scholarly journals THE EFFECT OF EMPLOYEE NEEDS IDENTIFICATION ON EMPLOYEE PRODUCTIVITY IN SELECTED TELECOMMUNICATION COMPANIES IN SOUTH-WESTERN NIGERIA

2021 ◽  
Vol 7 (7) ◽  
pp. 488-495
Author(s):  
Eneji Samuel Eneji ◽  
◽  
Ibe Walter Eyong ◽  
Angib Maurice Udie ◽  
◽  
...  
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Service Providers ◽  
Geographical Location ◽  
Mobile Service ◽  
Learning Needs ◽  
Employee Productivity ◽  
Problem Solving Skills ◽  
Telecommunication Companies ◽  
Employee Needs

A significant challenge in the Nigerian work environment is the challenge of productivity. This challenge has been attributed to a long-held emphasis on training which is concerned with the immediate benefit of the organisation. This study examined the effect of employee needs identification on employee productivity measured how far the Nigerian corporate world has adjusted to this trend. The scope of the survey cut across the Nigerian telecommunication companies. Specifically, the objective of the study was to determine how the employee needs identification impacts employee productivity variables (employee problem-solving skills, employee effectiveness, employee efficiency, and employee innovation and creativity). The population of the study consists of all employees who are engaged in the operations of the three main mobile service providers in Lagos State, Nigeria which was a total of 359. The sample size of 359 was arrived at using a census approach because the population of all the three firms’ customer service centres and the total number of employees of their customer service centres are within the Lagos geographical location. The study adopted the survey research design to generate findings from quantitative data. Results were analysed with structural equation modelling with Path coefficients, and Statistics used to measure the variables. From the study’s findings, variables measured had a high effect on each other, with employee needs identification directly and significantly influencing employee productivity. It was recommended that management must assess the learning requirements of individual employees and cater for their learning needs in order to have a more productive workforce

An Exploration of Antecedents of Initial Trust in M-Payments

2021 ◽  
Vol 19 (4) ◽  
pp. 80-102
Author(s):  
Hemantkumar P. Bulsara ◽  
Esha A. Pandya
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Mobile Network ◽  
Negative Influence ◽  
Equation Modeling ◽  
Mobile Service ◽  
Cross Sectional Survey ◽  
Initial Trust ◽  
Cross Sectional

This study aims to investigate factors influencing the formation of consumers' initial trust in m-payments in a developing country such as India. Despite being considered a significant pre-adoption factor, initial trust in m-payments has remained underexplored. To fulfill this research gap, a cross-sectional survey of 1,087 respondents has been conducted, and the analysis has been done using factor analysis and structural equation modeling. Results indicate that consumers' awareness about m-payments and perceived integrity of mobile service providers positively influence initial trust, whereas perceived risks have a significant negative influence, and perceived opportunism of service provider has a marginally significant influence on the formation of initial trust. The findings will be helpful to the m-payment vendors, mobile network operators, and technology providers to enhance trust-building mechanisms in mobile payment systems that can have a positive impact on the adoption and usage of m-payments.

scholarly journals The Development of Customer Loyalty Model for Mobile Travel Agent Application

2019 ◽  
Vol 21 (1) ◽  
pp. 1
Author(s):  
Budhi Prihartono ◽  
Muhammad Azhar Ashari ◽  
Aldila Rizkiana
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Sem Analysis ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Mobile Service ◽  
Travel Agent ◽  
Five Dimensions

The growth of smartphone users in Indonesia opens up business opportunities for service providers, in particular via m-commerce. However, along with these great opportunities and rivalry, service providers are required to make consumers faithful to the products and services they deliver.  This research aimed to develop a conceptual model for an application based on m-commerce, particularly in the context of the mobile travel agent application.  The research model was based on the application of five dimensions of mobile service quality (M-S-QUAL), customer engagement, and commitment as the predecessor factors of customer loyalty.  The study was conducted on 760 MTA application users who participated in an online survey.  The data were divided into two groups based on the level of income to be further analyzed using the Multigroup Structural Equation Modeling (SEM).  The Multigroup SEM analysis showed that the concept of customer loyalty was explained differently by the two groups with different income levels.

scholarly journals Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

2021 ◽  
Vol 13 (14) ◽  
pp. 7625
Author(s):  
Dung Minh Nguyen ◽  
Yen-Ting Helena Chiu ◽  
Huy Duc Le
Keyword(s):  
Sustainable Development ◽  
Customer Service ◽  
Structural Equation ◽  
Information Quality ◽  
Service Providers ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Continuance Intention ◽  
Information Systems Success

