scholarly journals An analysis of the impact of implementing a new interactive voice response system (IVR) on client experience in the Canadian banking industry

2021 ◽  
Author(s):  
Priscilla Manatsa
Keyword(s):  
Banking Industry ◽  
Interactive Voice Response ◽  
Research Question ◽  
Client Experience ◽  
Use Of Technology ◽  
Net Promoter ◽  
The Impact ◽  
Canadian Banking ◽  
Voice Response

Banks are constantly competing to find new ways to satisfy clients and meet their growing, heterogenous needs. Clients can access round the clock banking services worldwide. One way to access information is through Interactive Voice Response (IVR) systems. This research is an analysis of the process of implementing an IVR system and the impact on client experience using the case study of a Canadian bank. The research question is: “What is the impact of an IVR system upgrade on client experience in the Canadian banking industry?” The Productivity Paradox and the Unified Theory of Acceptance and Use of Technology model (UTAUT) are leveraged and a thematic analysis of the feedback provided from Net Promoter Score (NPS) surveys is done. The results show that although the IVR system can be an attractive automation interface for clients, there are many unanswered concerns about customer satisfaction as demonstrated by NPS feedback.

scholarly journals An analysis of the impact of implementing a new interactive voice response system (IVR) on client experience in the Canadian banking industry

2021 ◽  
Author(s):  
Priscilla Manatsa
Keyword(s):  
Banking Industry ◽  
Interactive Voice Response ◽  
Research Question ◽  
Client Experience ◽  
Use Of Technology ◽  
Net Promoter ◽  
The Impact ◽  
Canadian Banking ◽  
Voice Response

Banks are constantly competing to find new ways to satisfy clients and meet their growing, heterogenous needs. Clients can access round the clock banking services worldwide. One way to access information is through Interactive Voice Response (IVR) systems. This research is an analysis of the process of implementing an IVR system and the impact on client experience using the case study of a Canadian bank. The research question is: “What is the impact of an IVR system upgrade on client experience in the Canadian banking industry?” The Productivity Paradox and the Unified Theory of Acceptance and Use of Technology model (UTAUT) are leveraged and a thematic analysis of the feedback provided from Net Promoter Score (NPS) surveys is done. The results show that although the IVR system can be an attractive automation interface for clients, there are many unanswered concerns about customer satisfaction as demonstrated by NPS feedback.

scholarly journals Using patient feedback to drive quality improvement in hospitals: a qualitative study

BMJ Open ◽  
2020 ◽  
Vol 10 (10) ◽  
pp. e037641
Author(s):  
Simone Berger ◽  
Ana Maria Saut ◽  
Fernando Tobal Berssaneti
Keyword(s):  
Quality Improvement ◽  
Customer Service ◽  
Secondary Data ◽  
Study Data ◽  
Patient Feedback ◽  
Multiple Case ◽  
Net Promoter ◽  
The Impact ◽  
Quality Tools

ObjectivesAlthough different forms of patient feedback are available, their use in hospital management is still limited. The objective of this study is to explore how patient feedback is currently used in hospitals to improve quality.DesignThis is a qualitative exploratory multiple case study. Data collection included nine interviews, of an average duration of 50 min, conducted between March and June 2019. Additionally, a document and secondary data analysis were performed.SettingThis study was conducted in three Brazilian hospitals selected for their solid patient feedback practises.ParticipantsManagers from the customer service, quality, nursing, operations, projects and patient experience departments of the three hospitals.ResultsDespite literature suggesting that organisational objectives regarding patient feedback are not clear, data show that there is managerial concern regarding the promotion of an environment capable of changing according to patient feedback. In these instances, organisational processes were structured to focus on patients’ feedback and its receipt by the staff, including a non-punitive culture. Several patient feedback forms are available: voluntary events, patient surveys and informal feedback. Instruments to measure patient feedback focused on specific aspects of healthcare, to identify and clarify the problems for addressal by the management. The net promoter score was the main strategic indicator of patient feedback, used to assess the impact of improvement action.ConclusionsThe hospitals had established objectives that valued the patient’s perspective. Involvement of the health team, availability of different channels for feedback and the use of quality tools are considered a good basis for using patient feedback to drive quality improvement.

