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Applications of social media monitoring to improve customer satisfaction in the Canadian financial and healthcare service sectors
No full textIn the social media era, consumers express their thoughts and feelings about many products and services more openly and freely than before through online platforms and social media outlets. Social media monitoring provides capability for listening, tracking, and gathering relevant content across wide ranges of social media channels. This allows marketers to propose more suitable products and services, ameliorate customer service, and implement a unique and beneficial value proposition. This study aims to investigate how organizations within the Canadian healthcare and financial service industries can effectively glean, analyze, and utilize targeted information from social media platforms to improve customer satisfaction, and create and enhance their unique value proposition. Moreover, this research considers the impact of the pandemic on businesses’ responsiveness on social media outlets. This research project plans to fill the gap in the literature by focusing on qualitative and quantitative research methodologies, utilizing a questionnaire for selected companies and extracting and analyzing relevant data from X (formerly Twitter) in order to build enhanced value propositions, and to ameliorate competitive edge and customer satisfaction. This study aims to integrate various fields and their theoretical frameworks to achieve an insightful analysis of the applications of social media monitoring for businesses. This interdisciplinary study plans to expand existing disciplinary perspectives through the combination of different approaches from business studies and information systems to gain new insights into how companies utilize and monitor social media platforms in the social media age. The findings of this research study suggest that there is a connection between social media monitoring and customer satisfaction. Also, the results revealed that the pandemic impacted several companies’ response time on the X platform. In addition, it was determined that sentiment scores may impact on customer satisfaction. The results of this research can be beneficial for organizations to better understand the importance of social media monitoring and actively monitor their social media platforms to enhance customer engagement and satisfaction. Moreover, decision makers could employ the research outcomes to monitor categories and factors that are associated with negative comments on social media outlets, and take actions promptly to diminish possible negative consequences
Sales forecasting of motorcycle sales in the Peruvian market
Get PDFThis thesis addresses the challenge of accurately forecasting motorcycle sales in the Peruvian market by leveraging advanced machine-learning techniques. It focuses on enhancing sales prediction to improve decision-making and operational efficiency. The study compares three models: Seasonal Autoregressive Integrated Moving Average with Exogenous Variables (SARIMAX), Long Short-Term Memory (LSTM) networks, and Prophet. Utilizing a dataset from January 2017 to November 2023, various data preprocessing techniques, including data harmonization and feature engineering, were employed. Feature selection was conducted using correlation analysis, Random Forest, and Gradient Boosting algorithms. The SARIMAX model achieved a Mean Absolute Percentage Error (MAPE) of 8.06%, LSTM model recorded a MAPE of 9.24% and the Prophet model demonstrated a MAPE of 8.63%. These findings highlight the potential of machine learning models to enhance sales forecasting accuracy. The research contributes to better-informed decision-making, optimized inventory management, and improved operational efficiency in the Peruvian motorcycle market, offering valuable insights for future applications and research
Reimagining branch libraries: the role of community spaces through a mixed-use branch library typology in Valley East
No full textThis thesis questions the current language of the
branch library typology within low-density and
car-centric communities. There is currently less
accessibility (from peripheral districts) to public spaces
that are in the city centre. How we might create a space that
provides equitable access to knowledge and encourages
interaction with the whole community is the focus of this
thesis. The proposed design solution is that a rejuvenated
public library ‘ecosystem’ will embody these needs while
celebrating and honouring the local context and cultural
identity. The design of the new mixed-use branch library for
the community of Valley East in Greater Sudbury, Ontario
is prioritized within these scaled interventions. In an effort
to create communal public space that engages everyone,
the additions of a café, a hydroponic greenhouse, a seed
library, and curated outdoor spaces will come together
with the traditional public library program to create
opportunities for increased interaction and accessibility.Master of Architecture (M.Arch
