scholarly journals The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study

2017 ◽  
Vol 12 (2) ◽  
pp. 106-115 ◽  
Author(s):  
Eric E. Mang’unyi ◽  
Oumar T. Khabala ◽  
Krishna K. Govender
Keyword(s):  
Customer Loyalty ◽  
Survey Design ◽  
Commercial Banking ◽  
Customer Relationship ◽  
Cross Sectional Survey ◽  
Design Data ◽  
Cross Sectional ◽  
Convenience Sample ◽  
The Relationship

Since customer loyalty is key, especially in the highly competitive commercial banking environment, this article evaluated the effects of features of electronic customer relationship management (e-CRM) on customer loyalty. Using a cross-sectional survey design, data were collected from a convenience sample of customers of a major international Kenyan bank using self-administered questionnaires. The findings based on correlation and multiple regression analyses, revealed that pre-service, during (the) service and post transactional e-CRM features have a positive and significant relationship with loyalty, and that the pre-service and during service features significantly predict loyalty. Thus, enhancing e-CRM practices could be a strategic competitive tool to impact the banks’ relationship with their customers.

Multi-sector framework for benchmarking in facilities management

2017 ◽  
Vol 24 (4) ◽  
pp. 826-856 ◽  
Author(s):  
Yewande Adetoro Adewunmi ◽  
Reuben Iyagba ◽  
Modupe Omirin
Keyword(s):  
Best Practice ◽  
Survey Design ◽  
Group Discussion ◽  
Facilities Management ◽  
Cross Sectional Survey ◽  
Design Data ◽  
Cross Sectional ◽  
Content Type ◽  
Port Harcourt ◽  
The Relationship

Purpose Benchmarking in FM practice although understood and applied globally, little is known about the practice in Nigeria. The purpose of this paper is to develop a framework to guide the use of benchmarking. Design/methodology/approach The research adopts a cross-sectional survey design. Data were collected using self-administered questionnaires on FM organizations in Lagos metropolis, Abuja and Port Harcourt. The results of the survey were supplemented with interviews with FM unit heads in the study areas. The framework was validated using a focus group discussion with ten FM industry experts. Findings A framework which serves as a guide for the use of best practice benchmarking was developed. It showed that there is a relationship between best practice benchmarking and location. Research limitations/implications The evaluation of the framework was limited by the number of participants involved and being that it has not been put to use. Originality/value This study develops a multi-sector framework to guide the use of best practice benchmarking in facilities management (FM). The framework explains the relationship between organizational characteristics and best practice benchmarking. In addition, there are limited empirical benchmarking frameworks in FM literature.

scholarly journals Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study

2017 ◽  
Vol 12 (4) ◽  
pp. 674-696 ◽  
Author(s):  
Timothy K. Oumar ◽  
Eric E. Mang’Unyi ◽  
Krishna K. Govender ◽  
Sookdhev Rajkaran
Keyword(s):  
Commercial Bank ◽  
Structural Equation ◽  
Banking Sector ◽  
Survey Design ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Design Data ◽  
Convenience Sample ◽  
Bank Managers

Abstract This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer’s (e-customer) electronic loyalty (e-loyalty) in the banking sector. By using a survey design, data was collected from a convenience sample of customers of a major Kenyan commercial bank, and analysed using structural equation and multiple regression modelling. The findings reveal that there is a positive relationship between e-CRM and e-customers’ loyalty. The e-CRM features at all three stages of an electronic transaction cycle namely, pre-service, during-service and after-service, significantly influence the e-customers’ loyalty in the banking sector. Thus, to capitalize on the range of benefits that emanate from the use of e-CRM, continued review and enhancement of marketing strategies is needed, so as to achieve e-customers’ loyalty particularly, at the post-service stage. Kenyan commercial bank managers should focus on customer satisfaction specifically at post-service stage, to increase their ecustomers’ loyalty.

scholarly journals Leadership styles: The role of cultural intelligence

2017 ◽  
Vol 43 (0) ◽  
Author(s):  
Anthony Solomon ◽  
Renier Steyn
Keyword(s):  
Leadership Styles ◽  
Leadership Style ◽  
Cultural Intelligence ◽  
Survey Design ◽  
Cross Sectional Survey ◽  
Empowering Leadership ◽  
Design Data ◽  
Cross Sectional ◽  
Staff Members ◽  
The Relationship