Development of Competences Through the PBL and the Use of Technology

2019 ◽  
pp. 176-198
Author(s):  
María Elena Zepeda Hurtado ◽  
Yarzabal Coronel Nashielly ◽  
Pérez Benítez Alma Alicia
Keyword(s):  
Creative Thinking ◽  
Meaningful Learning ◽  
Project Based Learning ◽  
Polytechnic Institute ◽  
Written Expression ◽  
Ict Skills ◽  
Use Of Technology ◽  
The Impact ◽  
Research Analysis

The objective of this chapter is to present a case study in the National Polytechnic Institute, which is focused on two aspects: 1) to know what kind of educational practices are implemented in the classroom and how ICTs are used and 2) to analyze the impact of project-based learning (PBL) in the Oral and Written Expression Learning Unit I to know what competences such as creative thinking, improving motivation, and meaningful learning are developed, as well as the use of ICT for research, analysis, experimentation, simulation, and socialization, in such a way that, during the application of the PBL methodology in conjunction with ICT, skills that are required throughout life are developed, both in academic, scientific, and occupational fields.

scholarly journals A Case Study on Performance Implications of Hybrid Strategy in Automotive Supplier Industry

2016 ◽  
Vol 9 (6) ◽  
pp. 31
Author(s):  
Eren Durmus Ozdemir ◽  
Saime Mecikoglu
Keyword(s):  
Firm Performance ◽  
Research Question ◽  
Negative Influence ◽  
Direct Influence ◽  
Hybrid Strategy ◽  
Automotive Supplier ◽  
Firm Data ◽  
The Impact ◽  
Depth Interviews

<p>The aim of this study is to explore the impact of hybrid strategy on firm performance in a wire harness firm operating in the automotive supplier industry at Antalya Free Trade Zone in Turkey. It was the gap in literature concerning this relationship between hybrid strategy and firm performance under conditions of environment turbulence in the automotive supplier industry that motivated this study. The research question was pursued through in depth interviews with top-level managers of the firm. Data obtained from the interviews, observations and documents were analysed using NVivo software. The findings show that hybrid strategy influenced firm performance positively. Furthermore, the existence of environment turbulence positively influences hybrid strategy, whereas stable environment has a negative influence. Environment turbulence does not exert a direct influence on performance, but an indirect one, through hybrid strategy.</p>

Breaking through barriers: the impact of organizational culture on open government reform

2016 ◽  
Vol 10 (2) ◽  
pp. 335-350 ◽  
Author(s):  
Erna H.J.M. Ruijer ◽  
Richard F. Huff
Keyword(s):  
Organizational Culture ◽  
Theory And Practice ◽  
Open Government ◽  
Government Reform ◽  
Content Type ◽  
Use Of Technology ◽  
Practice Gap ◽  
Government Reforms ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of organizational culture on open government reforms by developing a theoretical framework bridging the theory and practice gap. Design/methodology/approach An exploratory qualitative study consisting of a document analysis and a case study was conducted. Findings An open organizational culture is a precursor to effective open government. A network strategy as a facilitator for developing an open culture was used in one US federal agency, breaking across boundaries within the organization, creating greater symmetrical horizontal and vertical openness. Originality/value Much of the focus in both theory and practice has been on the use of technology as a vehicle to increase government openness. This study argues that a movement toward openness is beyond the technical. Organizational culture is a key to openness and may need to be changed. A networks strategy may be one way to facilitate a transformation to a more open culture.

