Service Channel Research Articles

Development of E-banking in Bangladesh: A Survey Study

E-Banking is being grownup speedily in Bangladesh. The recent exceptional advancement in data technology and smartphones’ convenience has brought important changes in banks’ services in Bangladesh. Notably, banks are presently competitory to supply complete banking services via smartphones or through on-line platforms. Such digital banking services cut back long queues within the bank’s counter to withdraw cash/ to deposit cash to their accounts. However, very little is thought concerning security and customers’ feedback concerning such services, that is investigated during this paper. a lot of significantly, this paper tried to look at E-banking’s current standing, potential future opportunities, and challenges, notably in Bangladesh. To serve our functions, we have a tendency to interviewed one hundred fifty folks directly connected with such digital banking services, as well as bankers, users, and alternative people. Our study finds many barriers in E-banking service channels, as well as technological breakdown, infrastructural limitations, temporal arrangement problems, legal risks and name risks, etc. Our analysis conjointly finds that customers are not equally pleased with digital services, and that they demanded to scale back the extent of uncertainty related to digital banking services.

ДОСЛІДЖЕННЯ ТИПОВОЇ АРХІТЕКТУРИ ЧАТ-БОТ-ТЕХНОЛОГІЇ

In the context of the COVID-19 pandemic, a serious problem is the formation of additional tools for communication with consumers. Recently, messengers have increasingly become a platform for content distribution.In particular, we are talking about channels and chatbots in Telegram. Penetration into this field was the result of adaptation to new conditions and passing to where the audience is.Given the rapid pace at which chatbot-related products and technologies are gaining popularity, organizations are forced to reconsider their channel expansion strategies and appropriate architectural approach.Unfortunately, the technology of designing and developing chatbots, due to the large number of service channels and messaging platforms, is inconsistent. Little attention has been paid to the formation of a single standard architecture of chatbot technology, which comprehensively characterizes the procedures for automating interaction with consumers. Researchers have different opinions about the technologies and ways to develop chatbots. However, scientists have not reached a final decision on standardizing the architecture of chatbots. The aim of the article is to develop a typical chatbot technology architecture that meets the scalability and repeatability characteristics, which will allow you to quickly deploy the application to another platform or customer when creating a new chatbot. The study made it possible to deepen the theoretical and methodological principles of designing a standardized architecture of chatbot technology. Theoretical principles of design and development of chatbots are expanded by means of the offered standard architecture of chatbot technology which allows to realize principles of scalability, stability and standardization of the applied technologies. Practical testing of the proposed methodological approach made it possible to develop a chatbot to automate online consultations of entrants of the Engineering Educational and Scientific Institutenamedafter Y.M. PotebniZaporizhzhya National University is needed in order to expand career guidance opportunities and support work with prospective students in a competitive environment and distance education.

Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty

PurposeIn this work, the author verified the effect of interactivity and social presence on engagement with bank customers, how much these relationships affect the experience with the brand and their effect on satisfaction and loyalty, while highlighting the differences between the digital service channels (websites and apps).Design/methodology/approachThe author conducted a survey, collecting responses from 390 users of banking websites and mobile banking. Structural equation modeling (SEM) analyzed the data, with the use of the PLS-MGA group method.FindingsResults reveal the positive effects of interactivity and social presence on brand engagement and positive associations between brand engagement, brand experience, satisfaction and loyalty. The results also reveal that brand experience completely mediates the effect of brand engagement on satisfaction and that the effect of social presence on engagement is higher for users of banking websites versus users of mobile banking apps.Research limitations/implicationsThere is a possibility of different results in cultures where the use of IT and the use of digital platforms of banking technology are less intense. Furthermore, other segments, besides banking, could be an opportunity to improve knowledge about these effects.Practical implicationsThis study contributes to practice by showing the importance of interactive elements and social presence in digital channels to generate engagement with the brand, resulting in more positive experiences that increase bank customer satisfaction and loyalty.Social implicationsThis study confirms the relationships between interactivity, social presence and engagement, also confirming that social presence mediates the relationship between interactivity and brand engagement.Originality/valueAn important original contribution is the effect of engagement as an antecedent of the experience with the brand, which results in elevated satisfaction and loyalty of the bank customer.

