Self Service Technologies in Retail Financial Sector

2010 ◽  
pp. 32-48
Author(s):  
Dr. Rajagopal ◽  
Ananya Rajagopal
Keyword(s):  
Customer Value ◽  
Business Performance ◽  
Financial Sector ◽  
Retail Banking ◽  
Managerial Implications ◽  
Banking Institutions ◽  
Self Service ◽  
And Performance

The rationale of shifting conventional practices to technology based operations, its implications on customer value and performance of banking institutions are argued in the paper. This paper also discusses managerial implications on converging self service technologies with the customer value and business performance in retail banking.

Entrepreneurial, strategy and performance in restaurants and similars

2020 ◽  
Vol 11 (3) ◽  
pp. 128-143
Author(s):  
Mércia Crisitley Barrêto Viana ◽  
Kleber Cavalcanti Nóbrega ◽  
Lieda Amaral Souza
Keyword(s):  
Entrepreneurial Orientation ◽  
Small Businesses ◽  
Business Performance ◽  
Structural Equations ◽  
Service Strategy ◽  
Individual Entrepreneurial Orientation ◽  
Restaurant Management ◽  
Managerial Implications ◽  
And Performance ◽  
Entrepreneurial Strategy

Restaurants tend to be small businesses, operated almost in a self managed way, by their entrepreneur owners or a contracted manager. The way these managers conduct their business depends much on their individual abilities to run the company. This research aimed to investigate the possibly existing influences between individual entrepreneurial orientation (IEO), service strategy (SS) and business performance (BP). A construct was developed to run the study, including hypothesis joining the three influences. Questionnaires using Likert scale were built and validated. Survey was conducted with 260 restaurant, bars and hotel owners or managers. Data were analyzed through modeling of structural equations. Results confirmed the three hypothesis: H1: IEO positively influences SS; H2: IEO positively influences BP; H3: SS positively influences BP. Theoretical contributions were made through the construct building. Managerial implications are listed, in order to help restaurant management better run their business.

scholarly journals THE CONTINGENCIES OF SETTING UP AN EFFECTIVE BUSINESS INTELLIGENCE SYSTEM: THE CASE OF TUNISIAN INDUSTRIAL COMPANIES

2021 ◽  
Vol 9 (11) ◽  
pp. 1052-1065
Author(s):  
Ben Slimene Samar ◽  
Lakhal Lassaad
Keyword(s):  
Organizational Performance ◽  
Business Intelligence ◽  
Business Performance ◽  
Least Squares Method ◽  
Positive Impact ◽  
Organizational Alignment ◽  
Intelligence System ◽  
Industrial Companies ◽  
Managerial Implications ◽  
And Performance

The paper offers a conceptual model of the effectiveness of the Business Intelligence (BI) system and organizational performance from a view based on organizational alignment. Considering that organizational alignment mediates the basic relationship between the effectiveness of the BI system and performance. The theoretical framework maintains that the effectiveness of the BI system has a positive impact on organizational performance. The empirical evidence adopts the partial least squares method by exploring the Tunisian context and carrying out a survey of 126 industrial companies in Tunisia that have set up a BI system. Our findings state that the effectiveness of the BI system has a positive impact on organizational alignment, and the latter has a positive impact on business performance. The theoretical and managerial implications are put forward highlighting the human, technological and relational aspects alongside the subject, of setting up the BI system.

Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies

2021 ◽  
pp. 231971452110220
Author(s):  
Badra Sandamali Galdolage
Keyword(s):  
Customer Value ◽  
Research Work ◽  
Qualitative Inquiry ◽  
Service Encounters ◽  
Structured Interviews ◽  
Creation Process ◽  
Digital World ◽  
Provision Of Services ◽  
Traditional Service ◽  
Self Service

The value co-creation scholarly work has been criticized for neglecting the possible failures in the collaborative value creation process, which is termed as ‘value co-destruction’. Additionally, both the value co-creation and available limited research work in value co-destruction have overly attended on actor-to-actor interactions taking place in traditional service encounters, disregarding the practical movement towards the provision of services via technological platforms. Though there are ample studies that recognize factors influencing customer acceptance or rejections of technologies, a very limited number of studies have focused on exploring how and why customer collaboration with self-service technologies (SSTs) goes wrong due to the failures in the co-creation process. Therefore, this study attempts to understand how ‘value co-destruction’ takes place in the SSTs. Following a qualitative inquiry, using semi-structured interviews with 25 individuals, 15 reasons for co-destruction that vary among different customer demographics were found and classified into four integrative themes as ‘inabilities in co-learning’, ‘poor co-operation’, ‘problems with connecting’ and ‘poor corrective actions’. The findings fill the gap in the literature by addressing value co-destruction in technological interfaces, particularly in the SST context. Further, it will help practitioners to design and deliver value-enhancing self-service technological interfaces, resulting in none or minimum difficulties for customers.

