Cloud customer relationship management (CRM) ontology
Other Title(s)
مجموعة المفاهيم (انتولجي) في سحابة إدارة علاقة الزبائن
Dissertant
Thesis advisor
Comitee Members
al-Hunayti, Muhammad Fawzi
Nasir al-Din, Hibah H. O.
University
Middle East University
Faculty
Faculty of Information Technology
Department
Department of Computer Information Systems
University Country
Jordan
Degree
Master
Degree Date
2014
English Abstract
Cloud Computing has opened wide doors on many applications and services that are provided to the customers in order to reach their requirements.
These applications (such as Customer Relationship Management) and services are provided by different providers.
Those providers use different architectures for their Cloud systems which are considered not compatible.
On the other hand, the providers have many ways to describe their services which considered as a big challenge that may face the customers.
This thesis explores the possibility to automate an environment where the customers can find the appropriate services provider that meets their requirements.
Moreover, this thesis presents a well-detailed Ontology construction and refinement process in the domain of Cloud CRM.
The Cloud CRM ontology has two major aspects: characteristics of the business functions and characteristics for the cloud provider (e.g., networks, servers, applications, services, and location).
This thesis also presents a description and performance evaluation of a new model which uses semantic matching to suggest appropriate provider of Cloud CRM to customers based on their requirements.
The model consists of three main components: Online User Interface, Query Analyzer, and Cloud CRM ontology.
The model consults the Cloud CRM ontology to suggest the appropriate Cloud CRM providers.
The performance of the model is evaluated by comparing the results of our approach using Semantic Matching, and the results of traditional Keyword Matching with the Human Experts results to a sample of query scenarios.
The experiments were conducted in order to check the efficiency of the proposed system.
However, the results demonstrated that the model with Semantic Matching usage has a (88 %) success rate, and it enhanced the results by (30 %) than the traditional Keyword Matching.
Main Subjects
Information Technology and Computer Science
No. of Pages
118
Table of Contents
Table of contents.
Abstract.
Abstract in Arabic.
Chapter One : Introduction.
Chapter Two : Litreture review and related works.
Chapter Three : Constructing ontology.
Chapter Four : Cloud provider discovery system.
Chapter Five : Expermential results.
Chapter Six : Conclusion and recommendation for future work.
References.
American Psychological Association (APA)
al-Kubaysi, Samar Khalid. (2014). Cloud customer relationship management (CRM) ontology. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-694415
Modern Language Association (MLA)
al-Kubaysi, Samar Khalid. Cloud customer relationship management (CRM) ontology. (Master's theses Theses and Dissertations Master). Middle East University. (2014).
https://search.emarefa.net/detail/BIM-694415
American Medical Association (AMA)
al-Kubaysi, Samar Khalid. (2014). Cloud customer relationship management (CRM) ontology. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-694415
Language
English
Data Type
Arab Theses
Record ID
BIM-694415
