Technology and Service Quality in the Banking Industry: An Empirical Study of Various Factors in Electronic Banking Services

Technology-based self service has greatly changed the way that service Firms and consumers interact and are raising a host of research and practice issues relating to the delivery of e-service which has become increasingly important not only in determining the success or failure of electronic commerce but also in providing consumers with a superior experience with respect to the interactive flow of information. The purpose of this research study was to establish the relationship between technology and service quality in the banking industry in Nigeria. The research was carried out through a cross sectional smvey design which questioned respondents one e-banking services. The population of study mainly constituted of customers of Oceanic bank within Lagos metropolis and its environs. The respondents of the study were customers of banks using e-banking services (internet banking, mobile banking and AIM). The sample in this study consisted of 120 respondents who are users of thee-banking services. The data collected was analyzed by use of frequency, percentage, means and correlation analysis. The findings revealed that secure services as the most important dimension, followed by convenient location of AIM, efficiency (not need to wait, ability to set up accounts so that the customer can perform transactions immediately, accurately of records, user friendly, ease of user, complaint satisfaction, accurate transactions and operation in 24 h)

An exploratory study in the use of SERVPERF to measure B2B service quality in the Maltese hotel industry

This paper focuses on the use of the SERVPERF instrument in order to measure service quality. The author visited one of Malta's major hotels . Three identical questionnaires were completed by the hotel's Purchasing Manager. An interview was also held. it seems likely that supplier 2 gives the best service. The results of the questionnaire are discussed in the light of customer-buyer relationships. This includes the use of power, competence and media richness.peer-reviewe

Towards designing a sustainable is-enabled service delivery system

This paper aims to bring into focus the concept of service sustainability. The normative literature advocates that services by companies, government institutions and service delivery are still posing great challenges to many organizations in this digital age. In highlighting the distinctive feature of service innovation, businesses will be able to maintain competitive advantage. In examining the literature on the service concept, successful companies have the customer at the forefront of their business strategy. As a result, the authors formulate suggestions on the most effective way an organization and the people concerned, can recast strategic thinking. to anticipate and adapt to ever increasing changing service environment. The contribution of the study is an IS-enabled Service Delivery Model (SDM) that places customer and staff as an integral part of the service delivery system with managed interactions and continuous quality control. This intends to support practitioners and researchers which could provide the former useful means of conceptualizing service, and raises an important issue to the latter in revisiting service quality research

The Chain of Quality through Integrated Product Development

Today, it is almost impossible to find a manufacturer who has not been significantly influenced by the quality culture, but it is evident that some are doing more to improve their product quality than others are. The so-called "Chain of Quality" through integrated product development is a useful metaphor since it recognises that quality is a continuing topic of attention throughout the product development process and that discrete, quality related activities in the process are inter-linked. Depending upon how the product development process is modelled, the chain can be viewed as open or closed with single or parallel threads. In this paper, the overall purpose of the chain, the nature and identity of its many links and the relationship of the chain to the product development process will be discussed. In so doing, this paper will present an overall picture of important product development strategies and practices that can have a key impact on product quality

Crashworthiness capability of jute and glass fibre reinforced epoxy tubes under quasi-static loading condition for automotive application

During last few years, the interest in using natural fibers as reinforcement in polymers has increased dramatically. Natural fibers are not only strong and lightweight but also relatively very cheap. This study examined the potential utilization of jute in the crash energy absorption. A combination of hand layup and vacuum bladder technique was kused to search the influence of utilizing jute fibre on crashworthiness parameters of composite materials. To improve the mechanical properties, jute fiber was hybridized with glass fiber. In this work, there are two main parts of study. Firstly, it is to investigate the effect of cross-sectional shapes, number of layers and temperature treatment on the progressive deformation of jute/epoxy composite tubes. Secondly, the suitable type of geometry was chosen to study the effect of hybrid (jute-glass/epoxy) onto the structural designs. All the tests were undergone quasi-static axial crushing of 10 mm/min. Their peak load (Pmax), mean load (Pm), energy absorption (EA) and specific energy absorption (SEA) were discussed in detail. In the study of types of five geometrical shapes (corrugated, circular, hexagonal, octagonal and decagonal cross sectional) with different number of layers (two, three and four layers). It is found that the corrugated geometric shape with three layers (RHS) gives the best energy absorption (30.92 J/g) in specific energy absorption parameter compared to other geometries used in present study. For the temperature treatment, the results showed that the post-curing by gradual temperature treatment (TT) improved the peak load by decreased with 55% as compared to similar circular specimen without temperature treatment (No TT). From the test, it is found that the substitution of one layer of jute fibre with one layer of glass fibre resulted in an improvement in the crashworthiness parameters than layers jute. The best result was obtained when hybrid jute-glass was used, where the energy absorption and specific energy absorption was improved by about 43% and 31%, respectively

Ambiguity in multicriteria quality decisions.

Quality is becoming an issue of increasing strategic importance in business. The aim of this paper is to analyze quality from a decision-making perspective. Quality decisions are characterized by their ambiguity while their evaluation uses a multicriteria viewpoint. Fuzzy decision theory provides a conceptual framework to model decisions with these features. It enables the decision maker to add his/her own experience and any other type of information to that obtained from hard figures. This theory is applied to a set of quality decision alternatives which are evaluated using different criteria such as their impact on fixed costs, cost of quality, leadtime and flexibility. The approach provided in this paper can be extended to other quality decisions.Quality decision-making; Quality dimensions; Fuzzy multicriteria decision making;

Transactional versus Relational Customer Orientation: Developing a Segmentation Tool in the French Banking Industry An exploratory study

The authors conduct an exploratory study in order to develop a measurement scale of customers' transactional/ relational orientation. The study is implemented in the context of French industry in both B.-to-C. and B.-to-B. environments. They show that transactional/ relational orientation can be measured following four dimensions: affective, technical, short-term and long-term dimensions. This scale is the first in this field and further research is necessary in order to improve its applications and functions. Moreover, this work remains limited in application to the French banking industry.Transactional orientation; Relational Orientation; Segmentation Tool; French Banking Industry

An Ontology for Product-Service Systems

Industries are transforming their business strategy from a product-centric to a more service-centric nature by bundling products and services into integrated solutions to enhance the relationship between their customers. Since Product- Service Systems design research is currently at a rudimentary stage, the development of a robust ontology for this area would be helpful. The advantages of a standardized ontology are that it could help researchers and practitioners to communicate their views without ambiguity and thus encourage the conception and implementation of useful methods and tools. In this paper, an initial structure of a PSS ontology from the design perspective is proposed and evaluated

Building Organisational Capability: Your Future, Your Business

Much has been written about the benefits to be derived from maximising organisational capability as a means of increasing competitive advantage, establishing human resource functions as a strategic partner and improving stakeholder satisfaction. However, there is very little in the research on how organisations build their organisational capability. This paper proposes a Model of Organisational Capability based on three domains – the Strategic Intent, Organisational Structures and Individual Knowledge. The Model explores how systems and processes can be aligned to maximize organisational capability. The model can be used by researchers to examine the forces that build organisational capability in organisations, and determine critical success factors. Practitioners wishing to maximize their organisational capability can draw on the Model and suggested steps, to assist them to explore the organisational capability agenda for their busines