Enhancing User Experience in Financial Services

2014 ◽  
Vol 6 (2) ◽  
pp. 12-22
Author(s):  
Fatma Molu ◽  
Nur Findik ◽  
Mustafa Dalci
Keyword(s):  
User Experience ◽  
Financial Services ◽  
Return On Investment ◽  
Customer Relationship ◽  
Specific Context ◽  
User Research ◽  
Banking Service ◽  
Digital Environments

The domain of User Experience (UX) involves studying, designing for and evaluating the experiences that people have through the use of a system. This use takes place in a specific context, which has an impact on, or contributes to, the UX. As enterprises make a focus on the customer integral to their strategies, they need to recognize that technology developments are changing the customer relationship. In today's world, a great number of interactions between financial services and their customers have moved to digital environments and as a result a user interface design's significance increases in shaping the digital, financial experience.Based on this increasing importance, this paper proposes the role of usability studies for return on investment, along with a case study carried out in Kuveyt Turk Participation Bank. It involves an extended user research of online bank services which resulted with new specifications to be applied in the new corporate online banking service.

scholarly journals The impact of the IS on the effectiveness of the sales funnel management as a part of CRM in an automotive company

2016 ◽  
Vol 4 (2) ◽  
pp. 74-92
Author(s):  
Tanja Grublješič ◽  
Nejc Čampa
Keyword(s):  
Business Environment ◽  
Customer Relationship ◽  
Case Study Analysis ◽  
Automotive Company ◽  
Mere Existence ◽  
Measures Of Effectiveness ◽  
Sales Funnel ◽  
The Impact

Sales Funnel Management (SFM) as a part of the Customer Relationship Management (CRM) is of great importance in the automotive industry when the companies want to attract new customers and retain the existing ones. Due to the complex and changing business environment customers are becoming more and more demanding and less loyal to their current brands. Existing research has shown that IT/IS play a crucial role throughout the execution of the CRM activities. However, the mere existence of an IS in a company is not enough. The ability and willingness of companies to use these IS in a sufficient manner plays a key role in the success and failure of CRM activities. Therefore, the objective of the article is to show how the role of the IS impacts on the effectiveness of the SFM through conducting a case study analysis in a leading German automotive company. The results show that IS has an important impact on improvements in execution of all phases of SFM and importantly contributes to primary goals and measures of effectiveness of the SFM in the automotive company, which are the increased number of vehicles sold and the lowest possible cost per vehicle sold, as well as higher level of customer satisfaction.

scholarly journals Statistical investigations in primary school – the role of contextual expectations for data analysis

2021 ◽  
Author(s):  
Daniel Frischemeier ◽  
Susanne Schnell
Keyword(s):  
Data Analysis ◽  
Primary School ◽  
Empirical Evidence ◽  
Contextual Knowledge ◽  
Specific Context ◽  
Interpretative Analysis ◽  
Young Students

AbstractAs data are ‘numbers with context’ (Cobb & Moore, 1997), contextual knowledge plays a prominent role in dealing with statistics. While insights about a specific context can further the depth of interpreting and evaluating outcomes of data analysis, research shows how it can also hinder relying on data especially if results differ from expectations. In this article, the aim is to investigate how young students informally deal with empirical evidence, which differs from their initial expectations in a specific context. We present a case study with three pairs of students at the age of 9 to 10 who compare groups in survey datasets. The interpretative analysis shows how conjectures of varying degrees of confidence shape the students’ statistical expectations and can play different roles in interpreting results from data analysis.

Privatisation and the Development of Tourism in the Czech Republic and Slovakia: Property Rights, Firm Performance, and Recombinant Property

2000 ◽  
Vol 32 (4) ◽  
pp. 715-734 ◽  
Author(s):  
Allan M Williams ◽  
Vladimir Baláž
Keyword(s):  
Czech Republic ◽  
Property Rights ◽  
Financial Services ◽  
Firm Level ◽  
The Czech Republic ◽  
Neoliberal Reforms ◽  
Tourism Sector ◽  
Level Performance

Privatisation is one of the key elements of the package of neoliberal reforms in the transition economies of Central and Eastern Europe which collectively constitute the ‘sharp shock’ strategy. In this, privatisation is ascribed the role of redistributing and clarifying property rights, which is an assumed precondition for efficiency improvements in individual firms. In practice, the transformation is characterised by path dependency, cultural and political legacies, and uneven and partial reform of market institutions and of regulation. We contribute to the debate on the link between property rights and firm-level performance in three main ways. First, we analyse the tourism sector as a counterbalance to the emphasis in the existing literature on manufacturing and financial services; particular emphasis is given to the roles of ‘operators’ and the ‘nomenklatura’, and to complex, nonlinear shifts in property rights. Second, we assess the performance of tourism firms created by different forms of creative and distributive privatisation; this emphasises the diversity of property rights, market segmentation, and the capital and debt structures of firms. Third, the value of the concept of ‘recombinant’ property for analysing the complex and changing forms of property rights is critiqued. These arguments are illustrated through a case study of tourism in the Czech Republic and Slovakia.

