Adopting knowledge discovery in databases for customer relationship management in egyptian public banks

We propose a framework for studying the effect of KDD on CRM in the Egyptian banking sector. We believe that the KDD process and applications may perform a significant role in Egyptian banks to improve CRM, in particular for customer retention. Our believe is supported by the results of the field survey at the largest Egyptian bank. Keywords. Adopting new technology, Knowledge Discovery in Databases (KDD), Customer Relationship Management (CRM), and banking sector.Applications in Artificial Intelligence - Knowledge DiscoveryRed de Universidades con Carreras en Informática (RedUNCI

Adopting knowledge discovery in databases for customer relationship management in egyptian public banks

We propose a framework for studying the effect of KDD on CRM in the Egyptian banking sector. We believe that the KDD process and applications may perform a significant role in Egyptian banks to improve CRM, in particular for customer retention. Our believe is supported by the results of the field survey at the largest Egyptian bank. Keywords. Adopting new technology, Knowledge Discovery in Databases (KDD), Customer Relationship Management (CRM), and banking sector.Applications in Artificial Intelligence - Knowledge DiscoveryRed de Universidades con Carreras en Informática (RedUNCI

Adopting knowledge discovery in databases for customer relationship management in egyptian public banks

We propose a framework for studying the effect of KDD on CRM in the Egyptian banking sector. We believe that the KDD process and applications may perform a significant role in Egyptian banks to improve CRM, in particular for customer retention. Our believe is supported by the results of the field survey at the largest Egyptian bank. Keywords. Adopting new technology, Knowledge Discovery in Databases (KDD), Customer Relationship Management (CRM), and banking sector.Applications in Artificial Intelligence - Knowledge DiscoveryRed de Universidades con Carreras en Informática (RedUNCI

Knowledge Management and The SECI Model: A Study of Innovation in The Egyptian Banking Sector

The emergence of knowledge management (KM) as a practical business discipline is connected to the growing realisation that knowledge is an essential resource for organisations to retain sustainable competitive advantages. The SECI model, proposed by Nonaka and Takeuchi (1995) best embraces the nature of KM and of knowledge conversion. This model uses four processes of knowledge conversion: socialisation, externalisation, combination and internalisation to create knowledge in organisations. A review of the relevant literature, however, suggests that the application of the SECI model is suffering from a lack of research in banking, even though this is a knowledge-intensive industry. Since the model was driven from Japanese values, the applicability of the model in different cultural contexts is also arguable. This study aims to examine the use of the SECI model in Egyptian banks and its effect on the innovation process. To examine the model in a different cultural context, Egypt as the biggest Arab country was a suitable research site. Both quantitative and qualitative methods were employed to achieve the research aims. The qualitative data were used to triangulate the quantitative data by detailing the SECI conversion process, and its relation to innovation. Two hundred and ten self-administered questionnaires were used to investigate to what extent Egyptian banks perform the SECI and innovation activities, and 26 semi-structured face-to-face interviews provided details about how the Egyptian banks perform these activities. The survey data were analysed by using Predictive Analytic SoftWare (PASW). Different types of statistical applications were used, namely factor analysis, Cronbach’ alpha, descriptive analysis, multiple regression, t-test and one-way ANOVA. Content analysis was used to analyse the interview data were by looking for noticeable patterns to be connected to the research framework. The findings indicate that the SECI processes were used for knowledge creation in Egyptian banks. However, some self-imposed limitations minimised the benefits of the socialisation and externalisation processes in creating and sharing knowledge. In contrast, internalisation and combination faced fewer limitations, revealing that Egyptian banks focus more on formal rather than informal knowledge. Therefore, the study supports the view of the model as being universal, but the use of each process is subject to the cultural context, leadership support, and types of task. The findings also suggest that the SECI processes - whether separate or as a whole - positively influence the innovation process by increasing the generation of ideas for banking services, products and processes. The internalisation process had the most positive influence on innovation, followed by the combination, externalisation and socialisation processes respectively. Many of the product and process innovations in the last few years were due to the introduction of new technologies

An Investigation of the Effects of Intellectual Capital on Innovations in the Egyptian Banks: The Mediating Role of Organisational Capital

