Topic
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.
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TL;DR: In this article, the authors present findings from an empirical study utilizing an online survey of 3PL customers to examine the influence of these two types of performance on 3PL service satisfaction and find that velocity performance is a more important driver of satisfaction when customers operate in industries characterized by high market turbulence.
50 citations
08 May 2007
TL;DR: This paper uses service expiration times obtained from pre-defined service level agreements to reduce the computational overhead of adaptation and formalizes the intuition that services whose parameters have not expired need not be considered for querying for revised information.
Abstract: Web processes must often operate in volatile environments where the quality of service parameters of the participating service providers change during the life time of the process. In order to remain optimal, the Web process must adapt to these changes. Adaptation requires knowledge about the parameter changes of each of the service providers and using this knowledge to determine whether the Web process should make a different more optimal decision. Previously, we defined a mechanism called the value of changed information which measures the impact of expected changes in the service parameters on the Web process, thereby offering a way to query and incorporate those changes that are useful and cost-efficient. However, computing the value of changed information incurs a substantial computational overhead. In this paper, we use service expiration times obtained from pre-defined service level agreements to reduce the computational overhead of adaptation. We formalize the intuition that services whose parameters have not expired need not be considered for querying for revised information. Using two realistic scenarios, we illustrate our approach and demonstrate the associated computational savings.
50 citations
TL;DR: Investigation of the quality of service and passenger's perception regarding many factors including comfort, convenience, safety, and cleanliness and recommendations that aim to maximize the use of bus service as public transportation in the city of Doha help to understand the shortcomings of the existing public bus service.
50 citations
15 Mar 2014
TL;DR: In this article, a hybrid model based on the previous works has been proposed to investigate service quality indexes in Internet Banking and six service quality dimensions namely reliability, efficiency, responsiveness, fulfillment, security/privacy, and website design have been established based on literature review.
Abstract: This paper presents a study to investigate service quality indexes in Internet Banking. This is an applied research study of descriptive-surveying kind .The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Iran .To study the relation between service quality and customer satisfaction, first a hybrid model based on the previous works has been proposed. Six service quality dimensions namely reliability, efficiency, responsiveness, fulfillment, security / privacy and website design have been established based on the literature review. The data were gathered through survey interview by a questionnaire that was designed on a 5-Point Likert scale .This study evaluated influence of service quality on customer satisfaction in Internet Banking .The study shows that the Six service quality dimensions has meaningful relationship with customer satisfaction in Internet Banking and reliability has most relation and website design has least relation to customer satisfaction.
50 citations
Patent•
31 May 2008
TL;DR: In this article, the authors present a system for real-time resource scheduling comprising a hosted line-of-business software application for service providers operating in various industry verticals; a central data center; an in-store web-based calendar for service provider employees; a web based web service provider customers; and a mobile customer scheduling interface.
Abstract: A system for real-time resource scheduling comprising a hosted line-of-business software application for service providers operating in various industry verticals; a central data center; an in-store web-based calendar for service provider employees; a web-based calendar for service provider customers; and a mobile customer scheduling interface; wherein the central data center comprises a data store that comprises a master database and a plurality of service provider chain databases; the master database contains metadata of all service provider chain databases housed in the data store; the master database contains user accounts for customers who make reservations with any of the service providers; each service provider has a service provider chain database that is specific to that service provider; each service provider creates and maintains all resource scheduling information for its own human and non-human resources; and no data is shared between service providers.
50 citations