Orientation: Within both the South African context and abroad, leaders are increasingly being required to engage with staff members whose cultures differ from their own. As the attractiveness of different leadership styles varies in line with staff member cultural preferences, the challenge leaders face is that their behaviours may no longer be apposite. To this end, it is mostly unknown whether those leaders who are deemed culturally intelligent behave in a specific manner, that is, display the empowering and directive leadership styles.Research purpose: The purpose of this study was to explore the relationship between leader cultural intelligence and the empowering and directive styles of leadership, as perceived by subordinates.Motivation for the study: To operate successfully, leaders need to adopt and display those leadership styles that best match the cultural expectations of their staff members. Cultural intelligence may assist in this respect. Most of the studies on leader cultural intelligence and leadership styles have concentrated on the transformational leadership style. There is, thus, a requirement to examine how leader cultural intelligence relates to other leadership styles.Research design, approach and method: The study was quantitative in nature and made use of a cross-sectional survey design. Data were collected from 1140 staff members spread across 19 diverse organisations carrying on business activities in South Africa. Correlation and regression techniques were performed to identify relationships.Main findings: Leader cultural intelligence was found to have a stronger relationship with empowering leadership than it had with directive leadership. With empowering leadership, leader metacognitive and motivational cultural intelligence acted as important antecedents, whilst for directive leadership, leader’s motivational, cognitive and metacognitive cultural intelligence played a predictive part that carried a medium effect.Practical/managerial implications: The findings can be used by organisations to guide the selection of leaders and to focus initiatives for their development.Contribution and value-add: The study adds to the cultural intelligence and leadership literature by offering empirical evidence of the relationship between leader cultural intelligence and the empowering and directive leadership styles.

Knowledge Performance as an Arbitrator between the Relationship of Organizational Commitment and Productivity

2018 ◽  
Vol 43 (1-2) ◽  
pp. 100-108
Author(s):  
Damini Saini
Keyword(s):  
Organizational Commitment ◽  
Service Sector ◽  
Research Study ◽  
Survey Design ◽  
Population Group ◽  
Target Population ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Convenience Sample ◽  
The Relationship

In this article, an attempt is made to explore if the knowledge performance (KP) mediates the commitment of the employees and perceived productivity of the firm in the Indian context. This research study employed a quantitative method using a cross-sectional survey design to seek the correlation among the organizational commitment (OC), KP and productivity of the employees. A non-probability convenience sample was obtained from this population group and was based on accessibility. The following research study examined whether KP mediates the relationship between OC and productivity. Generalization of this study’s results to circumstances in other countries may not be possible because the target population was employees in Indian corporations. The study can be helpful in addressing the gap of empirical analysis in relation with KP and job-related outputs in managerial context in the Indian service sector corporations.

scholarly journals The Moderating Effects of Organizational Culture on the Relationship between Work Motivation and Work Commitment of University Academic Staff

2018 ◽  
Vol 8 (1) ◽  
pp. 137
Author(s):  
Saira Irfan ◽  
Najib Ahmad Marzuki
Keyword(s):  
Organizational Culture ◽  
Work Motivation ◽  
Survey Design ◽  
Academic Staff ◽  
Work Commitment ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Work Settings ◽  
The Relationship

The link between the work motivation and work commitment is well established in a variety of work settings. However, the role of organizational culture is not explored in depth, especially as a moderator between work motivation and work commitment. The present study undertakes an examination of the above explained model. The sample consisted of 351 academics from nine public universities in the state of Punjab, Pakistan. Cross-sectional survey design was employed to collect the data. The statistical analyses were performed with Partial Least Squares technique using the Smart PLS 3.0. The findings revealed that adhocracy culture moderates the link between non-self-determined work motivation and work commitment among university academic staff. The study has implications for authorities to capitalize on organizational culture to boost work motivation that will ultimately improve work commitment among academics.

scholarly journals Challenges Faced by Devolved Governance in Quality Service Delivery: A Case Study of Turkana Central Sub-county, Turkana County, Kenya

2017 ◽  
Vol 7 (4) ◽  
pp. 87
Author(s):  
James K. Sirite ◽  
Henry Ongori ◽  
Darius Bosire
Keyword(s):  
Service Delivery ◽  
Survey Design ◽  
Quality Service ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
County Governments ◽  
Policy Makers ◽  
To Come

The purpose of this study was to identify the challenges faced in quality service delivery to Turkana Central Sub-county citizens of Turkana County. The study used cross-sectional survey design. The sample size selected for the study was 261.  Data was collected using questionnaires and interview guides. Data was analyzed by descriptive statistics and presented in tables and figures for ease interpretation. The major findings of the study show that devolved governance faces some challenges. For instance the devolved governance is faced with corruption, lack of transparency and accountability and inadequate funds. This adversely   affects quality service delivery to its citizens. The findings of the study would inspire policy makers at the county and national government level to come up with appropriate strategies to mitigate the challenges identified in order to improve the quality of services offered by the county governments.

scholarly journals Classroom Attentiveness of Children from Home with Inter Parental Violence in Chamwino District, Tanzania

2021 ◽  
Vol 2 (Issue 4) ◽  
pp. 66-74
Author(s):  
Simion Kaminyoge Ambakisye
Keyword(s):  
Teaching And Learning ◽  
Survey Design ◽  
Cross Sectional Survey ◽  
Chi Square ◽  
Cross Sectional ◽  
Parental Violence ◽  
Chi Square Test ◽  
Level Of Significance ◽  
Parental Conflicts ◽  
The Relationship

This study investigated on classroom attentiveness of children from home with inter parental violence in Chamwino, Dodoma, Tanzania. The study employed the cross-sectional survey design whereby 312 out of 652 children from five secondary schools were randomly selected to participate by filling the questionnaire. Chi square test was employed to determine the relationship between violence against mothers and children’s attentiveness at the 0.05 level of significance. The results indicated a significant relationship between parental conflicts and lack of pupils’ adequate concentration in learning. The findings further showed that female children whose mothers are accustomed to violence are more inattentive than male children during the teaching and learning processes. The study recommends that effective intervention strategies such as developing training through psycho education within families, schools and the community be in place.

