) influence user satisfaction of information system success.
Optimal Alternative Selection Using MOORA in Industrial Sector - A ijfls
Modern manufacturing organizations tend to face versatile challenges due to globalization, modern
lifestyle trends and rapid market requirements from both locally and globally placed competitors. The
organizations faces high stress from dual perspective namely enhancement in science and technology and
development of modern strategies. In such an instance, organizations were in a need of using an effective
decision making tool that chooses out optimal alternative that reduces time, complexity and highly
simplified. This paper explores a usage of new multi criteria decision making tool known as MOORA for
selecting the best alternatives by examining various case study. The study was covered up in two fold
manner by comparing MOORA with other MCDM and MADM approaches to identify its advantage for
selecting optimal alternative, followed by extending MOORA with interval grey numbers, crisp and interval
grey number and whitening coefficient and future scope of the present work concentrate on highlighting the
scope and gap between MOORA, Multiplicative form of MOORA(MULTIMOORA) and Multi objective
optimization on the basis of simple ratio analysis (MOOSRA) for numerous manufacturing and service
applications.
Perceived Value, Service Quality, Trust and Loyalty (2011)Hatta Harris Rahman
This research was conducted to obtain an undergraduate degree. The objectives of this research are:
1. To analyze the relationship between perceived value and customer satisfaction.
2. To analyze the relationship between service quality and customer satisfaction.
3. To analyze the relationship between perceived value and service quality in order to form customer satisfaction
4. To analyze the relationship between customer satisfaction and trust.
5. To analyze the relationship between customer satisfaction and loyalty.
6. To analyze the relationship between trust and loyalty .
7. To analyze the direct and indirect effect of loyalty by customer satisfaction through trust.
A BENCHMARK MODEL FOR INTERNAL ASSESSMENT OF INDUSTRY USING FUZZY TOPSIS APPR...ijmech
Internal assessment is one of the most important factor of an industry, needs appropriate improvement
planning between the departments with development of Benchmark model among them. The proposed study
applies Fuzzy Technique for Order Preference by Similarity to Ideal Solution to rank different alternatives.
The preliminary results indicate that the proposed model is capable of determining appropriate
competition between departments which are Human Resource, Finance, Production, Quality Assurance. To
remove the subjectivity, the linguistic data about the attributes is converted into a crisp score by using
fuzzy numbers and then the different alternatives are evaluated based on attributes by TOPSIS approach to
find the best alternative according to the industry’s requirement. Thus the endeavor has been made by the
authors to give a simple model for the evaluation of internal assessment of an industry
An Analysis to Determine the Priority Emotional Design in Kansei Engineering ...Dr. Amarjeet Singh
The customer satisfaction is as the challenges on
how they can deliver the quality of product for their success
and survival in today’s competitive environment. Based on
this reason, this research is carried out to identify and
investigate the satisfaction toward the customer requirement
of the product development based on their emotional feeling
and how deep we can intepret those meanings behind the
quality attributes in product. This study highlights the
integration study between Kansei Engineering (KE) and
Analythical Hierachy Process (AHP) which in practice
towards the product development. KE used to find, obtain
and interpret emotional needs of consumers of a product,
investigate what the customer requirement based on their
emotional feeling articulated in Semantic Differential scale
context. In order to support, the research is conducted among
100 respondents as a sample size towards car user in Klang
Valley, Malaysia. Studies proved and showed that there an
existing correlation appears and significant findings between
the emotional design quality and product chosen. A daily life
product will be used as case studies (car center stack), as a
real situation feature to apply the idea. Results, by using the
Analythical Hierachy Process (AHP) as a decision maker, the
design No 2, is the best design selected among 4 final designs
in concept generation. It gives the emotional feeling of Ideal
(Kansei Word). The ideal design of the car center stack is the
design that has practical arrangement and not too fancy and
too crowded in the middle of the stack. This study found that
and shows us that the perceived attributes or qualities is
impacted or influenced against the emotional design.
The impact of service quality on customer satisfaction and loyaltyTran Thang
Service quality and it consequences has become controversial topic in services marketing literature that have researched in academic studies for over three decades. In this paper, the dimensional structure of the SERVQUAL scale will be explained within the Nigerian automobile repair services sector. Moreover, the paper demonstrates the impact of service quality on customer satisfaction and loyalty.
Relationships among Supplier Selection Criteria using Interpretive Structural...inventionjournals
International Journal of Engineering and Science Invention (IJESI) is an international journal intended for professionals and researchers in all fields of computer science and electronics. IJESI publishes research articles and reviews within the whole field Engineering Science and Technology, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A new Approach towards Cost and Benefit Enterprise Architecture AnalysisEditor IJCATR
Organizations managers need to develop comprehensive information technology programs with an Enterprise Architecture
(EA) strategy, in order to decrease the costs and different risks, and also increase efficiency, utility and effectiveness of the
organization. Due to expensive implementation of enterprise-wide scenarios, a continuous evaluation can measure different strategies
in terms of different aspects, and according to the current conditions of the organization and select the most suitable strategy.
Therefore organizations can analyze different strategies and decision options in terms of cost and benefit in order to make suitable
decisions according to the utilities of the organization. In this paper, a new method has been used to analyze the Enterprise
Architecture scenarios in terms of cost and benefit. The suggested method is presented by a step by step process in which CBAM
method has been utilized to measure the cost. This approach ranks enterprise scenarios, using knowledge and experiences of the
enterprise experts. The applicability of the proposed approach is demonstrated using a practical case study.
The use of genetic algorithm, clustering and feature selection techniques in ...IJMIT JOURNAL
Decision tree modelling, as one of data mining techniques, is used for credit scoring of bank customers.
The main problem is the construction of decision trees that could classify customers optimally. This study
presents a new hybrid mining approach in the design of an effective and appropriate credit scoring model.
