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Submit Paper / Call for Papers |
Journal receives papers in continuous flow and we will
consider articles from a wide range of Information Technology disciplines
encompassing the most basic research to the most innovative technologies. Please
submit your papers electronically to our submission system at
http://jatit.org/submit_paper.php in an MSWord, Pdf or compatible
format so that they may be evaluated for publication in the upcoming issue. This
journal uses a blinded review process; please remember to include all your
personal identifiable information in the manuscript before submitting it for
review, we will edit the necessary information at our side. Submissions to JATIT
should be full research / review papers (properly indicated in case of review papers). |
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Journal of
Theoretical and Applied Information Technology
June 2024 | Vol. 102 No.11 |
Title: |
DESIGN OF AN OPTIMIZED DEEP NETWORKS FOR FAKE QA INFORMATION PREDICTION SYSTEM |
Author: |
K. PUSHPA RANI, PELLAKURI VIDYULLATHA, Dr. K. SRINIVAS RAO |
Abstract: |
In recent years, the proliferation of fake information in Question-Answering
(QA) systems has posed significant challenges for maintaining the integrity and
trustworthiness of online platforms. To address this issue, we propose an
optimized deep learning framework for fake QA information prediction, leveraging
a novel combination of Squirrel Search Algorithm (SSA) and Extreme Gradient
Boosting (XGBoost). Our approach, termed SSA-XGB, integrates the exploration and
exploitation capabilities of SSA with the robust predictive power of XGBoost,
resulting in an efficient and effective mechanism for detecting fraudulent
content. The deep network architecture is meticulously designed to enhance
feature extraction and representation learning, enabling it to discern subtle
patterns indicative of fake information. Extensive experiments conducted on
benchmark datasets demonstrate that SSA-XGB outperforms traditional machine
learning and deep learning models with a recall of 96.7%, an F-measure of 96.6%,
a precision of 99.6%, and an accuracy of 96.6%, while maintaining a low error
rate of 4.0% and a computational time of 4.0 seconds. This innovative system
offers a promising solution for safeguarding the quality of information in QA
platforms, contributing to the broader effort of combating misinformation in
digital ecosystems. |
Keywords: |
Topic Modelling, Relevant Answer, Squirrel Optimization, Gibbs Sampling,
Features, QA System |
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Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
ENTERPRISE ARCHITECTURE FRAMEWORK IN THE GOVERNMENT SECTOR: A REVIEW |
Author: |
YOGA PRIHASTOMO, HARJANTO PRABOWO, AGUNG TRISETYARSO, HARYONO SOEPARNO |
Abstract: |
This study investigates the implementation landscape of enterprise architecture
(EA) frameworks within the government sector. Despite the growing recognition of
EA's importance, practical implementation in governmental bodies often needs
help with challenges such as legacy systems, bureaucratic inertia, and resource
constraints, leading to fragmented IT landscapes and inefficiencies. This study
utilizes a systematic literature review (SLR) investigating the implementation
landscape of EA frameworks within the government sector. Our analysis of diverse
case studies across countries reveals notable trends in EA adoption, with
Indonesia, Malaysia, and India emerging as leaders in implementation count. The
prevalence of popular frameworks like TOGAF, Zachman, and FEAF is noted,
alongside country-specific preferences such as Colombian GEAF, Namibian GEAF,
Finnish National EA, and South Africa GWEA. Importantly, we identify six
critical factors-Governance, Management, Resources, Socio-economic, Technology,
and Information-that are crucial for successfully adopting EA frameworks in
governmental contexts. This practical guide is designed to help policymakers and
practitioners overcome implementation challenges, thereby enhancing
organizational efficiency and governance. |
Keywords: |
Enterprise Architecture, EA Framework, e-Government, Systematic Literature
Review, Critical Factors |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
DETECTION OF CREDIT CARD FRAUD TRANSACTION USING HYBRID MACHINE LEARNING
ALGORITHMS |
Author: |
BHUKYA DHARMA, DR.D. LATHA |
Abstract: |
In developed countries, credit card transactions are now the main method of
payment, and their utility is growing quickly in developing. As a result, frauds
are becoming a more serious issue, resulting in financial losses and a decline
in customer trust. Firstly, the both real and fraudulent actors continually
change their conduct, and secondly, is that datasets are wildly biased. There
have been several suggestions for methods to handle the increasing number of
credit card fraud transactions. To effectively identify fraudulent transactions,
there has been use of machine learning techniques. This analysis explains the
way to detect credit card fraud using a hybrid machine learning algorithm. The
dataset utilized in September 2013 was the record of credit card transactions
done by European cardholders over a duration of two days. Random Forest (RF) and
Support Vector Machine (SVM) machine learning models are combined in hybrid
categorization. The results of the Hybrid Machine Learning model are based on
Accuracy, Sensitivity, Specificity, and Precision. Described model achieves
Accuracy as 98%, Sensitivity as 96%, Specificity as 97%, and Precision as 96%.