Plano de Contingência, como o Brasil se organizou frente à chegada da Covid-19

Introdução: O Sars-CoV-2, identificado como agente causador da Covid-19, disseminou-se rapidamente, fazendo com que a Organização Mundial da Saúde (o Ministério da Saúde) definisse a situação como pandemia. Para conter sua disseminação, o Brasil buscou adotar as recomendações do Ministério da Saúde, criando o Plano de Contingência Nacional para Infecção Humana (PCNIH). Objetivo: caracterizar a evolução das ações de políticas de saúde pública no enfrentamento da Covid-19, o avanço da doença nas regiões brasileiras e o impacto no SUS. Métodos: Trata-se de uma revisão integrativa, realizada nas bases de dados: PubMed, SciELO, ClinicalKey e nos principais sites governamentais, no período entre dezembro de 2019 e 16 de maio de 2020. Resultados: O PCNIH foi publicado em fevereiro de 2020 e estabeleceu as estratégias e as comissões de enfrentamento. Foram encontradas 37 portarias/resoluções e cinco comitês diretamente relacionadas ao PCNIH. Cerca de 10 medidas e ações para disseminação do coronavírus foram encontradas. No entanto, observou-se que houve a disseminação do vírus em todo o território nacional. Visando suprir essas demandas, o governo federal buscou investimento de leitos, contratação e capacitação de profissionais da saúde, ampliação dos atendimentos da atenção básica e canais de atendimento eletrônico. Conclusão: Apesar da confecção do PCNIH, observou-se que houve dificuldades na implementação das medidas encontradas para conter a disseminação do vírus em função da diversidade geopolítica brasileira. Assim são necessárias a adoção de medidas governamentais uniformes, que estimulem a população a segui-las, tendo em vista que a polarização política faz com que haja rupturas no engajamento contra a Pandemia.

Study of the operation of taxi cars in an emergency situation

This paper examines the transportation work of taxi companies operating in the city of Ruse in an emergency situation caused by the COVID-19 epidemic when the number of requests for taxis decreased by 60%, about 30% of drivers stopped working due to reduced workload. The aim of the present study is to identify changes in their work intensity. The taxi operating system is modelled as a queuing system with failures with non-stationary incoming flow of requests and a variable number of service channels. After collecting and processing statistical information about the received requests, the incoming flow is modelled as a periodic nonlinear function. The main parameters of the study are: density of failures, average number of taxi cars occupied per day and intensity of serviced requests. The object of the study is a full working day of 24 working hours, taking into account the reduced intensity of transportation work. Even at the highest peaks the load coefficient is below 0.1, which means that in the intervals with the highest load, the service occupancy is below 10% of those working at the moment. In the interval from 0:00 h to 7:00 h a load factor slightly above 0.04 is observed. An application has been created in the environment of MATLAB.

The Time Independent Analysis of Finite Waiting Space Generalised Multichannel Mixed Queuing System with Balking and Reneging Due to Long Queue and Some Urgent Message

The Proposed queuing model comprises of M serial service channels connected to N non-serial service channels. Inside every serial as well as non-serial service channel multiple parallel servers are allocated. Customers are allowed to balk as well as renege at any server inside the queuing model. Along with welsh because of long queue, reneging due to some urgent phone call or text information received, while waiting in the queue is applied in this queuing model. Using (Kelly, F.P., 1975. Networks of queues with customers of different types. Journal of Applied Probability, 12(3), pp.542–554) the difference-differential equations of the proposed model are obtained. Considering the system to be time independent, the time independent equations and corresponding solutions for various cases in the proposed queuing model are obtained. Further, it is submitted that the appearance process is Poisson, the administration time circulation is exponential, waiting space is finite, arrival of the customer depends upon the queue size at every service channel (serial/nonserial) and Service is done in random order rather than First come first serve principle.

Research on Fintech Methods Based on Artificial Intelligence

The financial industry is one of the earliest and most comprehensive industries that integrate with artificial intelligence. The application of a series of artificial intelligence technologies such as data mining, accurate profiling, machine learning, neural networks, will provide financial products, service channels, service methods, risk management, Credit financing and investment decision-making have brought about a new round of changes. Firstly, the rapid development of artificial intelligence has a profound impact on the high-end finance of the deep service value chain; Secondly, the integrated development of artificial intelligence and finance is irreversible, risks and opportunities coexist, and the financial industry must accelerate the pace of adjustment and development; Finally, the financial supervision department further clarifies the supervision responsibility, applies artificial intelligence technology to supervision methods and means, and improves the degree of supervision automation and intelligence.