To improve customer experience and achieve sustainable development, many industries, especially banking, have leveraged artificial intelligence to implement a chatbot into their customer service. By integrating DeLone and McLean’s information systems success (D&M ISS) model and the expectation confirmation model (ECM) with the factor of trust, the aim of this study was to investigate the determinants of users’ continuance intentions towards chatbot services in the context of banking in Vietnam. A total of 359 questionnaire surveys were collected from a real bank’s chatbot users and analyzed using structural equation modeling. The findings revealed that users’ continuance intentions towards the banks’ chatbot services were influenced by satisfaction, trust, and perceived usefulness, of which trust had the strongest effect. The results also indicate that information quality, system quality, service quality, and confirmation of expectations had significant effects on three drivers of continuance intention in different ways. Our study contributes to the literature by providing a more comprehensive viewpoint to understand the perceptions and reactions of chatbot users in the post-adoption stage. The results of this study also yield several key suggestions for banking service providers on how to increase their customers’ intentions to continue using chatbot services, serving as a basis for long-term and sustainable development strategies in the current digital era.

Variable Selection of Customers for Churn Analysis in Telecommunication Industry

2018 ◽  
Vol 10 (1) ◽  
pp. 17-32
Author(s):  
Vishal Mahajan ◽  
Renuka Mahajan
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Organizational Adaptation ◽  
Customer Relationship ◽  
Impact Factors ◽  
Telecommunication Industry ◽  
Mobile Service ◽  
Customer Churn ◽  
Mobile Industry ◽  
Number Of Customers

The telecommunication industry considers customer relationship management as a significant issue for organizational adaptation. Mobile service providers have enforced CRM with the objective to reduce the number of customers that churn. The objective of this article is to detect high impact factors leading to customer churn in the mobile industry over the present-day market situation in Delhi-NCR by using a questionnaire survey and examine their importance. The study is done to understand usage patterns of customers using mobile data services. The data collected was analyzed using descriptive statistics to identify the most common issues to identify attributes of selecting a service provider, cellular usage, and service quality. Thus, the authors have selected possible variables for modeling the decision tree to build a churn prediction model. A renewed customer service, after analyzing this experience, could predict those customers who are at risk of switching to a different provider.

Enhancing E-Commerce Processes with Alerts for Credit Card Payment

2012 ◽  
pp. 133-147
Author(s):  
Dickson K.W. Chiu ◽  
Winnie N.Y. Yan ◽  
Eleanna Kafeza ◽  
Matthias Farwick ◽  
Patrick Hung
Keyword(s):  
Web Services ◽  
Customer Service ◽  
Call Center ◽  
Credit Card ◽  
Service Oriented Architecture ◽  
Service Providers ◽  
Process Integration ◽  
Exception Handling ◽  
Mobile Service ◽  
Card Payment

With keen competition and the continuous quest for service improvement, e-commerce processes are becoming increasingly complex. Recent adoption of the Service-Oriented Architecture has further facilitated cross-organizational process enactment and enabled e-commerce enhancement. Despite a customer interacting with one website, multiple parties are actually involved at the backend such as logistics, services, and payment. As the payment process is indispensable for transactions, the authors choose this as the case study. To enhance the security of the payment process, credit card providers have already been using secure processing services to encrypt the credit card information. But if an unauthorized person knows the credit card information, they can still perform any payment illegally. To address this problem, the authors design a Notified Credit Card Payment System (NCCPS) to handle the notification and confirmation process enhancement. Through an Alert Management system component, the NCCPS systematically integrates the communication between merchants, banks or credit card service providers, and mobile service providers by the means of Web services and SMS technologies. The NCCPS also integrates with the customer service call center for the cancellation processes and exception handling. The authors demonstrate the effectiveness of the use of Web services and alerts in e-Commerce and process integration.

scholarly journals The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services

2020 ◽  
Vol 24 (2) ◽  
pp. 155-175
Author(s):  
Trevor Alexander Smith
Keyword(s):  
Customer Satisfaction ◽  
Personality Traits ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Service Providers ◽  
Mobile Services ◽  
Mobile Service ◽  
Content Type