The relationship between spiritual well-being and quality of life in cancer survivors

2019 ◽  
Vol 18 (1) ◽  
pp. 55-62 ◽  
Author(s):  
Meryem Yilmaz ◽  
Hatice Öner Cengiz
Keyword(s):  
Survey Design ◽  
Well Being ◽  
University Hospital ◽  
Central Anatolia ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Spiritual Well Being ◽  
The Relationship ◽  
Oncology Center

AbstractObjectiveTo evaluate the relationship between spiritual well-being (SpWB) and quality of life (QoL) in cancer (CA) survivors.MethodsThe current study was conducted in the oncology center at a university hospital in Central Anatolia/Turkey. In this study, a descriptive cross-sectional survey design was used. The data collected included: a questionnaire form, the current study was conducted in the oncology center at a university hospital in Central Anatolia/Turkey. In this study, a descriptive cross-sectional survey design was used. SpWB was assessed by the Functional Assessment of Chronic Illness Therapy-Spiritual Well-Being Scale, version 4 (FACIT-Sp12, v. 4), including Meaning, Peace, and Faith subscales. The QoL was evaluated using the Functional Assessment of Cancer Therapy-General scale (FACT-G, v. 4). The results were analyzed using descriptive statistics, Pearson correlations, independent sample t-test, Kruskal-Wallis, and Mann-Whitney U test.ResultsOne hundred fifty patients participated in this study: 61.30% female, 78% 45 years of age or older, 94.70% married, 46% had finished, and 69% had gastrointestinal tract CA. The mean age was 53.48 (SD = 9.43). The majority of participants (96.7%) endorsed “a force pushing them a will to live” while 59.3% supported “the power of relationships with others.” There was a positive, strong correlation between overall QoL and SpWB (r = 0.619, p < 0.01). The Meaning dimensions of SpWB with Functional Well-Being (FWB) and overall QoL (r = 0.512; 0.595, p < 0.000 respectively), Peace with Emotional Well-Being (EWB) and FWB (r = 0.598; 0.540, p < 0.000 respectively) dimensions of FACT-G and overall QoL (r = 0.609, p < 0.001) were strong correlated. Faith and QoL were not significantly correlated.Significance of resultsThis study demonstrates that SpWB positively contributed to the QoL of CA survivors. SpWB is not necessarily limited to any specific types of beliefs or practices. For some people, faith in self, others and/or God constitutes, in large part, the meaning, purpose, and fulfillment they find in life.

Can forensic accounting impact sustainable corporate governance?

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Rehman ◽  
Fathyah Hashim
Keyword(s):  
Corporate Governance ◽  
Structural Equation ◽  
Survey Design ◽  
Equation Modeling ◽  
Governance System ◽  
Cross Sectional Survey ◽  
Design Data ◽  
Cross Sectional ◽  
Content Type ◽  
Organizational Policies

Purpose The purpose of this paper is the measurement of forensic accounting’s (FA) impact on sustainable corporate governance (SCG) within Omani public listed companies. Beyond merely cataloging the latest criminal innovations and SCG problems, this paper offers a path forward to overcome the myriad threats that can harm the organization and society. FA and SCG can achieve, anticipate and prevent tomorrow’s fraud today before organizations reach the point of no return. Design/methodology/approach For this study, FA is an independent variable and SCG is the dependent variable. This study used a descriptive cross-sectional survey design. Data are collected by internet-based tool and analyzed via partial least squares structural equation modeling and Statistical Package for Social Sciences. Findings Result suggests that FA has a significant direct impact over SCG; moreover, FA can become the part of governance management toward the elimination of fraud and achievement of SCG. Practical implications This study can assist regulators, professional bodies and organizations in amending their codes of corporate governance and organizational policies by introducing the SCG clauses and making FA as a compulsory part of governance system. Originality/value Up to the best of the knowledge of researchers, there is no study conducted before which verifies the FA impact on SCG; moreover, previous relevant studies verify only one constituent for SCG, whereas this study is identifying three constituents necessary for SCG.

Preparing for NICU Discharge: Mothers’ Concerns

2013 ◽  
Vol 32 (6) ◽  
pp. 399-403 ◽  
Author(s):  
Deborah A. Raines
Keyword(s):  
Survey Design ◽  
Outcome Variable ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Convenience Sample ◽  
Main Outcome Variable

Purpose: To quantify mothers’ concerns in anticipation of their infant’s discharge from the NICUDesign: An exploratory, cross-sectional survey design was used.Sample: A convenience sample of 150 mothersMain Outcome Variable: The focus was the mothers’ concerns about their infant’s impending discharge.Results: The mothers expressed confidence in their ability as a caregiver but expressed concern about being tired, the need for readmission to the hospital, and missing a change in the infant’s conditions.

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