Recovering from the extraction empire: Timmins, Ontario, Canada
No full textThe contemporary mining paradigm operates
as an extraction empire—this characterization due
to the industry’s control and power over its hosting
landscape. With Canada as the predominant
emperor, the process of arriving, extracting, and
demobilizing has come to define the country at home
and abroad. Furthermore, these extraction empires
often leave behind environmental and societal scars
in their wake. Nonetheless, in a world steadfastly
approaching an electric future, mineral extraction
is essential. Therefore, this thesis does not take the
stance of an ‘anti-mining’ effort; instead, it proposes
a more regenerative approach to mining as a whole,
involving the development of a framework that fosters
the regeneration of the landscape and its people. With
a town synonymous with mining, Timmins, Ontario,
emerges as an ideal location for implementing
this regenerative framework. This thesis outlines
a prospective vision for the historic Hollinger gold
mine, a site which operates in direct correlation with
the city both geographically and historically. This
vision, the Hollinger Ecohub Pavilion, showcases
how implementing a regenerative framework can aid
in recovering from the extraction empire. To ensure
meaningful and enduring regeneration plans truly
worth their weight in gold.Master of Architecture (M.Arch
Flexible building system in Northern Ontario: flexing for an uncertain future in Blind River
No full textThis thesis explores the concept of a new
flexible architectural system as a solution
to the challenges faced by northern
Ontario communities, specifically Blind
River. Traditional single-use buildings
lack adaptability, leading to excessive
demolitions or costly renovations when
programs change, resulting in the loss of
a cohesive architectural fabric. The region’s
historical context and economic struggles
are explored to understand the need for a
more sustainable and efficient construction
approach. Traditional building practices,
and various design theories including
adaptable architecture, modular design,
and design for disassembly, are considered
in the creation of a new flexible architectural
system. The proposed flexible system
prioritizes structure over finishing, utilizing
locally manufactured materials to create
a building that allows for programmatic
changes within a fixed facade. The system
aims to shape a flexible built environment in
northern Ontario, addressing demographic
fluctuation, cost of construction and waste.Master of Architecture (M.Arch
Motherhood journeys on and off the ice: a narrative analysis of digital media stories of professional hockey mothers
Get PDFFeminist scholars have problematized the media’s portrayal of elite athlete mothers for
downplaying athletic accomplishments in favor of highlighting motherhood statuses. The focus
of this thesis was how the intersectional identities of heterosexual and queer hockey playing
athletes as women and mothers are constructed and circulated in sport media. A focused case
study of high-profile North American ice hockey players (n=7) was used to examine the social
constructions of their identities. 101 stories were gathered, with 32 images accompanying stories.
Media stories were subjected to a thematic narrative analysis and theorized using relativist
narrative inquiry. The key findings are three narrative themes: be outstanding, a new generation,
and queer mothers: they’re just like us! Recommendations are made regarding re-framing stories
that uphold patriarchal ideals of motherhood, creating policies in sport that support athlete
mothers’ autonomy, and the continued research into athlete mother identity construction using an
intersectional lens.Master of Human Kinetics (MHK
Understanding alcohol use and recovery in professional hockey: a case study of NHL player Bobby Ryan's stories in media narratives
Get PDFThe objective of the research was to understand alcohol use and recovery meanings and the
implications for professional high-profile athlete’s mental health and lives, through a critical
exploration of mainstream digital news and sport media narratives. 84 media articles were collected
and analyzed about Bobby Ryan’s alcohol use and recovery stories. Ryan is a National Hockey
League (NHL) player whose stories received considerable contemporary media attention related to
alcohol use and recovery. A thematic narrative analysis was used to explore how the media
narratives surrounding Bobby Ryan's alcohol use and recovery shape hockey culture and alcohol
use in this sport. The following narrative themes were identified 1) Heroic struggles with alcohol
use and mental health, 2) Paradox between mental health and performance, and 3) Beyond the
surface of a hockey player/misunderstanding of mental health and alcohol use. The results
demonstrate that the mental health of athletes is not a priority for the NHL and that the possibility
of joining the player assistance program (NHLPA) reinforces the stigma of mental health in the
NHL. Ryan's alcohol use has been linked to his traumatic childhood and decline in performance.