The outcomes from using the hybrid classification model have shown to be much
more successful than those from using separate classification methods |
Keywords: |
Hybrid Machine Learning, Credit Card (CC), Fraud transactions, SVM, RF,
Precision, Accuracy. |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
TRAILBLAZING TECHNIQUES: EXPLOITING THE POWER OF TREES AND SWISH ACTIVATION FOR
ENHANCED FEATURE RELEVANCE IN DEEP LEARNING |
Author: |
LEELAMBIKA KV, Dr. SHANMUGARATHINAM G |
Abstract: |
In recent years, the intersection of tree-based methods and advanced activation
functions has led to remarkable advancements in deep learning. This paper
presents novel trailblazing techniques that exploit the combined power of trees
and Swish activation to significantly enhance feature relevance in deep learning
models. By integrating feature importance derived from tree-based methods into
feedforward neural networks (FNNs) with Swish activation functions, the proposed
model, TreeFeatNet: Selective Feature Integration with FNNs, achieves superior
performance in feature selection and model generalization. The effectiveness of
the methodology was demonstrated through comprehensive experiments on diverse
datasets across various domains. The results reveal that the synergy between
tree-based feature importance and Swish activation facilitates the
identification and utilization of highly relevant features, leading to improved
model interpretability and predictive accuracy. Furthermore, the proposed
techniques offer insights into the deep learning models, shedding light on the
mechanisms underlying feature relevance and contributing to the advancement of
interpretability in deep learning research. Overall, the study highlights the
promising potential of integrating tree-based methods and Swish activation in
deep learning, paving the way for future advancements in feature selection and
model optimization. |
Keywords: |
Deep Learning, Tree-Based Methods, Swish Activation, Feature Importance, Neural
Networks, TreeFeatNet: Selective Feature Integration with FNNs |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
A NEW ALGORITHM FOR COMMUNITY DETECTION IN COMPLEX SOCIAL NETWORKS |
Author: |
HICHAM SADIKI, MEROUANE ERTEL, AZEDDINE SADQUI3, SAID AMALI |
Abstract: |
This article introduces a refined approach to identifying community structures
in complex social networks. With a focus on accuracy and efficiency, our
algorithm takes into account the complex nature of social networks by enhancing
traditional methodologies to accurately capture community patterns. Central to
our approach is the "community score," a pivotal metric gauging community
partition quality. We've tailored variation operators, including a new crossover
operator, to strengthen this foundation, improving both convergence and
precision. A notable innovation is the dynamic determination of community count.
Unlike fixed assumptions, our approach adapts the count based on network
structure, adeptly detecting communities of diverse sizes and shapes. Moreover,
we highlight border nodes' significance as community connectors. Weighted
interactions involving these nodes improve community transition detection,
refining partitions and spotlighting boundary-critical nodes. Through extensive
experiments on synthetic and real-world datasets, the superiority of our
algorithm over conventional methods becomes evident. Improved modularity and
precision metrics validate our approach's efficacy.
