Abstract: The purpose of this study is to examine the possible
link between employee and customer satisfaction. The service
provided by employees, help to build a good relationship with
customers and can help at increasing their loyalty. Published data for
job satisfaction and indicators of customer services of banks were
gathered from relevant published works which included data from
five different countries. The scores of customers and employees
satisfaction of the different published works were transformed and
normalized to the scale of 1 to 100. The data were analyzed and a
regression analysis of the two parameters was used to describe the
link between employee’s satisfaction and customer’s satisfaction.
Assuming that employee satisfaction has a significant influence on
customer’s service and the resulting customer satisfaction, the
reviewed data indicate that employee’s satisfaction contributes
significantly on the level of customer satisfaction in the Banking
sector. There was a significant correlation between the two
parameters (Pearson correlation R2=0.52 P
Abstract: In this article, we have elaborated a study over the
nature of financial intermediation in Islamic banks by comparison to
those of conventional ones. We have found a striking difference
between two kinds of intermediation. We tried, from another side, to
study the relationship between the capital level and deficiency risk
relying on econometric model, and we have obtained a positive and
significant relation between the capital and the deficiency risk for the
conventional banks. This means that when the capital of these banks
increases, the deficiency risk increases as well. In return, since the
Islamic banks are constrained to respect the Sharia Committee as well
as customers’ demands that may, in certain contracts, choose to
invest their capitals in projects they are interested in. These
constraints have as effects to reduce the deficiency risk even when
the capital increases.
Abstract: Environmental management implementation is
presently one of the ways of organization success and value
improvement. Increasing an organization motivation to
environmental measures introduction is caused primarily by the rising
pressure of the society that generates various incentives to endeavor
for the environmental performance improvement.
The aim of the paper is to identify and characterize the key
incentives and expectations leading organizations to the
environmental management implementation. The author focuses on
five businesses of different size and field, operating in the Czech
Republic. The qualitative approach and grounded theory procedure
are used in research.
The results point out that the significant incentives for
environmental management implementation represent primarily
demands of customers, the opportunity to declare the environmental
commitment and image improvement. The researched enterprises less
commonly expect the economical contribution, competitive
advantage increase or export rate improvement. The results show that
marketing contributions are primarily expected from the
environmental management implementation.
Abstract: Communicating and managing customers’
requirements in software development projects play a vital role in the
software development process. While it is difficult to do so locally, it
is even more difficult to communicate these requirements over
distributed boundaries and to convey them to multiple distribution
customers. This paper discusses the communication of multiple
distribution customers’ requirements in the context of customised
software products. The main purpose is to understand the challenges
of communicating and managing customisation requirements across
distributed boundaries. We propose a model for Communicating
Customisation Requirements of Multi-Clients in a Distributed
Domain (CCRD). Thereafter, we evaluate that model by presenting
the findings of a case study conducted with a company with
customisation projects for 18 distributed customers. Then, we
compare the outputs of the real case process and the outputs of the
CCRD model using simulation methods. Our conjecture is that the
CCRD model can reduce the challenge of communication
requirements over distributed organisational boundaries, and the
delay in decision making and in the entire customisation process
time.
Abstract: Due to the importance of ports to trade and economic
development of the regions in which they are inserted, in recent
decades the number of studies devoted to this subject has increased.
Part of these studies considers the ports as business agglomerations
and focuses on port governance. This is an important approach since
the port performance is the result of activities performed by actors
belonging to the port-logistics chain, which need to be properly
coordinated. This coordination takes place through a port governance
model. Given this context, this study aims to analyze the governance
model of the port of Santos from the perspective of port customers.
To do this, a closed-ended questionnaire based on a conceptual model
that considers the key dimensions associated with port governance
was applied to the international freight forwarders that operate in the
port. The results show the applicability of the considered model and
highlight improvement opportunities to be implemented at the port of
Santos.
Abstract: Adapting quickly to environmental dynamism is
essential for an organization to develop outsourcing strategic and
management in order to sustain competitive advantage. This research
used the Partial Least Squares Structural Equation Modeling (PLSSEM)
tool to investigate the factors of environmental dynamism
impact on the strategic outsourcing success among electrical and
electronic manufacturing industries in outsourcing management.