It is based on genetic algorithm for credit scoring of bank customers in order to offer credit facilities to
each class of customers. Genetic algorithm can help banks in credit scoring of customers by selecting
appropriate features and building optimum decision trees. The new proposed hybrid classification model is
established based on a combination of clustering, feature selection, decision trees, and genetic algorithm
techniques. We used clustering and feature selection techniques to pre-process the input samples to
construct the decision trees in the credit scoring model. The proposed hybrid model choices and combines
the best decision trees based on the optimality criteria. It constructs the final decision tree for credit
scoring of customers. Using one credit dataset, results confirm that the classification accuracy of the
proposed hybrid classification model is more than almost the entire classification models that have been
compared in this paper. Furthermore, the number of leaves and the size of the constructed decision tree
(i.e. complexity) are less, compared with other decision tree models. In this work, one financial dataset was
chosen for experiments, including Bank Mellat credit dataset.
Selection of Best Alternative in Manufacturing and Service Sector Using Multi...csandit
Modern manufacturing organizations tend to face versatile challenges due to globalization,
modern lifestyle trends and rapid market requirements from both locally and globally placed
competitors. The organizations faces high stress from dual perspective namely enhancement in
science and technology and development of modern strategies. In such an instance,
organizations were in a need of using an effective decision making tool that chooses out optimal
alternative that reduces time, complexity and highly simplified. This paper explores a usage of
new multi criteria decision making tool known as MOORA for selecting the best alternatives by
examining various case study. The study was covered up in two fold manner by comparing
MOORA with other MCDM and MADM approaches to identify its advantage for selecting
optimal alternative, followed by highlighting the scope and gap of using MOORA approach.
Examination on various case study reveals an existence of huge scope in using MOORA for
numerous manufacturing and service applications.
Analytical Hierarchical Process has been used as a useful methodology for multi-criteria decision making environments with substantial applications in recent years. But the weakness of the traditional AHP method lies in the use of subjective judgement based assessment and standardized scale for pairwise comparison matrix creation. The paper proposes a Condorcet Voting Theory based AHP method to solve multi criteria decision making problems where Analytical Hierarchy Process (AHP) is combined with Condorcet theory based preferential voting technique followed by a quantitative ratio method for framing the comparison matrix instead of the standard importance scale in traditional AHP approach. The consistency ratio (CR) is calculated for both the approaches to determine and compare the consistency of both the methods. The results reveal Condorcet- AHP method to be superior generating lower consistency ratio and more accurate ranking of the criterion for solving MCDM problems.
A NALYSIS O F S UPPLIER’S P ERFORMANCE T HROUGH F PIR /F NIR A ND M EM...csandit
In today’s highly competitive business environment,
evaluation of suppliers is the prime function
of the purchasing department of the organization. I
t is due to the fact that high percentage of the
material cost for manufacturing of a product is inv
olved. Identification of decision criteria and
methods for supplier evaluation are appearing to be
the important research area in the
literature. In this paper, hybrid methodology of Fu
zzy positive Ideal rating /Fuzzy Negative
Ideal rating and Membership Degree Transformation-
M (1, 2, 3) is proposed for evaluation of
supplier’s performance. A wide literature review is
made and six selection criteria namely:
Cost, Quality, Service, Business performance, Techn
ical Capability and Delivery performance
are considered for evaluation. A detailed applicati
on of the proposed methodology is illustrated.
The proposed methodology is useful not only to judg
e the overall performance of the supplier
but also to know which criteria/sub-criteria need t
o be improved
COMMTRUST: A MULTI-DIMENSIONAL TRUST MODEL FOR E-COMMERCE APPLICATIONSijnlc
E-Commerce applications use reputation-based trust models based on the feedback comments and ratings gathered. The “all better Reputation” problem for the sellers has become very huge because a buyer
facing problem to choose truthful sellers. This paper proposes a new model “CommTrust” to valuate trust
by mining feedback comments that uses buyer comments to calculate reputation scores using multidimensional
trust model. An algorithm is proposed to mine feedback comments for dimension weights,
ratings, which combine methods of topic modeling, natural language processing and opinion mining. This model has been experimenting with the dataset which includes various user level feedback comments that are obtained on various products. It also finds various multi-dimensional features and their ratings
using Gibbs-sampling that generates various categories for feedback and assigns trust score for each dimension under each product level.
Decision support systems, Supplier selection, Information systems, Boolean al...ijmpict
For organizations operating with number of products/services and number of suppliers, to select the right
supplier meeting all their requirements will be a challenging job. Such organizations need a good
decision support system to evaluate the suppliers effectively. Several decision support systems have been
reported to deal with complex selection process to decide the right supplier. Many mathematical models
have also been developed. This paper presents a new method, named as Bit Decision Making (BDM)
method, which treats such complex system of decision making as a collection and sequence of reasonable
number of meaningful and manageable sub-systems by identifying and processing the relevant decision
criteria in each sub-system. Help of Boolean logic and Boolean algebra is taken to assign binary digit
values to the selection criteria and generate mathematical equations that correlate the inputs to the output
at each stage of decision making. Each sub-system with its own mathematical model has been treated as a
standardized decision sub-system for that phase of making decision in evaluating suppliers. The sequence
and connectivity of the sub-systems along with their outputs finally lead to selection of the best supplier. A
real-world case of evaluation of information technology (IT) tenders has been dealt with for application of
the proposed method. The paper discusses in detail the theory, methodology, application and features of
the new method.
Integrated Analytical Hierarchy Process and Objective Matrix in Balanced Scor...TELKOMNIKA JOURNAL
Measuring organizational performance is pivotal for a comprehensive understanding of strengths,
weaknesses and to improve the quality of any organization’s performance. Balanced Scorecard (BSC) is
the strategic evolution tool that is widely used to measure the organizational performances, and
achievements from various aspects, both financial and non-financial. In this research, BSC was not only a
straight jacket concept but also a high potential tool for measuring and managing tangible and accurate
data through the application of several methods. This research weighted the variables of BSC based on
significance values of Analytical Hierarchy Process (AHP) and Optimization of Measurement with
Objective Matrix (OMAX). Moreover, a recommendation analysis was given based on the cause and effect
analysis of variables and the achievement of Key Performance Indicators (KPIs). The flow of information,
data, and performance measurement processes were designed into Business Intelligence (BI) software
development i.e. BI-MonevDash. The framework and software BI-MonevDash proposed can be used as a
new chosen tool for measuring and monitoring organizational performance. Recommendations could
facilitate the leaders in decision making to improve the organizational performance and reduce risks.