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Keywords: |
Genetic Algorithm, Community Detection, Social Network Analysis, Graph
Partitioning, Clustering, Complex Networks, Community Structure, Genetic
Operators. |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
THE ROLE OF VIRTUAL REALITY IN IMPROVING SOFTWARE TESTING METHODS AND TOOLS |
Author: |
IHOR HUNKO, OLEKSANDR MULIAREVYCH, RUSLAN TRISHCHUK, SERHII ZYBIN, ETAR HALACHEV |
Abstract: |
This report focused on the utilisation of VR in software testing methods and
tools, highlighting its impact on immersive test environments, three-dimensional
analysis, collaboration and remote testing, as well as automation and
optimisation. Testing sites are based on VR solutions that turn virtual reality
environment where testers can easily identify bugs and usability issues.
Three-dimensional representations offer a look at the multiple functions of
software and its interactive nature in virtual space; they also help in
improving accuracy and diagnosis of test results. As the collaboration and
remote testing can be carried out in VR suitable settings, it helps to overcome
space barriers, ensuring seamless communication and team work between testers
and developers. Compared with the traditional test processes, automation and
optimisation in VR-based testing systemise the workloads, save labour and
allocate the resources efficiently, therefore, improve the testing outcomes in
quality and quantity. The paper carried out the advantages and difficulties that
came with application of VR technology in software testing and later suggesting
methods that could be employed when adopting VR-based testing methods. It not
only shows different study areas where improvement of the software testing is
possible but also helps to develop these areas by inspiring creativity,
innovation and progress. Knowledge dissemination and conceptualisation
strategies were proposed in the paper, and calls for collaboration as the
approaches for bridging the knowledge gap and enabling a deeper appreciation of
the VR-powered software testing potential. In the end, the main goal of this
article was to provide stakeholders in software sphere with data about the ways
a virtual reality technology can help to retrain the process of testing
software, also to encourage organisations to find other ways for improving
quality and user experience. By strategically incorporating VR technology,
organisations can optimise their testing procedures to enhance the development
of high-quality software products, ultimately strengthening their position in
the rapidly evolving technological landscape. |
Keywords: |
Testing Software Programs, VR Technology, Debugging, VR Simulation, Manual
Testing. |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
ELEVATING PLASTIC LITTER SURVEILLANCE: DRONES AND DEEP LEARNING FOR EFFICIENT
DETECTION |
Author: |
MIMOUN YANDOUZI, MOUNIR GRARI, MOHAMMED BERRAHAL, AISSA KERKOUR ELMIAD, MOHAMMED
BADAOUI, ALAEEDDINE BARKAOUI, YASSINE ZARHLOULE |
Abstract: |
In our contemporary world, environmental issues and the ever-present threat of
plastic pollution endanger not only the health of our planet but also that of
its inhabitants, underscoring the urgency of action. The need to closely monitor
these destructive phenomena and develop effective detection systems is
imperative to preserve our fragile ecosystem. Fortunately, the emergence of
cutting-edge technologies has revolutionized our ability to monitor and detect
environmental threats with unprecedented precision. The combined use of drones
and artificial intelligence, particularly deep learning, yields promising
results, leveraging drones' unique capabilities to cover vast areas and the
power of deep learning to analyze collected data swiftly and accurately. Our
study focuses on optimizing the utilization of drones and object detection
algorithms through deep learning for effective detection and supervision of
plastic litter. We will explore the performance of two major families of object
detection models, namely single-pass and double-pass, using drone images
captured at varying heights. The overarching objective is to identify the
optimal performance-to-resource conditions, maximizing efficiency in our
detection and supervision endeavors. This research is crucial in addressing the
pressing environmental concerns posed by plastic pollution, offering innovative
