Customer Service Delivery Research Articles

Lessons from AI in finance: Governance and compliance in practice

This article examines the evolution and implementation of AI governance frameworks in financial institutions, focusing on the critical aspects of regulatory compliance and risk management. The article investigates how financial institutions have transformed their operations through AI adoption, particularly in areas such as fraud detection, customer data privacy, and regulatory compliance. By analyzing current governance practices, success factors, and implementation challenges, the article demonstrates the significant impact of AI on operational efficiency, risk management, and customer service delivery. The article highlights the importance of early compliance integration, transparent documentation, and continuous monitoring in successful AI governance frameworks, while also addressing future considerations including enhanced regulatory scrutiny, evolving privacy regulations, and the growing emphasis on ethical AI implementation.

Exploring Consumer Satisfaction and Service Quality at Bhatbhateni Supermarket

Background: Customer satisfaction and service quality are pivotal to the success of businesses, particularly in the competitive retail landscape of Kathmandu. Bhatbhateni, as one of the leading retail chains in Nepal, plays a crucial role in offering a wide array of products and services. Understanding customer perceptions regarding service quality and satisfaction is essential for enhancing operational strategies and maintaining a competitive edge in this dynamic market. Objectives: This study aims to analyze the demographic profile of Bhatbhateni's customers, evaluate their perceptions of service quality and satisfaction, identify key service needs and expectations, and assess the likelihood of repurchase and recommendations among customers. Methods: A quantitative research approach was employed, utilizing structured questionnaires distributed to a sample of 120 customers of Bhatbhateni, selected through convenience sampling to ensure a diverse representation of gender and age. The questionnaire encompassed demographic inquiries and Likert scale items measuring customer satisfaction, service quality, and overall service experience. Data analysis involved descriptive statistics to summarize findings and identify trends in customer perceptions. Findings: The results indicated that the sample comprised 53.3% male and 46.7% female customers, with 61.7% of respondents aged between 15-25 years. A substantial 70.0% of respondents felt that Bhatbhateni understood their service needs effectively. In terms of satisfaction levels, 43.3% of customers reported being somewhat satisfied, while 12.5% expressed being very satisfied with the products. Moreover, 45.8% of respondents rated Bhatbhateni's quality management as good, and 41.7% positively rated staff responsiveness. Additionally, 48.3% indicated a high likelihood of repurchasing products, and 61.7% stated they would likely recommend Bhatbhateni to others. Conclusion: The study reveals a generally positive perception of service quality among Bhatbhateni's customers, highlighting key areas of strength and potential for improvement. Customer satisfaction is significantly influenced by the understanding of service needs and the quality of management. These findings suggest that Bhatbhateni is well-positioned for sustained growth through enhanced customer engagement and service delivery. Novelty: This research contributes valuable insights into the relationship between service quality and customer satisfaction within the specific context of Bhatbhateni, a prominent retail chain in Nepal. By employing a structured questionnaire and statistical analysis, the study adds to the limited existing literature on customer service perceptions in Nepal's retail sector. The findings can guide Bhatbhateni and similar businesses in developing targeted strategies to improve customer satisfaction and loyalty, ultimately enhancing business service management practices in the region.

INNOVATIVE MACHINE LEARNING APPROACHES TO FOSTER FINANCIAL INCLUSION IN MICROFINANCE

This study examines the application of machine learning algorithms to enhance financial inclusion in microfinance, focusing on credit scoring, risk and fraud detection, and customer segmentation. We performed feature engineering and employed models such as Logistic Regression, Decision Trees, Random Forests, Gradient Boosting Machines (XGBoost and LightGBM), Support Vector Machines (SVM), Autoencoders, Isolation Forests, and K-means Clustering. LightGBM achieved the highest accuracy (89.6%) and AUC (0.92) in credit scoring, while Random Forests demonstrated strong performance in both loan approval (86.7% accuracy) and fraud detection (87.6% accuracy, AUC of 0.88). SVM also performed competitively, and unsupervised methods like Autoencoders and Isolation Forests showed potential for anomaly detection but required further refinement.K-means Clustering excelled in customer segmentation with a silhouette score of 0.72, enabling tailored services based on client demographics. Our findings highlight the significant impact of machine learning on improving credit scoring accuracy, reducing fraud risks, and enhancing customer service delivery in microfinance, thereby promoting financial inclusion for underserved populations. Ethical considerations and model interpretability are crucial, particularly for smaller institutions. This study advocates for the broader adoption of machine learning in the microfinance sector.