Statistical results confirm that the inclusion of customer demand,
technological change, and competition level as a new combination
concept of environmental dynamism, has positive effects on
outsourcing success. Additionally, this research demonstrates the
acceptability of PLS-SEM as a statistical analysis to furnish a better
understanding of environmental dynamism in outsourcing
management in Malaysia. A practical finding contributes to
academics and practitioners in the field of outsourcing management.
Abstract: E-service quality plays a significant role to achieve
success or failure in any organization, offering services online. It will
increase the competition among the organizations, to attract the
customers on the basis of the quality of service provided by the
organization. Better e-service quality will enhance the relationship
with customers and their satisfaction. So the measurement of eservice
quality is very important but it is a complex process due to
the complex nature of services. Literature predicts that there is a lack
of universal definition of e-service quality. The e-service quality
measures in banking have great importance in achieving high
customer base. This paper proposes a conceptual model for
measuring e-service quality in Indian Banking Industry. Nine
dimensions reliability, ease of use, personalization, security and trust,
website aesthetic, responsiveness, contact and fulfillment had been
identified. The results of this paper may help to develop a proper
scale to measure the e-service quality in Indian Banking Industry,
which may assist to maintain and improve the performance and
effectiveness of e-service quality to retain customers.
Abstract: In today’s highly competitive, dynamic and
technology driven business circumstances, marketers are under
steady pressure to deliver the best. Organizations are continuously
improving and upgrading themselves to meet customer expectations
and demands. Technology has not only changed the way in which
business is done in modern times but has also transformed the way to
reach out to target audience. Marketers have identified most recent
media options to communicate and convince potential customers.
Numerous scholars have studied the research domain of advertising
and have tried to recognize different measures of advertisement
effectiveness in context of various media. The objective of this paper
is to critically review accessible literature on advertisement
effectiveness in context of varied advertising media, recognize major
gaps in the literature and identify future research prospects on the
basis of critical analysis of literature.
Abstract: The use of mobile phones is growing tremendously all
over the world. In Tanzania there are a number of operators licensed
by Tanzania Communications Regulatory Authority (TCRA) aiming
at attracting customers into their networks. So far
telecommunications market competition has been very stiff. Various
measures are being taken by mobile operators to survive in the
market. Such measure include introducing of different air time
bundles on daily, weekly and monthly at lower tariffs. Other
measures include the introduction of normal tariff, tourist package
and one network. Despite of all these strategies, there is a dynamic
competition in the market which needs to be explored. Some
influences which attract customers to choose a certain mobile
operator are of particular interest. This paper is investigating if the
network effects and Quality of Services (QoS) influence mobile
customers in selection of their mobile network operators. Seventy
seven students from high learning institutions in Dodoma
Municipality in Tanzania participated in responding to prepared
questionnaires. The data was analyzed using Statistical Package for
Social Science (SPSS) Software. The results indicate that, network
coverage does influence customers in selection of mobile operators.
In addition, this paper proposes further research in some areas
especially where the study came up with different findings from what
the theory has in place.
Abstract: In a highly competitive environment, it becomes more
important to shorten the whole business process while delivering or
even enhancing the business value to the customers and suppliers.
Although the workflow management systems receive much attention
for its capacity to practically support the business process enactment,
the effective workflow modeling method remain still challenging and
the high degree of process complexity makes it more difficult to gain
the short lead time. This paper presents a workflow structuring method
in a holistic way that can reduce the process complexity using
activity-needs and formal concept analysis, which eventually enhances
the key performance such as quality, delivery, and cost in business
process.
Abstract: The effective development of a geoscience education
and training program takes account of the rapidly changing
environment in the geoscience market, includes information about
resource-rich countries which have international education demands.
In this paper, we introduce the geoscience program run by the
International School for Geoscience Resources at the Korea Institute
of Geoscience and Mineral Resources (IS-Geo of KIGAM), and show
its remarkable performance. To further effective geoscience program
planning and operation, we present recommendations for strategic
management for customer-oriented operation with a more favorable
program format and advanced training aids. Above all, the IS-Geo of
KIGAM should continue improve through ‘plan-do-see-feedback’
activities based on the recommendations.
