scholarly journals Innovation in banking: fusion of artificial intelligence and blockchain

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vedapradha R. ◽  
Hariharan Ravi
Keyword(s):  
Artificial Intelligence ◽  
Service Delivery ◽  
Employee Performance ◽  
Operating Cost ◽  
Investment Banks ◽  
Primary Data ◽  
Stepwise Multiple Regression ◽  
Cluster Sampling ◽  
Seamless Integration ◽  
Content Type

Purpose This study aims to analyze the importance of disruptive technological innovations on qualitative service delivery and their impact on the investment banks’ employee performance. Design/methodology/approach The cluster sampling method has been used to collect the primary data from the 250 respondents from foreign investment banks. Variables used are employee performance, service delivery, technology, security, operations, strategy and quality through chi-square, linear stepwise multiple regression analysis and correlation. Findings Storage network, operating cost, client reporting, cloud system and money laundering are the highest and most significant predictors of employee performance. Employee performance multiplies every unit with a strategic solution owing to positive and robust correlation (0.944). Fusion technology-based banks offer quality service to their clients. Originality/value A combination of artificial intelligence and blockchain ensures increasing automation to improve efficiency and reduce the operating cost creating a seamless integration in fraud detection, customer support, risk management, security, digitization and automation process, algorithmic trading, wealth management, etc.

Service quality of property managers of shopping complexes in Ibadan, Nigeria

2019 ◽  
Vol 37 (3) ◽  
pp. 310-326 ◽  
Author(s):  
Samson Oluseun Ojekalu ◽  
Olatoye Ojo ◽  
Timothy Tunde Oladokun ◽  
Sumoila Aremu Olabisi ◽  
Sunday Samuel Omoniyi
Keyword(s):  
Service Quality ◽  
Multiple Regression ◽  
Management Practice ◽  
Sampling Technique ◽  
Primary Data ◽  
Stepwise Multiple Regression ◽  
Systematic Sampling ◽  
Content Type ◽  
Five Axes

PurposeThe purpose of this paper is to assess the service quality (SQ) of property managers of shopping complexes in Ibadan with a view to improving management practice.Design/methodology/approachPrimary data were used for the study through questionnaire administration. Ibadan was stratified into five axes using existing major roads where shopping complexes were highly concentrated. From each axis, 33, 65, 48, 64 and 66 shopping complexes were identified (Oyo State Ministry of Land, Housing and Survey, 2017), and the systematic sampling technique (20 percent) was adopted to select 57 out of 276 shopping complexes and 192 (10 percent) out of 1919 occupiers of the shopping complexes in the study area. In total, 157 occupiers responded to the questionnaire, and the data were analyzed using mean ranking and stepwise multiple regression.FindingsThis study found that professionalism, tangible, assurance and empathy dimensions of SQ were rated fair, whereas reliability and responsiveness dimensions were rated poor. Also, stepwise multiple regression analysis predicted 78.5 percent overall SQ of property managers, and assurance, professionalism and empathy dimensions contributed significantly to the overall SQ. Hence, reliability and responsiveness dimensions of SQ need to be improved. It is expected that the findings of this study will help property managers to understand the role of various dimensions of SQ for enhanced property management practice.Originality/valueThe study is one of the few studies that assessed the SQ of property managers of shopping complex with a view to improving its management practice.

E-government and transformation of service delivery in developing countries

2016 ◽  
Vol 10 (3) ◽  
pp. 368-390 ◽  
Author(s):  
Noore Alam Siddiquee
Keyword(s):  
Developing Countries ◽  
Service Delivery ◽  
Lessons Learned ◽  
Political Support ◽  
Primary Data ◽  
Content Type ◽  
Secondary Sources ◽  
Intimate Knowledge ◽  
Secondary Information ◽  
High Level

Purpose Since 2009, e-government has been high on governmental agenda in Bangladesh. Seen as a vehicle for improving governance and service delivery, it is also presented as a key to fighting poverty and achieving the millennium development goals. Thus, the goals of e-government remain broad and ambitious. Can a developing country such as Bangladesh realize its e-government vision? The purpose of this paper is to explore this and other related questions seeking to draw lessons that the Bangladesh experience may offer. Design/methodology/approach The paper draws primarily on secondary information, complemented by primary data gathered from various sources. In addition to an extensive review of secondary sources, necessary information was derived from websites of relevant government departments/agencies and through interviews and conversations with selected government officials having intimate knowledge on e-government projects at the field and local levels. Findings The paper demonstrates the ways in which various e-initiatives have transformed traditional administrative systems and practices, notwithstanding the nation’s limited overall e-development. It also shows how e-innovations have helped tackle some complex challenges, thereby adding to convenience and benefits to service users. A major conclusion of the paper is that although e-government is yet to make a breakthrough in governance and service delivery, it has set the wheels of change in motion. Practical implications E-government must be seen as a long term project, it must attract high-level political support and it requires fruitful collaboration between the public, private and non-governmental actors. Originality/value This paper adds to the limited knowledge in the field. Lessons learned from the Bangladesh experience have much relevance to other developing countries with similar socioeconomic circumstances. The policymakers and practitioners are expected to benefit from the insights of the paper.

