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International Journal of Applied Systemic Studies (5 papers in press)
A QFD-TISM approach for Service Quality Improvement in Polytechnic Education Institutes: A case study by Pramod Kinker, Vikas Swarnakar, A.R. Singh, Rajeev Jain Abstract: Purpose- The study aims to present a framework to enhance the service quality of polytechnic education institutes (PEIs) enabling the policymakers to address the problems of low enrollment rate and unemployment of the students. Design/methodology/approach- A quality function deployment methodology (QFD) has been used to transform stakeholders expectations into service quality parameters. A total interpretive structural modeling (TISM) approach has been used to prepare a structured hierarchical inter relationship-based model. Findings- In the present study, a service quality improvement framework for PEIs has been proposed and different parameters to improve the service quality of PEIs have been prioritized. Research limitations/implications- A service quality improvement framework has been proposed for PEIs in the state of Madhya Pradesh, India. However, outcomes of the study may be used as directions to develop improvement criteria for service quality in engineering educational institutes. Practical implications- This article may facilitate polytechnic education managers, policymakers, and planners, to derive a strategic plan on service quality to attract the students for admissions in PEIs. Originality value- The proposed framework has been designed to meet the expectations of stakeholders of PEIs. The integration of the QFD-TISM approach has been used to convert such expectations into a structured hierarchical interrelationship of service quality criteria. Keywords: Service quality improvement framework; Stakeholder expectations; Quality function deployment (QFD); Total interpretive structural modeling (TISM); Polytechnic education institutes (PEIs).
Design and Control Systemic Methodology (DCSYM) ver.03 (DCSYM-3): Systemic Modeling with cybernetic aspects. by Rallis Antoniadis, Panagiotis Papaioannou, Nikitas Assimakopoulos Abstract: The socio-technical systems are now inherent in both the mainstream and the development cycle of any modern business and organization. The modeling of the underlying systems is essential for the correct decision making by managers. A key role for the stakeholders communication and the proper design of the model play the Design modeling methodologies and especially the Systemic ones. The purpose of the present study is to formulate and present a methodology that is proper for systems design incorporating systemic and cybernetic aspects. The proposed methodology is based on a graphical modeling notation and applies to sociotechnical systems, especially to the design and/or requirements elicitation phase of information systems. Our approach is based on the Design and Control Systemic Methodology (DCSYM) (Assimakopoulos and Theocharopoulos, 2009), which is enriched with new features in order to support the proposed functionalities. The proposed modeling approach extends the Design and Control Systemic Methodology (DCSYM) and opens new horizons in the Cybernetics sector. Keywords: Design and Control Systemic Methodology; DCSYM; socio-technical systems; Modeling; Viable System Model; VSM; graphical methodologies; System; Systemic Modeling; Cybernetic; DCSYM-3.
Self-calibration System for Pragmatic Failure in English-Chinese Translation based on Big Data by Zonghui He Abstract: Aiming at the problems of long time, high energy consumption and low accuracy of the current English-Chinese translation pragmatic self-calibration system, a design method of english-Chinese translation pragmatic self-calibration system based on big data is proposed.In the hardware part of the system, the framework of the pragmatic error self-calibration system is designed. The speech is converted into digital signals by the speech recognition module, and the recognized digital signals are translated into Chinese by the functions in the translation module.In the software part of the system, the sample risk minimization algorithm is adopted to keep the loss function in the sample minimum, and the calibration model is built according to the linear search and feature selection results.The experimental results show that the energy consumption coefficient of the designed system varies from 0 to 1.5. The average calibration accuracy is 95% and the calibration accuracy is high. Keywords: Big data; English-Chinese translation; Pragmatic failure; Calibration system.
MEASURING GAP IN EXPECTED AND PERCEIVED QUALITY OF ICT ENABLED CUSTOMER SERVICES: A SYSTEMATIC STUDY OF TOP TEN RETAILERS OF INDIA by Eliza Sharma, Subhankar Das Abstract: The objective of this research paper is to explore the gap between customer expectations and customer perceptions towards the quality of ICT enabled customer services in smart retailing contexts. Researchers have used empirical research design with a sample of 843 customers of top ten retail stores based in major metropolitan cities in India. Results of the study reveals a significant gap between customer expectation and customer perception towards quality of ICT enabled customer services, and a positive impact of quality of these services on overall customer satisfaction and further, on customer loyalty. Researchers have also developed a technology driven model for customer services in retail stores based on customers perceptions. Suggestions for reducing negative service quality gap in ICT enabled customer services provided by retailers have also been discussed. Study is limited to analysis of ICT enabled customer services in organized retail sector in urban Indian context. Keywords: ICT; Customer service; retail; expected service quality; perceived service quality; service quality gap; customer satisfaction; customer loyalty.
Special Issue on: 15HSSS Enhancing Systemic Business Intelligence
Exploring quality models applied to Small and Medium Enterprises (SMEs) by George Sainis, Athanasios Kriemadis, Ioanna Thomopoulou Abstract: Quality can be defined as the never-ending improvement of a firms extended process (Goh, 2000). Quality is initially introduced in a company through quality assurance (ISO). It involves the organizations gaining of a third partys approval for the quality system it implements.
People, continues improvement, processes and customers are the main elements used by TQM to establish a quality environment (Price and Chen, 1993). The idea to adopt a quality model (MBNQA, EFQM) may be a way to increase a companys value but there are also shortcomings with these models. They are expensive, not considering the real needs of an SME, because they were design for large companies and appeals mainly to those and not to an SME terminology. According to Dandekar et al., (2012) a quality model for an SME should be simple, systematic, easy to understand, outlined and providing a planning tool for its implementation. A model should be applicable to different industries, different cultures and different economic environments. What one should look from a model is to be capable of identifying the TQM components and how these are connected to each other to realize the successful implementation of TQM.
As being denoted by Saunders and Preston (2006) a series of models have been developed to examine the level of TQM application, but as they pointed out, all of them were more descriptive, meaning that they were not presenting the logical relationships that exist between each and every different component used in the models. The Joiners model (the triangle-1995) and the Jurans model (the trilogy-1989), the Oaklands overall framework for excellence model, the Demings innovative model, and the ISO 9001:2015 model as well as the Saunders and Preston S-P model are some of the models presented in this paper that have been considered as suitable for all different size of companies and in particular to SMEs.
The use of a quality model will give the structure that an ISO certified SME should accomplish. It will identify the spread of TQM applicability that is how wide TQM could be applied to different fractions and environmental factors that a company and an SME need to change. These changes will make them achieve a successful implementation of quality and TQM in particular.
Keywords: TQM; SMEs; CSF; ISO; Quality; Performance.