The Digitization of Public Services and Its Contribution to the Quality of Service in Relation to User Satisfaction

In recent years, some governments have been working on solutions to transform public administrations and provide high-quality services to users. The United Nations has recommended integrating digital technology into various aspects of life, including public services. The objective is to offer real-time, high-quality digital services, improve the delivery of public services, enhance their effectiveness and efficiency, while achieving objectives such as transparency, interoperability and citizen satisfaction. However, most governments in developing countries are unable to keep up with this trend. As a result, they often create digital public services that fall short of users’ expectations. This study aims to identify the fundamental factors influencing the quality of service in relation to user satisfaction and to explore the relevance of digital technology in implementing this quality within Cameroon public administrations. To achieve this, we used a qualimetric research method, which included non-directive interviews, questionnaires, and structured observations. The results showed that the public services offered in our study environment did not meet users’ expectations. However, the study identified the fundamental aspects to be considered in providing quality public services connected to user satisfaction, as well as the strengths of digitization in achieving this quality.

Research on Multi-Objective Optimization Model of Industrial Microgrid Considering Demand Response Technology and User Satisfaction

In the process of wind power,coal power,and energy storage equipment participating in the operation of industrial microgrids,the stable operation of wind-storage industrial microgrids is guaranteed by considering demand response technology and user satisfaction.This paper firstly sorts out the status quo of microgrid operation optimization,and determines themain requirements for user satisfaction considering three types of load characteristics,demand response technology,power consumption benefit loss,user balance power purchase price and wind power consumption evaluation indicators in the system.Secondly,the operation architecture of the windstorage industrialmicrogrid is designed,and themulti-objective optimizationmodel of the wind-storage industrial microgrid is established with the comprehensive operating cost and user satisfaction as the target variables,and the corresponding solution method is mentioned.Finally,a typical wind-storage industrial microgrid is selected for simulation analysis,and the results showthat,(1)Considering the demand response technology,the comprehensive operating cost of the wind-storage industrial microgrid per day is 5292.63 yuan,the user satisfaction index is 0.953,and the wind power consumption rate reaches 100%.(2)By setting four scenarios,it highlights that the grid-connected operation mode is superior to the off-grid operation mode.Considering the demand response technology,the load curve can be optimized,and the time-of-use electricity price can be fully used to coordinate the operation of each unit,which enhances the wind power consumption capacity.The compromise solution of the system comprehensive operating cost and user satisfaction under the confidence level of 0.95 is obtained,namely(5343.22,0.94).(3)The frontier curve shows that in the process of model solving,it is impossible to optimize any sub-objective by changing the control variables,which proves that there is a close relationship between the comprehensive operating cost of the system and the confidence level,which can provide effective guidance for the optimal operation of industrial microgrids.

A comparative study on users' satisfaction of library resource sharing under the circumstance of network in Nanjing

From the perspective of information resource sharing, the authors investigated the ratio and degree of users' satisfaction with resource sharing among college libraries, public libraries and research libraries in Nanjing city. Based on the analysis and discussion about the findings, the authors summarized the library resource sharing system in satisfying users' information requirements, including its pros and cons. At last, further considerations have been provided on how to improve library resource sharing system in the region.

Sensory Evaluation of Freeze-Dried Facial Mask and Analysis of User Profile

To thoroughly understand market opportunity of freeze-dried facial mask and deeply get insight of consumers’usage behavior and needs,evaluate sensory feelings of 10 screened commercial freeze-dried facial mask products,group test products according to the differences of sensory attributions via Principal Component Analysis(PCA)and Agglomerative Hierarchical Clustering(AHC),pick up the representative products.Freeze-dried facial mask users evaluate satisfaction degree of picked up products and participate survey of usage behavior/cognition.Analyze consumer data by AHC to get consumer segmentations and their profile.The test results show that,sensory data and consumer data,which is from consumers test of screened representative products by performing PCA and AHC on sensory data,can be verified mutually.It is helpful to understand the needs of consumer segmentations and reason to buy by combining sensory data and consumer test.