solutions to mitigate its impact and safeguard the health of our planet for
future generations. |
Keywords: |
Plastic Litter, Object Detection, Deep Learning, Drones/UAV, Faster R-CNN, YOLO |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
HYBRID CASE RETRIEVAL USING FEATURE-VECTOR CASE REPRESENTATION IN A CBR
E-LEARNING SYSTEM |
Author: |
ABROUN SOUNDOUSS, GHAILANI MOHAMED, FENNAN ABDELHADI |
Abstract: |
The COVID-19 pandemic has spurred the rapid adoption of e-learning systems,
necessitating effective personalization strategies to cater to diverse learner
needs. However, existing e-learning platforms often face challenges in providing
tailored learning experiences. While existing Case-Based Reasoning (CBR)
approaches in e-learning hold promise for personalization, their effectiveness
hinges on robust case representation and retrieval methods. This paper addresses
these limitations by proposing a hybrid case retrieval approach using
feature-vector case representation for an Adaptive Intelligent Educational
Distributed Case-Based Reasoning (AIED-CBR) system to capture comprehensive
learner profiles This approach combines the strengths of rule-based and
K-Nearest Neighbors (KNN) techniques within a Multi-Agent System architecture to
enhance the efficiency and accuracy of case retrieval in personalized learning
path generation. We leverage ontologies for knowledge description, facilitating
efficient reasoning and knowledge sharing within the system. We present the
system's architecture, detailing the hybrid retrieval mechanism and its
integration with multi-agent collaboration, and the role of ontologies. This
hybrid approach addresses limitations of existing CBR-based e-learning systems,
offering the potential to create more effective and adaptable personalized
learning experiences. |
Keywords: |
Case-Based Reasoning (CBR), Adaptive E-learning systems (AES), Ontologies,
Multi-Agent System, K-Nearest Neighbors (KNN), Rule-based reasoning, Case
representation. |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
A METHOD TO MAKE THE ENCRYPTED COLOR IMAGE INCOMPREHENSIBLE AND USELESS |
Author: |
MOHAMMAD IBRAHIM AHMED AL-MAR, BELAL GHANEM MOHAMMAD AL-ATHAMNEH |
Abstract: |
The process of protecting a digital color image is an urgent necessity due to
the confidentiality of the image or the possibility of it containing high-level
data. In this research paper a new method of image cryptography will be
introduces, tested and implemented. The proposed method will based on selecting
a sequence of rotate left and exclusive operations. This sequence can be changed
from time to time to increase the security level of image cryptography. The
number of rotation digits can be changed; one or more private key can be used to
ensure the image protection process. Some parameters such as MSE, PSNR and
correlation coefficients will be calculated to show how this method will
increase the distortion degree of the encrypted images, the results will
compared with the XORing image cryptography to show the added damages to the
encrypted image, |
Keywords: |
Cryptography, MSE, PSNR, Correlation Coefficient, Rotate Left, XORing, PK,
Damage |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
REVOLUTIONIZING COTTON FARMING: CO-CNN INTEGRATION FOR DISEASE IDENTIFICATION
AND YIELD PREDICTION |
Author: |
S.GOVINDASAMY, D.JAYARAJ |
Abstract: |
In agriculture, accurate identification of cotton plant diseases and prediction
of yield are crucial for ensuring crop health and optimizing production. This
abstract explores the integration of Cassowary Optimization (CO) with
Convolutional Neural Networks (CNNs) to enhance cotton plant disease
identification and yield prediction. The CO-CNN framework demonstrates superior
performance in accurately classifying instances and capturing underlying
patterns in the data. By leveraging the dynamic optimization capabilities of CO,
the model effectively optimizes CNN parameters, leading to improved convergence
and performance. Results across various performance metrics, including
Classification Accuracy, F-Measure, Fowlkes-Mallows Index, and Matthews
Correlation Coefficient, showcase the efficacy of the CO-CNN model in addressing
the complexities of real-world classification tasks. This innovative approach
holds significant promise for empowering farmers and agronomists with advanced
tools for early disease detection, yield prediction, and informed