Unit I (8 Hrs)
Introduction to Linear Programming – Various definitions, Statements of basic
theorems and properties, Advantages Limitations and Application areas of Linear
Programming, Linear Programming -Graphical method, - graphical solution
methods of Linear Programming problems, The Simplex Method: -the Simplex
Algorithm, Phase II in simplex method, Primal and Dual Simplex Method, Big-M
Method
Unit II (8 Hrs)
Transportation Model and its variants: Definition of the Transportation Model
-Nontraditional Transportation Models-the Transportation Algorithm-the Assignment
Model– The Transshipment Model
Unit III (8 Hrs)
Network Models: Basic differences between CPM and PERT, Arrow Networks,
Time estimates, earliest completion time, Latest allowable occurrences time,
Forward Press Computation, Backward Press Computation, Representation in
tabular form, Critical Path, Probability of meeting the scheduled date of completion,
Various floats for activities, Critical Path updating projects, Operation time cost trade
off Curve project,
Selection of schedule based on :- Cost analysis, Crashing the network
Sequential model & related problems, processing n jobs through – 1 machine & 2
machines
Unit IV (8 Hrs)
Network Models: Scope of Network Applications – Network definitions, Goal
Programming Algorithms, Minimum Spanning Tree Algorithm, Shortest Route
Problem, Maximal flow model, Minimum cost capacitated flow problem
Unit V (8 Hrs)
Decision Analysis: Decision - Making under certainty - Decision - Making under
Risk, Decision
under uncertainty.
Unit VI (8 Hrs)
Simulation Modeling: Monte Carlo Simulation, Generation of Random Numbers,
Method for
Gathering Statistical observations
Keys to Improve Service Quality and Employee Performance In An Organization -...IJERDJOURNAL
Abstract:- A literature review provides a clear map for any research work, to take the necessary actions in the right directions to reach the possible solutions successfully. It lays foundation for the research work in either collecting important information relevant to the research or avoiding issues irrelevant to the research. It can represent which direction should be followed depending on previous researches and studies. This paper reveals one such survey focussing on the various techniques that would maximize client satisfaction in an organization. In any organization, the two key factors that determine client satisfaction are the service quality and employee performance. In this work, a detailed study and analysis are done on the various key methods followed in organizations to improve the service quality and employee performance. This survey would provide research directions for academicians and researchers in this domain and would also contribute to industries in choosing the best suitable technique for further improvement, based on their requirements
THE IMPLEMENTATION OF MODEL SERVICE ORIENTED ARCHITECTURE TO ANALYZE STUDENT ...AM Publications
The application of Service Oriented Architecture (SOA) model may integrate one information system to others. Also, SOA can handle the complexity of hardware platforms, software, and other services development in the college. There are many services systems exist in the university, for instance student satisfaction system by questionnaire. Student satisfaction is very important to be used as an evaluation of the college. Student satisfaction was analyzed using Importance Performance Analysis (IPA) by using quadrants for each competency. This study discusses the application of SOA and IPA model to analyze student satisfaction towards the course. Student satisfaction data was taken using questionnaires sent to the student satisfaction information system for 70 respondents for each course. It is found that sending the data using SOA and JavaScript Object Notation (JSON) is very efficient with the average value of page generation time for 1,5414 seconds. In addition, the analysis of student satisfaction towards each course is ranged from 3,72 to 4,09 with a satisfaction scale of 1 - 5. Therefore, the level of student satisfaction at the course is categorized in the satisfactory scale.
A BENCHMARK MODEL FOR INTERNAL ASSESSMENT OF INDUSTRY USING FUZZY TOPSIS APPR...ijmech
Internal assessment is one of the most important factor of an industry, needs appropriate improvement
planning between the departments with development of Benchmark model among them. The proposed study
applies Fuzzy Technique for Order Preference by Similarity to Ideal Solution to rank different alternatives.
The preliminary results indicate that the proposed model is capable of determining appropriate
competition between departments which are Human Resource, Finance, Production, Quality Assurance. To
remove the subjectivity, the linguistic data about the attributes is converted into a crisp score by using
fuzzy numbers and then the different alternatives are evaluated based on attributes by TOPSIS approach to
find the best alternative according to the industry’s requirement. Thus the endeavor has been made by the
authors to give a simple model for the evaluation of internal assessment of an industry
An Analysis to Determine the Priority Emotional Design in Kansei Engineering ...Dr. Amarjeet Singh
The customer satisfaction is as the challenges on
how they can deliver the quality of product for their success
and survival in today’s competitive environment. Based on
this reason, this research is carried out to identify and
investigate the satisfaction toward the customer requirement
of the product development based on their emotional feeling
and how deep we can intepret those meanings behind the
quality attributes in product. This study highlights the
integration study between Kansei Engineering (KE) and
Analythical Hierachy Process (AHP) which in practice
towards the product development. KE used to find, obtain
and interpret emotional needs of consumers of a product,
investigate what the customer requirement based on their
emotional feeling articulated in Semantic Differential scale
context. In order to support, the research is conducted among
100 respondents as a sample size towards car user in Klang
Valley, Malaysia. Studies proved and showed that there an
existing correlation appears and significant findings between
the emotional design quality and product chosen. A daily life
product will be used as case studies (car center stack), as a
real situation feature to apply the idea. Results, by using the
Analythical Hierachy Process (AHP) as a decision maker, the
design No 2, is the best design selected among 4 final designs
in concept generation. It gives the emotional feeling of Ideal
(Kansei Word). The ideal design of the car center stack is the
design that has practical arrangement and not too fancy and
too crowded in the middle of the stack. This study found that
and shows us that the perceived attributes or qualities is
impacted or influenced against the emotional design.