Impact of Customer Service Management on the Survival of Micro, Small and Medium Scale Enterprise (MSMEs) in Asaba, Delta State, Nigeria

Currently, many micro, small and medium-scale enterprises suffers from a crumbling infrastructure that acts as a significant drag on operational efficiency and, consequently, customer service delivery, hence, the study examined the impact of customer service management on the survival of micro, small, and medium scale enterprises (MSME) in Asaba, Delta State, Nigeria. The study adopted Descriptive Survey Research Design. Data were collected using structured questionnaire. Hypotheses were tested using Correlation Analysis and OLS Regression with the aid of Statistical Packages for Social Sciences (version 25). Findings revealed that there is a revealed significant impact of customer service management on the survival of micro, small, and medium scale enterprises (MSME) in Asaba, Delta State, Nigeria. The findings concluded that the research offers a foundation for future studies and interventions aimed at optimizing business performance and underscores the critical importance of customer-related factors in the success of MSMEs. The study recommended that MSMEs should invest in comprehensive customer satisfaction programs, also, streamline their customer support systems to ensure that issues are resolved quickly and effectively during the first contact, lastly, develop robust retention strategies.

Perceptions and challenges of blockchain adoption in tourism industry: a study on trust, privacy and security

Purpose This study aims to investigate the perceptions of service providers in the travel and hospitality industry toward the adoption of blockchain technology (BCT), focusing on its impact on consumer experiences and expectations, especially in terms of trustworthiness and the management of privacy and security concerns. Design/methodology/approach The research used a quantitative methodology, collecting data from 135 industry practitioners across five tourism sectors (lodging, connected industries, entertainment, FandB, transportation) in Europe. This approach aimed to understand the diverse perspectives on the benefits and challenges of implementing BCT in their opera Findings The results indicate mixed perceptions regarding blockchain adoption. While there are positive views on BCT’s potential to enhance customer experience and service quality, there are significant concerns about its impact on trust and security. A consensus exists between customer and provider perspectives on BCT’s trustworthiness, but significant differences were observed in views on privacy and security enhancement. Originality/value This research contributes to the existing literature by providing insights into the service providers’ and customers’ perspectives on BCT within the travel and hospitality industry. It underscores the complexities of adopting new technologies and calls for more in-depth studies to address the identified concerns, thereby offering a novel viewpoint on the adoption of distributed ledger technologies in enhancing customer experience and service delivery.

From Experience to Loyalty: Understanding the Dynamics of Customer Trust in Indonesia’s Mobile Banking Industry

Objective: In the rapidly evolving financial services industry, Mobile Banking has emerged as a critical platform for customer engagement and service delivery. With the increasing adoption of mobile technologies, understanding the factors that drive customer loyalty in Mobile Banking has become a strategic priority for service providers. Key elements such as customer experience, satisfaction, trust, and loyalty intention play pivotal roles in shaping customer perceptions and behaviors. This study investigates the relationships between customer experience, customer satisfaction, trust, and loyalty intention among Mobile Banking customers in Indonesia. Method: The study utilizes an explanatory research methodology, following a quantitative approach within the positivist paradigm. This methodology is designed to clarify the causal relationships between variables, examining both direct and indirect effects. Using data from 477 respondents, analyzed through Structural Equation Modeling - Partial Least Squares (SEM-PLS). Results and Discussion: The findings reveal that enhancing customer experience significantly boosts trust, while customer satisfaction strongly influences both trust and loyalty intention. Although customer experience does not directly impact loyalty intention, customer satisfaction plays a crucial role in fostering customer loyalty. Trust also serves as an important mediator between customer satisfaction and loyalty intention, highlighting its role in strengthening customer relationships. Research Implications: The study's focus on Indonesian customers may limit the generalizability of the findings to other geographical contexts. Cultural differences, variations in mobile banking adoption rates, and differing regulatory environments across countries could influence customer behavior and perceptions, suggesting that the results may not be universally applicable. Originality/Value: The study’s emphasis on trust as a mediator between satisfaction and loyalty provides novel insights, particularly relevant for practitioners aiming to navigate the competitive landscape of Mobile Banking.