Abstract: Self-service technologies (SSTs) make an important
contribution to the daily life of people nowadays. However, the
introduction of SST does not lead to its usage. Thereby, this paper
was an attempt on discovery of the most preferred SST in the
customers’ point of view. To fulfill this aim, the Analytical Hierarchy
Process (AHP) was applied based on Saaty’s questionnaire which
was administered to the customers of e-banking services located in
Golestan providence, northern Iran. This study used qualitative
factors in association with the intention of consumers’ usage of SSTs
to rank three SSTs: ATM, mobile banking and internet banking. The
results showed that mobile banking get the highest weight in
consumers’ point of view. This research can be useful both for
managers and service providers and also for customers who intend to
use e-banking.
Abstract: This paper is drawn from a wider study of the
management of gender, age and disability diversity in the banking
sector in the Kingdom of Saudi Arabia (KSA), which aims to develop
a framework for diversity management (DM) in this sector. The
paper focuses on the management of disability diversity. The purpose
of the paper is to assist in understanding disability DM in the banking
sector in KSA and to make suggestions for its enhancement. Hence, it
contributes to filling a research gap, as there is a dearth of literature
on disability DM, in KSA in general, and in the banking sector
specifically.
Discrimination against people with disabilities is a social issue that
has not been entirely overcome in any society. However, in KSA,
Islam informs almost every aspect of daily life including work, and
Islam is against discrimination. Hence, in KSA, there are regulations
to accommodate people with disabilities; however, employers are still
free not to hire job applicants with disabilities specifically because of
their condition. Indeed, disabled people are almost entirely absent
from the labour market.
There are 12 Saudi-owned or part-Saudi-owned banks in KSA and
two managers from each of these were interviewed, making a total of
24. The interviews aimed to investigate empirically the understanding
of managers in the banking sector in KSA of diversity management,
including disability DM, in the banking sector. The interview data
were analysed using thematic analysis. Two interviewees stated that
banks used the employment of people with disabilities to enhance
their corporate image, while five expressed the opinion that disabled
employees could contribute to the bank provided they did not have to
deal with customers face-to-face. Nine of the interviewees perceived
that disabled employees could be of value to the bank for their own
sake, not only in ‘behind the scenes’ roles. Another two interviewees
mentioned that employing disabled people could be part of the bank’s
community service programme and one thought it would be part of
the bank’s Saudisation efforts. The remaining five interviewees did
not know how disabled people could contribute to the bank.
The findings show that disability DM in the banking sector in
KSA is a relatively new concept, and is not yet well understood. In
the light of the findings, in order to achieve the purpose of the paper,
the following suggestions were made for the enhancement of
disability DM in the banking sector in KSA. A change in attitudes
towards disabled people is necessary. Such a change in the workplace
can only be achieved if a top-down approach is taken to the
integration of disabled people. Hence, it is suggested that
management and employees follow a course in disability awareness.
Further, a diversity officer in the HR department could enhance the
integration of disabled people into the banking workforce. It is also
suggested that greater government support is required through closely
monitored and enforced anti-discrimination legislation. Moreover,
flexible working arrangements such as part-time work would
facilitate the employment of disabled people and benefit other groups
of employees.
Abstract: It’s an era of high competition, dynamism and
complexities which have forced organizations to change dramatically
due to rising customer expectations. Marketers are under constant
pressure to deliver finest to their customers. With the advent of
technology, marketers have identified latest advertising media
options to reach out to target audience. But the conventional ways of
print advertisements still holds a deeper penetration and coverage.
Various researchers and practitioners have studied the area of print
media advertising and have tried to identify and implement
advertisement effectiveness enablers. The purpose of this paper is to
suggest select enablers for print media in Indian context using an
integrated approach of review of literature and investigative
interviews with academicians and experts from the area of
advertising.
Abstract: Cloud service brokering is a new service paradigm that
provides interoperability and portability of application across multiple
Cloud providers. In this paper, we designed Cloud service brokerage
system, anyBroker, supporting integrated service provisioning and
SLA based service lifecycle management. For the system design, we
introduce the system concept and whole architecture, details of main
components and use cases of primary operations in the system. These
features ease the Cloud service provider and customer’s concern and
support new Cloud service open market to increase Cloud service
profit and prompt Cloud service echo system in Cloud computing
related area.