The impact of service quality on customer satisfaction and loyaltyTran Thang
Service quality and it consequences has become controversial topic in services marketing literature that have researched in academic studies for over three decades. In this paper, the dimensional structure of the SERVQUAL scale will be explained within the Nigerian automobile repair services sector. Moreover, the paper demonstrates the impact of service quality on customer satisfaction and loyalty.
Relationships among Supplier Selection Criteria using Interpretive Structural...inventionjournals
International Journal of Engineering and Science Invention (IJESI) is an international journal intended for professionals and researchers in all fields of computer science and electronics. IJESI publishes research articles and reviews within the whole field Engineering Science and Technology, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A new Approach towards Cost and Benefit Enterprise Architecture AnalysisEditor IJCATR
Organizations managers need to develop comprehensive information technology programs with an Enterprise Architecture
(EA) strategy, in order to decrease the costs and different risks, and also increase efficiency, utility and effectiveness of the
organization. Due to expensive implementation of enterprise-wide scenarios, a continuous evaluation can measure different strategies
in terms of different aspects, and according to the current conditions of the organization and select the most suitable strategy.
Therefore organizations can analyze different strategies and decision options in terms of cost and benefit in order to make suitable
decisions according to the utilities of the organization. In this paper, a new method has been used to analyze the Enterprise
Architecture scenarios in terms of cost and benefit. The suggested method is presented by a step by step process in which CBAM
method has been utilized to measure the cost. This approach ranks enterprise scenarios, using knowledge and experiences of the
enterprise experts. The applicability of the proposed approach is demonstrated using a practical case study.
The use of genetic algorithm, clustering and feature selection techniques in ...IJMIT JOURNAL
Decision tree modelling, as one of data mining techniques, is used for credit scoring of bank customers.
The main problem is the construction of decision trees that could classify customers optimally. This study
presents a new hybrid mining approach in the design of an effective and appropriate credit scoring model.
It is based on genetic algorithm for credit scoring of bank customers in order to offer credit facilities to
each class of customers. Genetic algorithm can help banks in credit scoring of customers by selecting
appropriate features and building optimum decision trees. The new proposed hybrid classification model is
established based on a combination of clustering, feature selection, decision trees, and genetic algorithm
techniques. We used clustering and feature selection techniques to pre-process the input samples to
construct the decision trees in the credit scoring model. The proposed hybrid model choices and combines
the best decision trees based on the optimality criteria. It constructs the final decision tree for credit
scoring of customers. Using one credit dataset, results confirm that the classification accuracy of the
proposed hybrid classification model is more than almost the entire classification models that have been
compared in this paper. Furthermore, the number of leaves and the size of the constructed decision tree
(i.e. complexity) are less, compared with other decision tree models. In this work, one financial dataset was
chosen for experiments, including Bank Mellat credit dataset.
Selection of Best Alternative in Manufacturing and Service Sector Using Multi...csandit
Modern manufacturing organizations tend to face versatile challenges due to globalization,
modern lifestyle trends and rapid market requirements from both locally and globally placed
competitors. The organizations faces high stress from dual perspective namely enhancement in
science and technology and development of modern strategies. In such an instance,
organizations were in a need of using an effective decision making tool that chooses out optimal
alternative that reduces time, complexity and highly simplified. This paper explores a usage of
new multi criteria decision making tool known as MOORA for selecting the best alternatives by
examining various case study. The study was covered up in two fold manner by comparing
MOORA with other MCDM and MADM approaches to identify its advantage for selecting
optimal alternative, followed by highlighting the scope and gap of using MOORA approach.
Examination on various case study reveals an existence of huge scope in using MOORA for
numerous manufacturing and service applications.
Analytical Hierarchical Process has been used as a useful methodology for multi-criteria decision making environments with substantial applications in recent years. But the weakness of the traditional AHP method lies in the use of subjective judgement based assessment and standardized scale for pairwise comparison matrix creation. The paper proposes a Condorcet Voting Theory based AHP method to solve multi criteria decision making problems where Analytical Hierarchy Process (AHP) is combined with Condorcet theory based preferential voting technique followed by a quantitative ratio method for framing the comparison matrix instead of the standard importance scale in traditional AHP approach. The consistency ratio (CR) is calculated for both the approaches to determine and compare the consistency of both the methods. The results reveal Condorcet- AHP method to be superior generating lower consistency ratio and more accurate ranking of the criterion for solving MCDM problems.
A NALYSIS O F S UPPLIER’S P ERFORMANCE T HROUGH F PIR /F NIR A ND M EM...csandit
In today’s highly competitive business environment,
evaluation of suppliers is the prime function
of the purchasing department of the organization. I
t is due to the fact that high percentage of the
material cost for manufacturing of a product is inv
olved. Identification of decision criteria and
methods for supplier evaluation are appearing to be
the important research area in the
literature. In this paper, hybrid methodology of Fu
zzy positive Ideal rating /Fuzzy Negative
Ideal rating and Membership Degree Transformation-
M (1, 2, 3) is proposed for evaluation of
supplier’s performance. A wide literature review is
made and six selection criteria namely:
Cost, Quality, Service, Business performance, Techn
ical Capability and Delivery performance
are considered for evaluation. A detailed applicati
on of the proposed methodology is illustrated.
The proposed methodology is useful not only to judg
e the overall performance of the supplier
but also to know which criteria/sub-criteria need t
o be improved
COMMTRUST: A MULTI-DIMENSIONAL TRUST MODEL FOR E-COMMERCE APPLICATIONSijnlc
E-Commerce applications use reputation-based trust models based on the feedback comments and ratings gathered. The “all better Reputation” problem for the sellers has become very huge because a buyer
facing problem to choose truthful sellers. This paper proposes a new model “CommTrust” to valuate trust
by mining feedback comments that uses buyer comments to calculate reputation scores using multidimensional
trust model. An algorithm is proposed to mine feedback comments for dimension weights,
ratings, which combine methods of topic modeling, natural language processing and opinion mining. This model has been experimenting with the dataset which includes various user level feedback comments that are obtained on various products. It also finds various multi-dimensional features and their ratings
using Gibbs-sampling that generates various categories for feedback and assigns trust score for each dimension under each product level.
