Service Management Research Articles

Use of Artificial Intelligence in the Banking Industry: A Case Study of Pakistan

This study investigates the adoption and impact of Artificial Intelligence (AI) in Pakistan’s banking sector, with a focus on Habib Bank Limited (HBL), Faysal Bank, and Bank Alfalah. The objective is to understand the extent to which AI technologies have transformed core activities within customer service, operations, fraud detection, and risk management in these banks. Data were collected from semi-structured interviews with ten respondents, selected based on their experience with AI implementation. This qualitative methodology allows for in-depth insights into the functionality and challenges associated with AI in banking. Results reveal that AI has notably improved operational efficiency by streamlining risk management and enabling real-time fraud detection. Additionally, AI-driven chatbots and virtual assistants have enhanced customer experiences by offering faster and more personalized services. Despite these benefits, the study identifies significant challenges, particularly regarding data privacy and regulatory compliance, as well as the need for human resources to adapt to AI-enabled tools. Key pressures in the industry include building capabilities to work alongside AI while addressing concerns over automation. To maximize the advantages of AI, the study emphasizes the need for comprehensive policies that balance technological adoption with ethical considerations, data security, and staff training. Strategic planning in Pakistan’s banking sector will be crucial to harnessing AI’s potential while managing its risks.

Social Return on Investment of Musculoskeletal Physiotherapy in the National Health Service.

Social return on investment (SROI) may present a method for demonstrating the social value of healthcare interventions. It has not previously been measured in musculoskeletal (MSK) physiotherapy but is being used in the procurement and performance management of healthcare services. The aim of the study was to measure SROI in one provider of MSK physiotherapy in the United Kingdom's National Health Service (NHS). A retrospective single arm online survey-based service evaluation was carried out to calculate the SROI of an NHS adult MSK physiotherapy service using the Housing Association's Charitable Trust Social Value Calculator. 237 respondents (35.6%) completed the survey and a mean SROI of £4.13 for every £1 invested was demonstrated. There were sub-group variations based on symptom location and discharge location. This is the first time SROI has been calculated in an MSK physiotherapy setting. This service evaluation raises new questions about the variations observed in subgroups and the applicability of this methodology in individuals with MSK conditions who receive physiotherapy. MSK physiotherapy is an intervention which offers a positive SROI across a range of MSK conditions and contributes towards improved wellbeing. This is the first study to use the HACT Social Value Calculator when evaluating a physiotherapy service and further research is required to validate the results.

The design of intelligent highway transportation system in smart city based on the internet of things.

The design of intelligent expressway transportation system based on the Internet of Things is studied to improve the safety, travel experience, and operation management of expressway. The characteristics of the Internet of Things and cloud computing technology and its application on the expressway are analyzed, and the system design requirements of expressway intelligent transportation are understood. Besides, the overall architecture of the system is studied and designed. The IaaS layer, PaaS layer, and SaaS layer of the cloud platform are designed and deployed. The intelligent information system can make expressway highly informative. The simulation experiments reveal that the system only needs 120 milliseconds in accident processing time, which is far lower than the intelligent transportation system that only uses edge computing technology (201 milliseconds) and the intelligent transportation system that only uses cloud computing technology (443 milliseconds). Meanwhile, the accident response time is only 12s, which is also superior to other models. In terms of cost-effectiveness, the monthly cost of the system is 7004 yuan, with a CPU utilization rate of 53%, demonstrating good cost-effectiveness and resource utilization efficiency. In addition, compared with the existing system, the average traffic congestion time has been reduced by 25%, the traffic accident rate has been reduced by 18%, and the accident rate has been reduced by 27%. The intelligent traffic system design of expressway, expressway safety, travel service, and operation management is effectively improved by researching the intelligent traffic system design of expressway.

