Search results for: hotel customers

Authors: Nahid Ehsani, Amir Hossein Rezvanfar

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The main objective of this study is to investigate psychological and socio-cultural factors effective on the tendency of the villagers to use e-banking services. The current paper is an applied study considering its objectives. The main data gathering tool in the current study is a made questionnaire which is designed and executed based on the conceptual background of the subject matter and the objectives and hypotheses of the study. The statistical population of this study includes all the customers of rural branches of Agricultural Bank in Ilam Province (N=82885). Among these 120 participants were chosen through sample size determination formula and they were studied using stratified random sampling method. In the analytical statistics level the results obtained from calculating Spearman’s Correlative Coefficient showed that socio-cultural and psychological factors had a significant impact of the extent of the tendency of the villagers to use e-banking services of the Agricultural Bank at the 99% level. Furthermore, stepwise multiple regression analysis showed that both sets of psychological factors as well as socio-economic factors were able to explain 50 percent of the variance of the independent variable; namely the tendency of villagers to use e-banking services.

Keywords: e-banking, agricultural bank, tendency, socio-economic factors, psychological factors

Procedia PDF Downloads 532

Authors: Nadia Adnan, Muhammad Mohsin Raza, Latha Ravindran

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Based on the principles above, the study presents an economic model of food waste for consumers, intermediaries, and producers. We discriminate between purchasing and selling, purchases versus customers consumption, and gross output versus sales for each intermediary. To compensate for waste at each level of the supply chain, agents must charge higher sales prices. The research model can produce more accurate predictions about how actions (public regulations or private efforts) to reduce food waste impact markets, including indirect (cascading) effects. With a formal model, researchers demonstrate the uniqueness of these interaction effects and simulate an empirical model calibrated to market characteristics and waste rates in Saudi Arabia. Researchers demonstrate that the effects of waste reduction differ per commodity, depending on supply and demand elasticities, degree of openness to international commerce, and the beginning rates of food loss and waste at each level of the value chain. Because of the consequential effects related to the supply chain, initiatives to minimize food waste will be strengthened in some circumstances and partially countered in others.

Keywords: food loss, food waste, supply chain management, Saudi Arabia, food supply

Procedia PDF Downloads 107

Authors: Ruchika Yadav

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Street vendors are the integral component of urban economies of the world. They are the distributors of affordable goods and services and provide convenient and accessible retail options to the customers and form a vital part of the social and economic life of a city. A street vendor as an occupation existed for hundreds of years and considered to be as a cornerstone of many cities. In this paper, our objective is to analyze the socio-economic profile of street vendors, identification of their problems and to suggest remedial measures for the betterment based on the observation and suggestions of the street vendors. To conduct this study, primary data has been collected with the help of field survey and direct questionnaire to the respondents in Aligarh City which contains all the information relevant to social and economic conditions. The overall analysis of this study reveals street vendors are the backward sections of the society possess medium to the low-level standard of living due to illiteracy; their working environment and social security issues are not addressed properly. They are unaware of many of the governmental schemes launched for poverty alleviation and their poor accessibility in basic amenities leads to the backward socio-economic status in the society. The results found in this study can be very useful and helping tool for the policymakers to know the socio-economic conditions of the street vendors in detail.

Keywords: abject poverty, socio-economic conditions, street vendors, vulnerability

Procedia PDF Downloads 140

Authors: Menelik Tilahun Alemu

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Customs administrations are now increasingly regarded as the key border agencies responsible for all transactions related to issues arising from the border crossings of goods and people. Raising revenue has traditionally been high on the agenda of governments, represented by the Ministry of Finance (MOF), because of the critical importance of import duties as a source of budget revenue for many developing countries. Most of these functions are undertaken in close cooperation with other national agencies. Due to the need to make structural reforms that consider the nature of business activities in the world and the needs of consumers, the institution was previously divided into the Ministry of Revenue and the Customs Commission. Accordingly, the Ministry of Revenue is primarily responsible for administering and collecting local taxes, while the Customs Commission is responsible for administering customs matters; It supports exports and collects revenue from it. The National Import and Export Trade Service System is working to make the world more transparent and standardized and adapt to the current situation by formulating various guidelines, rules and procedures to provide a clear, simple, predictable and accessible service to customers. As a result, the commission will be able to streamline the business process by enabling Paperless customer service to support the service delivery technology and eliminate the customer iteration without having to incur unnecessary costs and inconveniences.