Decision support systems, Supplier selection, Information systems, Boolean al...ijmpict
For organizations operating with number of products/services and number of suppliers, to select the right
supplier meeting all their requirements will be a challenging job. Such organizations need a good
decision support system to evaluate the suppliers effectively. Several decision support systems have been
reported to deal with complex selection process to decide the right supplier. Many mathematical models
have also been developed. This paper presents a new method, named as Bit Decision Making (BDM)
method, which treats such complex system of decision making as a collection and sequence of reasonable
number of meaningful and manageable sub-systems by identifying and processing the relevant decision
criteria in each sub-system. Help of Boolean logic and Boolean algebra is taken to assign binary digit
values to the selection criteria and generate mathematical equations that correlate the inputs to the output
at each stage of decision making. Each sub-system with its own mathematical model has been treated as a
standardized decision sub-system for that phase of making decision in evaluating suppliers. The sequence
and connectivity of the sub-systems along with their outputs finally lead to selection of the best supplier. A
real-world case of evaluation of information technology (IT) tenders has been dealt with for application of
the proposed method. The paper discusses in detail the theory, methodology, application and features of
the new method.
Integrated Analytical Hierarchy Process and Objective Matrix in Balanced Scor...TELKOMNIKA JOURNAL
Measuring organizational performance is pivotal for a comprehensive understanding of strengths,
weaknesses and to improve the quality of any organization’s performance. Balanced Scorecard (BSC) is
the strategic evolution tool that is widely used to measure the organizational performances, and
achievements from various aspects, both financial and non-financial. In this research, BSC was not only a
straight jacket concept but also a high potential tool for measuring and managing tangible and accurate
data through the application of several methods. This research weighted the variables of BSC based on
significance values of Analytical Hierarchy Process (AHP) and Optimization of Measurement with
Objective Matrix (OMAX). Moreover, a recommendation analysis was given based on the cause and effect
analysis of variables and the achievement of Key Performance Indicators (KPIs). The flow of information,
data, and performance measurement processes were designed into Business Intelligence (BI) software
development i.e. BI-MonevDash. The framework and software BI-MonevDash proposed can be used as a
new chosen tool for measuring and monitoring organizational performance. Recommendations could
facilitate the leaders in decision making to improve the organizational performance and reduce risks.
Unit I (8 Hrs)
Introduction to Linear Programming – Various definitions, Statements of basic
theorems and properties, Advantages Limitations and Application areas of Linear
Programming, Linear Programming -Graphical method, - graphical solution
methods of Linear Programming problems, The Simplex Method: -the Simplex
Algorithm, Phase II in simplex method, Primal and Dual Simplex Method, Big-M
Method
Unit II (8 Hrs)
Transportation Model and its variants: Definition of the Transportation Model
-Nontraditional Transportation Models-the Transportation Algorithm-the Assignment
Model– The Transshipment Model
Unit III (8 Hrs)
Network Models: Basic differences between CPM and PERT, Arrow Networks,
Time estimates, earliest completion time, Latest allowable occurrences time,
Forward Press Computation, Backward Press Computation, Representation in
tabular form, Critical Path, Probability of meeting the scheduled date of completion,
Various floats for activities, Critical Path updating projects, Operation time cost trade
off Curve project,
Selection of schedule based on :- Cost analysis, Crashing the network
Sequential model & related problems, processing n jobs through – 1 machine & 2
machines
Unit IV (8 Hrs)
Network Models: Scope of Network Applications – Network definitions, Goal
Programming Algorithms, Minimum Spanning Tree Algorithm, Shortest Route
Problem, Maximal flow model, Minimum cost capacitated flow problem
Unit V (8 Hrs)
Decision Analysis: Decision - Making under certainty - Decision - Making under
Risk, Decision
under uncertainty.
Unit VI (8 Hrs)
Simulation Modeling: Monte Carlo Simulation, Generation of Random Numbers,
Method for
Gathering Statistical observations
Keys to Improve Service Quality and Employee Performance In An Organization -...IJERDJOURNAL
Abstract:- A literature review provides a clear map for any research work, to take the necessary actions in the right directions to reach the possible solutions successfully. It lays foundation for the research work in either collecting important information relevant to the research or avoiding issues irrelevant to the research. It can represent which direction should be followed depending on previous researches and studies. This paper reveals one such survey focussing on the various techniques that would maximize client satisfaction in an organization. In any organization, the two key factors that determine client satisfaction are the service quality and employee performance. In this work, a detailed study and analysis are done on the various key methods followed in organizations to improve the service quality and employee performance. This survey would provide research directions for academicians and researchers in this domain and would also contribute to industries in choosing the best suitable technique for further improvement, based on their requirements
THE IMPLEMENTATION OF MODEL SERVICE ORIENTED ARCHITECTURE TO ANALYZE STUDENT ...AM Publications
The application of Service Oriented Architecture (SOA) model may integrate one information system to others. Also, SOA can handle the complexity of hardware platforms, software, and other services development in the college. There are many services systems exist in the university, for instance student satisfaction system by questionnaire. Student satisfaction is very important to be used as an evaluation of the college. Student satisfaction was analyzed using Importance Performance Analysis (IPA) by using quadrants for each competency. This study discusses the application of SOA and IPA model to analyze student satisfaction towards the course. Student satisfaction data was taken using questionnaires sent to the student satisfaction information system for 70 respondents for each course. It is found that sending the data using SOA and JavaScript Object Notation (JSON) is very efficient with the average value of page generation time for 1,5414 seconds. In addition, the analysis of student satisfaction towards each course is ranged from 3,72 to 4,09 with a satisfaction scale of 1 - 5. Therefore, the level of student satisfaction at the course is categorized in the satisfactory scale.
User Perceptions to the Quality of Apemkislamets Learning Application Managem...Argo Ciptono
This paper is aim to know specify the service
attributes which should be improved or developed in
Apemkislamets application. The approach used is WebQual.
WebQual is a quality measurement approach for websites or
applications through user perceptions based on three dimensions:
Usability, information quality and services interaction quality.