Abstract: Natural gas, as one of the most important sources of
energy for many of the industrial and domestic users all over the
world, has a complex, huge supply chain which is in need of heavy
investments in all the phases of exploration, extraction, production,
transportation, storage and distribution. The main purpose of supply
chain is to meet customers’ need efficiently and with minimum cost.
In this study, with the aim of minimizing economic costs, different
levels of natural gas supply chain in the form of a multi-echelon,
multi-period fuzzy linear programming have been modeled. In this
model, different constraints including constraints on demand
satisfaction, capacity, input/output balance and presence/absence of a
path have been defined. The obtained results suggest efficiency of the
recommended model in optimal allocation and reduction of supply
chain costs.
Abstract: The organizations of European and Czech critical
infrastructure have specific position, mission, characteristics and
behaviour in European Union and Czech state/business environments,
regarding specific requirements for regional and global security
environments. They must respect policy of national security and
global rules, requirements and standards in all their inherent and
outer processes of supply - customer chains and networks. A
controlling is generalized capability to have control over situational
policy. This paper aims and purposes are to introduce the controlling
as quite new necessary process attribute providing for critical
infrastructure is environment the capability and profit to achieve its
commitment regarding to the effectiveness of the quality
management system in meeting customer/ user requirements and also
the continual improvement of critical infrastructure organization’s
processes overall performance and efficiency, as well as its societal
security via continual planning improvement via DYVELOP
modelling.
Abstract: The purpose of this research was to identify factors
that influenced the success of e-commerce implementation within
SMEs businesses. In order to achieve the objectives of this research,
the researcher collected data from random firms in Thailand, both the
users and those who are not using the e-commerce. The data was
comprised of the results of 310 questionnaires, as well as 10
interviews with owner/managers of businesses who are currently
using e-commerce successfully. The data were analyzed by using
descriptive statistics, which included frequency, percentages, mean,
and the standard deviation of pertinent factors. Independent t-test and
one-way ANOVA test were also used. The findings of this research
revealed that 50% of all the firms surveyed had e-commerce website,
whereas, over 20% of all firms surveyed had developing an ecommerce
strategy. The result findings also indicate that
organizational factors, technological factors and environment factors
as significant factors effecting success of e-commerce
implementation in SMEs. From the hypotheses testing, the findings
revealed that the different level of support use ecommerce by
owner/manager had different success in e-commerce implementation.
Moreover, the difference in e-commerce management approach
affected the success in terms of higher total sales for the business or
higher number of retained or returning customers.
Abstract: The success of any retail business is predisposed by its
swift response and its knack in understanding the constraints and the
requirements of customers. In this paper a conceptual design model
of an automated customer-friendly supermarket has been proposed.
In this model a 10-sided, space benefited, regular polygon shaped
gravity shelves have been designed for goods storage and effective
customer-specific algorithms have been built-in for quick automatic
delivery of the randomly listed goods. The algorithm is developed
with two main objectives, viz., delivery time and priority. For
meeting these objectives the randomly listed items are reorganized
according to the critical-path of the robotic arm specific to the
identified shop and its layout and the items are categorized according
to the demand, shape, size, similarity and nature of the product for an
efficient pick-up, packing and delivery process. We conjectured that
the proposed automated supermarket model reduces business
operating costs with much customer satisfaction warranting a winwin
situation.
Abstract: No matter how much perfect we become in our
practical skills regarding the implementation of learned ideas, the
need of technical writing capability cannot be neglected being a
professional. Technical writing is a way of communicating the ideas
in written which otherwise need to be presented orally. Technical
writing skills have always been the need of the time, as they are
required for internal as well as external official communication in
both formal and informal manner. Moreover, they are the best way to
capture the attention of your customers by presenting information in
effective manner. This paper aims to analyze the importance of
technical writing skills in professional industries of Pakistan by
conducting a survey. Survey results presented in this paper clearly
depicts the importance of formal and informal written communication
media used in different professional industries in Pakistan. Analysis
and discussion of the extent to which the alternative ways of
communication besides technical writing have got importance in
Pakistan is also an important aspect of this survey.