A Structural Topic Model for Exploring User Satisfaction with Mobile Payments

This study explored user satisfaction with mobile payments by applying a novel structural topic model.Specifically,we collected 17,927 online reviews of a specific mobile payment(i.e.,PayPal).Then,we employed a structural topic model to investigate the relationship between the attributes extracted from online reviews and user satisfaction with mobile payment.Consequently,we discovered that“lack of reliability”and“poor customer service”tend to appear in negative reviews.Whereas,the terms“convenience,”“user-friendly interface,”“simple process,”and“secure system”tend to appear in positive reviews.On the basis of information system success theory,we categorized the topics“convenience,”“user-friendly interface,”and“simple process,”as system quality.In addition,“poor customer service”was categorized as service quality.Furthermore,based on the previous studies of trust and security,“lack of reliability”and“secure system”were categorized as trust and security,respectively.These outcomes indicate that users are satisfied when they perceive that system quality and security of specific mobile payments are great.On the contrary,users are dissatisfied when they feel that service quality and reliability of specific mobile payments is lacking.Overall,our research implies that a novel structural topic model is an effective method to explore mobile payment user experience.

Enhancing the Prediction of User Satisfaction with Metaverse Service Through Machine Learning

Metaverse is one of the main technologies in the daily lives of several people,such as education,tour systems,and mobile application services.Particularly,the number of users of mobile metaverse applications is increasing owing to the merit of accessibility everywhere.To provide an improved service,it is important to analyze online reviews that contain user satisfaction.Several previous studies have utilized traditional methods,such as the structural equation model(SEM)and technology acceptance method(TAM)for exploring user satisfaction,using limited survey data.These methods may not be appropriate for analyzing the users of mobile applications.To overcome this limitation,several researchers perform user experience analysis through online reviews and star ratings.However,some online reviews occasionally have inconsistencies between the star rating and the sentiment of the text.This variation disturbs the performance of machine learning.To alleviate the inconsistencies,Valence Aware Dictionary and sEntiment Reasoner(VADER),which is a sentiment classifier based on lexicon,is introduced.The current study aims to build a more accurate sentiment classifier based on machine learning with VADER.In this study,five sentiment classifiers are used,such as Naïve Bayes,K-Nearest Neighbors(KNN),Logistic Regression,Light Gradient Boosting Machine(LightGBM),and Categorical boosting algorithm(Catboost)with three embedding methods(Bag-of-Words(BoW),Term Frequency-Inverse Document Frequency(TF-IDF),Word2Vec).The results show that classifiers that apply VADER outperform those that do not apply VADER,excluding one classifier(Logistic Regression with Word2Vec).Moreover,LightGBM with TF-IDF has the highest accuracy 88.68%among other models.

Predicting User Satisfaction of Non-volitional Enterprise Systems: An Example From Telecomunications

The rapid pace of technological change has seen information and communication technologies become the digital backbone of developed nations’ economies and a pre-requisite for global trade. Some enterprise systems are however more than mere facilitators, they provide the bedrock without which organizations could not function;we term these mandatory systems “non-volitional”(NVS). With hyper-growth in demand for connectivity, telecommunications are typical of sectors where NVS shape the fiercely competitive landscape. Among them, Billing & Revenue Management Systems (BRMS) are a form of credit, providers deliver a service and subscribers later pay for that service. As such, they are “business critical”, meaning failures may affect an organization’s ability to conduct its core business. Failures also impact user satisfaction, a key measure of information systems success. However, relatively few studies empirically test this notion;fewer still evaluate it at organizational (rather than individual) level, while there is a dearth of literature investigating non-volitional systems and, to the best of our knowledge, none whatsoever consider ways of predicting user satisfaction for BRMS. According to a renowned and widely cited conceptual model, user satisfaction is influenced by information, system, and service quality respectively. To test this theory for telecoms BRMS, we applied structural equation modelling to investigate which of these dimensions has the most effect. The results indicate that information quality, system quality, service quality, and user satisfaction are all valid measures of BRMS success. Hypothesized relationships between the four success dimensions were significantly substantiated. The study also identified five measures of information quality, four measures of system quality, four measures of service quality, and four measures of user satisfaction. Once the proposed model had been successfully validated, we tested the level of significance among user satisfaction and the three quality dimensions. Findings showed that service quality had the strongest influence on user satisfaction, with information quality second. This is quite different from other applications considered in our literature review which mostly have information quality as having the strongest impact (knowledge management systems apart).