Research on encouraging sketching in engineering design

2012 ◽  
Vol 26 (3) ◽  
pp. 303-315 ◽  
Author(s):  
Linda C. Schmidt ◽  
Noe Vargas Hernandez ◽  
Ashley L. Ruocco
Keyword(s):  
Engineering Education ◽  
Engineering Design ◽  
Research Question ◽  
Experimental Studies ◽  
Use Of Technology ◽  
The Impact

AbstractThe value of sketching in engineering design has been widely documented. This paper reviews trends in recent studies on sketching in engineering design and focuses on the encouragement of sketching. The authors present three experimental studies on sketching that look at (1) sketching assignments and their motivation, (2) the impact of a sketching lesson, and (3) the use of Smartpen technology to record sketching; overall these studies address the research question: Can sketching frequency be influenced in engineering education? Influencing sketching frequency is accomplished through motivation, learning, and use of technology for sketching, respectively. Results indicate that these three elements contribute to the encouragement of sketching in engineering design.

scholarly journals The Impact of Online Learning on International Students' Studies Amid the Covid-19 Pandemic During the 2020 Spring Semester: A Case Study of Southwest University.

2021 ◽  
Vol 9 (1) ◽  
Author(s):  
Allan Muganga ◽  
Naomy Kalabwa Leah ◽  
Tebatso Namanyane ◽  
Mirajur Rhaman Shaoan
Keyword(s):  
Online Learning ◽  
International Students ◽  
Online Courses ◽  
Research Question ◽  
Network Connectivity ◽  
Structured Interviews ◽  
Spring Semester ◽  
Limited Class ◽  
The Impact

Toward the end of 2019 and since the beginning of 2020, there has been a worldwide collapse of the pandemic disease called covid-19 that caused a complete shutdown in several countries. As a result, schools, universities and other institutions of higher learning were forced to close. The only way learning could take place was through online learning. Unplanned online learning brought uncertainty among institutions, educators and learners which needs to be examined. The purpose of this case study was, therefore, to explore how online learning during the COVID-19 period influenced SWU international students’ studies, and to understand the attitude of these international students toward online learning during the covid-19 period and finally finding out strategies that SWU international students used to tackle the challenges they encountered through online learning. Semi-structured interviews were conducted among twelve international students offering different online courses. Researchers used content analysis to help them arrive at findings and conclusions. Results from the research showed that poor network connectivity, limited class participation was among the strongest themes to address the first research question. Passion for learning and apathy of online learning were among the themes under students’ attitude. Strategies used to cope up with the challenges faced included prior class preparations and seeking better internet connectivity showed up.

scholarly journals Children Education in ICT Age in Nigeria: A Tripartite Socio-Cultural Phenomena

2018 ◽  
Vol 8 (3) ◽  
pp. 51-62
Author(s):  
Taiwo Frances Gbadegesin ◽  
Olusola Alabi ◽  
Kemisola Omodun
Keyword(s):  
Cultural Values ◽  
Social Practice ◽  
Creative Thinking ◽  
Social Innovation ◽  
Research Question ◽  
Childhood Education ◽  
Use Of Technology ◽  
Childhood Care ◽  
The Impact ◽  
Practical Implications

Abstract Studies have established that the use of technology in early childhood care and education (ECCE) settings positively contributes to children’s development. However, this position has generated conflicting views as individual circumstances largely depend on where a child is born and raised. In this study, adoption of Information and Communication Technology (ICT) in ECCE in the Nigerian context is examined, with a view to deciphering practical implications of ICT as social innovation in learning and its influence on socio-cultural values in childhood education. To achieve this aim, the following research question was generated: What and how can we describe the impact and practical implications of ICT on Nigerian children’s ways of life, and what values does ICT contribute towards socio-cultural aspect of ECCE education in Nigeria? The paper utilised data collected through an interpretive qualitative study, underpinned by social practice and innovation diffusion theories. Data were generated through interviews and classroom observations. The findings suggest tensions between social innovations and socio-cultural implications of ICT usage. It was observed that ICT usage in Nigerian childhood education is situated within tripartite classification; One, as a veritable tool for achieving innovative and creative thinking in children. Two, as an effective instrument of disseminating globalised ideas and three, as distortions to socio-cultural values that are embedded in culturally-sensitive children learning and development. In conclusion, it was suggested that while the use of ICT should remain a veritable instrument for learning in children’s formative periods, its usage should be monitored for values’ security in Nigeria.

Sign in / Sign up

Export Citation Format

Share Document