NOMA-Based Optimal Multiplexing for Multiple Downlink Service Channels to Maximize Integrated System Throughput

NOMA-Based Optimal Multiplexing for Multiple Downlink Service Channels to Maximize Integrated System Throughput

Educational Service and Information Sharing Mechanism of University Library Based on Internet Social Network

The development of Internet social networks provides a new service channel for university library education in the Internet age. Social platform, as one of the tools of university library’s external information service, is conducive to the extension of the educational service scope of university libraries to the society. This paper discusses the main characteristics of Internet social network communication and analyses the main information service content of social network in university libraries. And then we elaborate the construction ideas of university library information sharing platform, and propose some Measures for university library to develop educational services through social networks.

Machine Learning Based Classification Accuracy of Encrypted Service Channels: Analysis of Various Factors

Visibility into network traffic is a key requirement for different security and network monitoring tools. Recent trends in the evolution of Internet traffic present a challenge for traditional traffic analysis methods to achieve accurate classification of Internet traffic including Voice over IP (VoIP), text messaging, video, and audio services among others. A key aspect of this trend is the rising levels of encrypted multiple service channels where the payload is opaque to middleboxes in the network. In such scenarios, traditional approaches such as Deep Packet Inspection (DPI) or examination of Port numbers are unable to achieve the classification accuracy required. This work investigates Machine Learning-based network traffic classifiers as a means of accurately classifying encrypted multiple service channels. The study carries out a thorough study which (i) proposes and evaluates two machine learning-based frameworks for multiple service channels analysis; (ii) undertakes feature engineering to identify the minimum number of features required to obtain high accuracy while reducing the effects of over-fitting; (iii) explores the portability and robustness of the frameworks trained models under different network conditions: location, time, and volume; and (iv) collects and analyzes a large-scale dataset including nine classes of services, for benchmarking purposes.

Application of Biometric Technology in Financial Shared Service Center

With the development of the times, financial shared service center has become more and more diversified and complex and the traditional financial system cannot meet the needs of enterprises. Only by providing services anytime and anywhere can we be invincible. In order to reduce costs and improve efficiency, financial institutions deploy biometric technology in various service channels to ensure user authentication and improve the security and timeliness of business processing. Therefore, this article puts forward the application of biometrics in financial shared service center. In order to verify the advantages of biometric technology, this paper analyzes the efficiency and management cost of biometric technology after it is put into use, and tests the cost change of an enterprise for four consecutive years and the change of personnel age for three consecutive years. Through this analysis, it is concluded that the input of biometric technology is conducive to the control of enterprise cost and the adjustment of personnel structure. In order to further the feasibility of biometric technology, this paper compares the data before and after the reform of enterprise financial system. The results show that the efficiency of financial business processing has increased from 5.8 days to 0.41 days, and the efficiency has increased by 14.15 times, which is in the international high level, and the financial shared service center is more intelligent and efficient. Through the analysis, the research in this paper has achieved ideal results and made a contribution to the application of biometric technology in financial shared service center.

Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option

Although call centers have recently invested in callback technology, the effects of this innovation on call center performance are not clearly understood. In this paper, we take a data-driven approach to quantify the operational impact of offering callbacks under a variety of callback policies. To achieve this goal, we formulate a structural model of the caller decision-making process under a callback option and impute their underlying preferences from data. Our model estimates shed light on caller preferences under a callback option. We find that callers experience three to six times less discomfort per unit of time while waiting for callbacks than while waiting in queue, suggesting that offering callbacks can increase service quality by channeling callers to an alternative service channel where they experience less discomfort while waiting. However, after controlling for expected waiting times, callers generally prefer waiting in a queue over accepting a callback and waiting offline. This suggests that managers of this call center may want to spend efforts in educating their customers on the benefits of the callback option. Using the callers’ imputed preferences, we are able to conduct counterfactual analyses of how various callback policies affect the performance of this call center. We find that in this call center, offering to hold the callers’ spot in line or to call back within a window (guaranteed timeframe) reduces average online waiting time (the average time callers wait on the phone) by up to 71% and improves service quality by decreasing callers’ average incurred waiting cost by up to 46%. Moreover, we find that offering callbacks as a demand postponement strategy during periods of temporary congestion reduces average online waiting time by up to 86%, increases service quality by up to 54%, and increases system throughput by up to 2.1%. This paper was accepted by Vishal Gaur, operations management.

