scholarly journals Online Banking and Customer Service Delivery in Malaysia: Data Screening and Preliminary Findings

2014 ◽  
Vol 129 ◽  
pp. 562-570 ◽  
Author(s):  
Alhaji Abubakar Aliyu ◽  
Tasmin Rosmain ◽  
Josu Takala
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Online Banking ◽  
Data Screening

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

scholarly journals Maqāṣid al-Sharīʿah and the Online Banking System: Implications for Service Delivery

2018 ◽  
Author(s):  
International Journal of Fiqh and Usul al-Fiqh Studies
Keyword(s):  
Service Delivery ◽  
Banking System ◽  
Online Banking ◽  
Ease Of Use ◽  
Essential Services ◽  
Cost Implications ◽  
Financial Transactions ◽  
Ideal Practice ◽  
Financial Technology ◽  
The Ideal

One of the Sharīʿah’s requirements in conducting transactions is realising the Maqāṣid al-Sharīʿah. The Modern online banking system is very common to everyone, so it is considered as al-ʿUrf or al-ʿādah (common practice or custom) under the Sharīʿah. However, its practice is surrounded with security concerns, ease of use, and trust and cost implications that need observance of some Sharīʿah rulings. This qualitative analytic study uses the framework for the Maqāṣid al-Sharīʿah to explicate the ideal practice of online banking in service delivery to realize the Maqāṣid al-Sharīʿah. While Islam places more attention on the essential needs, online banking should as well be intended to provide essential services to customers and remove hardship in financial transactions. Banks should hence desist from causing any harm through the charging of hidden fees, causing more confusion to their clients, and even devising deceptive means that lead to the charging of ribā. Instead, banks should use online services to introduce means that promote the realization of the Maqāṣid al-Sharīʿah. This paper stresses the importance of financial technology in realising the Maqāṣid al-Sharīʿah.

scholarly journals The Factors Affecting the Adoption of Online Banking Services by Civil Servants in Cameroon

2020 ◽  
Vol 5 (7) ◽  
pp. 1452-1459
Author(s):  
Lith Enestine Tembon Ambit
Keyword(s):  
Customer Service ◽  
Descriptive Analysis ◽  
Internet Banking ◽  
Online Banking ◽  
Civil Servants ◽  
Banking Services ◽  
Factors Affecting ◽  
Insignificant Effect ◽  
Internet Fraud ◽  
Banking Service

Factors affecting the adoption of online banking services by civil servants in Cameroon was examined in this survey. Raw data were gotten through questionnaire which was distributed mostly among the civil servant in Douala of Cameroon. The analyses used in this survey were crosstabs test, descriptive analysis, factor analysis, correlation test, and regression test. The findings revealed that awareness factor has a positive and significant effect on online banking, security & trust assurance showed a negative and insignificant effect on online banking service, innovative factor displayed a negative and insignificant effect on online banking service, and customer service assurance revealed positive but has insignificant impact on online banking service. It was concluded that internet banking is difficult to understand and its time consuming among many of the users and internet fraud discourages the use of internet banking in Cameroon. Additionally, the dissemination of information through the internet is not mostly secure and efficient.

scholarly journals Can Lean Thinking enhance research administration?

2013 ◽  
Vol 3 (2) ◽  
pp. 61 ◽  
Author(s):  
Arja Halkoaho ◽  
Emmi Itkonen ◽  
Esko Vanninen ◽  
Jori Reijula
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Research Work ◽  
Scientific Research ◽  
University Hospital ◽  
Research Administration ◽  
Work Processes ◽  
Lean Thinking ◽  
Management Philosophy ◽  
Face To Face

Background: Hospital research administration is expected to provide improved work efficiency and service delivery in the upcoming years. Meanwhile, resources to support scientific research are dwindling, as is the amount of research support personnel. The aim of the study was to investigate the research admission’s user needs, their opinions on the state of today’s scientific research and also to assess its future development needs and find out whether a customer-oriented management philosophy such as Lean Thinking could be implemented in the research administration setting to enhance work processes and services. Methods: In this study, thematic interviews were used as a method. Kuopio University Hospital researchers (n = 7) and research administration personnel (n = 11) were interviewed. The interviews were carried out by one researcher and lasted on average approximately 60 minutes per interviewee. Results: The interviews revealed that several issues, such as bureaucracy, decreased attitudes towards research, lack of transparency and face-to-face customer service by the research administration, have hindered and complicated research work and service delivery. The study addressed a need for a comprehensive, linear, efficiency- and quality-oriented, user-focused management philosophy. Conclusions: The results of the study support implementation of a customer-oriented management philosophy into the research administration to improve its work processes and service delivery. Although Lean Thinking remains untested in the research administration setting, its fundamentals and strengths seem to answer many needs of the research administration.