Enhancing the value co-creation process: artificial intelligence and mobile banking service platforms

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Elizabeth H. Manser Payne ◽  
James Peltier ◽  
Victor A. Barger
Keyword(s):  
Artificial Intelligence ◽  
Service Delivery ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Content Type ◽  
Creation Process ◽  
Age Cohorts ◽  
Value Propositions ◽  
Self Service ◽  
Self Service Technology

Purpose The purpose of this study is to investigate the relationships that influence the value co-creation process and lead to consumer comfort with artificial intelligence (AI) and mobile banking (AIMB) service platforms. Design/methodology/approach A conceptual model was developed to investigate the value-in-use perceptions of AI-based mobile banking applications via five antecedents: baseline perceptions of current bank service delivery; service delivery configuration benefits; general data security; safety perceptions of specific mobile banking services; and perceptions of AI service delivery. Data were collected from 218 respondents and analyzed using structural equation modeling. Findings This study highlights the role and importance of the sequential relationships that impact the assessment of AIMB. The findings suggest that service delivery and the customer’s role in value co-creation change as AI is introduced into a digital self-service technology channel. Furthermore, AIMB offers transaction-oriented (utilitarian) value propositions more so than relationship-oriented (hedonic) value propositions. Research limitations/implications The sample consisted on digital natives. Additional age cohorts are needed. Practical implications As financial institutions redirect their business models toward digital self-service technology channels, the need for customers to feel comfortable while interacting with an AI agent will be critical for enhancing the customer experience and firm performance. Originality/value The authors extend the service-dominant logic (SDL) literature by showing that value co-creation is a function of both firms’ technologies and consumers’ value-in-use, a finding that appears to be unique in the literature. The authors advance the digital transformation literature by evaluating AIMB as an interactive process that requires an understanding of key technology constructs, including perceptions of baseline service relationships, desired service configurations, security and safety issues and whether AI is useful for value co-creation. To the best of the authors’ knowledge, this is the first SDL framework that investigates interactive and structural relationships to explain value-in-use perceptions of AIMB.

Factors affecting employee performance of PT.Kiyokuni Indonesia

2017 ◽  
Vol 59 (4) ◽  
pp. 602-614 ◽  
Author(s):  
Suharno Pawirosumarto ◽  
Purwanto Katijan Sarjana ◽  
Muzaffar Muchtar
Keyword(s):  
Leadership Style ◽  
Significant Influence ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Research Work ◽  
Employee Motivation ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Content Type ◽  
Factors Affecting

PurposeThis study aims to examine, analyze and explain the influence of leadership style, motivation and discipline to employee performance simultaneously and partially at PT. Kiyokuni Indonesia. Design/methodology/approachThe primary data used in this study come from questionnaire on respondents’ motivation, discipline, leadership style and employee performance. From 451 people as the population, 82 respondents who met the criteria as a sample were chosen by using the Slovin formula. The analytical method used is multiple linear regression analysis using SPSS Version 22. FindingsThe results of this study indicate that there is a positive and significant influence simultaneously between leadership style, employee motivation and discipline on employee performance. The results also show that there is a positive and significant influence partially between leadership style, employee motivation and discipline on employee performance. Discipline is the variable of the most powerful influence on employee performance, so it needs special attention. Originality/valueThe respondents of this research work for a company which generates products through the work of hands (manual work) and aims to promote the products in the international market.

Attributions of service quality: immigrant customers’ perspective

2018 ◽  
Vol 32 (5) ◽  
pp. 559-569 ◽  
Author(s):  
Christina Sichtmann ◽  
Milena Micevski
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Social Identity Theory ◽  
Employee Performance ◽  
Content Type ◽  
Service Employee ◽  
Delivery Outcome ◽  
Turkish Immigrant ◽  
Performance Attributions ◽  
Failure Scenario