Keywords: business, consumers, adapt, transparent

Procedia PDF Downloads 50

Authors: Rhoann Kerh, Chen-Fu Chien, Kuo-Yi Lin

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In the era of rapidly increasing notebook market, consumer electronics manufacturers are facing a highly dynamic and competitive environment. In particular, the product appearance is the first part for user to distinguish the product from the product of other brands. Notebook product should differ in its appearance to engage users and contribute to the user experience (UX). The UX evaluates various product concepts to find the design for user needs; in addition, help the designer to further understand the product appearance preference of different market segment. However, few studies have been done for exploring the relationship between consumer background and the reaction of product appearance. This study aims to propose a data mining framework to capture the user’s information and the important relation between product appearance factors. The proposed framework consists of problem definition and structuring, data preparation, rules generation, and results evaluation and interpretation. An empirical study has been done in Taiwan that recruited 168 subjects from different background to experience the appearance performance of 11 different portable computers. The results assist the designers to develop product strategies based on the characteristics of consumers and the product concept that related to the UX, which help to launch the products to the right customers and increase the market shares. The results have shown the practical feasibility of the proposed framework.

Keywords: consumers decision making, product design, rough set theory, user experience

Procedia PDF Downloads 313

Authors: Mehrnoosh Askarizadeh

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In an ever changeable and globalized world with new economic and global competitors competing for the same customers and resources, is increasing the pressure on organizations' competitiveness. In addition, organizations faces additional challenges due to an ever-growing amount of data and the ever-bigger challenge of analyzing that data and keeping the data secure. Successful companies are characterized by exploiting their intellectual capital in an efficient manner. Thus, the most valuable asset an organization has today has become its employees' knowledge. To enable this, there is a tool that supports easier handling and optimizes the use of knowledge, which is knowledge management. Based on the theoretical framework and careful review as well as analysis of interviews and observations resulted in six essential areas: structure, management, compensation, communication, trust and motivation. The analysis showed that the scientific articles and literature have different perspectives, different definitions and are based on different theories but the essence is that they all finally seems to arrive at the same result and conclusion, although with different viewpoints and perspectives. This is regardless of whether the focus is on management style, rewards or communication they all focus on the individual. The conclusion is that organizational culture affects knowledge management and dissemination of information, because of its direct impact on the individual. The largest and most important underlying factor why we choose to participate in improvement work or share knowledge is our motivation. Motivation is the reason for and the reason behind our actions.

Keywords: lean, lean production, knowledge management, information management, motivation

Procedia PDF Downloads 519

Authors: Constant Akama, Frank Kulor, Frederick Agyemang

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All over the world, due to increasing population, electric power distribution companies are looking for more efficient ways of reading electricity meters. In Ghana, the prepaid metering system was introduced in 2007 to replace the manual system of reading which was fraught with inefficiencies. However, the prepaid system in Ghana is not capable of integration with online systems such as e-commerce platforms and remote monitoring systems. In this paper, we present a design framework for an automatic metering system that can be integrated with e-commerce platforms and remote monitoring systems. The meter was designed using ADE 7755 which reads the energy consumption and the reading is processed by a microcontroller connected to Sim900 General Packet Radio Service module containing a GSM chip provisioned with an Access Point Name. The system also has a billing server and a management server located at the premises of the utility company which communicate with the meter over a Virtual Private Network and GPRS. With this system, customers can buy credit online and the credit will be transferred securely to the meter. Also, when a fault is reported, the utility company can log into the meter remotely through the management server to troubleshoot the problem.

Keywords: access point name, general packet radio service, GSM, virtual private network

Procedia PDF Downloads 299

Authors: Charitha Harshani Perera, Rajkishore Nayak, Long Thang Van Nguyen

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With the advent of social media, Vietnam has changed the way customers perceive the information about the brand. In the context of higher education, the adoption of social media has received attention with the increasing rate of social media usage among undergraduates. Brand-related user-generated content (UGC) on social media emphasizes the social ties between users and users’ participation, which promotes the communication to build and maintain the relationship with the brands. Although brand positioning offers a significant competitive advantage, the association with brand-related user-generated content in social media with brand positioning in the context of higher education is still an under-researched area. Accordingly, using social identity theory and social exchange theory, this research aims to deepen our understanding of the influence of brand-related user-generated content on brand positioning and purchase intention. Employing a quantitative survey design,384 Vietnamese undergraduates were selected based on purposive sampling. The findings suggest that brand-related user-generated content influence brand positioning and brand choice intention. However, there is a significant mediating effect of the reliability and understandability of the content.

Keywords: brand positioning, brand-related user-generated content, emerging countries, higher education

Procedia PDF Downloads 177

Authors: Abdikarim Barqadle Igale

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The main objective of this study is to find out the indicators of excellent supply chain management based on game theory. The study employed a survey design to collect data. A total of 268 respondents participated in this research. The results indicate that both companies (Coca-cola & Yousran International) managed to effectively use the physical and information flows but were different from the focus on the items in the two key areas. The Coca-cola, for instance, sustained to utilize the flows of excellent planning, starting from row materials, timing, transformation, transportation, and storage of goods to reach consumer’s hands on one side and solid linkage to strategic partners to plan and work together for long-term control of better day-to-day supply chains of goods and materials down to customers’ consumption on the other. Meanwhile, the Yousran International heavily concentrated on the physical side with moderate rapports with strategic partners for long-term improvement on supply chain. The study proposes that strong combination of effective use of both physical and information flows are good indicators of better supply chain management in today’s emerging companies.