decision-making in crop management. |
Keywords: |
Cotton Plant Disease - Yield prediction – CNN – Cassowary Optimization – Disease
Identification. |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
A DETAILED CASE STUDY OF AN INTEGRATED REDUNDANT RELIABILITY MODEL USING THE
PARALLEL-SERIES CONFIGURATION |
Author: |
BHAVANI KAPU, SRIDHAR AKIRI, SRINIVASA RAO VELAMPUDI, PAVAN KUMAR SUBBARA,
RAMADEVI SURAPATI |
Abstract: |
The Integrated Redundant Reliability Model (IRRM) is a new approach to
reliability engineering that strengthens system dependability by using a
Parallel-Series Configuration. The efficiency of the system is higher than that
of a single-system factor with an equivalent configuration, but the performance
of each component within the parallel-series structure matters. The research
provides an Integrated Reliability Model (IRM) that considers impacts in each
phase, component efficiency, and current restrictions, specifically designed for
the parallel-series scenario. Thanks to redundant components arranged in
parallel inside subsystems, this architecture provides instantaneous backup for
a single-phase AC synchronous generator. The interconnected series structure
ensures operational continuity even in the event of a subsystem failure,
reducing vulnerabilities associated with both parallel and series setups. The
integrated approach's objective is to raise dependability levels; it is
particularly useful for critical systems. The model uses Lagrangean methods to
compute variable quantities, effectiveness, and phase dependability, and it
considers several elements to increase overall system efficiency. Changes made
to Newton-Raphson methodology and simulation techniques to ensure integer
outputs add to the realism of the values collected. This research provides
significant new understandings into how integrated redundancy strategies could
optimize system dependability and efficiency. |
Keywords: |
IRRR Model, Lagrangean Approach, Component Reliability, Newton-Raphson Approach,
System Reliability |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
FUZZY DEM-SAW: A NOVEL HYBRIDIZED MODEL OF FUZZY DEMATEL-SAW IN LECTURERS’
PERFORMANCE EVALUATION BASED ON TEACHING, RESEARCH, SERVICE AND
COMMERCIALIZATION (TRSC) CRITERIA FOR PROMOTION |
Author: |
PAUL AAZAGREYIR, JAMES AMI-NARH, DANIEL NII OKAIJAH WELBECK, WILLIAM LESLIE
BROWN-ACQUAYE, ABA QUAYSON, JOEL OKOE QUARCOO, BISMARK DZAHENE-QUARSHIE |
Abstract: |
This study introduces an innovative hybridized model, Fuzzy DEM-SAW, designed to
enhance the precision and efficacy of lecturers' performance evaluations for the
purpose of promotion. This novel approach integrates two distinct methodologies,
Fuzzy DEMATEL (Decision Making Trial and Evaluation Laboratory) and SAW (Simple
Additive Weighting), presenting a comprehensive framework for the evaluation of
lecturers based on the critical criteria of Teaching, Research, Service, and
Commercialization (TRSC). The study’s purpose is to rank lecturers for
promotion. The Fuzzy DEMATEL technique is employed to derive weights, serving as
a fundamental basis for subsequent ranking through the Fuzzy SAW process. The
proposed model is applied to a case study, revealing significant findings
pertaining to lecturers' performance evaluation. The outcomes disclose that
Benone secured the foremost position with an Si value of 0.7, followed by
Begu-Ellah at 0.583, and Bemane at 0.488. These results provide valuable
insights for decision-makers involved in the promotion evaluation process. This
research not only contributes to the advancement of hybridized fuzzy models but
also holds practical implications for optimizing the assessment of lecturers in
academic institutions, thereby contributing to the broader discourse on
performance evaluation methodologies in academia. |
Keywords: |
Fuzzy DEMATEL, Fuzzy SAW, Lecturers, Performance Evaluation, Artificial
Intelligence |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
FEATURES EXTRACTION USING GEOMETRY, STRUCTURAL, AND TEXTURE ANALYSIS FOR
COVID-19 CLASSIFICATION FROM COMPUTED TOMOGRAPHY IMAGES OF THE LUNGS |
Author: |
MOHAMMAD ALFRAHEED |
Abstract: |
Worldwide publishing of the COVID-19 has occurred. One of its impacts has been
demonstrated to be a lung infection in the patient. As the virus's virulence
increased, the infection's dissemination throughout the lung increased.