This research aims to analyse the direct and indirect effects of human capital, social capital and customer capital on the different types of innovations via organisational capital in the service sector. It also examines the interaction among the different types of innovations including product, process and organisational innovations and tests the role of human capital, social capital and customer capital in supporting organisational capital. This research employs the first stage of Actor Network Theory named problematisation to justify the research model. This study adopts a positivism philosophy, a deduction approach and a quantitative method as the research methodology. Hence, a questionnaire was used to gather data from 198 managers in the Egyptian banks (54% response rate). Structural Equation Modelling by Partial Least Square (warp PLS 3.0) was applied to test the research hypotheses. The research findings indicate that product, process and organisational innovation are positively associated with organisational capital. It is found that social capital and human capital have direct and indirect positive effects on both product and organisational innovation via organisational capital. It appears that social capital and human capital do not have a direct influence on process innovation whereas organisational capital fully mediates the relationship between social capital, human capital and process innovation. The study explores the direct and indirect positive effects of customer capital on three types of innovation through organisational capital. Additionally, organisational innovation has a positive relation with process and product innovation, which is significantly associated with process innovation. The most significant influence of intellectual capital is on product innovation, followed by organisational innovation, whereas the least significant influence is on process innovation. Moreover, the results also show that there are no significant differences between the public and private banks in terms of the path coefficients. The effect size of organisational capital on product and process innovation in the private banks is substantially larger than it is in the public banks. In the same way, the private banks have relatively larger effect sizes for human capital on product and process innovation via organisational capital than those in the public banks. Unexpectedly, in the public banks, the positive effect size of customer capital on product and process innovation via organisational capital is larger than it is in the private banks. This study has contributed to intellectual capital, innovation and service sector literature. It explores many benefits for the managers of the banks. It suggests that they should view intellectual capital as a catalyst for the different types of innovations. For example, banks should maintain and promote social connections amongst their employees to support innovation and to foster the cohesion of informal organisation.The sponsor is Egyptian Government

GATS Impacts on Entry Modes and Defensive Marketing Strategies in the Egyptian Banking Sector

This research examines the effects of GATS agreements, both on entry modes and defensive marketing strategies in the Egyptian banking sector. The research population is the Egyptian banking sector, employing a total of 83179, from which a representative sample (equal to 800 responses) was selected. As the research aims are diversified, this sample was divided into two main groups i.e. local banks and foreign branches, investigated using different questionnaires. The latter population includes all the foreign branches working in the Egyptian market; the former includes all banks working in Egypt regardless of their ownership status. Four objectives have been pursued in this research: - (1) Exploring GATS impacts on the Egyptian banking sector as well as identifying variables that affect their perception; (2) Identifying the appropriate defensive marketing strategies for each entry mode and evaluating the marketing practices of the Egyptian banking sector; (3) Identifying pattems of relationships between defensive marketing strategies and four sets of variables (demographics, objectives, rivals, and rivals' competitive advantages); and (4) Determining the factors that affect the selection of each entry mode. Regarding the first research objective, the findings reveal that GATS agreements have positive impacts on the Egyptian banking sector, with significant relationships observed between the perception of GATS impacts and the respondents backgrounds. Secondly, an "Entry Modes- Defensive Marketing Strategies Model" was designed, recommending specific defensive marketing strategies for each bundle of entry modes. Thirdly, strong and significant relationships appear, between selected defensive marketing strategies and four sets of variables i.e. demographics, bank's objectives, perceived competitors, and competitors' competitive advantages. Finally, the selection of entry modes is affected by both bank and target market characteristics. The latter include political stability as well as instability, language differences, religious similarities, values differences, severe competition, and moderate levels of competition; the former include greater as well as less financial resources, and less international experience. The applicability and suitability of these findings for other similar Afiican and Middle East countries are identified

The Value of Customer Relationship Management in the Service Industry in Egypt

Researchers have demonstrated that customer centricity strategies, including customer relationship management (CRM), contribute to 33% of the formula for organizational success. Relationship management theory was used to frame this single case study focused on the factors contributing to successful CRM strategies used by business leaders in a multinational organization in the service industry in Egypt. This company was chosen for its successful implementation of CRM strategies, as shown by online reviews, the company website, and market reputation on its effective campaing results. The population consisted of managers working in the marketing department for more than 5 years. Data collection included semistructured interviews, review of company documents, and onsite observation. Transcribed interviews, company documents, and observational notes were coded for emergent themes. Member checking was used to increase the credibility of the findings. Findings suggested 7 themes that contributed to effective the CRM strategies of this single operation: improving the customer experience, customer segmentation and targeting, improving customer satisfaction and loyalty, organization, market differentiation, sophisticated technical capability, and increasing revenue and profitability. The results from this study may influence social change by helping to create a positive work culture for the employees in this company. Research has shown that customer empowering behaviours positively affect employee creativity, satisfaction, and trust, creating a positive work environment. In addition, these positive changes to the work enviornment may in turn strengthen this organization\u27s sustainability and ability to engage directly in community outreach