REMEMBER: 30 YEARS SINCE CONSTANTIN ARSENI PASSED AWAY - THE FONDATOR OF ROMANIAN NEUROSURGERY

Introduction The authors will present one of the great personalities of Romanian neurosurgery, Dr Constantin Arseni, who created it in Bucharest, creating the largest university centre of neurosurgery in Europe at that time. Material After the tragic loss of his mentor Prof. Dr Dumitru Bagdasar in 1946, Dr Constantin Arseni, took over the management of the neurosurgery service at the Central Hospital for Mental, Nervous and Endocrinologic Diseases, the only department of this kind in this country; He was able to have the first Clinic of Neurosurgery from Romania. For his merits, Dr Constantin Arseni, became an Associate Professor in 1952 and University Professor in 1963. His neurosurgical activity was complex, but mainly focused on tumoral pathology, cerebral and spinal, and also on spinal degenerative disease. Under Professor C. Arseni, the Neurosurgical Clinic of Bucharest is transformed in 1975 into the “Prof. Dr D. Bagdasar” Clinical Hospital of Neurosurgery, the largest hospital of Neurosurgery in the Europe, with 550 beds and, subsequently, 650 beds. Also, he developed the departments of neurosurgery in each of the biggest university centres in the country; while being the first President of the Romanian Society of Neurosurgery. Scientific Activity Scientific activity of Prof. Dr Constantin Arseni includes the numerous publications (54 treaties and monographies), together with all his collaborators, encompassing all domains of neurosurgery: Tumoral, Neuropathological, Vascular, Paediatric, Spinal Degenerative Pathology, Central Nervous System Malformations, History, etc. with high international visibility. An editorial board under C. Arseni published, with the substantial contribution of the Bucharest Medical Publishing House of the Clinic, the “Treatise of Neurology” in 8 volumes (1979-1981). Conclusions Professor Constantin Arseni was a dedicated surgeon, he practiced his job asking from those around him as much as he offered - the maximum. He was a schoolmaster and a teacher in the true sense of word. Professor Constantin Arseni, Member of the Romanian Academy, was an exemplary professional, a model of conduct, which will forever remain in our memory, of the neurosurgeons, and of the Romanian neurosurgery, leaving behind a legacy hard to match for those who followed him.

Expression Levels of PF4, ALOX12, ITGA2B, F131A in Pregnant COVID-19 Survivors.

COVID-19 is viral illness caused by SARS-CoV-2. The immediate complications of COVID-19 are well defined and associated with increased mortality. A global effort is required to determine its effects on implantation, fetal growth and labor. Post COVID-19 recovery period presents a further challenge regarding service provision, prevention, and management. To assess the expression of Platelet Factor 4 (PF4), Arachidonate 12-lipoxygenase (ALOX 12), Integrin alpha-IIb (ITGA2B) & Coagulation Factor XIII A Chain F13A1 in post-acute COVID-19 survivors pregnant women. Prospective case control study, conducted on 400 pregnant women. Case group consists of 200 singleton pregnancies who had recovered from COVID-19 since 4-6 weeks before conception. Control group consists of 200 singleton pregnancies with no history for COVID-19. Expression levels of ALOX12, PF4, ITGA2B, and F13A1genes were determined using quantitative reverse transcription polymerase chain reaction method (qRT-PCR). Expression levels of ALOX12, ITGA2B, and F13A1, were significantly higher in the patients group (3.82±9.6, 6.63±8.45, and 8.9±9.1, respectively) (p < 0.05) compared to those in the control group (1.0±6.0, 1.0±8.1, and 0.6±7.6, respectively). No significant difference in PF4 expression between patients and control group (p = 0.3). Results obtained from enrichment analysis have also supported the above findings. Relative expression levels of these candidate genes could be distinguished between post-acute COVID-19 survivors' pregnant women and control group, significant relative gene expression of ALOX12, ITGA2B, and F13A1 may be associated with an increased risk of placenta-mediated adverse pregnancy outcomes.

Sustainable innovations through project partnerships at higher education institutions: challenges and implications for stakeholder engagement

PurposeThe purpose of this study is to identify challenges and derive options for stakeholder engagement of project partnerships for sustainable innovations in higher education institutions (HEIs).Design/methodology/approachGuided by Donabedian’s structure-process-outcome (SPO) model, our conceptual exploration focuses on understanding stakeholder experience and identifying stakeholder engagement options in different project phases. This research includes empirical data on sustainability expectations towards HEIs collected from 239 business students from the USA and Germany. The Kano method and factor analysis were used for data analysis.FindingsThis research suggests that balancing differences in stakeholder types and priorities, identifying and fulfilling key stakeholder expectations and addressing their resource limitations play a crucial role in the partnership’s structure stage. Adjustments for timing and forms of engagement, based on the stakeholder types and their expectations, are necessary during the process stage. Attaining stakeholder consensus on goal achievement and fostering trust and long-term commitment for sustainability are vital tasks in the outcome stage.Practical implicationsHEIs are advised to identify and assess stakeholders according to their anticipated inputs and contributions to the expected project outputs. They should consider adopting minimal thresholds of involvement and actively engaging key stakeholders, students, by demonstrating direct sustainability impacts.Originality/valueThis conceptual study adds value by enhancing the understanding of sustainable project partnerships in HEIs through the adoption of concepts from open innovation, service management and relationship management research. It illuminates the significance of stakeholder engagement and experience, including the management of expectations, thereby supporting HEIs in effectively implementing sustainability initiatives.