Human Factors in Interactive Machine Learning: A Cybersecurity Case Study

2021 ◽  
Vol 65 (1) ◽  
pp. 1495-1499
Author(s):  
Mark H. Chignell ◽  
Mu-Huan Chung ◽  
Yuhong Yang ◽  
Greg Cento ◽  
Abhay Raman
Keyword(s):  
Machine Learning ◽  
Human Factors ◽  
Financial Services ◽  
Explicit Knowledge ◽  
Implicit Knowledge ◽  
Cyber Attacks ◽  
Transfer Data ◽  
Interactive Machine Learning

Cybersecurity is emerging as a major issue for many organizations and countries. Machine learning has been used to recognize threats, but it is difficult to predict future threats based on past events, since malicious attackers are constantly finding ways to circumvent defences and the algorithms that they rely on. Interactive Machine learning (iML) has been developed as a way to combine human and algorithmic expertise in a variety of domains and we are currently applying it to cybersecurity. In this application of iML, implicit knowledge about human behaviour, and about the changing nature of threats, can supplement the explicit knowledge encoded in algorithms to create more effective defences against cyber-attacks. In this paper we present the example problem of data exfiltration where insiders, or outsiders masquerading as insiders, who copy and transfer data maliciously, against the interests of an organization. We will review human factors issues associated with the development of iML solutions for data exfiltration. We also present a case study involving development of an iML solution for a large financial services company. In this case study we review work carried out on developing visualization dashboards and discussing prospects for further iML integration. Our goal in writing this paper is to motivate future researchers to consider the role of the human more fully in ML, not only in the data exfiltration and cybersecurity domain but also in a range of other applications where human expertise is important and needs to combine with ML prediction to solve challenging problems.

Innovation and Financial Inclusion in Kenya Innovation and Financial Inclusion in Kenya

2017 ◽  
pp. 207-227
Author(s):  
Josphat Njuguna Omanga ◽  
Johannes Kabderian Dreyer
Keyword(s):  
Mobile Phone ◽  
Financial Services ◽  
Financial Innovation ◽  
Disruptive Innovation ◽  
Financial Inclusion ◽  
Mobile Service ◽  
Informal Providers ◽  
Money Transfers

This chapter analyzes the role of financial innovation and mobile phone technologies to financial inclusion in Kenya. In order to do so, a case study on M-PESA is conducted, the leading mobile service of money transfers in Africa, which is offered by Safaricom. M-PESA services are cheap and easy to use in comparison to other formal and informal providers of financial services. It solves two different problems in Kenya: customers do not have to travel anymore long distances to reach financial services and more people can afford them. As result and in line with the literature, this chapter suggests that M-PESA services can be considered a type of disruptive innovation that promotes financial inclusion and wealth growth in Kenya.

Implementation and adoption of CRM and co-creation leveraging collaborative technologies

2020 ◽  
Vol 12 (1) ◽  
pp. 113-132
Author(s):  
Neeraj Kumar Dubey ◽  
Preeti Sharma ◽  
Purnima Sangle
Keyword(s):  
Customer Orientation ◽  
Real Life ◽  
Customer Relationship ◽  
Case Study Method ◽  
Content Type ◽  
Collaborative Technologies ◽  
Customer Centricity ◽  
The Relationship

Purpose This paper aims to study the role of the emerging technology landscape and collaborative platforms in customer relationship management (CRM) unravelling novel opportunities for mutual co-creation in Indian banking context. Design/methodology/approach This study used the case-study method for collecting various sources for “triangulation”. Findings The advancement of technology has drastically increased avenues of dialogue and access and brought transparency in the relationship, offering opportunities for co-creation and increased dependence on technology in CRM. A longitudinal approach explained how bank leveraged technology in multiple aspects of CRM for enhancing relationship quality and outcome. Research limitations/implications The study is exploratory in nature in Indian banking context, and thus it should be viewed as a preliminary step in contributing to the understanding of CRM in a new collaborative technology landscape. Practical implications This study explains the changing shape of CRM and provides relevance of customer orientation and offers insight about co-creation which has taken centre stage because of the emergence of collaborative technologies. Originality/value This study is possibly one of the first to conduct a case study to understand the way collaborative technological advancements are being exploited by organisations to develop superior CRM capability and achieve co-creation. This study analysed and comprehended the design and implementation of CRM in an Indian bank in real-life settings to gain a better understanding of the adoption of new collaborative technological advancements by a bank for customer centricity and facilitating co-creation.