Utilizing computed tomography images (CT-Images), the severity of COVID-19 has
been analyzed and diagnosed. Studies have consequently employed CT-Images to
track patients' COVID-19 illness. The contribution here is to use CT-Images to
extract the features of the infection. The proposed method uses several filters
to eliminate shapes with insufficient grey intensity gradation before extracting
the relevant features. The unique aspect of the method lies in the fact that
different geometry, structural, and textural characteristics have been
retrieved. The variety can be explained by having the ability to characterize
the shapes of the infection utilizing those characteristics, in addition to
preserving the internal and external appearance of the infection. The CT-Images
have been classified using machine learning techniques, demonstrating the
efficacy of these extracted features. The classification accuracy has varied
between 99% and 100%, and many infection shapes have been identified in the
CT-images. By increasing the classification accuracy, the proposed method has
outperformed previous methods in terms of performance. |
Keywords: |
Computed Tomography Images, COVID-1, Feature Extraction, Classification, Machine
Learning Algorithm. |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
A HYBRID SARIMA-LSTM APPROACH FOR IMPROVED TIME SERIES PREDICTION OF AEROSOL
OPTICAL DEPTH ACROSS DELHI,INDIA |
Author: |
NAUMI KRISHNA K. PANICKER, J. VALARMATHI |
Abstract: |
Atmospheric aerosols are one of the indispensable particles in understanding
atmospheric dynamics and are essential for accurate environmental forecasting
and policy development. The literature on AOD time series forecasting usually
uses either statistical methods, which handle linear patterns but struggle with
non-linearities, or machine learning (ML) and deep learning (DL) methods, which
capture non-linearities but can be limited in accurately processing the linear
components present in the data. This study introduces a hybrid model that
combines statistical methods and ML techniques to effectively address both the
linear and non-linear components present in AOD time series data. The primary
goal of this work was to understand the potential of the hybrid SARIMA-LSTM
(seasonal autoregressive integrated moving average—long short-term memory) model
to enhance the forecasting capacity of AOD time series data. The proposed model
was compared to its baseline models, SARIMA and LSTM, by utilizing monthly data
from the Moderate Resolution Imaging Spectroradiometer (MODIS) satellite across
the Delhi region of India from 2001 to 2019. The performance of these models was
evaluated based on root mean square error (RMSE), coefficient of determination
(R2), and mean absolute percentage error (MAPE) during both training and testing
phases. The proposed model outperformed the baseline models in all three
metrics. The findings of this study advocate hybrid modeling as a promising tool
for improving the accuracy of time series prediction of AOD because it can
handle both linear and non-linear aspects present in the data. |
Keywords: |
SARIMA, LSTM, Hybrid, Time Series Prediction, Forecasting, AOD, MODIS |
Source: |
Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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Title: |
A DECISION SUPPORT MODEL TO IMPROVE COMPLAINT HANDLING IN E-COMMERCE TO ENHANCE
CUSTOMER TRUST |
Author: |
YEHIA HELMY1, MERNA ASHRAF, AND LAILA ABDELHAMID |
Abstract: |
In today highly competitive environment, e-commerce businesses confront numerous
challenges that threaten their sustainability. Trust is one of these challenges.
Customer trust is the key element that ensures customer loyalty. Therefore,
businesses striving to maintain a competitive advantage must make their customer
the focal point of all operations. Effective complaint handling is one of the
key elements for increasing customer trust. The complaint is an invaluable
resource for businesses to retain customer trust and loyalty. Given the need to
enhance the efficiency of addressing complaints from e-commerce customers, this
study aims to revamp the complaint-handling process. This study proposes a new
decision support model (E-CDSM) that integrates the automation concept. The
model employs a classification approach to classify complaints according to
their respective issues, clustering to group similar customers into batches,
genetic algorithms to generate a list of suitable solutions for each batch, and
a rule-based inference engine to produce instructions that aid staff in making
optimal decisions for each complaint. The implementation of the E-CDSM shows a
significant reduction in the processing time of complaints, with an increase in
the accuracy of solutions provided to customers and the instructions provided to
staff to make the best decisions. In turn, improved customer experience which
resulted in an enhancement in customer trust and customer loyalty that retains
business sustainability in the e-commerce market. |
Keywords: |
Customer Trust; Complaint Handling; Online Complaints; Text Classification;
Decision Support Systems, and Business Sustainability. |
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Journal of Theoretical and Applied Information Technology
15th June 2024 -- Vol. 102. No. 11-- 2024 |
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