Evaluate the Differential Effectiveness of the Case Management and Primary Nursing Models in the Implementation of Discharge Planning.

This study aims to compare the effectiveness of the case management model and the primary nursing care model by focusing on hospital stay length, readmission, follow-up resource utilisation and survival. To improve patient continuity of care, a discharge planning team has been established at the hospital to implement the service concept of long-term medical care. The team works with a multidisciplinary medical team to provide case management, which ensures high-quality patient care. Retrospective case-control study. This study collected data from the medical record information system database and the Ministry of Health and Welfare's care service management information system to explore medical and follow-up care utilisation of patients discharged between 2017 and 2018. This study followed the Strengthening the Reporting of Observational Studies in Epidemiology (STROBE) guidelines, with the checklist used to ensure transparent and complete reporting of the methodology and results. To ensure comparability between the case management model group and the primary nursing model group, propensity score matching was used. After matching, 660 individuals from the case management model group and 2876 individuals from the primary nursing model group were selected for further analysis. In this study, patients were primarily involved in the research as participants, providing data through their medical records for analysis. However, no direct involvement from the public or patients was used in the planning or design stages of the research. The study found that factors such as activities of daily living (ADL) score ≤ 60 points, catheterisation, poor chronic disease control and inadequate primary caregiver capacity can lead to longer hospitalisations. Males and patients with catheters have a higher risk of readmission within 30 days, and men, those aged ≥ 75 years, those with ADL score ≤ 60, catheterisation, pressure sores or unclean wounds, financial problems, insufficient primary caregiver capacity and those readmitted within 14 days after discharge had significantly increased mortality after discharge. Although the case management model group had higher hospitalisation days, they had lower readmission rates and higher survival rates than the primary nursing model group. Early consultation with the case manager for discharge planning can help patients to continue to receive care and utilise relevant resources after returning home. Identifying and addressing patient-specific factors can significantly improve patient outcomes by reducing hospitalizations and readmissions, and lowering mortality rates. The case management model is more effective than the primary nursing care model in reducing readmission rates and increasing survival rates. Early consultation with case managers for discharge planning is crucial to ensuring patient care continuity and resource utilization.

Optimizing traffic management for public services during high-demand periods using cloud load balancers

In times of high demand, effective traffic management is essential for public service platforms to maintain reliable, continuous access for users. This paper explores the role of cloud load balancers as a solution for optimizing traffic distribution in public services during peak periods. By dynamically distributing network traffic across multiple servers, cloud load balancers enhance system scalability, flexibility, and response time, which are critical for minimizing service disruptions. The paper further discusses best practices for configuring load balancers, including geographic balancing and redundancy, and highlights the importance of integrating dynamic scaling and monitoring tools to adapt to sudden traffic surges. Additionally, the potential of artificial intelligence (AI) and predictive analytics in advancing cloud load balancing is considered, emphasizing their value for predictive scaling and automated traffic management. Key challenges, including data privacy and dependency on third-party infrastructure, are also addressed, with recommendations for enhancing load balancer deployment in public service applications. This paper concludes with strategic recommendations for public service providers to leverage cloud technology effectively, ensuring improved reliability, security, and cost-efficiency in service delivery. Keywords: Cloud Load Balancers, Traffic Management, Public Service Platforms, Dynamic Scaling, Predictive Analytics, Service Reliability.