The population in this study is Apilikasi Apemkislamets users
with the number of samples taken as much as 321 respondents by
convinience sampling. The research method used is survey with
questionnaire based on WebQual 4.0 that analyzed with IPA
(Importance Performance Analysis) to know the level of user
satisfaction which is gap between importance and performance.
The results of validity and reliability test show the whole item
questionnaire valid and reliable. The results showed that 18 items
analyzed by IPA method were grouped into Quadrant I (1 item),
Quadrant II (5 items), Quadrant III (9 items) and Quadrant IV
(3 items). Items that are considered important and need to be
located lies in the first quadrant is Design in accordance with the
type of application of Learning Administration. The result of
double correlation analysis also shows a strong correlation
between independent variable and dependent in this research.
E-commerce online review for detecting influencing factors users perceptionjournalBEEI
To date, online shopping using e-commerce services becomes a trend. The emergence of e-commerce truly helps people to shop more effectively and efficiently. However, there are still some problems encountered in e-commerce, especially from the user perspective. This research aims to explore user review data, particularly on factors that influence user perception of e-commerce applications, classify, and identify potential solutions to finding problems in e-commerce applications. Data is grabbed using web scraping techniques and classified using proper machine learning, i.e., support vector machine (SVM). Text associations and fishbone analysis are performed based on the classified user review data. The results of this study show that the user satisfaction problem can be captured. Furthermore, various services that should be provided as a potential solution to experienced customers' problems or application users' perception problems can be generated. A detailed discussion of these findings is available in this article.
The traditional Importance-Performance Analysis (IPA) assumes that quality attributes are independent variables, and presupposes that explicit customers’ response data is used for assessing the importance and performance of quality attributes. Under this supposition, when the quality attribute has explicit causation data, the traditional IPA cannot correctly provide importance and priority of improvement. Moreover, the influential degree of the traditional quality attributes is emphasized as maximum degree. This study employs regression analysis and the fuzzy Decision Making Trial and Evaluation Laboratory (DEMATEL), which consider the fuzziness of human thinking, to calculate the causal relationship and the influential degree among each quality attribute, and then proposes a new methodology of decision analysis, which modifies the traditional IPA and obtains the accurate importance and the improvement the quality attributes. In this study, a Taiwanese bank is an empirical case study, which illustrates the application and the effectiveness of integrating fuzzy DEMATEL and IPA.
INTEGRATION OF IMPORTANCEPERFORMANCE ANALYSIS AND FUZZY DEMATELijcsit
The traditional Importance-Performance Analysis (IPA) assumes that quality attributes are independent variables, and presupposes that explicit customers’ response data is used for assessing the importance and performance of quality attributes. Under this supposition, when the quality attribute has explicit causation data, the traditional IPA cannot correctly provide importance and priority of improvement. Moreover, the
influential degree of the traditional quality attributes is emphasized as maximum degree. This study employs regression analysis and the fuzzy Decision Making Trial and Evaluation Laboratory (DEMATEL), which consider the fuzziness of human thinking, to calculate the causal relationship and the influential degree among each quality attribute, and then proposes a new methodology of decision analysis, which
modifies the traditional IPA and obtains the accurate importance and the improvement the quality attributes. In this study, a Taiwanese bank is an empirical case study, which illustrates the application and the effectiveness of integrating fuzzy DEMATEL and IPA.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
A comparative studies of software quality model for the software product eval...imdurgesh
Actually, software products are increasing in a fast way and are used in almost all activities of human life.
Consequently measuring and evaluating the quality of a software product has become a critical task for many companies.
Several models have been proposed to help diverse types of users with quality issues. The development of techniques for
building software has influenced the creation of models to assess the quality. Since 2000 the construction of software
started to depend on generated or manufactured components and gave rise to new challenges in assessing quality.
These components introduce new concepts such as configurability, reusability, availability, better quality and lower cost.
Consequently, the models are classified into basic models which were developed until 2000, and those based on
components called tailored quality models. The purpose of this article is to describe the main models with their strengths
and point out some deficiencies. In this work, we conclude that in the present age, aspects of communications play an
important factor in the quality of the software.
Improving Productivity through Appropriate Performance Appraisal in Pakistan ...Muhammad Arslan
The purpose of this study is to analyze the impact of performance appraisal on productivity. Appraisal tools are
used to measure the output of workers which are compared with the given tasks with specific working
environment in designing these tools there is three step process define the job, appraise the performance and
providing the relative feedback. The manager should take keen in designing. Cross tabulation methods is used to
analyze this phenomenon. Face to face interview and questionnaire will be the research strategy and this will be
cross sectional study i.e. one time study; data collection method will be secondary data, primary data through
random sampling will be collected from the contractors of transport companies of Pakistan State Oil Limited
and general analytical method will be used for data analysis. The finding of study suggests that performance
appraisal system has significant effect on personal skill and by using the combination of two methods; rating and
narrative method leads us improvement in productivity of the organization.
Improving collaborative filtering using lexicon-based sentiment analysisIJECEIAES
Since data is available increasingly on the Internet, efforts are needed to develop and improve recommender systems to produce a list of possible favorite items. In this paper, we expand our work to enhance the accuracy of Arabic collaborative filtering by applying sentiment analysis to user reviews, we also addressed major problems of the current work by applying effective techniques to handle the scalability and sparsity problems. The proposed approach consists of two phases: the sentiment analysis and the recommendation phase. The sentiment analysis phase estimates sentiment scores using a special lexicon for the Arabic dataset. The item-based and singular value decomposition-based collaborative filtering are used in the second phase. Overall, our proposed approach improves the experiments’ results by reducing average of mean absolute and root mean squared errors using a large Arabic dataset consisting of 63,000 book reviews.