A method of wavefront distortions correction for an atmospheric optical link with a small volume of information transmitted through a service channel

The paper describes a method of wavefront distortion correction in a turbulent atmosphere, which allows reducing the volume of information transmitted through a service channel. The correction is carried out with a transparency whose phase mask is calculated by a simple three-layer neural network by intensity distribution obtained at the photoreceiver. The architecture of the network is constructed so that the amount of data transferred over the service channel is reduced to 30 parameters, using which a corrective mask is then constructed.

How Do Smallholders Develop Modern Agriculture in Chengdu: A Perspective of Sustainable Development of Social Service System

Realizing the organic connection between small farmers and modern agriculture is the first problem in the process of agricultural modernization in Chengdu. From the perspective of the construction of living service system, this paper proposes that to realize the organic connection between the development of small farmers and modern agriculture Chengdu city should follow four aspects: (1) building a diversified supply channel of agricultural social services guided by science and technology and information; (2) cultivating agricultural socialized service subjects by institutional innovation and organizational innovation; (3) expanding the function of agricultural social service on the basis of industrial integration; (4) rebuilding the interest connection mechanism of agricultural social service with the goal of sharing development.

An enhanced synchronized multi-channel MAC scheme to improve throughput in VANET

The development of autonomous driving and intelligent transportation demands, fast, reliable and efficient data transmission for various applications in vehicular ad hoc network (VANET). This poses great challenges to the design of a media access control (MAC) protocol that can adapt to the frequent topological shifts. IEEE 1609.4 defines the multi-channel MAC layer implementation in VANET. The multi-channel operation works on a fixed synchronization interval that alternates between a control channel and service channels. The fixed interval leads to poor utilization of limited spectrum resources. In this paper, a multi-channel reliable MAC protocol (MCRMAC), that uses both the control channel and service channel irrespective of the interval to ensure proper and efficient throughput utilization in VANET is proposed. The simulations reveal the performance of the proposed scheme and it outperforms IEEE 1609.4 in terms of throughput.

The Role of the Internet in the Development of Marketing and Electronic Services in Business

Internet marketing and e-services are considered the latest areas of research, which represent a strategic importance for businesses that have directed their efforts towards e-marketplace. Studies have shown that online consumer behavior differs from consumer behavior in the traditional marketplace. On the other hand, managers seem to have a good understanding of the needs of consumers to meet them effectively and efficiently in the electronic environment. Few things have dramatically and instantly affected our lives and the way many businesses operate more than the development of the internet. The ways in which some marketing activities are carried out have changed since businesses turned to trading. The Internet offers opportunities for an organization to grow its business in an efficient and practical way. This means that the internet can be used to conduct marketing research, reach new markets, better serve customers, distribute products faster, solve customer problems, and communicate more efficient with business partners. The benefits of online marketing include improved information flow, new products and customer service, improved availability, and better market transparency. To design and implement a successful e-marketing program, a number of theories, applications, and technologies need to be carefully analyzed and understood. In this paper we will examine the best ways of Internet marketing for business success. The main objective of this article is to understand the impact of the Internet on various areas of marketing, such as product development and service delivery, promotion, pricing and channel distribution. The paper shows that when manufacturers connect directly with customers and shorten distribution channels, inefficiencies can be eliminated, product delivery time can be reduced, and manufacturers can build closer relationships with customers. Consumers use the internet to reduce costs, find otherwise unavailable products, or increase the ease of their purchase. Online customers expect simple, understandable and secure ordering and payment systems. Consumers want confidence that orders will be fulfilled immediately. E-commerce creates value for consumers in many ways. Consumers are treated as a market of one. They may have access to a greater variety of products, often at lower prices. The study suggests that businesses need to pay special attention to the impacts of the Internet and its uses in marketing to be successful and profitable.