Purpose This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers’ satisfaction, as well as if this relationship is mediated by cultural or service employee performance attributions. In addition, the authors test whether attributions differ depending on the service delivery outcome (success vs failure). Design/methodology/approach The 2 (origin of service employee: Austria or Turkey) × 2 (service delivery outcome: success or failure) scenario-based experiment includes 120 Turkish immigrant customers in Austria. Findings Contrary to previous research, the results indicate that in an immigrant customer context, cultural (mis)match does not influence customer satisfaction. The service delivery outcome is a boundary condition. With a positive service delivery outcome, immigrant customers attribute the results to the cultural background of the employee if it is the same as their own, but they attribute success to employees’ performance if they belong to the immigration destination culture. For negative service delivery outcomes, neither cultural nor performance attributions arise. Originality/value This study is the first to focus specifically on immigrant customer behavior in a high-involvement service context. The results challenge the predictions of social identity theory and the similarity-attraction paradigm and highlight that the immigrant context is unique. In this context, attributions play a key role in determining customer satisfaction.

Journey of customers in this digital era: Understanding the role of artificial intelligence technologies in user engagement and conversion

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Surajit Bag ◽  
Gautam Srivastava ◽  
Md Mamoon Al Bashir ◽  
Sushma Kumari ◽  
Mihalis Giannakis ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
User Experience ◽  
Underlying Mechanism ◽  
Primary Data ◽  
User Engagement ◽  
Repurchase Intention ◽  
Content Type ◽  
Online Sales ◽  
The Individual

PurposeThe first research objective is to understand the role of digital [artificial intelligence (AI)] technologies on user engagement and conversion that has resulted in high online activities and increased online sales in current times in India. In addition, combined with changes such as social distancing and lockdown due to the COVID-19 pandemic, digital disruption has largely impacted the old ways of communication both at the individual and organizational levels, ultimately resulting in prominent social change. While interacting in the virtual world, this change is more noticeable. Therefore, the second research objective is to examine if a satisfying experience during online shopping leads to repurchase intention.Design/methodology/approachUsing primary data collected from consumers in a developing economy (India), we tested the theoretical model to further extend the theoretical debate in consumer research.FindingsThis study empirically tests and further establishes that deploying AI technologies have a positive relationship with user engagement and conversion. Further, conversion leads to satisfying user experience. Finally, the relationship between satisfying user experience and repurchase intention is also found to be significant.Originality/valueThe uniqueness of this study is that it tests few key relationships related to user engagement during this uncertain period (COVID-19 pandemic) and examines the underlying mechanism which leads to increase in online sales.

scholarly journals Comparing transformational and instrumental leadership

2019 ◽  
Vol 16 (2) ◽  
pp. 143-160 ◽  
Author(s):  
Cristiane Benedetti Chammas ◽  
José Mauro da Costa Hernandez
Keyword(s):  
Structural Equation ◽  
Employee Performance ◽  
Individual Performance ◽  
Primary Data ◽  
Equation Modeling ◽  
Theoretical Understanding ◽  
Content Type ◽  
Individual Type ◽  
The Individual ◽  
Leadership Types

Purpose The purpose of this study is to investigate the influence of transformational and instrumental leadership on the individual performance of the employee and the financial performance in Brazilian startups. Design/methodology/approach The adopted methodological construction strategy was structural equation modeling, with the purpose of applying the model to primary data collected from a sample of leaders of Brazilian startups (n = 126). Findings Results suggest that when leadership types are analyzed separately, both directly influence employee performance. Originality/value This study has four main contributions: to test the influence of the two leadership styles on employee performance and thus to help advance the theoretical understanding of leadership; to perform this test in the context of Brazilian startups; to equip professionals with more information about the effects of crucial leadership types on individual type of employee performance; and to expand knowledge for recruitment and managerial training in initial-stage companies.

Beware hospitality industry: the robots are coming

2018 ◽  
Vol 10 (6) ◽  
pp. 726-733 ◽  
Author(s):  
John Bowen ◽  
Cristian Morosan
Keyword(s):  
Artificial Intelligence ◽  
Service Delivery ◽  
Customer Service ◽  
Paradigm Shift ◽  
Design Methodology ◽  
Hospitality Industry ◽  
Service Orientation ◽  
Content Type ◽  
Service Delivery Systems ◽  
And Robotics

Purpose The purpose of this study is to provide an overview of how artificial intelligence (AI) and robotics can and will be utilized by the hospitality industry, providing a glimpse of what their use will look like in 2030. Design/methodology/approach The paper reviewed both academic and trade literature to provide an overview of how robots will affect the hospitality industry during the 2030s. Findings Experts predict that by 2030, robots will make up about 25 per cent of the “workforce” in the hospitality industry. The paper also explains the industry challenges the robots will solve, as well as other benefits they provide. One of the findings is that the adoption of robots by the industry will be a disruptive paradigm shift. It will create successful new hospitality companies while putting others out of business. Finally, this paper discusses how to keep the hospitality in hospitality businesses, when machines replace employees. Originality/value This paper is one of the first to discuss the disruption that robots will cause in the industry. One of the findings is service delivery systems will need to be redesigned to maximize the benefits of robots, while still maintaining the hospitality of a customer service orientation.