scholarly journals Assessing the predictors of satisfaction with life of employees in Windhoek, Namibia

2019 ◽  
Vol 17 ◽  
Author(s):  
Imelda Rodriques ◽  
Wesley R. Pieters
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Police Officers ◽  
General Health ◽  
Satisfaction With Life ◽  
Psychological Capital ◽  
Negative Relationship ◽  
Research Approach ◽  
Employees Satisfaction ◽  
The Impact

Orientation: Service delivering organisations are required to deliver quality services. It is of utmost importance to improve employees’ satisfaction with life which is consistent with an organisation’s effectiveness and efficiency.Research purpose: This study investigated the impact of psychological capital (PsyCap) and general health on the satisfaction with life of employees of a parastatal and police officers in Windhoek, Namibia.Motivation for the study: Poor service delivery and little regard for customer service are a result of unhealthy and dissatisfied employees spiralling into poor service delivery and customer dissatisfaction.Research approach, design and method: A quantitative research approach (questionnaire) was used to collect data on the biographical details, PsyCap, general health and employees’ satisfaction with life. The sample consisted of (n = 129) employees from a parastatal and (n = 152) employees of the Namibian Police Force.Main findings: Psychological capital reported a positive relationship with satisfaction with life. General health reported a negative relationship with satisfaction with life. Hope and social dysfunction were found to be significant predictors of satisfaction with life.Practical and managerial implications: Offering praise and recognition to hardworking employees enhances their self-efficacy, making them want to take on more challenging tasks while getting the needed guidance. Implementing stress management or wellness programmes helps employees cope better with job demands and improves employees’ general health.Contribution or value-add: Based on the literature, this is the first study carried out in Namibia on this topic, and it adds to existing knowledge within the customer service industry and paves the way for future researchers. This study will assist organisations in developing interventions aimed at keeping employees satisfied with life.

scholarly journals Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre

2019 ◽  
Vol 11 (2(J)) ◽  
pp. 79-91
Author(s):  
Devina Oodith
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Simple Random Sampling ◽  
Customer Experience ◽  
Ease Of Use ◽  
Call Centre ◽  
Call Centres ◽  
Self Help ◽  
Public Sector Service ◽  
Sector Service

Customer call centres have become a critical form of service delivery for many organisations hence technological innovations serve as a critical point of contact between the organisation and its customers and can assist in raising the stakes in businesses in terms of customer service delivery (Burgess & Connell, 2004). According to the 2017 Global Customer Experience Benchmarking Report technology has been the number one enabler to positively enhance customer service experience in the last 5 years (Business Tech, 2017). Customers have become so empowered that they expect to have flexibility to contact a business however they choose; either via a telephone, email or Facebook. The key to ensuring satisfaction though is system’s efficiency and ease of use. This study was undertaken in EThekwini (Durban), South Africa and was directed within a Public Sector service environment comprising of four major call centres employing a total of 240 call centre agents. Using simple random sampling, 220 customers were drawn from all consumers subscribing to e-billing in EThekwini (Durban). Data for the customer sample was collected using a precoded, self-developed questionnaire whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results specify that in terms of customers’ perceptions of the influence of technology, on call centre effectiveness the majority of the customers found it challenging to use the technology and to understand the self-help options that were provided to them by the call centre. There were problems encountered with logging in customer queries and complaints and most customers were dissatisfied with their overall customer experience. Based on the results of the study recommendations have been made to manage the interactions between the customers and call centre’s more proficiently and powerfully.

scholarly journals Development of Customer Service Delivery System in Wholesale Trade

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Kholmamatov Diyor
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Delivery System ◽  
Service Delivery System ◽  
Wholesale Trade ◽  
The Republic

This article describes the relationships and functions of marketing, logistics, and trade in wholesale trade services provided to wholesale consumers. Hence, development of customer service delivery system in wholesale trade was analyzed in the Republic of Uzbekistan.

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