An empirical study on user satisfaction in relation to those influencing factors for the development of database resources

In taking into full consideration of the technology acceptance model(TAM),this empirical study has made a few assumptions and also has formulated a model for the study on the level of satisfaction of database users. This research project was conducted by collecting relevant data from library users of five universities. Specifically, it aimed to measure database users' level of satisfaction and tried to find factors affecting these graduate students who are using databases regularly at their university libraries. An analysis of the collected data shows that the level of database users' satisfaction could be directly affected by the database service quality, the easiness of accessing the system and user perceived notion of usefulness of those databases that they use often. This study also found that database users' gender could be a significant factor in their perceived notion of easiness of accessing databases, and also in their perceived notion of satisfaction for their successful information retrieval operations. The frequency of accessing databases by these graduate students has an impact on users' perceived notion of easiness of database access. The users' school classifications could make a significant difference in their perceived notion on the extent of usefulness of a particular database.

User satisfaction-based quality evaluation model and survey analysis of network information service

On the basis of user satisfaction,authors made research hypotheses by learning from relevant e-service quality evaluation models.A questionnaire survey was then conducted on some content-based websites in terms of their convenience,information quality,personalization and site aesthetics,which may affect the overall satisfaction of users.Statistical analysis was also made to build a user satisfaction-based quality evaluation system of network information service.

Reputation-based joint optimization of user satisfaction and resource utilization in a computing force network

Under the development of computing and network convergence,considering the computing and network resources of multiple providers as a whole in a computing force network(CFN)has gradually become a new trend.However,since each computing and network resource provider(CNRP)considers only its own interest and competes with other CNRPs,introducing multiple CNRPs will result in a lack of trust and difficulty in unified scheduling.In addition,concurrent users have different requirements,so there is an urgent need to study how to optimally match users and CNRPs on a many-to-many basis,to improve user satisfaction and ensure the utilization of limited resources.In this paper,we adopt a reputation model based on the beta distribution function to measure the credibility of CNRPs and propose a performance-based reputation update model.Then,we formalize the problem into a constrained multi-objective optimization problem and find feasible solutions using a modified fast and elitist non-dominated sorting genetic algorithm(NSGA-II).We conduct extensive simulations to evaluate the proposed algorithm.Simulation results demonstrate that the proposed model and the problem formulation are valid,and the NSGA-II is effective and can find the Pareto set of CFN,which increases user satisfaction and resource utilization.Moreover,a set of solutions provided by the Pareto set give us more choices of the many-to-many matching of users and CNRPs according to the actual situation.

A case study of customer satisfaction for information technology solutions

There are numerous information technology solutions including hardware and software. A company that provides the solution should have knowledge of the customer needs in the purpose of sailing strategy or upgrade policy. The needs are also directly connected to the user satisfaction. However, the users have respective points of view in the needs as well as they may not identify the requirements to improve the solution. SERVQUAL can be an appropriate method to define and measure the customer satisfaction for the information technology solutions. As a case study of the customer satisfaction, the modified SERVQUAL items and scoring method are applied to a cyber-infrastructure system named CyberL ab in Korea. The measurement results of user satisfaction for CyberL ab are provided to confirm that our proposed method performs as we intended. From the results, we can score the satisfaction level of users and identify their needs in the various aspects. The total user satisfaction level for CyberL ab is scored by 88.3.