Examining relationship between service quality, user satisfaction and perform...IJECEIAES
Governments attempt to use all forms of information technologies including Internet and mobile computing to be able to transform relationships with citizens. However, there is a clear gap between the indicator of the impact of technology innovation output and government’s vision in United Arab Emirates (UAE). In this regard, investigating the relationship between service quality, user satisfaction, and performance impact may help the government to mark its current progress and milestone achievement. This research proposed a model based on Delone & McLean IS success model by considering the research context. The modeling of structural equations via PLS (Partial least squares) regression was applied to evaluate the model within the context of public sector in the UAE. The data was collected from a sample of 147 employees in public organizations using a questionnaire. Results demonstrated that the quality of service has a significant effect on user satisfaction. In addition, quality of service and user satisfaction positively influences the staff performance. The outcome of this research helps to enhance the understanding of the impact of smart government applications.
Similar to Constructing a musa model to determine priority factor of a servperf model. (20)
Constructing a musa model to determine priority factor of a servperf model.
1. Mathematical Theory and Modeling www.iiste.org
ISSN 2224-5804 (Paper) ISSN 2225-0522 (Online)
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33
Constructing a MUSA Model to Determine Priority Factor of a
SERVPERF Model.
Sabri Ahmad1*
Loshini Thiruchelvam2
1. School of Informatics and Applied Mathematics, Faculty of Science and Technology, University
Malaysia Terengganu
2. School of Informatics and Applied Mathematics, Faculty of Science and Technology, University
Malaysia Terengganu
* E-mail of the corresponding author:losht_88@yahoo.com2
Abstract
The study aimed to determine the priority factor among the factors in a SERVPERF Model. The SERVPERF
Model explains the students’ satisfaction towards the quality of service provided by their hostel management.
Priority factor is the factor that is considered important by the customers, but they are not satisfied with the
service provided for that factor. A Multi-criteria Satisfaction Analysis (MUSA) Model is built based on ordinal
regression with linear programming approach. However, study found that the MUSA Model built is not stable
and could not interpret the data set used. This finding is consistent with the fact that MUSA Model does not
always give out an interpretable results..
Keywords: Multi-criteria Satisfaction Analysis (MUSA), Modified SERVPERF Model, Priority Factor, Ordinal
Regression, Linear Programming Approach.
1. Introduction
Quality matter is an important aspect in both the government and private organizations. Only if good quality of
service is provided, then the customers will be satisfied. On the other hand, satisfaction can be defined as the
assessment of customers towards the service they received. According to Tse & Wilton (1988), satisfaction is the
result of comparison between the service that customers expected with the service they receive at real. If the
service they receive is better than the one they expected, then customers are said to be satisfied and vice versa.
There are many type of models that can be used to measure customer satisfaction. Among them is the (Service
Performance) SERVPERF model by Cronin & Taylor (1992). This SERVPERF model have five dimensions,
namely Tangible, Responsive, Assurance, Reliability and Empathy. The dimensions describe the quality of
service received by the customer, with each have a specific explanation.
As there are five factors in the SERVPERF Model, the management need to take care all these factors in order to
provide a good quality of service, to ensure the students are satisfied with their service. However, it might be a
big challenge to the management to take care all the factors at the same time, and therefore the quality of their
service might decrease, causing customers not being satisfied and stop using their service. Therefore,
management should know which dimensions need the priority (Grigoroudis & Siskos, 2002). For this, factors
should be arranged according to their importance and satisfaction of the customers. Priority should be given to
the factor which is considered important by customers, but they are not satisfied with service provided for that
factor.
2.0 Literature Review
Arabatzis. & Grigoroudis (2010) carried out a study to investigate the visitors of Dadia-Lefkini-Souflion
National Park’satisfaction and perception towards the service provided and to analyze the gap between them.
The study aims to determine the factors that influences visitors satisfaction and to determine aspects that
need more attention and improvements by the management. The study uses primer data through surveys from
the visitors directly, with few aspects being touched in the survey. The aspects been discussed were on
aspects of nature, staffs’ service, infrastructure, recreational facilities, and information centre. Study
used Multi-criteria Satisfaction Analysis (MUSA) and Gap Analysis method. Findings show that 88% of the
visitors are satisfied with the service provided, with mainly they are satisfied with nature and staffs’service.
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Grigoroudis et al. (2000) carried out a study entitled TELOS: A Computer Software to Evaluate Customers
Satisfaction. The study aimed to introduce TELOS as the software to construct MUSA Model. This TELOS
software only needs a brief data of respondents and it does not have any limit for on the number of scales and
levels of criteria to be used. Three different types of analysis can be done using this software, which are;
Descriptive Analysis, Global Exploratory Analysis (Average Global Satisfaction Index and Added Value Curve
for global satisfaction), and Partial Exploratory Analysis (weight of each criteria, Average Partial Satisfaction
Index, Added Value Curve for each criteria).
Ipsilandis et al. (2008) carried out a study entitled MUSA Approach on Evaluating an Education Program
Operation. The study’s objective is to identify the pattern of satisfaction on interaction and support received by
the Project Manager from three different group of shareholders. The group of shareholders differ from the
authority where Project Management Authority (PMA) is the highest group, followed by Project Organization
(PO). Both these groups are at the higher authority compared to the Project Manager. The third group of
shareholder is the Project Team (PT) who were the shareholders who helps out the manager in completing the
project. Study found that the Project Manager globally described a low satisfaction level for the interaction and
support he gained from these three goup of shareholders., especially from the Project Organization (PO).
Grigoroudis et al. (2008) carried out a study on Quality Evaluation of Customer Website: Application of
Satisfaction Benchmarking. The study aimed to identify the best website provider among the three companies
compared and was based on two objectives; to categorize criteria according to priority given by customers and
their satisfaction for each company. The first objective was achieved by building the Action Diagram involving
satisfaction of customers for each criteria, importance of each criteria and improvement effort needed for each
criteria. Second objective is achieved through the evaluation of the performance of each company, compared to
their competitors. Through this objective, advantages and disadvantages of each company compared to their
competitors can be identified. The study uses the basis MUSA model for the first objective and a modified
MUSA Model for the second objective. From the first Action Diagram, it was found that criteria `Physical
Efficiency’ is the priority factor/factor that needs the most improvement action. Based on the second Action
Diagram, it was found that the criteria `Animation’ and criteria `Technical Efficiency’ are advantage criteria for
the respective company, A and B. This is because both criteria are in the Waiting Quadrant. That is the
performance provided is low, but the quality of the criteria compared to competitors, is still higher compared to
the competitors.