Keywords: game theory, physical flow, supply chain management, indicators

Procedia PDF Downloads 285

Authors: Peter Dzakah Fanam, Hong O. Nguyen, Stephen Cahoon

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The objective of this study is to explore the buying behavior of the freight forwarders and to evaluate how their buying decision affects the ocean container carriers’ market share. This study analysed the buying decisions of the freight forwarders and validated the process of stages that the freight forwarders’ pass through before choosing an ocean container carrier. Factor analysis was applied to data collected from 105 freight forwarding companies to unveil the influential factors the freight forwarders’ consider important when selecting an ocean container carrier. This study did not only analysed the buying behaviour of the freight forwarders but also unveiled the influential factors affecting the competitiveness of the ocean container carriers in their market share maximisation. Furthermore, the study have made a methodological contribution that helps in better understanding of the critical factors influencing the selection of the ocean container carriers from the freight forwarders’ perspective. The implications of the freight forwarders’ buying behaviour is important to the ocean container carriers because it have severe effect on the market share of the ocean container carriers and the percentage of customers they control within the liner shipping sector. The findings of this study will help the ocean container carriers to formulate relevant marketing strategies in attracting the freight forwarders in purchasing the liner shipping service.

Keywords: ocean carrier, freight forwarder, buying behaviour, influential factors

Procedia PDF Downloads 251

Authors: Umukoro Omonigho Simon, Ashaolu David ‘Diya, Aroyewun-Olaleye Temitope Folashade

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The VELMA Action to Reduce Cybercrime (ARC) is an initiative, the first of its kind in Nigeria, designed to identify, rehabilitate and empower repentant cybercrime offenders popularly known as ‘yahoo boys’ in Nigerian parlance. Velma ARC provides social inclusion boot camps with the goal of rehabilitating cybercriminals via psychotherapeutic interventions, improving their IT skills, and empowering them to make constructive contributions to society. This report highlights the psychological interventions provided for participants of the maiden edition of the Velma ARC boot camp and presents the outcomes of these interventions. The boot camp was set up in a hotel premises which was booked solely for the 1 month event. The participants were selected and invited via the Velma online recruitment portal based on an objective double-blind selection process from a pool of potential participants who signified interest via the registration portal. The participants were first taken through psychological profiling (personality, symptomology and psychopathology) before the individual and group sessions began. They were profiled using the Minnesota Multiphasic Personality Inventory -2- Restructured Form (MMPI-2-RF), the latest version of its series. Individual psychotherapy sessions were conducted for all participants based on what was interpreted on their profiles. Focus group discussion was held later to discuss a movie titled ‘catch me if you can’ directed by Steven Spielberg, featuring Leonardo De Caprio and Tom Hanks. The movie was based on the true life story of Frank Abagnale, who was a notorious scammer and con artist in his youthful years. Emergent themes from the movie were discussed as psycho-educative parameters for the participants. The overall evaluation of outcomes from the VELMA ARC rehabilitation boot camp stemmed from a disaggregated assessment of observed changes which are summarized in the final report of the clinical psychologist and was detailed enough to infer genuine repentance and positive change in attitude towards cybercrime among the participants. Follow up services were incorporated to validate initial observations. This gives credence to the potency of the psycho-educative intervention provided during the Velma ARC boot camp. It was recommended that support and collaborations from the government and other agencies/individuals would assist the VELMA foundation in expanding the scope and quality of the Velma ARC initiative as an additional requirement for cybercrime offenders following incarceration.

Keywords: Velma-ARC, cybercrime offenders, rehabilitation, Nigeria

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Authors: Suby Khanam, Faisal Talib, Jamshed Siddiqui

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Total Quality Management (TQM) is a managerial approach that improves the competitiveness of the industry, meanwhile Information technology (IT) was introduced with TQM for handling the technical issues which is supported by quality experts for fulfilling the customers’ requirement. Present paper aims to utilise AHP (Analytic Hierarchy Process) methodology to priorities and rank the hierarchy levels of TQM enablers and IT resource together for its successful implementation in the Information and Communication Technology (ICT) industry. A total of 17 TQM enablers (nine) and IT resources (eight) were identified and partitioned into 3 categories and were prioritised by AHP approach. The finding indicates that the 17 sub-criteria can be grouped into three main categories namely organizing, tools and techniques, and culture and people. Further, out of 17 sub-criteria, three sub-criteria: Top management commitment and support, total employee involvement, and continuous improvement got highest priority whereas three sub-criteria such as structural equation modelling, culture change, and customer satisfaction got lowest priority. The result suggests a hierarchy model for ICT industry to prioritise the enablers and resources as well as to improve the TQM and IT performance in the ICT industry. This paper has some managerial implication which suggests the managers of ICT industry to implement TQM and IT together in their organizations to get maximum benefits and how to utilize available resources. At the end, conclusions, limitation, future scope of the study are presented.