Technological Integration in CRM: A Case Study of Madurai's Hospitality Sector

This study examines the role of technological integration in Customer Relationship Management (CRM) within Madurai's hospitality sector, focusing on how digital tools and software solutions enhance customer engagement and service delivery. As the tourism and hospitality industry in Madurai continues to grow, driven by its cultural significance and heritage, effective CRM practices have become essential for maintaining competitive advantage. This case study investigates how hotels, restaurants, and tour operators in Madurai leverage CRM technologies to streamline operations, personalize guest experiences, and foster long-term relationships. The research analyses the adoption of CRM software, mobile applications, and data analytics in enhancing customer satisfaction, increasing retention rates, and improving operational efficiency. Findings reveal that while the use of technology in CRM has significantly improved service standards and customer interactions, challenges such as system integration, staff training, and cost constraints remain. This study offers insights into the potential of technological CRM solutions to transform the hospitality landscape in Madurai, contributing to both academic literature and practical applications in the tourism and hospitality industries.

Cloud accounting and the performance of deposit money banks in Nigeria

The current technological era of the 4th Industrial Revolution (4IR) and the realities of the COVID-19 pandemic brought about challenges and opportunities for DMBs; these challenges necessitated this study. The study examined empirically the relationship between cloud accounting and improved customer service delivery, which have effect in the financial performance of deposit money banks (DMBs). The study adopted cross-sectional survey research design. The structured Lickert scale questionnaire was raised from the objectives of the study and administered to the information technology and communication (ICT) unit of the sampled DMBs. The outcomes of the administered questionnaires were analyzed using the descriptive statistics and Spearman’s Rank Correlation Coefficient. Results show that cloud accounting has a significant positive relationship with financial performance of DMBs. In addition, Information Technology Trust has a positively significant moderating effect on the relationship between cloud accounting and financial performance DMBs. Also, the study revealed that Visualized Transaction Reporting and Self-service Transaction Reporting have significant positive relationship with productivity and profitability of DMBs. In conclusion, cloud accounting significantly moves in the same direction as financial performance. Hence, the study recommends that banks should do more investment in cloud accounting technologies for improve customer service delivery in their operations, which will in the end boost financial performance.

Analysis of Service Quality PT Pos Indonesia to Improve Market Share

In Indonesia's postal and logistics business, PT Pos Indonesia faces increased competition. Despite logistics' annual growth, the company's market share has declined. To be competitive in the courier and logistics market, PT Pos Indonesia must design a business strategy to improve its service quality and complement its good operational performance. This requires recognizing customer priorities and improving the company's performance in these areas. PT Pos Indonesia can use Importance-Performance Analysis (IPA) to identify customer-important service quality dimensions and underperforming areas by conducting internal and external evaluations. This complete strategy will allow PT Pos Indonesia to prioritize its efforts, strategically allocate resources, and focus on service quality that will most effect customer satisfaction. Based on the investigation, integrated logistic cooperation and solutions were presented to fill service shortages. These efforts used integrated logistical partnerships, staff advocacy, and an advanced marketing platform to improve coordination and delivery speed, employee competencies, and consumer insights. These measures were meant to bridge the gap between customer expectations and service level agreements, delivery speed, personnel competence, and customer needs. These techniques can help PT Pos Indonesia boost customer satisfaction and market share.

Artificial intelligence: an overview of research trends and future directions

PurposeThis study aims to offer an overview of hospitality and tourism research on artificial intelligence (AI) and its impact on the industry. More specifically, this study examines hospitality and tourism AI research trends in hospitality and tourism customer service experience creation and delivery, service failure and recovery, human resources and organizational behavior. Based on the review, this study identifies the challenges and opportunities and provides directions for future studies.Design/methodology/approachA narrative synthesis approach was used to review the hospitality and tourism research on AI and its impact on various aspects of the industry.FindingsAI and AI applications in customer service experience creation and delivery and its possible effects on employees and organizations are viewed as a double-edged sword. Although the use of AI and AI applications offers various benefits, there are also serious concerns over the ethical use of AI, the replacement of human employees by AI-powered devices, discomfort among customers and employees and trust toward AI.Originality/valueThe paper offers an updated holistic overview of AI and its implications in different facets of the hospitality and tourism industry. Challenges and opportunities are discussed to foster future discussions on the use of AI among scholars and industry professionals.