Fitness and Sports Academy Integration Web Application

In the modern health and fitness landscape, gyms and athletes face unique challenges in managing schedules, tracking workouts, and fostering engagement. Existing systems often lack comprehensive tools to connect gym owners and customers effectively, impeding workout management and client retention. This paper presents a gym management and athlete engagement web application, developed with the MERN stack and leveraging Firebase for real-time data updates. By incorporating features such as personalized workout tracking, feedback systems, and integrated payment processing, this application aims to enhance gym operations and user experience. The research also explores the application of machine learning algorithms for injury prevention and personalized recommendations. Evaluation of the platform demonstrates significant improvements in user engagement, workout tracking, and gym management. This study highlights the potential of technology-driven solutions to address fitness industry challenges, creating scalable systems for gym management, athlete engagement, and personalized fitness plans. In the era of digital fitness, gym users, trainers, and gym owners increasingly rely on technology to track progress, foster community, and manage services. FitConnect aims to bridge this gap by providing a comprehensive fitness networking platform with real-time workout tracking, role-based functionalities, and payment integration. Unlike conventional fitness apps, FitConnect introduces a collaborative ecosystem where users can connect with trainers, join gym sessions, and manage subscriptions efficiently. Leveraging scalable architecture and user-friendly interfaces, this project combines essential fitness tracking with networking capabilities to create an integrated solution for fitness enthusiasts and professionals alike. This paper explores the design, development, and deployment strategies used to create this platform and assesses its impact on improving user engagement, goal tracking, and service management..

Analysis of features of electric energy quality management and voltage regulation in housing and communal services

Subject of research: methods of improving the quality of electric energy in electric networks used for power supply mainly to municipal consumers in urban areas. The purpose of the study is to determine the most relevant methods for improving the quality of electric energy of municipal consumers, their advantages and disadvantages, as well as determining the direction of modernization. Methods and objects of research: the object of research in this material is the housing and communal complex in urban areas, in particular the electric grid complex. The work is based on such scientific research methods as analysis, synthesis, modeling and generalization. The main results of the study: the analysis of the features of electric energy quality management and voltage regulation in modern conditions. The importance and necessity of using modern intelligent systems to improve reliability, energy efficiency and quality of electric energy i s highlighted. The key prerequisites for the introduction of smart systems for monitoring the state of the electrical network are formulated. The tasks, the solution of which is necessary for the modernization of the complex, have been identified. A proposal has been made to use artificial intelligence-based systems as the main tool for modernization.

A Six Sigma and DEA Framework for Quality Assessment in Banking Services

This study proposes a methodology that combines Six Sigma and Data Envelopment Analysis (DEA) to measure the quality of banking services. The proposed framework emphasizes seven essential quality dimensions: prompt response, efficient channels, fraudulence, processes, dependable service, credibility, customer satisfaction, and risk management. Integrating both techniques enables a holistic approach to quality evaluation and provides valuable information for the banking industry’s continual improvement. To validate the properties of the methodology, we developed a case study involving 25 Colombian banks. Using Six Sigma metrics, DEA models, and slacks analysis, the results provide a comprehensive study of the quality performance, identifying each bank’s relative strengths and weaknesses in several quality dimensions. The data indicate that some banks perform better on quality characteristics such as customer happiness, dependable service, and procedures. However, this study also reveals a promising finding: banks still have the potential for development, particularly in their response time, channel efficiency, fraud, and credibility, offering hope for the future of banking services.

Digital Transformation in Healthcare : Leveraging Technology to Enhance Patient Care

This article examines the successful implementation of Pega's Healthcare Customer Service and Care Management solutions at a major healthcare provider, demonstrating how digital transformation can revolutionize patient care delivery while optimizing operational efficiency. The implementation, which focused on integrated care coordination, patient case management, and compliance frameworks, resulted in significant improvements, including a 20% reduction in hospital readmissions, a 30% reduction in administrative costs, and a 25-35% reduction in operational costs. The organization achieved enhanced patient outcomes, streamlined operations, and improved regulatory compliance through comprehensive data integration, automated workflows, and user-centric design. The article highlights how strategic digital transformation initiatives, aligned with industry best practices and supported by robust change management, can successfully address healthcare's complex challenges while positioning organizations for future innovation in care delivery.

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.