Keywords: analytic hierarchy process, information technology, information and communication technology, prioritization, total quality management

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Authors: Daniela Greven, Kathrin Endres, Shugana Sundralingam

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The use of chatbots has hardly been established in B2B companies to date and involves various challenges. The goal of this paper is to identify the biggest obstacles to the successful implementation of chatbots in B2B companies and to develop measures to overcome them. The obstacles are identified by conducting expert interviews within the framework of Eisenhardt's case study research. These are examined through a socio-technical analysis focusing on people, technology, and organization. By means of systematic literature research and in-depth interviews with German chatbot providers and customers of chatbots, measures for overcoming the obstacles are identified. Using interviews with experts from German chatbot providers, the responsible stakeholders of each measure according to the RASCI Responsibility Matrix are identified. The study shows that there are major obstacles in all areas of a socio-technical system that can cause the implementation of a chatbot to fail. A total of 44 implementation obstacles and 58 measures to overcome these obstacles are identified. The study shows that there are major obstacles in the areas of people, technology, and organization of a socio-technical system that can cause the implementation of a chatbot to fail. A holistic view is therefore essential. The results provide firms with a guideline on how to overcome potential obstacles during chatbot implementation in B2B customer service.

Keywords: chatbots, socio-technical analysis, B2B customer service, implementation success factors

Procedia PDF Downloads 94

Authors: Francisco Liaño-Carrera, Jorge Enrique Baños-Illana, Arturo Gómez-Barrero, José Isaac Ramírez-Macías, Erik Omar Paredes-JuáRez, David Salas-Monreal, Mayra Lorena Riveron-Enzastiga

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Topographical changes in coastal areas are usually assessed with airborne LIDAR and conventional photogrammetry. In recent times Unmanned Aerial Vehicles (UAV) have been used several in photogrammetric applications including coastline evolution. However, its use goes further by using the points cloud associated to generate beach Digital Elevation Models (DEM). We present a methodology for monitoring coastal topographic changes along a 50 km coastline in Veracruz, Mexico using high-resolution images (less than 10 cm ground resolution) and dense points cloud captured with an UAV. This monitoring develops in the context of the port of Veracruz expansion project which construction began in 2015 and intends to characterize coast evolution and prevent and mitigate project impacts on coastal environments. The monitoring began with a historical coastline reconstruction since 1979 to 2015 using aerial photography and Landsat imagery. We could define some patterns: the northern part of the study area showed accretion while the southern part of the study area showed erosion. Since the study area is located off the port of Veracruz, a touristic and economical Mexican urban city, where coastal development structures have been built since 1979 in a continuous way, the local beaches of the touristic area are been refilled constantly. Those areas were not described as accretion since every month sand-filled trucks refill the sand beaches located in front of the hotel area. The construction of marinas and the comitial port of Veracruz, the old and the new expansion were made in the erosion part of the area. Northward from the City of Veracruz the beaches were described as accretion areas while southward from the city, the beaches were described as erosion areas. One of the problems is the expansion of the new development in the southern area of the city using the beach view as an incentive to buy front beach houses. We assessed coastal changes between seasons using high-resolution images and also points clouds during 2016 and preliminary results confirm that UAVs can be used in permanent coast monitoring programs with excellent performance and detail.

Keywords: digital elevation model, high-resolution images, topographic coast monitoring, unmanned aerial vehicle

Procedia PDF Downloads 270

Authors: Pradeep Kumar, Shibashish Chakraborty, Sasadhar Bera

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In the anticipation of demand fluctuations, services cannot be inventoried and hence it creates a difficult problem in marketing of services. The inability to meet customers (patients) requirements in healthcare context has more serious consequences than other service sectors. In order to meet patient requirements in the current uncertain environment, healthcare organizations are seeking ways for improved service delivery. Flexibility provides a mechanism for reducing variability in service encounters and improved performance. Flexibility is defined as the ability of the organization to cope with changing circumstances or instability caused by the environment. Patient satisfaction is an important performance outcome of healthcare organizations. However, the paucity of information exists in healthcare delivery context to examine the impact of flexibility on patient satisfaction and behavioral intention. The present study is an attempt to develop a conceptual foundation for investigating overall impact of flexibility on patient satisfaction and behavioral intention. Several dimensions of flexibility in healthcare context are examined and proposed to have a significant impact on patient satisfaction and intention. Furthermore, the study involves a critical examination of determinants of patient satisfaction and development of a comprehensive view the relationship between flexibility, patient satisfaction and behavioral intention. Finally, theoretical contributions and implications for healthcare professionals are suggested from flexibility perspective.