Arabic Sentiment Analysis of Users’ Opinions of Governmental Mobile Applications

Different types of pandemics that have appeared from time to time have changed many aspects of daily life.Some governments encourage their citizens to use certain applications to help control the spread of disease and to deliver other services during lockdown.The Saudi government has launched several mobile apps to control the pandemic and have made these apps available through Google Play and the app store.A huge number of reviews are written daily by users to express their opinions,which include significant information to improve these applications.The manual processing and extracting of information from users’reviews is an extremely difficult and time-consuming task.Therefore,the use of intelligent methods is necessary to analyse users’reviews and extract issues that can help in improving these apps.This research aims to support the efforts made by the Saudi government for its citizens and residents by analysing the opinions of people in Saudi Arabia that can be found as reviews on Google Play and the app store using sentiment analysis and machine learning methods.To the best of our knowledge,this is the first study to explore users’opinions about governmental apps in Saudi Arabia.The findings of this analysis will help government officers make the right decisions to improve the quality of the provided services and help application developers improve these applications by fixing potential issues that cannot be identified during application testing phases.A new dataset used for this research includes 8000 user reviews gathered from social media,Google Play and the app store.Different methods are applied to the dataset,and the results show that the k nearest neighbourhood(KNN)method generates the highest accuracy compared to other implemented methods.

Investigation on the Benefits and Satisfaction Degree of the Electronic Official Document On-line Submission and Approval System-A Case Study of a Medical Center in Southern Taiwan

Purpose:The aim of the study was to investigate the actual benefits of the electronic official document online submission and approval system and the satisfaction of hospital staff in a medical center in southern Taiwan,and to find out whether there are any differences between medical institutions and general government personnel.Methods:A cross-sectional study was conducted to investigate satisfactory outcome with questionnaires.The subjects were administrators,healthcare professionals and medical personnel of a medical center in the southern part of Taiwan who had signed electronic documents online.A total of 395 questionnaires were sent out,147 of which were valid,and the rate of collecting data survey was 37%.We analyzed with SPSS version 20.Results:The official document approval system was mainly used by administrative units and contractors,accounting for more than 50%of users.Besides,the frequency of use was at least more than once a week.As for the user’s perception of operating system,most people thought that it is easier to choose the format of official document and to set up the duty agent on leave,but in the part of the signing and approval process setting or modifying,it was considered more difficult,accounting for 38.1%.In terms of perceptual usefulness,the average value was 3.81,which showed that the user agreed that the system has met the needs of daily official documents.When some users of service area encountered problems with their use,the clerical staff were able to provide services immediately and have the professional ability to resolve problems,in order to agree to the majority,accounting for 53.7%.In addition,nearly 60%of users rated the official document system positively,with an average of 3.84 satisfaction,which was higher than the certified value of 3,conforming to the standards for satisfaction with the use of official documents.In addition,the role authorization,perceptual easy-to-use and service area were significant(p<0.05).The perceptual usefulness of Subordinate units was also significant(p=0.016).The frequency of use,perceptual easy-to-use,perceptual usefulness,service area and satisfaction were significantly different(p<0.05).The correlation coefficient between perceptual usefulness and user satisfaction was 0.833,indicating that there was a high correlation.The daily usage frequency of contractors was higher than supervisors.However,supervisors had the highest frequency of use every quarter(p=0.135).There was no significant difference between contractors and supervisors in the frequency of use.Conclusion:It is suggested that education and training on the operation of the electronic official document on-line submission and approval system should be conducted,which can enhance the education and training of supervisors and medical personnel.Continually,invite supervisors and medical personnel to provide advices on the official document system as a reference for future improvements of the system.

重大突发公共卫生事件中老年用户信息公开满意度影响因素模型构建——以成都市为例

[目的/意义]作为数字时代的信息弱势群体,重大突发公共卫生事件中老年用户的信息公开满意度将是影响各级政府风险与应急管理效果的重要因素。[方法/过程]文章选取成都市老年群体为具体研究对象,运用访谈和扎根理论方法,分析获取重大突发公共卫生事件中老年用户信息公开满意度的关键影响因素并构建影响因素框架模型。[结果/结论]以信任程度、主观能力、需求期望和社会支持等为自变量,以感知易获取性、感知质量和感知价值为中间变量模型,揭示了重大突发公共卫生事件老年用户信息公开满意度影响因素的多元性与作用关系的复杂性,体现了老年用户作为信息弱势群体在重大突发公共卫生事件公开信息获取与利用中的信息心理与行为特质。