Purpose The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers, mediated by attitude-to-brand considering the fierce competition and the fast industry growth. Design/methodology/approach The study used a cross-sectional design and a survey of mobile service customers. For the empirical analysis, the structural equation models were applied (partial least squares). Findings The results suggest that customers who are agreeable, neurotic and open to new experience are more likely to be satisfied with mobile services than other personality types. In addition, the satisfaction-loyalty link is fully mediated by attitude-to-brand. Hence, satisfaction is not a direct driver of loyalty in the mobile services business and loyalty is achieved when service providers simultaneously focussed on the customers’ satisfaction and their attitudes towards brands. Practical implications The study identified the personality trait drivers of customer satisfaction and the path to customer loyalty in the mobile services sector. With this information, mobile service providers should be better able to target and retain customers. Originality/value The study offers new insights into customer behaviour by using personality traits to identify requirements for achieving customer satisfaction, customer loyalty and attitude-to-brand.

scholarly journals CUSTOMER SATISFACTION DETERMINANTS IN NIGERIA TELECOMMUNICATION FIRMS: THE CASE OF CUSTOMER SUPPORT SERVICES AND ASSURANCE

2014 ◽  
Vol 6 (1) ◽  
pp. 905-914
Author(s):  
KENNETH C. ADIELE ◽  
MIEBAKA, D. GREND.
Keyword(s):  
Customer Satisfaction ◽  
Support Services ◽  
Service Providers ◽  
Linear Regression Analysis ◽  
Mobile Service ◽  
Customer Support ◽  
Telecommunication Companies ◽  
Telecom Service ◽  
Study Population ◽  
Service Assurance

This study examines the effect of customer support services and service assurance on customer satisfaction. The study population was the five functional telecommunication companies registered and listed by the Nigeria Communication Commission (NCC) and the Corporate Affairs Commission (CAC). Data was generated from 200 customers of these mobile service providers which were randomly chosen. Out of the 200 distributed copies of structured questionnaire, 173 copies were returned and qualified for use. Descriptively, the study variables were presented and inferentially, the simple linear regression analysis was used in testing the various hypotheses. It was found that a significant relationship exist between customer support services, service assurance and customer satisfaction. The study therefore concluded that customer support services and service assurance affect customer satisfaction. Hence, the authors recommended that in order for the telecom service providers to enhance their level of customer satisfaction they should improve their service assurance while taking cognizance of customer support services since it significantly impacts on their level of customer satisfaction.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

Understanding Customers' Continuance Intention

2021 ◽  
Vol 52 (2) ◽  
pp. 68-93
Author(s):  
Bangaly Kaba
Keyword(s):  
Information And Communication Technologies ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Continuance Intention ◽  
Internet Service ◽  
Digital Inequality ◽  
Internet Users ◽  
The Difference ◽  
Use Behavior

The purpose of this study is to understand the difference between Internet users' continuing use behavior in the context of digital inequality. Data were collected through a survey of Internet users in the Ivory Coast. The structural equation modeling technique was used to test the research hypothesis. This study showed empirically that concern over information and communication technologies (ICT) access as an explanation for digital inequality should be toned down. This research suggests emphasizing alternative factors to explain Internet sustained use intention by underprivileged individuals, including normative beliefs. The results will help internet service providers, governments, and international aid agencies to better understand users' behaviors or reactions to ICT available to them. This understanding provides a foundational platform upon which viable and effective information technology-enabled solutions and policies can be conceptualized and implemented. This study is one of the few that integrate three salient beliefs to differentiate ICT use continuance intention in the context of digital inequality.

scholarly journals Differentiated Instruction in Mixed - Ability Groups the Jigsaw Strategy -

2016 ◽  
Vol 22 (2) ◽  
pp. 407-412
Author(s):  
Simona Boştină-Bratu ◽  
Alina Negoescu
Keyword(s):  
Foreign Language ◽  
Differentiated Instruction ◽  
Educational Background ◽  
Team Work ◽  
Learning Needs ◽  
Skill Levels ◽  
Student Centered ◽  
Problem Solving Skills ◽  
Teaching Learning ◽  
Instruction Strategies

Abstract An effective teaching-learning environment is student-centered, student-driven, allowing teachers to meet students’ learning needs and help them make progress in a variety of ways. This paper aims at analyzing some of the cooperative learning methods used to create more flexibly-designed foreign language lessons, where students’ skill levels, educational background, interests and motivation are heterogeneous. It focuses on differentiated instruction strategies, such as team work and jigsaw teaching, as well as on ways of implementing them appropriately and effectively in the foreign language classroom. We will start with an overview of some theoretical contributions and definitions concerning the differentiated instruction and the jigsaw classroom. The study mainly focusses on the jigsaw classroom as an effective technique meant to encourage students to involve in learning activities, interact and share knowledge and information, developing their linguistics, social and problem-solving skills, necessary in international environments, in such areas as communication, leadership, and decision-making.

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