Tecnologias de autoatendimento: um estudo da insatisfação do cliente no mercado de produtos para pets

O mercado varejista vem ampliando seus canais de atendimento através da criação de aplicativos pelo celular, sites de compra de produtos e serviços entre outros. As tecnologias de autoatendimento estão em constante evolução, assim como os fatores determinantes da insatisfação dos consumidores que as utilizam. Aplicando a Técnica do Incidente Crítico (TIC), este estudo tem por objetivo identificar os aspectos determinantes da insatisfação dos consumidores que utilizam tecnologias de autoatendimento para a compra de produtos para Pets, bem como relacionar a insatisfação com o comportamento de recompra do serviço. A análise de depoimentos de consumidores permitiu identificar ofensores da insatisfação e a relação entre o tempo de resposta e a nota de satisfação com o atendimento, demonstrando que a insatisfação impacta diretamente na intenção de recompra. Com a identificação das variáveis ofensoras será possível focar em estudos futuros para melhorar a qualidade das tecnologias de autoatendimento.

ОПТИМИЗАЦИЯ МНОГОКАНАЛЬНЫХ СИСТЕМ МАССОВОГО ОБСЛУЖИВАНИЯ ПРИ БОЛЬШИХ ЗАГРУЗКАХ

The article deals with analytical models of Markov Queuing systems with service failures, incoming requests and requirements. The systems are analyzed in the conflict situations, for example, under significant loads, when the input flow intensity is high relative to the service intensity, which is important for extreme situations, both in technical applications, Internet applications, and social ones. There occurs a problem of optimization – minimization of the number of channels, provided the Queuing system has a guaranteed throughput. There is considered the approach to solving the optimization problem, when the relative system throughput is maximized while minimizing the number of service channels. Given the fact that the analytical formulas of Markov Queuing systems contain factorials, the analytical analysis of systems encounters the computational limitations. In the conducted research, in order to resolve computational difficulties it was decided to apply the approximation of the probabilities of the system states using the Laplace probability integral. Its use is justified precisely at high system load rates and a large number of service channels. There are described the features of applying the Laplace integral in conjunction with the numerical optimization for a conditional extremum. There is given the method of determining the number of service channels, when the probability of denial of service is minimized, respectively, maximizing the relative throughput of the system. There is given a graphical interpretation of the proposed method for optimizing Queuing systems with failures at the significant load. It is shown that during the search for the optimum there is a transition process in which there take place the significant changes 
 in the system parameters: the intensity of the input flow and the intensity of service.

Designing a Customer Feedback Service Channel Through AI to Improve Customer Satisfaction in the Supermarket Industry

This study examines the impact of customer feedback channels on customer satisfaction, the need to design a new feedback channel using artificial intelligence (AI) as a goods locator map and internal survey model in the supermarket industry. A self-administered questionnaire was used to collect data from customers in supermarkets. Descriptive statistics and correlations were used to analyse the collected data sets to attain a statistically supported conclusion. The research found customer feedback service channels impacted on customers’ satisfaction. Customers were not satisfied with the rate of responsiveness to their feedback. The study designed and proposed a customer feedback service channel with AI as an alternative to existing feedback channels. It concluded that an AI designed system should be developed and implemented in supermarkets to test the intended outcome of the feedback channels and to design a robust system as a goods locator map and internal survey model.

BANCASSURANCE ЯК ВИГІДНА МОДЕЛЬ СПІВПРАЦІ БАНКІВ І СТРАХОВИХ КОМПАНІЙ

Обґрунтовано «bancassurance» як процес співпраці банків і страхових компаній. Досліджено ефект цієї кооперації – продаж страхового захисту разом з банківськими продуктами. Виділено переваги та недоліки bancassurance для обох суб’єктів такої співпраці. Виявлено важливий аспект щодо утворення bancassurance – нові канали дистрибуції страхових компаній. Проаналізовано стан ринку банківсько-страхового співробітництва у розвинених країнах Європи. Визначено проблемні моменти розвитку bancassurance в Україні. Перелічено компанії-лідери українського ринку банкострахування. Вказано на причини недостатнього розвитку bancassurance в Україні. Запропоновано напрями подальшого розвитку bancassurance в Україні.