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.

Sensitivity analysis for stochastic user equilibrium with elastic demand assignment model

This paper puts forward a rigorous approach for a sensitivity analysis of stochastic user equilibrium with the elastic demand （SUEED） model. First, proof is given for the existence of derivatives of output variables with respect to the perturbation parameters for the SUEED model. Then by taking advantage of the gradient-based method for sensitivity analysis of a general nonlinear program, detailed formulae are developed for calculating the derivatives of designed variables with respect to perturbation parameters at the equilibrium state of the SUEED model. This method is not only applicable for a sensitivity analysis of the logit-type SUEED problem, but also for the probit-type SUEED problem. The application of the proposed method in a numerical example shows that the proposed method can be used to approximate the equilibrium link flow solutions for both logit-type SUEED and probit-type SUEED problems when small perturbations are introduced in the input parameters.

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.

Analysis and Simulations of Open-Source Intelligence Process System Dynamics from User’s Perspective

In today’s society with advanced Internet,the amount of information increases dramatically with each passing day,which leads to increasingly complex processes of open-source intelligence.Therefore,it is more important to rationalize the operation mode and improve the operation efficiency of open-source intelligence under the premise of satisfying users’needs.This paper focuses on the simulation study of the process system of opensource intelligence from the user’s perspective.First,the basic concept and development status of open-source intelligence are introduced in details.Second,six existing intelligence operation process models are summarized and their advantages and disadvantages are compared in focus.Based on users’preference,the open-source intelligence system simulation theory model is constructed from four aspects:intelligence collection,intelligence processing,intelligence analysis,and intelligence delivery.Meanwhile,the dynamics model of the open-source intelligence process system is constructed based on the open-source intelligence system simulation theoretical model,which specifically includes five parts:determination of system boundary,construction of causal loop diagram,construction of stock flow diagram,writing ofmathematical equations,and system sensitivity test.Finally,the system simulation results were analyzed.It was found that improving the system of intelligence agencies,opening up government affairs,improving the professional level of intelligence personnel,strengthening the communication and cooperation among personnel of various intelligence departments,and expressing intelligence products through diverse forms can effectively improve the operational efficiency of the open-source intelligence process system.

Evaluation of Satisfaction Survey of Decision-Making Meteorological Services in Shaanxi Province, China in 2017

In China, decision-making meteorological services provide meteorological information for the production organization, disaster prevention and mitigation by the CPC committee, government, military leaders and decision-making departments at all levels, as well as scientific decision-making in the areas of rational development and utilization of climate resources and environmental protection. In order to understand the user’s satisfaction with the decision-making meteorological service, the Shaanxi Provincial Meteorological Bureau conducted a statistical survey, and the results showed that: 1) In 2017, the satisfaction level of provincial-level decision-making meteorological services in Shaanxi, China was 92.77%. Among them, the satisfaction index of “Ministry Department Service Personnel Professional Image and Service Awareness” was 94.12%, and the “Weather Forecast Warning Accuracy” satisfaction index was 90.18%. 2) Decision-making users have become an important channel for obtaining meteorological information through meteorological websites, televisions, mobile phone text messages, APP mobile applications, broadcasting, and Meteorological Information Express. Rainstorms, floods, high temperature heat, cold winds, hail, precipitation, and lightning are still the main concerns of decision-makers. 3) The focus on haze and UV intensity is 15% and 8% higher than that of 2016. The next 1 - 3 days weather forecast and 0 - 6 hours short-term forecast are still the most valuable forecast products for decision-making users. Compared with 2016, the next 1 - 3 days weather forecast, future 0 - 6 hours forecast, traffic meteorology, precipitation probability, and air quality forecast increase by 1% to 14% in the year of 2017.

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.

Electricity-Carbon Interactive Optimal Dispatch of Multi-Virtual Power Plant Considering Integrated Demand Response

As new power systems and dual carbon policies develop,virtual power plant cluster(VPPC)provides another reliable way to promote the efficient utilization of energy and solve environmental pollution problems.To solve the coordinated optimal operation and low-carbon economic operation problem in multi-virtual power plant,a multi-virtual power plant(VPP)electricity-carbon interaction optimal scheduling model considering integrated demand response(IDR)is proposed.Firstly,a multi-VPP electricity-carbon interaction framework is established.The interaction of electric energy and carbon quotas can realize energy complementarity,reduce energy waste and promote low-carbon operation.Secondly,in order to coordinate the multiple types of energy and load in VPPC to further achieve low-carbon operation,the IDR mechanism based on the user comprehensive satisfaction(UCS)of electricity,heat as well as hydrogen is designed,which can effectively maintain the UCS in the cluster within a relatively high range.Finally,the unit output scheme is formulated to minimize the total cost of VPPC and the model is solved using theCPLEX solver.The simulation results showthat the proposed method effectively promotes the coordinated operation among multi-VPP,increases the consumption rate of renewable energy sources and the economics of VPPC and reduces carbon emissions.

元宇宙场域下的公共图书馆用户空间服务需求

元宇宙相关技术的应用与发展是推进图书馆服务变革与优化的重要机遇,为多元空间建设提供方向,对公共图书馆空间服务创新具有指导意义。文章对不同年龄、学历、专业以及地域的公共图书馆用户进行深度访谈,通过扎根理论研究挖掘用户对公共图书馆的空间服务需求,结合KANO模型构建元宇宙场域下公共图书馆用户空间服务需求模型,进而提出发展策略。结果表明:图书馆管理是用户空间服务需求的外部驱动因素,用户体验与空间配置是用户空间服务需求的内部驱动因素。公共图书馆应以智能化为目标、以多元治理为手段、以技术为依托,从图书馆建设、用户需求以及空间配置三个方面提升空间服务能力。

女士皮鞋外观设计需求驱动方式建构

目的 为了科学评价并划分女士皮鞋外观要素的需求类型,将用户需求要素量化分析得出其权重值,从而指导女士皮鞋外观设计,进而提升用户满意度,并构建出以用户需求为驱动方式的女士皮鞋外观设计模型。方法 首先,通过多渠道调研将女士皮鞋及其外观设计要素进行合理分类;其次,制作李克特量表以调研用户外观需求评价,应用Kano模型划分用户外观需求属性类别;最后,借助AHP层次分析法建构女士皮鞋外观要素需求分析模型,计算归纳出不同种类皮鞋各层级外观需求权重,并通过国内外优秀案例检验方法的合理性。结论 建立Kano-AHP的用户需求驱动方式,针对女士皮鞋外观设计要素对其重要度分类进行量化排序,得出女式皮鞋各外观要素在设计评价中的相对权重值,对鞋靴类产品外观设计有现实意义。