Service level objective

About: Service level objective is a research topic. Over the lifetime, 7894 publications have been published within this topic receiving 218701 citations.

Customer perception of service quality in public transport

Abstract: This paper presents the research and analysis process showing that transport system customers have a specific perception of service quality, as an indicator of transport system. Determining satisfactory level of service quality implies knowledge of travel demand and travel behaviour. There are a lot of elements that define the transport system quality. The goal of this paper is to identify the public transport system's service quality elements that should be primarily acted on, in order to increase the level of service quality from transport system users’ (public transport users’ and non-users’) point of view, with minimal investment. The paper describes a specifically defined research methodology for determining service quality elements that should be primarily acted on, from the transport system users’ point of view. Methodology involves the use of Importance Performance Analysis (IPA) which is upgraded with the state preferences analysis. Presented methodology, which is used to determine user p...

Analysis of resource sharing in information providing services

Abstract: The key to an economical service is in the sharing of physical resources among the customers. This applies to the information storage and sourcing devices, as well as to the transmission bandwidth. One of the possible solutions to the resource sharing problem is the grouping of customers with similar service requests, and broadcasting the information rather than granting the service individually. The customers' behavior (in particular, the customers' patience) is modeled, and the service performance for different service scenarios is analyzed. It is shown that in case of the threshold-activated service scenario, it is possible to optimize the service performance by using the statistics of the service requests and customer patience. >

How word of mouth communication varies across service encounters

Abstract: Purpose – Word‐of‐mouth (WOM) communication, satisfaction and service quality are inextricably linked However, despite much research, the shape of the satisfaction‐WOM relationship is not known At present, three relationships are supported This paper aims to develop and test a model of how the satisfaction‐WOM relationship varies depending on the type of service encounter, thus reconciling past conflicting findingsDesign/methodology/approach – A number of service quality indicators are manipulated and a fully factorial 2×3 experiment is conducted to test the hypotheses on 281 respondentsFindings – All four hypotheses are supported; in certain types of service encounters high levels of satisfaction lead to greater WOM activity than low levels of satisfaction (positivity bias) and this relationship is reversed in a second type of service encounter (negativity bias)Research limitations/implications – This research shows that relationships between constructs are highly context dependent and can change d

Web Single Sign-On Authentication using SAML

Abstract: Companies have increasingly turned to application service providers (ASPs) or Software as a Service (SaaS) vendors to offer specialized web-based services that will cut costs and provide specific and focused applications to users. The complexity of designing, installing, configuring, deploying, and supporting the system with internal resources can be eliminated with this type of methodology, providing great benefit to organizations. However, these models can present an authentication problem for corporations with a large number of external service providers. This paper describes the implementation of Security Assertion Markup Language (SAML) and its capabilities to provide secure single sign-on (SSO) solutions for externally hosted applications.