A STUDY ON FINANCIAL ANALYSIS AND PERFORMANCE OF HDFC BANK

2021 ◽  
pp. 64-66
Author(s):  
K. Karthika.
Keyword(s):  
Private Sector ◽  
Financial Analysis ◽  
Retail Banking ◽  
Digital Products ◽  
Reserve Bank ◽  
Consumer Durable ◽  
Equity Ratio ◽  
And Performance ◽  
Set Up ◽  
Two Wheeler

This study has been carried out to evaluate the nancial performance of HDFC bank. HDFC was amongst the rst to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. HDFC Bank is the second largest Private sector Bank in India and one of the top 5 banks in the country. The bank has a network of 5000+branches and 16000+ATMs in 2902 cities/towns. HDFC Bank provides a number of products and services including wholesale banking and retail banking, treasury, auto loans, two wheeler loans, personal loans against property, consumer durable loans, life style loan, credit cards and the various digital products. The nancial performance of above mentioned bank has been evaluated for the past ve years i.e. 2017, 2018, 2019, 2020, 2021. The data analyzed by ratio analysis such as current ratio, liquid ratio, xed assets ratio, debt-equity ratio and net prot ratio and give interpretation to each ratio. To conclude this nancial soundness of the bank is satisfactory during the study period.

scholarly journals The Holy Grail

2015 ◽  
Vol 27 (5) ◽  
pp. 714-738 ◽  
Author(s):  
Jorge Pereira-Moliner ◽  
Xavier Font ◽  
Juan José Tarí ◽  
Jose F. Molina-Azorin ◽  
Maria D. Lopez-Gamero ◽  
...  
Keyword(s):  
Environmental Management ◽  
Business Performance ◽  
Competitive Advantages ◽  
Performance Levels ◽  
Content Type ◽  
Reference Measure ◽  
Environmental Capability ◽  
And Performance ◽  
Hotel Managers ◽  
The Relationship

Purpose – This paper aims to analyse the influence of environmental proactivity on cost and differentiation competitive advantages, and to explore the double relationship between environmental proactivity and business performance. Design/methodology/approach – The population consists of all three- to five-star hotels in Spain. A sample of 350 hotels was classified according to environmental proactivity and performance levels, employing a two-step cluster analysis. Significant differences between groups were examined. Findings – The results show two types of environmental behaviour (reactive and proactive), with proactive hotels developing significantly better on both cost and differentiation competitive advantage and achieving significantly higher performance levels. Hotels which achieve above average business performance levels are significantly more environmentally proactive. Research limitations/implications – The present paper demonstrates that environmental management is related to competitive advantages and business performance. Environmental management systems are more developed in higher category, chain-affiliated and larger hotels. This could be due to having more resources to develop their environmental capability. The environmental proactivity scale employed in this study is presented as a reference measure for hotel managers to benchmark their current practices and implement environmental improvements. Originality/value – First, measuring environmental proactivity using four managerial systems (operative, information, strategic and technical) is innovative and provides a more detailed approach to measuring environmental proactivity. Second, demonstrating a double association between environmental proactivity and performance provides fresh insights into the relationship between these variables.

scholarly journals CONCEPTUAL REVIEW OF LEADERSHIP ON ORGANIZATIONAL PERFORMANCE

2020 ◽  
Vol 8 (1) ◽  
pp. 1044-1095
Author(s):  
Can ERERDİ ◽  
Esra ÜNLÜASLAN DURGUN
Keyword(s):  
Organizational Performance ◽  
Leadership Style ◽  
Research Agenda ◽  
Empirical Studies ◽  
Leadership Characteristics ◽  
Future Research ◽  
Comprehensive Model ◽  
Future Research Agenda ◽  
Managerial Implications ◽  
And Performance

In the last few years, due to the surge in the attention towards leadership and the lack of a review mapping the effects of leadership on organizational performance, we believe its coherent to provide a clear review on leadership and how it affects organizational performance. This paper aims to review empirical studies on leadership and organizational performance with the aim of constructing a comprehensive model to conceptualize existing literature. The authors reviewed main journals with impact factor of over 2 and all Leadership titled SSCI journals. As a result, 687 studies published between 1957 and 2017 were analyzed, out of which 486 met the criteria of being empirical studies on leadership and performance. Out of the 486, 20 articles used Organizational Performance as their dependent variable, thus were included in our model. In doing so, the authors aim to extend the field in three ways: First, based on their review, the authors mapped a comprehensive model of the effects of leadership style and leadership characteristics through moderators and organizational mediators on organizational performance. Second, the authors, through vigorous examination, display and evaluate existing variables and measures on leadership and organizational performance within the literature. Finally, the authors aim to contribute to the field by presenting a detailed future research agenda and practical considerations for managerial implications.

scholarly journals Development of ecosystems in the financial sector of Russia

Upravlenets ◽  
2020 ◽  
Vol 11 (4) ◽  
pp. 2-15
Author(s):  
Georgy Kleiner ◽  
Maksim Rybachuk ◽  
Venera Karpinskaya
Keyword(s):  
Banking System ◽  
Communication Technologies ◽  
Financial Sector ◽  
Special Focus ◽  
Information Communication ◽  
Theoretical Concepts ◽  
Object Based ◽  
Ranking Score ◽  
Banking Institutions ◽  
Technological Platform