WiSeCart: Sensor-based Smart-Cart with Self-Payment Mode to Improve Shopping Experience and Inventory Management

Superstores are often rippled with people from a variety of the pyramid structure from lower, middle and higher-levels of the pyramid. These malls often transform onto a busy-bee hub with people wishing to explore the merits of discounted product prices and special offers. This, however causes a surge in traffic coupled with the enticing promotions that then lead to endless queues at the various cash-sales point and check-out counters. This case often poses inherent challenges both for business owners and customers due to time constraint, product substitution and quantity tracking in such malls. The study proposes WiSeCart – a wireless sensor-based shopping cart with near feature compatibility feat. Result shows that the integration of a self-payment system via the NFC tech provisions the system with: (a) reduced queue time so that customers can finish their shopping quicker with fast-paced checkout process, (b) yields increase inventory management efficiency with reduced errors from customer data entry using NFC communication stickers, and (c) improved data management capability that allow for further study of customer behaviour for improved customer experience and service delivery, which will in turn equip business owner with better managerial decision support. Keywords: wireless sensor-networks, smart-carts, shopping trolley, customer experience, superstores Journal Reference Format: Brizimor, S.E., Okpor, M.D., Yoro, R.E., Emordi, F.U., Ifioko, A.M., Odiakaose, C.C., Ojugo, A.A., Ejeh, P.O., Abere, R.A., Ako, R.E., Geteloma, V.O., (2024): WiSeCart: Sensor-based Smart-Cart with Self-Payment Mode to Improve Shopping Experience and Inventory Management. Social Informatics, Business, Politics, Law, Environmental Sciences & Technology Journal. Vol. 10, No. 1. Pp 53-74. www.isteams/socialinformaticsjournal. dx.doi.org/10.22624/AIMS/SIJ/V10N1P7

Augmented and virtual reality in financial services: A review of emerging applications

In the contemporary financial landscape, the advent of Augmented Reality (AR) and Virtual Reality (VR) technologies heralds a transformative era, redefining the paradigms of customer engagement, service delivery, and educational methodologies within the sector. This paper embarks on a scholarly expedition to dissect the integration of AR and VR technologies in financial services, elucidating their evolutionary trajectory, foundational concepts, and the burgeoning implications of their adoption across various facets of the industry. Anchored by a qualitative research design, the study meticulously navigates through the technological advancements, applications, theoretical frameworks, and the regulatory and security considerations that encapsulate the AR and VR domains within financial services. The investigation reveals a nascent yet rapidly evolving landscape, where AR and VR technologies emerge as potent catalysts for innovation, operational efficiency, and competitive differentiation. The findings underscore the strategic importance of AR and VR in enhancing customer experiences, democratizing financial education, and fostering a culture of continuous innovation and adaptation. Conclusively, the paper articulates pragmatic recommendations for overcoming the multifarious challenges associated with AR and VR integration, advocating for a strategic, informed, and ethical approach to harnessing their transformative potential. This scholarly endeavor not only achieves its aims and objectives with academic rigor but also contributes a seminal perspective to the discourse on digital transformation in financial services, urging stakeholders to transcend traditional paradigms and embrace the digital renaissance heralded by AR and VR technologies.

Komunikasi Pemasaran Offline to Digital (O2O) PT. Bank Aladin Syariah Tbk.

This study investigates PT Bank Aladin Syariah Tbk's marketing communication strategy transitioning from online to offline (O2O) channels, aiming to enhance customer engagement. Employing qualitative descriptive methodology, data were collected through non-participant observation, literature review, and archival analysis, utilizing purposive sampling for key informant selection. Data analysis involved reduction, presentation, and verification. Findings reveal Bank Aladin's active utilization of digital promotional mix via social media platforms and partnership collaborations with Alfamart convenience stores, employing a co-branding strategy to maintain hard-selling approaches for customer acquisition and third-party funds. Moreover, Bank Aladin launched a Shariah-compliant banking application with user-friendly and seamless features, garnering 3.2 million downloads and over 1.7 million registered users since December 2022. This study underscores the efficacy of integrating online platforms and strategic partnerships in enhancing customer outreach and service delivery within the Islamic banking sector.