The Adoption of e-commerce in SMEs: An Empirical Investigation in Egypt

The Adoption of E-commerce in SMEs: An Empirical Investigation in Egypt It is recognised widely that e-commerce can offer substantial opportunities for Small and Medium sized Enterprises (SMEs) to compete in the global market. In developing countries, e-commerce opportunities can be a meaningful approach for SMEs to be able to compete with large businesses and to access, with lowest possible costs, international markets. However, the current situation shows that SMEs continue to lag behind in maximising their capabilities in taking these chances. Universally, they are reported to be slow adopters of new technologies as a result of limited financial resources and lack of expertise. The importance, of SMEs, emerged from their positions since they contributed more than 90% to many developed or developing countries’ economies and they were considered to be the backbone of any economy. Hence, the main purpose, of conducting this research, was to increase the body of knowledge about the process of the adoption of e-commerce. This was done by a primary empirical focus on small and medium sized enterprises (SMEs) in Egypt. SMEs represented about 90% of all Egyptian businesses (ITP, 2012). This study aimed to investigate the factors which could influence the SMEs’ adoption of e-commerce. In order to accomplish this objective, the researcher investigated the previous studies, on the same approach, in order to identify the gap, within the literature, regarding the adoption of e-commerce amongst SMEs. Additionally, the researcher integrated existing theories on the adoption of innovation in order to develop a conceptual framework for the determinants of the adoption of e-commerce in the SMEs sector. The researcher reviewed the Diffusion of Innovation (DOI); Resource Based View of the Firm (RBV); Technology–Organization–Environment (TOE) Model; and Technology Acceptance Models (TAM) to give constructive information about the firm and decision makers, within the firm, who were believed to have an impact on the adoption of innovation. 3 The proposed model was tested using quantitative research data. The data was collected by means of an online questionnaire survey and, subsequently, due to the high rate of non-respondents, changed to a face-to-face survey. A total of 130 usable responses were generated for purpose of analysis. The study contributed to the existing research by providing valuable information about the factors which influenced the SMEs’ adoption of e-commerce. As the results showed, there were 6 groups of factors which impacted mainly on the adoption processes. Namely, these were: Decision maker characteristics (education level, position within the firm, management support, management attitude); organisational characteristics (firm activity, firm size, firm’s assets/capital, firm age, employee’s IT knowledge, firm marketing capability); innovation characteristics (Perceived Relative Advantage); e-readiness (Individual and organisation e-readiness); government support; and barriers to e-commerce. This study’s findings offered important information for Egyptian government, policy makers and managerial participants; those were the people who encouraged the Egyptian SMEs to adopt e-commerce. These findings could be generalised to be applied to other countries with similar conditions to Egypt, as well as being applicable to Egyptian SMEs in other sectors

Artificial Intelligence and Bank Soundness: Between the Devil and the Deep Blue Sea - Part 2

Banks have experienced chronic weaknesses as well as frequent crisis over the years. As bank failures are costly and affect global economies, banks are constantly under intense scrutiny by regulators. This makes banks the most highly regulated industry in the world today. As banks grow into the 21st century framework, banks are in need to embrace Artificial Intelligence (AI) to not only to provide personalized world class service to its large database of customers but most importantly to survive. The chapter provides a taxonomy of bank soundness in the face of AI through the lens of CAMELS where C (Capital), A(Asset), M(Management), E(Earnings), L(Liquidity), S(Sensitivity). The taxonomy partitions challenges from the main strand of CAMELS into distinct categories of AI into 1(C), 4(A), 17(M), 8 (E), 1(L), 2(S) categories that banks and regulatory teams need to consider in evaluating AI use in banks. Although AI offers numerous opportunities to enable banks to operate more efficiently and effectively, at the same time banks also need to give assurance that AI ‘do no harm’ to stakeholders. Posing many unresolved questions, it seems that banks are trapped between the devil and the deep blue sea for now