The paper examines the problems and factors in the development of ecosystems in the financial sector and related sectors of economy. It demonstrates the prospects for expanding the population of ecosystems in both the global financial market and the Russian banking system. Special focus is on two main prerequisites for the ecosystem development: digitalization of the entire economy and the emergence of innovative information-communication technologies in the financial sector (fintech). The study aims to juxtapose theoretical concepts and definitions of ecosystem with the real practice in Russia and the prospects for the development of ecosystems in the financial sector in order to produce recommendations on activating and regulating the transition from a traditional to an ecosystem economic model. Methodologically, the research rests on system economic theory, which implies that economy is a field for creating, interacting and developing socio-economic systems of various kinds – object-, process-, project- and environment-based systems. Within the framework of this approach, an ecosystem includes: an organizational component represented by a cluster as an object-based subsystem; infrastructure – an information-technological platform as an environment-based subsystem; communication and logistics component – a network as a process-based subsystem; innovative component – a business incubator as a project-based subsystem. Ecosystems in the financial sector are analyzed for compliance with this requirements. We scrutinize the case of FinTech Association as the most technologically advanced community of banking institutions. The research methods are content analysis, ranking score and logical grouping of research objects. The findings show that it is expedient to create a regulating institution that combines the functions similar to those of the FAS of the RF and the Central Bank of the RF in relation to the ecosystems’ activities.

scholarly journals DUPLICITY IN REGULATION AND PERFORMANCE OF THE FINANCIAL SECTOR IN KENYA

2021 ◽  
Vol 6 (1) ◽  
Author(s):  
Dr.Agnes Ogada
Keyword(s):  
Large Scale ◽  
Developing Economies ◽  
Financial Sector ◽  
The United States ◽  
Empirical Literature ◽  
Unique Contribution ◽  
Regulatory Structure ◽  
The Public ◽  
And Performance ◽  
The Uk

Purpose: The objective of the study was to investigate the duplicity in regulation and its effect on performance of the financial sector in Kenya. The specific objectives were; to review and identify regulation duplication/competition in existing regulatory framework for the financial sector in Kenya; to describe how regulatory effectiveness has been measured in empirical literature; to assess whether the current regulatory structure has affected the performance of the financial sector in Kenya and lastly to suggest potential ways of enhancing regulatory effectiveness in Kenya. Methodology: The paper used a desk study review methodology where relevant empirical literature was reviewed to identify main themes and to extract knowledge gaps. Findings: The study found out that financial sector in Kenya and other developing economies have reported losses on a large scale due to under regulation and regulator duplicity. Some of these have become insolvent, or have had to be taken over or rescued by their governments. A single market regulator clearly has its own advantages over multiple regulators. But it is more suitable for well-developed and mature markets which are smaller in size, like the UK. The study also found out that Kenya’s economy and political arena are not mature enough to handle a single financial market regulator. In this light it can be asserted that even mature economies such as the United States still have multiple regulators. Unique contribution to theory, practice and policy: Adherence to principles of open government, including transparency and participation in the regulatory process to ensure that regulation serves the public interest and is informed by the legitimate needs of those interested in and affected by regulation. Governments should ensure that regulations are comprehensible and clear and that parties can easily understand their rights and obligations. Organizations should create personalized technology systems that create a demand adaptation of ICT at every level of the organizational operations

scholarly journals Customer Value Co-Creation Intention, Practices and Experience in Self-Service Technologies

2021 ◽  
pp. 12-26
Author(s):  
Badra Sandamali Galdolage
Keyword(s):  
Customer Value ◽  
Service Providers ◽  
Service Encounters ◽  
Emotional Experiences ◽  
Negative Effects ◽  
Positive Effects ◽  
Negative Effect ◽  
Physical Interfaces ◽  
Self Service ◽  
Self Service Technology

Many service encounters are moving from traditional physical interfaces to technologically incorporated self-service options. However, it is surprising that very limited extant literature is devoted to understanding the movement towards self-service technologies. Therefore, this study aims at understanding customer value co-creation intention, practices including both the value co-creation and co-destruction and their co-creation experiences in self-service technology context. Based on the positivistic approach, a quantitative study carried out distributing self-administered questionnaires to 600 individuals chosen based on a non-probabilistic convenience sampling method. Study found that customer value co-creation intention has significant positive effects on customer value co-creation practices and significant negative effects on customer value co-destruction in SSTs. Value co-creation practices show a strong positive effect on customer functional experiences and ‘positive emotional experiences’ while having a negative effect on ‘negative emotional experiences. In contrast, co-destruction shows inverse relationships. This study assists practitioners to understand why customers collaborate with SSTs, what they do in co-creating value and how this links with their experience. Service providers can use this understanding to facilitate customer co-creation by securing positive customer experiences and achieving competitive advantage by designing and delivering value enhancing self-service technological interfaces from both strategic and operational perspectives.

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