Keywords: healthcare, flexibility, patient satisfaction, behavioral intention

Procedia PDF Downloads 370

Authors: Maximilian Richter

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Implementing shared autonomous electric vehicles (SAEVs) has many advantages. The main advantages are achieved when SAEVs are offered as on-demand services by a fleet operator. However, autonomous mobility on demand (AMoD) will be distributed nationwide only if a fleet operation is economically profitable for the operator. This paper proposes a microscopic approach to modeling two implementation scenarios of an AMoD fleet. The city of Zurich is used as a case study, with the results and findings being generalizable to other similar European and North American cities. The data are based on the traffic model of the canton of Zurich (Gesamtverkehrsmodell des Kantons Zürich (GVM-ZH)). To determine financial profitability, demand is based on the simulation results and combined with analyzing the costs of a SAEV per kilometer. The results demonstrate that depending on the scenario; journeys can be offered profitably to customers for CHF 0.3 up to CHF 0.4 per kilometer. While larger fleets allowed for lower price levels and increased profits in the long term, smaller fleets exhibit elevated efficiency levels and profit opportunities per day. The paper concludes with recommendations for how fleet operators can prepare themselves to maximize profit in the autonomous future.

Keywords: autonomous vehicle, mobility on demand, traffic simulation, fleet provider

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Authors: Nieto Bernal Wilson, Carmona Suarez Edgar

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The organizations have structured and unstructured information in different formats, sources, and systems. Part of these come from ERP under OLTP processing that support the information system, however these organizations in OLAP processing level, presented some deficiencies, part of this problematic lies in that does not exist interesting into extract knowledge from their data sources, as also the absence of operational capabilities to tackle with these kind of projects.  Data Warehouse and its applications are considered as non-proprietary tools, which are of great interest to business intelligence, since they are repositories basis for creating models or patterns (behavior of customers, suppliers, products, social networks and genomics) and facilitate corporate decision making and research. The following paper present a structured methodology, simple, inspired from the agile development models as Scrum, XP and AUP. Also the models object relational, spatial data models, and the base line of data modeling under UML and Big data, from this way sought to deliver an agile methodology for the developing of data warehouses, simple and of easy application. The methodology naturally take into account the application of process for the respectively information analysis, visualization and data mining, particularly for patterns generation and derived models from the objects facts structured.

Keywords: data warehouse, model data, big data, object fact, object relational fact, process developed data warehouse

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Authors: Gil Yaron, Rebecca Gordon, John Best, Sunil Choudhary

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There have been a number of studies examining the impact of microfinance; however, the magnitude of impact varies across regions, and there has been mixed evidence due to the differences in the nature of interventions, context and the way in which microfinance is implemented. The Rojiroti approach to microfinance involves the creation of women's self-help groups (SHGs), rotated loans from savings and subsequent credit from a Bihar-based NGO. Rojiroti serves customers who are significantly poorer and more marginalised than those typically served by microfinance in India. In the data analysed, more than 90 percent of members are from scheduled caste and tribes (62 percent) or other disadvantaged castes. This paper analyses the impact of Rojiroti microfinance using panel data on 740 new SHG members and 340 women in matched control sites at baseline and after 18 months. We consider changes in assets, children's education, women's mobility and domestic violence among other indicators. These results show significant gains for Rojiroti borrowers relative to control sites for important, but not all, variables. Comparison with more longstanding SHGs (at least 36 months) helps to explain how the borrowing patterns of poor and marginalised SHG members evolve. The context of this intervention is also important; in this case, innovative microfinance is provided too much poorer and marginalised women than is typically the case, and so the results seen are in contrast to numerous studies that show little or no effect of microfinance on the lives of their clients.

Keywords: microfinance, gender, impact, pro-poor

Procedia PDF Downloads 157

Authors: Pedro Esteban

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Today’s electrical networks, including microgrids, are evolving into smart grids. The smart grid concept brings the idea that the power comes from various sources (continuous or intermittent), in various forms (AC or DC, high, medium or low voltage, etc.), and it must be integrated into the electric power system in a smart way to guarantee a continuous and reliable supply that complies with power quality and energy efficiency standards and grid code requirements. This idea brings questions for the different players like how the required power will be generated, what kind of power will be more suitable, how to store exceeding levels for short or long-term usage, and how to combine and distribute all the different generation power sources in an efficient way. To address these issues, there has been lots of development in recent years on the field of on-grid and off-grid hybrid power systems (HPS). These systems usually combine one or more modes of electricity generation together with energy storage to ensure optimal supply reliability and high level of energy security. Hybrid power systems combine power generation and energy storage technologies together with real-time energy management and innovative power quality and energy efficiency improvement functionalities. These systems help customers achieve targets for clean energy generation, they add flexibility to the electrical grid, and they optimize the installation by improving its power quality and energy efficiency.

