Financial Implications of Capital Controls Enforcement on Large-Cap Companies Listed on the Athens Stock Exchange

The aim of this study is to examine the effects of the capital controls on the process and financial performance of large-cap companies operating in Greece listed on the Athens Stock Exchange. More specifically, the markets’ behavior is studied, as well as the reactions of the investors after the announcement of the implementation of the measure. The mixed method (quantitative research with questionnaires and qualitative research with interviews with financial managers and senior executives) was used. The main findings of the research are that the measure of capital controls: was deemed necessary and effective based on its aims, which were (a) the protection of the mass withdrawal of deposits and (b) the stabilization and security of the financial system had a significant effect on increasing the use of electronic banking. But also had significant negative effects: on the investment decisions of companies, on their competitiveness and reputation abroad, on the ability to raise new capital, on their liquidity and therefore on their ability to cope with key functions, as well as on their imports and exports. Keywords: Capital controls, listed large-cap companies, crisis, Athens Stock Exchange, Greece.

Evaluation of the quality of clinical laboratory services in the University Hospital of Kinshasa, Democratic Republic of the Congo

The evaluation of the quality of a service is the critical assessment of the degree to which the service, or its component, provides customers’ satisfaction. Monitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories and health care organizations. The purpose of this research is to evaluate the satisfaction level with laboratory services among attending physicians and to identify factors associated with satisfaction and priorities for quality improvement. A cross-sectional study was conducted at the University Hospital of Kinshasa. Data were collected through a reliable and valid interviewer-administered questionnaire and analyzed by using SPSS version 21. The correlation between associated factors and customer satisfaction was analyzed using the chi-square test and multivariate regression analysis. The Importance-Performance Analysis was the determinant of improvement priority. The overall level of customers’ satisfaction toward clinical laboratory services in this study was 45.2% with a response rate of 330 (100%). Gender (ORadj = 1.75, 95% CI 1.06, 2.91), Department (ORadj = 3.09, 95% CI 1.50, 6.37) and academic title (ORadj = 6.85, 95% CI 3.51, 8.81) were found to have a statistically significant association with the overall satisfaction. Results accuracy (I = 0.944, P = 4.7), laboratory turnaround time (I = 0.932, P = 4.8), and availability of all the tests requested by physicians (I = 0.917, P = 4.9) were the most important opportunities for quality improvement. The overall level of customers’ satisfaction with laboratory services was low. Thus, the laboratory management must establish preventive and corrective measures to improve the results’ accuracy, reduce the laboratory turnaround time, and ensure the availability of all the tests requested by physicians. Keywords: Customers satisfaction, clinical laboratory, services’ quality, continuous improvement, Democratic Republic of the Congo.

Relationship between customer satisfaction and customer loyalty in the clinical laboratory of the University Hospital of Kinshasa, Democratic Republic of the Congo

The customer satisfaction-customer loyalty association is one of the most vital relationships for marketing theory and practice. However, there is a lack of consensus in the literature and among researchers about the causal link between the two concepts. The purpose of this research is to determine the strength and direction of the relationship between customer satisfaction and customer loyalty in a clinical laboratory. This study proposes a mathematical model examining the relationship among two variables: customer satisfaction and customer loyalty. It is based on the survey data collected from 330 attending physicians in the University Hospital of Kinshasa. The chi-square test of independence and linear regression analysis techniques are used to investigate the relationship between the two variables. The key findings of the study indicate that customer satisfaction and customer loyalty are related (χ2 = 226.978, df = 1, p < 0.001). There is a strong positive significant linear relationship between the two variables (r = 0.892, N = 330, p < 0.001). The R2 value of 0.795 reveals that customer satisfaction accounts for 79.5% of the variation in customer loyalty. The mean customer loyalty value increases by 0.945 for every one unit change in customer satisfaction (loyalty = 0.945satisfaction + 0.347). Customer loyalty is a function of customer satisfaction. Laboratory management should concentrate on customer satisfaction to improve customer loyalty and, thus, assure laboratory survival in the current competitive environment. Keywords: Customers’ satisfaction, clinical laboratory, Democratic Republic of the Congo, Customers’ loyalty.

Analysis of the Performance of Cargo Clearance Formalities Based on Fuzzy VIKOR Clustering Model: A Case of Dar es Salaam Seaport

The ability of a seaport to attract traffic in a highly competitive environment can be negatively affected by its inefficiency and ineffectiveness of cargo clearance formalities. This study analyses the performance of cargo clearance processes at Dar es Salaam Seaport. A questionnaire survey was conducted on a random and stratified sampling of key cargo clearance service providers in Dar es Salaam Port. The data is analysed by Fuzzy VIKOR Clustering Model (FVCM) which is a combination of Fuzzy Clustering Model (FCM) and Fuzzy VIKOR Model (FVM). The results of the analysis reveal that the Customs Authority, Freight Clearing & Forwarding Companies, and Other Government Departments as the most effective agencies in business process management in the port. Moreover, Shipping Agents are the least effective agency in business process management in the port. Keywords: Seaport, Cargo Clearance, Fuzzy Clustering Model, Fuzzy VIKOR Model, Analysis