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    Application of internet technologies to customer support services: a thesis presented in partial fulfilment of the requirements for the Master of Technology at Massey University
    (Massey University, 1999) Ramsay, Nigel James
    The topic of this thesis was first proposed by the management of IBM New Zealand. One of the major products of IBM in New Zealand is called the Integrated Customer Management System, or ICMS. This is a software package that is sold to telecommunications companies worldwide. The ICMS product is currently undergoing a major upgrade which would see it converted from an RPG based application that is based on AS/400 type computers, to a C++ based application that would run on RS/6000 type computers (server) and Intel x86 computers (client). What was proposed was a course of research that would study how Internet based technologies could be applied in the future use of this newly upgraded product.
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    The factors that influence the adoption or non-adoption of information and communications technologies (ICTs) by recently-arrived immigrants in the Wellington Region : a thesis presented in partial fulfilment of the requirements for the degree of Master of Business Information at Massey University
    (Massey University, 2005) Kabbar, Eltahir Fadul
    The purpose of this qualitative study was to better understand recent immigrants' perceptions of ICTs, what causes them to adopt or not adopt ICTs, and the factors that influence such action. A self-selected, volunteer sample of 32 recent immigrants living in 15 households, between the ages of 12 - 65 and who came from developing countries that include Africa (5), the Middle East (4), Central Asia (3) and South East Asia (2) participated in the research. The Refugee and Migrants' Service (RMS), Wellington branch, and ethnic community leaders supported the study and introduced the researcher to potential participants. Two rounds of semi-structured, in-depth audio-taped interviews were held in the immigrants' own homes. The aim of the first round of interviews was to establish trust with the volunteers. The second round of interviews occurred six weeks later. The follow-up interviews provided an opportunity for both the researcher and the participants to validate the transcribed interviews as well as allowing further discussion on their ICT adoption. The majority of participants interviewed had a positive attitude towards ICTs. They viewed the technology as a useful tool because they saw relative- advantage benefits such as accomplishing tasks more easily, saving money on communication and finding employment. A priority on home access was evident for nearly half the interviewees who owned their computers (despite participants being low-waged and some unemployed). The major method of adoption for the immigrants who were new to computing was via friends and family. The personal one-to-one teaching, in a safe, relaxed environment was important to many migrants, as was the timeliness of the teaching. Overall, the results show that young, male participants with a relatively higher educational background were more likely to be adopters. In contrast, older female participants with little or no education were less likely to participate in ICTs. The results also show that the majority of the participants lacked computing experience. This study was exploratory in nature, therefore there is opportunity for researchers interested in understanding ICTs adoption to build on these research findings and explore in greater detail a range of factors that influence recent immigrants' adoption or non adoption of ICTs. The findings have important implication for policy makers and practitioners who wish to create an inclusive society where all members, including recent immigrants, are able to access and use ICTs and hence be able to fully participate in the information society. Recommendations, based on the study's findings, include suggestions to promote ICTs among recently-arrived immigrants community.
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    Toward competition in New Zealand telephony : for the degree of Master of Arts in Economics at Massey University
    (Massey University, 1995) Roddick, Anjanette Sarah
    Dramatic changes have occurred in the telecommunications sectors of most industrialised countries over the past decade. So too have their regulatory and government policy environments in the worldwide trend towards deregulation and open competition. The New Zealand market is now claimed to be the most deregulated, open, and competitive in the world with all government-imposed barriers having been removed. An economist's Utopian vision for telecommunications would be a set of highly competitive markets, subjected to very minimal interference, to enable the full impacts of technological change or demand variation to be reflected in market adjustments. Ideally, telecommunications would be a dynamic and demand-responsive industry subject only to the restrictions of capital and consumer markets. Progress towards a fully competitive telecommunications industry was never anticipated to be simple. The effectiveness and appropriateness of New Zealand's general competition legislation, namely the Commerce Act 1986, has regularly been called into question. One is often reminded of the Commerce Commission’s gloomy conclusion in 1992 that reliance upon the Commerce Act "may be of some help - but of a protracted, expensive and uncertain kind, and with definite limitations on its scope" (Commerce Commission, para. 437, 1992). The battle towards open competition in New Zealand telecommunications has clearly been impeded by the application of 'light-handed' regulation with primary reliance on the country's general competition legislation. New Zealand's experiences provide valuable lessons for other countries, in particular, the danger of placing too heavy a reliance on the judicial system operating under the country's general competition legislation, as industry regulators. In New Zealand, competition has become something akin to an ideology - a complete faith that if a market is structured so as to involve multiple participants, competitive conduct will result to bring about superior, efficient performance. We can but hope, that as competition becomes more widespread in all telecommunications markets, its real benefits in terms of overall economic efficiency, will indeed accrue to all sectors within society.
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    Analysis and modelling quality of experience for web based services : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Network Engineering at Massey University, Palmerston North, New Zealand
    (Massey University, 2013) Nguyen, Le Thu
    Web technologies are advancing at a rapid pace and they provide users with better quality and advanced features for their web browsing experience. The research reported in this thesis is focused on the “Analysis and Modelling Quality of Experience for Web based services”. We present a reliable model for measuring and analysing QoE in Web Surfing scenarios based on network traces. We demonstrate that, by integration of further human perception factors involving content and state of mind (SOM) into the assessment, the overall model performance has been improved. The models enable users to feedback their opinion of their Web interactions by revealing the way in which they are interacting with the system rather than by explicitly providing their opinion via a subjective approach such as through a questionnaire. A comprehensive set of metrics was developed to evaluate the overall customer QoE. The results certainly help to get a better understanding on how web surfing is experienced by users. We have identified existing shortcomings in our knowledge for establishment of QoE and we have proceeded to discuss the current state-of-the-art in QoE modelling for Web based services. We have utilized orthogonal arrays using the Taguchi approach to construct our experiments in order to characterize the application, as well as establishing network performance metrics in our QoE assessment model to ease the experimental load and to reduce time and cost of conducting such experiments. We propose a further experiment with our proposed session control to reduce the boredom effects from users which may impact on their subjective assessments. We propose two further metrics that are related to content and SOM into our QoE assessment. The objective metric of content has been investigated and evaluated showing its effects on QoE. The subjective metric based on SOM has been captured subjectively by users’ feedback showing random change via customer browsing. We have also investigated the applicability of a mixed effects model in predicting QoE in World Wide Web based multi-media services. An analysis is presented of both objective factors and a human factor that may impact on the outcomes of observations. The third model is developed to account for these factors and other potential covariates to QoE assessment during the course of our experiments.