The impact of the media (e.g., exposure) and the hegemonic masculinity present in hockey culture
may have delayed his request for help. The results of this research demonstrate the importance of
studying media to understand the impact of mental health and substance use stigma within the
NHL. Expanding the study of media representation of athletes who have experienced trauma and
made a spectacular comeback would be a relevant avenue of research to understand the impact of
trauma on sports performance. Media studies on mental health and substance use can be a way to
encourage athletes living through similar experiences to pursue rehabilitation.Master of Human Kinetics (MHK
Early risk prediction in acute aortic syndrome on clinical data using machine learning
No full textAdvancements in machine learning present novel opportunities for early prediction of Acute
Aortic Syndrome (AAS) as a critical and life-threatening clinical condition and the identification
of critical features influencing this prediction. This study concentrates on integrating, cleaning,
and handling missing data from extensive clinical datasets sourced from 150 emergency
departments across Canada and the USA. Covering medical histories of nearly 150,000 patients
from 2021 to 2022, the dataset comprises categorical clinical variables. Additionally, the research
focuses on constructing predictive machine learning models utilizing various data-splitting
strategies and classifiers to optimize AAS prediction. Methodologically, the study encompasses
data identification, acquisition, exploration, processing, and feature extraction, followed by
dimensionality reduction using Principal Component Analysis (PCA) and other feature selection
methods such as Correlation-based (CFS) and Relief. The multiple imputations method and the
SMOTE method are utilized for handling missing and imbalanced data, respectively. The findings
demonstrate that employing the Relief-feature method with an 80-10-10 split ratio alongside the
Random Forest classifier yields an exceptional accuracy of 99.3%, surpassing alternative models..
Furthermore, this research addresses a prevalent challenge encountered by many researchers
regarding dataset size limitations, thereby facilitating the utilization of the integrated and prepared
dataset for research on AAS and other cardiovascular diseases
Indigenous research methodology in action: the development of a functional assessment tool for dementia
No full textiii
Abstract
Dementia rates are rising significantly among Indigenous populations in Canada. The
criteria for dementia diagnosis include assessing cognitive impairment and its impact on
conducting everyday activities. Among everyday activities, the Instrumental Activities of
Daily Living (IADLs) decline in the early stage of dementia. It includes cognitively complex
activities such as grocery shopping, managing personal finances, cooking, laundry, etc. The
existing IADL assessment tools are mainly developed and validated for the English-
speaking White population and may be culturally inappropriate for use in an Indigenous
context. Thus, to address this, I aimed: (1) to identify methods and approaches used in
adapting and developing health assessment tools used for Indigenous populations across
Canada, USA, Australia and Aotearoa/New Zealand, and (2) to conduct preliminary
community-based research to inform the development of an Indigenous Functional
Assessment tool.
The first phase of the study consisted of a scoping review. Five databases and three
grey literature engines were searched from January 1st, 2000, to October 31st, 2021. An
Indigenous Wholistic Framework was used to map the evidence. The second phase of the
study was conducted in partnership with Maamwesying North Shore Community Health
Services. The two focus groups were conducted with Indigenous and non-Indigenous health
professionals assessing cognitive and functional decline in the Indigenous communities. The
aim was to understand their experiences and perspectives and explore domains for a
culturally relevant and appropriate functional assessment tool. A Community Advisory
iv
Group, including an Elder, was formed to guide the research process. Thematic analysis was
used to analyze the qualitative data.
The review identified the increasing use of Indigenous approaches in adapting and
developing health assessment tools. Most of the tools were adapted and developed using the
concepts of respect, relevance, responsibility, and reciprocity. The thematic analysis in the
second phase identified six themes and eleven sub-themes. These themes included
Indigenous understanding of dementia, late diagnosis and disease progression, challenges
faced by health professionals, barriers to accessing health services, approaches to potential
Functional Assessment tools and domains of a new tool.
The scoping review provided evidence of evolving standard approaches and methods
while adapting and developing health assessment tools in Indigenous contexts. Furthermore,
the community-based study was the first to understand the health professionals’ perspectives
regarding culturally appropriate functional assessment tools. It will lead a path for
Maamwesying to prepare for research and development of functional assessment tool
My live-In treatment experience working with vulnerable youth and their families
No full textThis final report presents findings and analysis from my practicum experience at a twenty-four-hour treatment home concerning identifying best practices informed by a literature review, implementing a family-centred and collaborative approach, and applying an anti-carceral framework. The literature review examines the existing literature on twenty-four-hour treatment homes to identify evidence-based practices and strategies for effective intervention. The practicum description outlines my roles and responsibilities in the setting of a treatment home; these responsibilities include the integration of family-centred and collaborative approaches to service delivery. An anti-carceral framework is applied, prioritizing alternatives to punitive approaches and how the application addresses systemic problems. Critical analysis and reflection of this practicum is applied to consider the challenges and opportunities encountered in an anti-carceral framework implementation within a treatment home setting. Further, the impacts of adopting a family-centred and collaborative approach to client outcomes and staff dynamics are explored. This paper contributes to the ever-continuing discussions of best practices in residential treatment settings, providing insights and recommendations for improving and sustaining services offered to vulnerable populations