Keywords: microgrids, hybrid power systems, energy storage, power quality improvement

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Authors: Ahmed F. Abdel Qader

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Viral marketing has resulted in a lot of excitement recently as a novel technology in the field of marketing. The need of porting institutions to attract new customers for sporting products and services has increased, especially as many international and Arab clubs rely on them for most of their funding. These organizations, especially clubs, have outlets for selling their products and services; therefore, they are in need for new approaches that are related to modern communication and innovative distribution methods that can depend on the present audience in conveying e-ads to other users in light of the increase in social media users in the Arab world. This study aims at developing a marketing plan for sporting products and services through viral marketing of social media users. The researcher used the descriptive method. The sample consisted of 1991 social media users in 13 Arab countries. The questionnaire consisted of five themes and 42 items. Allan Dib 'one-page marketing plan' was used to develop the sporting products and services marketing plan. The study found that participants reported watching e-ads of sporting products and services that appeared during browsing social media pages; Facebook was the most used means for receiving ads about sporting products and services; sharing the product’s ad depends on the availability of incentives; purchasing sporting products and services takes place after a recommendation by a relative or a friend; and their evaluation of sporting products and services depends on the experiences of other people. The study recommends that the proposed plan should be used in marketing sporting products and services.

Keywords: viral marketing, sporting products, social media, Arab world

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Authors: E. Elgohary, R. Abdelazyz

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The research aims to clarify the effect of the marketing culture on improving the e-service quality for foreign and domestic information technology companies in the Arab Republic of Egypt. So the researcher sought to include the dimensions of the marketing culture, which are (customer service, management style, sales mission, internal communications, technology, wages and rewards, innovation) as measures of marketing culture for its effect on improving the e-service quality in this research. The research population consists of employees and customers of the companies under study. The research problem was the following question: What is the effect of the actual application of marketing culture on improving the e-service quality? To answer that, three main hypotheses were adopted, and they were tested by statistical means for the data collected through a questionnaire prepared and distributed for this purpose. Accordingly, the research presented a set of results, the most important of which are: the need to pay attention to the dimensions of the marketing culture to improve the e-service quality, foreign companies were the most popular companies in applying the marketing culture compared to local companies. The research also recommends designing a system to continuously measure the performance of electronic service providers and work on spreading the culture of innovation among employees, linking reward programs to the extent of commitment to applying the elements of marketing culture while doing business.

Keywords: marketing culture, e-service quality, measurement models, quality measurements

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Authors: Mahfoodh Saleh Al Sabbagh, Venkoba Rao

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There is plenty of research, both in academic and consultancy circles, about the importance and benefits of employee engagement and customer engagement and how it gives organization an opportunity to reduce variability and improve performance. Customer engagement is directly related to the engagement level of the organization's employees. It is therefore important to measure both. This research drawing from the work of Human Sigma by Fleming and Asplund, attempts to assess engagement level of customer and employees - the human systems of business - in an educational setup. Student is important to an educational institute and is a customer to be served efficiently and effectively. Considering student as customer and faculty as employees serving them, in–depth interviews were conducted to analyze the relationship between faculty and student engagement in two leading colleges in Oman, one from private sector and another from public sector. The study relied mainly on secondary data sources to understand the concept of engagement. However, the search of secondary sources was extensive to compensate the limited primary data. The results indicate that high faculty engagement is likely to lead to high student engagement. Engaged students were excited about learning, loved the feeling of they being cared as a person by their faculty and advocated the organization to other. The interaction truly represents an opportunity to build emotional connection to the organization. This study could be of interest to organizations interest in building and maintaining engagement with employees and customers.

Keywords: customer engagement, consumer psychology, strategy, educational institutes

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Authors: Tahra El-Obeid, Reham Mousa, Amal Alzahiri

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During the past few years the traditional market of Qatar has become an attraction to many customers who eat from the numerous women street vendors selling Qatari traditional dishes. To gain an understanding on the safety of these street vended foods, we designed the study to test microbiological quality of 14 different Qatari foods sold in Souk Wagif, the main traditional market in Qatar. This study was conducted to mainly identify presence or absence of microbial pathogens. A total of 56 samples were purchased from 10 different street vendors and the samples were collected randomly on different days. The samples were tested for microbial contaminants at Central Food Laboratories, Doha, Qatar. The qualitative study was conducted using Real Time-PCR to screen for; Salmonella spp., Listeria monocytogenes, Escherichia coli and E. coli 0157:H7. Out of the 56 samples, only two samples “Biryani” and “Khabess” contained E. coli. However, both samples tested negative for E. coli O157:H7. The microbial contamination of the Qatari traditional street vended foods was 3%. This result may be attributed to the food safety training requirement set by the regulatory authorities before issuing any license to food handlers in Qatar as well as the food inspection conducted by the food health inspectors on a regular basis.