Budget harmonization and challenges: understanding the competence of professionals in the budget process for structural and policy reforms in public libraries

2020 ◽  
Vol 21 (2) ◽  
pp. 65-79 ◽  
Author(s):  
Muhammad Rafi ◽  
Khurshid Ahmad ◽  
Salman Bin Naeem ◽  
Zheng Jianming
Keyword(s):  
Public Libraries ◽  
Employee Performance ◽  
Public Library ◽  
Secondary Data ◽  
Primary Data ◽  
Budget Process ◽  
Content Type ◽  
The Past ◽  
The Government ◽  
Library Professionals

PurposeIn the past, the field of public libraries proved to be a neglected area of government in terms of allocating handsome budgets for adequate services and developing infrastructure. The aim of this research is (1) to understand the level of library professionals and associated challenges in the preparation and implementation of the budget in public libraries and (2) to analyze the annual grand and regular library budget allocated to public libraries.Design/methodology/approachA comprehensive literature search was carried out from work published in the past – the quantitative study based on a structured research questionnaire followed by the five-point Likert scale. The primary data were collected by distributing printed questionnaires among the library professionals serving in the directorate of public libraries and its suboffices. The secondary data “Budget Grand” for seven years (2009–2015) and the regular budget for two years (2015–2016) were collected from seven public libraries, and data on the district population and literacy rate were obtained from the provincial bureau of statistics. The authors used the one-way ANOVA on primary data to determine the average difference between samples and descriptive statistics on secondary data.FindingsSurvey results show that budgeting is a useful tool for predicting the future, controlling resources and improving employee performance and departmental levels. The findings disclosed that the annual budget review includes guidelines for implementation without adequate discussion and guidance for overcoming challenges. In addition to increasing print and database resources, currency fluctuations, unfair resource allocation and budgeting processes proved to be a potential obstacle to the execution of the library budget. Moreover, library material usage and regular membership are decreasing compared to literacy rates in each district of the province. It also turned out that the limited resources in a library compared to the population and the insufficient budget for operation, maintenance and other library processes posed another challenge for the administration.Practical implicationsThe results, which are based on the primary data of experts and the secondary data on the library budget, can help the directorate of public libraries to push ahead with budgetary reforms and overcome challenges.Social implicationsThis article outlines some basic steps for librarians, publishers and sellers to cope with changes caused by currency fluctuations and falling budget pressures. Given the regional population, literacy gaps and the current state of libraries, the results could also cause the government to expand the public library network across the province.Originality/valueThe study builds upon the qualitative method using a questionnaire and on the secondary data for an in-depth understanding of the whole budgetary process. This comprehensive coverage of the budgeting process provides professionals with useful information in preparing a balanced budget for public libraries.

A study of artificial intelligence on employee performance and work engagement: the moderating role of change leadership

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dewie Tri Wijayati ◽  
Zainur Rahman ◽  
A’rasy Fahrullah ◽  
Muhammad Fajar Wahyudi Rahman ◽  
Ika Diyah Candra Arifah ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Work Engagement ◽  
Employee Performance ◽  
Critical Role ◽  
Change Leadership ◽  
Equation Modeling ◽  
Research Approach ◽  
Content Type ◽  
Rapid Changes

PurposeThis paper aims to explore employee perceptions of companies engaged in services and banking of the role of change leadership on the application of artificial intelligence (AI) that will impact the performance and work engagement in conditions that are experiencing rapid changes.Design/methodology/approachThis study has used a quantitative research approach, and data analysis uses an approach structural equation modeling (SEM) supported by program computer software AMOS 22.0. A total of 357 respondents were involved in this study, but only 254 were qualified. In this study, the respondent is an employee of companies engaged in the services and banking sector in the East Java, Indonesia region.FindingsThe results reveal that AI has a significant positive effect on employee performance and work engagement. Change leadership positively moderates the influence of AI on employee performance and work engagement.Originality/valueThe development of this model has a novelty by including the moderating variable of the role of change leadership because, in conditions that are experiencing rapid changes, the role of leaders is essential. After all, leaders are decision-makers in the organization. The development of this concept focuses on studies of companies engaged in services and banking. Employee performance is an essential determinant in the organization because it will improve organizational performance. In addition, the application of AI in organizations will experience turmoil, so that the critical role of leaders is needed to achieve success with employee work engagement.

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