Gender and Predictors of Multiplatform Media Uses: A Case Study of the Super Bowl

2013 ◽  
Vol 6 (3) ◽  
pp. 348-363 ◽  
Author(s):  
Roger Cooper ◽  
Tang Tang
Keyword(s):  
Gender Differences ◽  
Social Interaction ◽  
Super Bowl ◽  
Men And Women ◽  
Additional Information ◽  
Sporting Event ◽  
Digital Environments ◽  
Wide Scale

The 2012 Super Bowl was the most-watched television program in U.S. history and represented a wide-scale expansion to online and digital environments. This case study examined the role of gender in explanations for viewing the Super Bowl and for simultaneous media uses during the game. Results indicate that both men and women still relied on the traditional television for Super Bowl viewing. Newer media were used as a second-screen experience to complement the telecast or to gain additional information and social interaction. Gender differences underlie explanations for watching the Super Bowl on television and for simultaneous media uses. Findings suggest that women engaged with nonfootball elements that propel the Super Bowl from a sporting event to a societal event, whereas men indicated stronger interests in the game itself.

scholarly journals Misleading inferences from discretization of empty spacetime: Snyder-noncommutativity case study

2015 ◽  
Vol 24 (10) ◽  
pp. 1550073 ◽  
Author(s):  
Giovanni Amelino-Camelia ◽  
Valerio Astuti
Keyword(s):  
Hilbert Space ◽  
Quantum Mechanics ◽  
Quantum Gravity ◽  
Recent Progress ◽  
Covariant Formulation ◽  
Specific Context ◽  
Intrinsic Interest ◽  
Alternative Approaches

Alternative approaches to the study of the quantum gravity problem are handling the role of spacetime very differently. Some are focusing on the analysis of one or another novel formulation of "empty spacetime", postponing to later stages the introduction of particles and fields, while other approaches assume that spacetime should only be an emergent entity. We here argue that recent progress in the covariant formulation of quantum mechanics, suggests that empty spacetime is not physically meaningful. We illustrate our general thesis in the specific context of the noncommutative Snyder spacetime, which is also of some intrinsic interest, since hundreds of studies were devoted to its analysis. We show that empty Snyder spacetime, described in terms of a suitable kinematical Hilbert space, is discrete, but this is only a formal artifact: the discreteness leaves no trace on the observable properties of particles on the physical Hilbert space.

scholarly journals The Effect of Employee Empowerment and Work Stress on Employee Organizational Commitment Mediated by Job Satisfaction (Case Study of Financial Services Cooperatives in Denpasar)

2020 ◽  
Vol 7 (2) ◽  
pp. 92-103
Author(s):  
I Gede Suriadnyana
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Financial Services ◽  
Quantitative Research ◽  
Local Area ◽  
Partial Least Square ◽  
Least Square ◽  
Employee Empowerment

A cooperative is a business entity owned and operated by an individual for the benefit of members. The business outgrowth is aligned with the small-medium business expansion in the local area, Bali as general. The objectives of this study are to examine the effect of employee empowerment, job stress, organizational commitment, job satisfaction at the Financial Services Cooperative in Denpasar and to examine the role of job satisfaction in mediating the effect of employee empowerment on organizational commitment at the Financial Services Cooperative in Denpasar. The data for this study conducted from representable cooperatives in Denpasar based on the criteria of a minimum asset, and Good cooperate governance score, this researched collected 63 numbers of respondents by random sampling method. This study is implemented qualitative and quantitative research by spreading the questionnaire to the respondence and also interviewed after the respondence filled up the questionnaire, Partial least square (PLS) has been used as hypothesis testing. The results of this study show that (1). Employee empowerment process is effect positively significant to job satisfaction for the cooperatives employment, (2). Work field pressure has a positive effect on job satisfaction, (3). Work field pressure is positive but insignificantly effect to the organizational commitment, (4). Job satisfaction is showing positive insignificant effect toward the organizational commitment, (5). This research found that mediation factor between commitment and employee empowerment is work satisfaction.

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