Perceptions on Effectiveness of EPICOR System on Pharmaceutical Inventory Management in Tanzania: A Case Study of Medical Stores Department (MDS) in Dar es Salam

This study aimed to assess the perceptions of the effectiveness of EPICOR-10 System on pharmaceutical inventory management in Tanzania taking the Medical Stores Department (MSD) in Dar es Salaam office as a case study. The study espoused qualitative and quantitative approaches under the case study design. Simple random and purposive designs were used to choose 76 samples while surveys and in-depth interviews were employed in data collection. Likert scale was used to measure respondents’ perceptions of the effectiveness of the system whereas five (5) point ordinal scales were used to rate the respondent's degree to which they agree or disagree with its effectiveness on pharmaceutical inventory management at MSD. The study revealed that the majority of the respondents 57.9% and 42.1% strongly agree and agree respectively that the system is effective in customer service delivery, while 48.7% and 31.6% of respondents strongly agree and agree respectively that the system helped in inventory tracking. Nevertheless, 36.8% and 46.1% of the respondents strongly agree and agree correspondingly that the system helps in cost reduction. Moreover, 48.7% and 35.5% of the respondents strongly agree and agree that the EPICOR-10 system enabled time-saving whereas 39.5% and 36.8% of the respondents also strongly agree and agree respectively that the system provides the accuracy of real-time information when managing pharmaceutical inventory issues. The study recommends that MSD should continue to utilize EPICOR-10 system effectively in inventory management practices while more considerations should be taken on improving the system in the areas of its flexibility when integrating with other activities of the organization. However, regular training programs to capacitate staff and other users on advanced features and functionalities of the system are essential for the continuous improvement of pharmaceutical inventory management in Tanzania and other health sectors in developing countries.

Enhancing banking governance: A machine learning-based credit risk classification

<p>Risk management in the banking sector has gained heightened significance following the 2008 Global Financial Crisis. With the advent of Machine Learning (ML) techniques, financial institutions are increasingly turning to Artificial Intelligence (AI) for enhanced risk assessment and management. This paper introduces a systematic protocol for implementing a decision tree classifier tailored for credit risk classification. Additionally, we develop a user-friendly web application utilizing the Flask framework and Python Pickle library. This application offers customers an intuitive interface to input their attributes and receive predictions regarding their credit risk classification. Our empirical findings demonstrate that the Support Vector Machine (SVM) achieves a commendable accuracy of 77% in classifying customers based on their banking data. Furthermore, the web application proves to be an effective means for customers to interact with the ML model, enhancing accessibility and user engagement. These outcomes underscore the substantial benefits that ML techniques can bring to the banking industry, enabling improved risk detection and management while concurrently enhancing customer service delivery.</p>

An Investigation into Antecedents of Customer Satisfaction and Loyalty with Reference to Online Purchasing Behavior

Customer satisfaction and loyalty in the context of online purchasing behavior are influenced by various antecedents, which encompass a wide array of factors ranging from website usability to post-purchase services. Understanding these antecedents is crucial for businesses aiming to thrive in the competitive landscape of e-commerce. The primary antecedents of customer satisfaction in online shopping are website usability. Factors such as intuitive interface design, clear navigation menus, and efficient search functionalities contribute to a positive user experience, leading to higher levels of satisfaction. The study concluded that action and loyalty in online purchasing behavior are influenced by a myriad of antecedents, including website usability, product information, security, and customer service quality, delivery services, perceived value, trust, personalized experiences, and loyalty programs. By understanding and addressing these antecedents effectively, businesses can enhance the overall shopping experience, cultivate loyalty, and drive sustainable growth in the dynamic landscape of e-commerce.