Keywords: microbiological quality, street vended food, traditional dishes, Qatar

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Authors: Anjali Chouksey, Riya Nimje, Jahanvi Saraf

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Online transactions have increased dramatically in this new ‘social-distancing’ era. With online transactions, Fraud in online payments has also increased significantly. Frauds are a significant problem in various industries like insurance companies, baking, etc. These frauds include leaking sensitive information related to the credit card, which can be easily misused. Due to the government also pushing online transactions, E-commerce is on a boom. But due to increasing frauds in online payments, these E-commerce industries are suffering a great loss of trust from their customers. These companies are finding credit card fraud to be a big problem. People have started using online payment options and thus are becoming easy targets of credit card fraud. In this research paper, we will be discussing machine learning algorithms. We have used a decision tree, XGBOOST, k-nearest neighbour, logistic-regression, random forest, and SVM on a dataset in which there are transactions done online mode using credit cards. We will test all these algorithms for detecting fraud cases using the confusion matrix, F1 score, and calculating the accuracy score for each model to identify which algorithm can be used in detecting frauds.

Keywords: machine learning, fraud detection, artificial intelligence, decision tree, k nearest neighbour, random forest, XGBOOST, logistic regression, support vector machine

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Authors: María de los Ángeles Crespo López, Carmen García García

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The highly competitive nature of today's globalised marketplace requires that brands and stores develop effective commercial strategies to ensure their economic survival. Maintaining the loyalty of existing customers constitutes one key strategy that yields the best results. Although the relationship between consumers' self-congruity and their manifestations of loyalty towards a store has been investigated, the role of store personality in this relationship remains unclear. In this study, multiple parallel mediation analysis was used to examine the effect of Store Personality on the relationship between Self-Congruity of consumers and their Manifestations of Loyalty. For this purpose, 457 Spanish consumers of the Fnac store completed three self-report questionnaires assessing Store Personality, Self-Congruity, and Store Loyalty. The data were analyzed using the SPSS macro PROCESS. The results revealed that three dimensions of Store Personality, namely Exciting, Close and Competent Store, positively and significantly mediated the relationship between Self-Congruity and Manifestations of Loyalty. The indirect effect of Competent Store was the greatest. This means that a consumer with higher levels of Self-Congruity with the store will exhibit more Manifestations of Loyalty when the store is perceived as Exciting, Close or Competent. These findings suggest that more attention should be paid to the perceived personality of stores for the development of effective marketing strategies to maintain or increase consumers' manifestations of loyalty towards stores.

Keywords: multiple parallel mediation, PROCESS, self-congruence, store loyalty, store personality

Procedia PDF Downloads 158

Authors: Siran Offman, TeóFilo Nhamuhuco, EzíDio Cuamba

Abstract:

Scylla serrata is important for livelihood in coastal communities in Metuge District, Northern Mozambique, where the study was conducted from June to August 2014. The aim was to estimate the socioeconomic impact of mangrove crabs captures in Metuge communities. Data was collected based on semi-structured questionnaire in the landing sites and in local crab markets. In total were inquired 26 crab collectors and 6 traders, this activity is practiced only by men, with ages ranging from 15 to 68 years old. To capture the crab the collectors use a long iron hook with 1.5-2 meters, during 5-7 times per week, spending about 5-8 hours a day. The captured varied from 2-20 kg per day. In the village 1 kg costs 1-1.5 USD and 3 USD applied by traders who sell along the streets, for tourists and specific customers from Asia, where the traders can sell until 50 kg.The incomes vary from 11-174USD per month. The value chain between the collectors and trader is unreasonable, as the second makes less effort and earns more, thereby the socio-economic impact is observed, however not high for the collectors, as the money is intended to purchase food and agricultural instruments. In another hand, 90% of collectors dropped out the school, and the money does not have a great impact as they still have precarious housing, rely on community wells to access water, do not have electric power and possess high number of family members.