基于用户评论的综合类政务服务APP使用满意度的影响机制质性研究

探讨综合类政务服务APP使用满意度的影响因素及其作用机制,有助于更有针对性地完善功能设计和服务流程,进而提升数字政务水平。本研究将服务接触三元模型、服务接触满意度模型等作为参照理论,采用扎根理论对29个用户评论数据集进行分析,揭示出产品质量和使用情境两类共七个影响因素,并构建了三元主体模型以及过程模型。研究发现,产品质量越高、使用情境越贴近用户诉求,使用满意度越高;在使用前,使用情境中的APP推广的制度压力负向影响使用满意度;在使用中,产品质量正向影响使用满意度;在使用后,使用情境中的感知共情性正向影响使用满意度;同时,APP推广的制度压力对产品质量与使用满意度的正向关系起负向调节作用。本研究“动态”呈现了使用满意度影响因素的作用机制,丰富了管理信息系统领域过程理论和使用满意度的研究,拓展了服务接触满意度模型和制度理论等理论应用情境,可为后续使用满意度维度划分、制度压力调节作用等定量研究提供理论参考。

考虑需求响应及不确定性的综合能源优化调度

如何在区域综合能源系统中建立有效的需求侧模型,对于需求响应政策的实施至关重要。为提高用户参与需求响应积极性,引入实时定价机制,同时考虑系统的经济低碳性和电气热用户的用能满意度,构建兼顾系统和用户利益的综合需求响应主从博弈模型。针对用户参与需求响应的不确定性,引入贝叶斯方法更新负荷曲线。算例分析表明,所提博弈模型及贝叶斯方法能够有效平衡系统和用户之间的利益,提高了综合需求响应的可靠性。

基于扎根理论的体育短视频用户满意度影响因素研究

随着短视频平台的兴起,体育短视频作为一种新兴的传播形式,吸引了大量用户的关注。研究旨在探索体育短视频用户满意度的影响因素,以增强用户观看体验并促进体育短视频的可持续发展。通过目的性抽样选取了40位体育短视频用户进行访谈,运用扎根理论研究方法对数据进行了三级编码分析,并结合SOR理论构建了体育短视频用户满意度的影响因素模型。研究发现:主体因素、平台建设和达人能力三个主范畴能够显著影响用户满意度,其中主体因素是用户产生正向反应的直接驱动因素,体育短视频平台建设和达人能力作为外部刺激对用户满意度产生作用。依据研究发现所得的启示如下:契合用户心理预期,提升体育短视频平台的系统和资源质量;关注用户情感需要,培养体育短视频达人的创新和互动意识;增强用户黏性行为,优化体育短视频内容的传播路径和手段。

可持续建筑技术在工程领域的应用研究

随着社会发展和环境问题的逐渐凸显,可持续建筑技术在工程领域的应用越来越受到关注。本文从健康、效率、经济和社会四个角度,探讨了可持续建筑技术在工程领域的应用。首先,我们研究了可持续建筑技术如何在提高建筑物内空气质量、提高效能、减少工程项目对环境的影响等方面作出贡献。然后,我们采用了多种定性与定量的研究方法,如实地调查、深度访谈和数据分析等,深入探究了可持续建筑技术引入工程项目的具体实施方法和步骤。研究结果表明,可持续建筑技术不仅能提高工程项目的节能效益和环保效果,同时也能够带来经济效益和社会效益,如节省维护成本、提高工作效率、提升建筑物的使用者满意度等。反之,缺乏可持续建筑技术的工程项目,往往无法达到社会、经济、环境的满意效果。因此,我们强烈建议在今后的工程领域中,更多的运用可持续建筑技术,真正实现工程项目的可持续发展。

医疗信息系统在医院档案管理中的应用效果评估

为评估医疗管理信息系统在医院档案管理中的应用效果,本研究采用案例分析和用户满意度调查的方法,深入探讨医疗管理信息系统的定义、功能、技术架构以及在医院档案管理中的应用模式。通过对国内、外成功案例的分析,以及对实施医疗管理信息系统后的档案管理效率和用户满意度的量化评估,结果表明,医疗管理信息系统显著提高医院档案管理的效率和质量。同时,研究也指出,在实施过程中遇到的主要问题,并对未来的改进方向提出建议。该研究不仅为医院档案管理提供有效的改进策略,也为医疗管理信息系统的进一步优化和应用提供参考。