Banking and Investment in the Future: Unveiling Opportunities and Research Necessities for Long-Term Growth

The current era in the banking and investment sectors is marked by significant shifts propelled by new regulations, changing consumer preferences, and rapid advancements in technology. These forces are not only reshaping the operational landscape but are also setting the stage for future transformations. This paper delves into the heart of these changes, examining how the banking and investment arenas are adapting and what challenges they may encounter moving forward. It highlights the importance of research in identifying opportunities for growth and innovation within this dynamic environment. In particular, the advent of artificial intelligence (AI), the tightening of regulatory frameworks, and the emergence of public banking initiatives are creating new paradigms. Likewise, the integration of financial technology and digitalization is opening up unprecedented avenues for customer engagement and service delivery. However, these advancements also bring challenges, including managing the digital transition and addressing workforce needs in the face of automation and new competencies. This comprehensive analysis aims to equip investment banks and financial institutions with the insights necessary to navigate the evolving financial landscape successfully. By understanding the current state of the industry and anticipating future trends, these entities can strategically position themselves to leverage technological innovations, comply with regulatory demands, and meet the ever-changing preferences of their customers. Ultimately, this paper seeks to foster a dialogue that will lead to more informed decision-making and strategic planning, ensuring that the banking and investment sectors can continue to thrive in an increasingly complex and interconnected global economy.

Digital Apparel Try-Ons: A Technological Odyssey into the World of Virtual Dressing Rooms and Consumer Engagement

This individual can now enjoy internet shopping whenever they want and from anywhere in the world thanks to the invention of smartphones and tablets. Online shopping has unquestionably taken the place of conventional methods for purchasing apparel and daily necessities. People benefit from a reputation as they pick internet buying. Almost all online retailers offer payment on delivery, free shipment, and special rates these days. These internet merchants have eliminated the hassles of parking, stuck in traffic, and standing in line to make purchases. They have also helped folks who consistently lament their lack of time. This is the primary justification for why most consumers now shop online. They may easily access a wide choice of affordable prices here, and they also get quick customer service and free home delivery. There is no denying that these are a few of the alluring aspects that draw customers in. Even though there is a minor problem that can make people lose interest in online buying, they might not be able to try on garments in such situations. By establishing a virtual changing room setting, the aim is to improve accessibility and time efficiency for trying on clothing. Our proposed methodology consists of three main components: skin color recognition, model alignment, and user image extraction from the video stream. Through user extraction, we may create an augmented reality environment by taking the user area out of the video stream and superimposing it on top of a simulated world within the user interface. To match the 2D cloth models with the use of scaling, rotation, and positioning using the 3D locations of the joints.

Quality Management Techniques and Performance of Oil Servicing Companies In Rivers State, Nigeria

To succeed in the volatile environment of the oil industry, oil servicing firms rely on technical change, heavy investment in high technology and intellectual capital to sustain performance and attain competitive advantage. Hence, the research on Quality Management Techniques and Performance of Oil Servicing Companies in Rivers State, Nigeria. The population of the study comprised of all the thirty (30) oil servicing companies in Rivers State as at 31 December, 2021 as culled from the Federal Ministry of Petroleum Resources of Nigeria. Correlation Analysis Pearson’s Product Moment Correlation (PPMC) and Factor Analysis was used to analyse the data collected. From the Pearson correlation (PC) Coefficient result displayed in table 4.4, it was discovered that quality audit has a positive statistically significant relationship with customer service delivery of oil servicing companies in Rivers State. Keywords: Quality management, Techniques, Sustained Performance, Nigeria

THE INFLUENCE OF INTERNET BANKING ON OPERATIONAL PERFORMANCE: A CASE STUDY OF COMMERCIAL BANKS IN NAKURU COUNTY, KENYA

"The Influence of Internet Banking on Operational Performance: A Case Study of Commercial Banks in Nakuru County, Kenya" investigates the impact of internet banking on the operational performance of commercial banks in Nakuru County, Kenya. Utilizing a case study approach, this research assesses the extent to which internet banking adoption influences various operational metrics such as efficiency, customer satisfaction, and cost reduction within commercial banks operating in Nakuru County. Through qualitative and quantitative analyses, the study examines the advantages and challenges associated with internet banking implementation and its implications for enhancing operational efficiency and competitiveness in the banking sector. The findings provide valuable insights for policymakers, bank managers, and stakeholders seeking to leverage internet banking to improve operational performance and customer service delivery in the Kenyan banking industry.