Keywords: socio-economic and of, impacts, capture, sale, Scylla serrata

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Authors: Ibrahim Hamidu Magem

Abstract:

Employee engagement has continued to gain popularity among practitioners, consultants and academicians recent years. This is due to the fact that the engaged employees are central to organizational success in today’s highly competitive and rapidly changing business environment. Employee engagement depicts a situation whereby employee’s harnessed themselves to their work roles. The importance of employee engagement to organizations cannot be overemphasized in today’s rapidly changing business environment. Organizations both large and small are constantly striving to improve their performance, retain employees, reduce absenteeism, and create loyal customers among others. To be able to achieve these organizations need a team of highly engaged employees. In line with this, the study attempts to provide a valuable framework for understanding the antecedents and consequences of employee engagement in organizations. The paper categorizes the antecedents of employee engagement into individual and organizational factors which it is assumed that the existence of such factors could result into engaged employees that will be of benefit to organizations. Therefore, it is recommended that organizations should revisit and redesign its employee engagement system to enable them attain their organizational goals and objectives. In addition, organizations should note that engagement is personal but organizational engagement programmes should be about everyone in the organization. The findings from this paper adds to existing studies about employee engagement and also provide awareness to academics and practitioners about the importance of employee engagement to improve organizations efficiency and effectiveness, as well as to impact to overall firm performance.

Keywords: antecedents, employee engagement, job involvement, organization

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Authors: Hans Frenk, Sonya Javadi, Semih Onur Sezer

Abstract:

We consider the so-called end of life inventory problem for the supplier of a product in its final phase of the service life cycle. This phase starts when the production of the items stops and continues until the warranty of the last sold item expires. At the beginning of this phase, the supplier places a final order for spare parts to serve customers coming with defective items. At any time during the final phase, the supplier may also decide to switch to an alternative and more cost-effective policy. This alternative policy may be in the form of replacing a defective item with a substitutable product or offering discounts / rebates on new generation products. In this setup, the objective is to find a final order quantity and also a switching time which will minimize the total expected discounted cost. We study this problem under a general cost structure in a continuous-time framework where arrivals of defective items are given by a non-homogeneous Poisson process. We consider four formulations which differ by the nature of the switching time. These formulations are studied in detail and properties of the objective function are derived in each case. Using these properties, we provide exact algorithms for efficient numerical implementations. Numerical examples are provided illustrating the application of these algorithms. In these examples, we also compare the costs associated with these different formulations.

Keywords: End-of-life inventory control, martingales, optimization, service parts

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Authors: Benga Ebouele, Thomas Tengen

Abstract:

Implementing either periodic or continuous inventory review model within most manufacturing-companies-supply chains as a management tool may incur higher costs. These high costs affect the system flexibility which in turn affects the level of service required to satisfy customers. However, these effects are not clearly understood because the parameters of both inventory review policies (protection demand interval, order quantity, etc.) are not designed to be fully utilized under different and uncertain conditions such as poor manufacturing, supplies and delivery performance. Coming up with a hybrid model which may combine in some sense the feature of both continuous and a periodic inventory review models should be useful. Therefore, there is a need to build and evaluate such hybrid model on the annual total cost, stock out probability and system’s flexibility in order to search for the most cost effective inventory review model. This work also seeks to find the optimal sets of parameters of inventory management under stochastic condition so as to optimise each policy independently. The results reveal that a continuous inventory system always incurs lesser cost than a periodic (R, S) inventory system, but this difference tends to decrease as time goes by. Although the hybrid inventory is the only one that can yield lesser cost over time, it is not always desirable but also natural to use it in order to help the system to meet high performance specification.

Keywords: demand and lead time randomness, hybrid Inventory model, optimization, supply chain

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Authors: Sufrin Hannan, Budi Suharjo, Rita Nurmalina, Kirbrandoko

Abstract:

The challenge for independent surveyor service companies now is growing with increasing uncertainty in business. Protection from the government for domestic independent surveyor industry from competitor attack, such as entering the global surveyors to Indonesia also no longer exists. Therefore, building customer loyalty becomes very important to create a long-term relationship between an independent surveyor with its customers. This study aims to develop a model that can be used to build customer loyalty by looking at various factors that determine customer loyalty, especially on independent surveyors for coal inspection in Indonesia. The development of this model uses the relationship marketing approach. Testing of the hypothesis is done by testing the variables that determine customer loyalty, either directly or indirectly, which amounted to 10 variables. The data were collected from 200 questionnaires filled by independent surveyor company decision makers from 51 exporting companies and coal trading companies in Indonesia and analyzed using Structural Equation Model (SEM). The results show that customer loyalty of independent surveyors is influenced by customer satisfaction, trust, switching-barrier, and relationship-bond. Research on customer satisfaction shows that customer satisfaction is influenced by the perceived quality and perceived value, while perceived quality is influenced by reliability, assurance, responsiveness, and empathy.

Keywords: relationship marketing, customer loyalty, customer satisfaction, switching barriers, relationship bonds

Procedia PDF Downloads 169