3.0 Methadology
According to Siskos et al., 1998; Grigoroudis & Siskos, 2002, The MUSA (Multi-criteria Satisfaction Analysis)
is an analysis with multi-criteria preference disaggregation technique. The main objective of the MUSA method
is the disaggregation of individual judgments into a collective value function, and therefore it assumes that
customer’s global satisfaction depends on a set of criteria representing few service characteristics dimensions.
MUSA uses the ordinal-regression based approach for the assessment of a set of collective satisfaction functions,
which causes the global satisfaction criterion becomes as consistent as possible with customers-judgments.
Given customers’ global satisfaction Y, and partial satisfaction xi (according to the ith
criterion of ordinal scaling),
the method follows and additive collective value function Y* and a set of partial satisfaction (value) function xi*.
The goal of this method is to obtain the maximum consistency between the value function Y* and customers’
judgments, Y.
According to the modeling preference disaggregation approach and addition of a double-error variable, the
ordinal regression equation is :
,_________________________(1)
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Where, indicates the estimation of global value function Y*, and indicates the overestimation
and underestimation respectively.
Y* and , which are the global and partial satisfaction value respectively, are normalized in the interval of 0 to
100. Therefore, they are monotone function. Thus, mono-tonicity constraints for Y* and are removed, so
that the size of mathematical program could be reduced. For this, the transformation equations are used :
zm = y*m+1
– y*m
, for m= 1,2,…,α-1
dik = bixi
*k
for k = 1,2,…,αi-1 and i = 1,2,…,n
where y*m
is value of the ym
satisfaction level,
xi
*k
is the value of the xi
k
satisfaction level,
α and αi are the number of global and partial satisfaction value respectively.
Therefore, the basic estimation model can be written in the form of a linear program formulation, as below:
Stability Analysis
Considering that the MUSA method is based on a linear programming modeling, the stability analysis is
considered as a post-optimality analysis problem. As shown in Figure below, the post-optimal solution space is
defined by the polyhedron :
F
All the constraints of Linear Programming (LP),
-where is the optimal value of the objective function of LP, and is a small % of
Objective Function: Min
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Subject to
Given that,
), 0, for
4.0 Findings and Data Analysis
In This study uses SERVPERF Model, where this model has five criteria, therefore the weight of each criteria is
1/3. Both the variables in global satisfaction and satisfaction for each criteria used a likert scale of seven, so each
variable will have an increment of 16.67% in each level. The value of levels in global satisfaction variable is as
below:
The values for each criteria is as below:
(2)
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Therefore, based on equation (1), function value for the global satisfaction is estimated to be consistent with the
summation of partial satisfaction. Any differences between both satisfaction is covered by the introduction of
estimation error.
Next, MUSA Model was built using the Excel Solver software. However, it was found that the model could not
be interpreted as the solution was formed on the infeasible region. Therefore, modification is done with
introducing the preference threshold ( and ). However, this modification could not be done as the preference
threshold value will be negative even with a minimum increase of two. This condition does not obey the
equation 3 below, that is:
where,
(2 x (7-1)) x 22 = 264 > 100
Therefore, the model is modified by categorizing respondent according to gender. It is found that models of both
gender boys and girls could be interpreted, and it is located at the feasible region. However, the models were
found not to be stable as it only have the value of 100 at only one criteria and zero at all the other criteria. In
detailed categorization into original states (either East Coast, West Coast, and Sabah& Sarawak). However, even
after the categorization, the models were still found not to be stable. Therefore, it can be concluded that MUSA
Model could not be build for this data set. Table 9 till 18 (in Appendix Section) shows the result of MUSA Model
built for each category.
5.0 Conclusion
Study found that MUSA Model built is not stable and could not interpret the data set. The result of unstable
model is consistent with the theory that MUSA Model not necessarily could interpret data well, and there is
always a possibility to obtain an unstable model (Grigoroudis & Siskos, 2002). This conclusion is also supported
by the writing by Jao et al. (2007), where they did not obtain a stable model when used a data set of 70
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respondents, but obtained stable models with 30 and 100 respondents. They discussed that MUSA Model uses
Least Absolute Deviation method to find the error in the model, where this method is based on iteration approach.
This approach gives more than one solution, and therefore causing unstable results/models.
Acknowledgements
The authors wish to thank the hostel management for allowing surveys to be taken from their students. This work
was supported in part by a grant from Ministry of Higher Education, under the MyBrain15 scheme.
References
Arabatzis, G. Grigoroudis, E. (2010). Visitors’ Satisfaction, Perception and Gap Analysis: The Case of
Dadia-Lefkini-Souflion National Park Forest Policy and Economics. 12(2010)163-172
Grigoroudis, E. & Siskos, Y. (2002). Preference Disaggregation For Measuring and Analyzing Customer
Satisfaction : The MUSA Method. European Journal of Operational Research 143(1), 148-170.
Grigoroudis, E. & Siskos, Y. (2010). MUSA: Multi-criteria Satisfaction Analysis (MUSA) & Extension
of the MUSA Method. In Customer Satisfaction Evaluation. ed. Hiller F.S., Price,C.C., pp 91-129. New York:
Springer Press.
Grigoroudis, E. Siskos, Y., & Saurais, O. (2000). TELOS: A Customer Satisfaction Evaluation Software.
Computers & Operations Research 27 (2000) 799-817
Ipsilandis, P.G., Samaras, G., & Mplanas, N. (2008). A MulticriteriaSatisfaction Analysis Approach
in the Assessment of Operational Programes. International Journal of Project Management 26(2008) 601-611
Joao, I.M., Carlos, A., Costa, B.e., & Figueira, J.R. (2007). An Alternative to the MUSA Method for
Customer Satisfaction Analysis. Centre of Management Studies of IST(CEG-IST).
Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., & Malandrakis, Y. (2001). Customer Satisfaction
Measurement in the Private BankSector. European Journal of Operational Research 130(2001) 347-360
Appendix
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