Research Hotspots and Knowledge Framework of Digital Healthcare Service Management from the Perspective of the Silver Economy

Research Hotspots and Knowledge Framework of Digital Healthcare Service Management from the Perspective of the Silver Economy

Management of Nutritional Services in Regional General Hospitals Drs. Haji Amri Tambunan

Management of Nutritional Services in Regional General Hospitals Drs. Haji Amri Tambunan

Management of Guidance and Counselling Services in Directing Students for Career Selection

This research aims to describe (1) Planning, implementation, and supervision; (2) Obstacles faced and solutions in managing guidance and counseling services to direct students in choosing a career at SMA Negeri 14 Ogan Komering Ulu. This research is qualitative research with a case study method. Data collection used in this research included (1) in-depth interviews (Depth interview), (2) participant observation (participant observation), and (3) documentation. Based on this research, the results obtained are that 1) Planning, implementation, and management supervision of guidance services to direct students in career choices has gone quite well; 2) The obstacles faced by SMA Negeri 14 OKU in managing guidance and counseling services are internal factors, lack of depth in career determination, inadequate facilities and infrastructure, and teachers' busy teaching schedules; In overcoming these obstacles, four solutions have been implemented, namely 1) collaboration between BBK teachers and school personnel, 2) making a list of guidance service activities, 3) completing facilities and infrastructure BK room, and 4) manage a good time.

Institutional cooperation in handling epidemics: The case of the Misericordia of Florence during the Italian preunification period

The function of nonprofit organisations (NPOs) in managing healthcare and poverty relief and the role of accounting and reporting in their management control systems have many implications for accounting historians. The present research examines the relationship between NPOs and local governments in the management of public services, particularly during health emergencies. Specifically, this study examines the institutional cooperation between the Grand Duchy of Tuscany, the Misericordia of Florence and the Santa Maria Nuova Public Hospital during the cholera epidemic of 1855–1862. This research applies a conceptual framework based on Michel Foucault's concepts of ‘governmentality’, ‘nosopolitics’ and the ‘government of the poor’ and Mitchell Dean's ‘technologies of government’ to the study of archival primary sources. This research makes several contributions to the accounting history literature regarding the involvement of NPOs in healthcare, including an original analysis of the role of accounting and reporting in the ‘government of the sick’ from a nosopolitical perspective.

Investigation of impact of community environment factors on the residents’ visiting rate to outdoor venues in South China

Understanding the activity patterns of urban residents is crucial for urban community design and urban energy forecasting. Predicting the visitation rates of different types of locations is a important issue because urban residents can only be in one place at a time. Achieving accurate predictions of outdoor public space visitation rates is equivalent to predicting the upper limit of the number of visitors to other buildings. Previous similar studies usually rely on survey methods such as questionnaires and GPS positioning. These methods have some drawbacks, such as small sample sizes and inaccurate data. In this paper, we used mobile signaling to investigate the park visit rates of residents in different communities in Guangzhou. In accordance with Chinese tradition, we define a community as a residential community, which consists of multiple residential units and a set of basic service facilities and management structures that are sufficient to meet the daily needs of residents. We found that the park visit rate of a community is closely related to the characteristics of the community itself. The park visit rate is positively correlated with the average LST (land surface temperature) of the communities, the average distance between the community and the large park, and the building coverage rate, while it is negatively correlated with the vegetation coverage rate, the average surface reflection rate, the convenience of transportation, and the per capita green space area. Given the different travel habits of urban residents on weekdays and weekends, we also used multiple linear regression to establish prediction models for community park visitation rates on weekdays and weekends.

Rationale and development of a prehospital goal-directed bundle of care to prevent rearrest after return of spontaneous circulation.

In patients with out-of-hospital cardiac arrest (OHCA) who attain return of spontaneous circulation (ROSC), rearrest while in the prehospital setting represents a significant barrier to survival. To date, there are limited data to guide prehospital emergency medical services (EMS) management immediately following successful resuscitation resulting in ROSC and prior to handoff in the emergency department. Post-ROSC care encompasses a multifaceted approach including hemodynamic optimization, airway management, oxygenation, and ventilation. We sought to develop an evidenced-based, goal-directed bundle of care targeting specified vital parameters in the immediate post-ROSC period, with the goal of decreasing the incidence of rearrest and improving survival outcomes. Here, we describe the rationale and development of this goal-directed bundle of care, which will be adopted by several EMS agencies within California. We convened a group of EMS experts, including EMS Medical Directors, quality improvement officers, data managers, educators, EMS clinicians, emergency medicine clinicians, and resuscitation researchers to develop a goal-directed bundle of care to be applied in the field during the period immediately following ROSC. This care bundle includes guidance for prehospital personnel on recognition of impending rearrest, hemodynamic optimization, ventilatory strategies, airway management, and diagnosis of underlying causes prior to the initiation of transport.

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

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