Search results for: Customer contact staff in banks

Authors: Pedram Behyar, Maryam Heidari, Zahra Bayat

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the purpose of this research is to identify and clarify factors which have positive effect among user satisfaction and their social networking through websites. The examined factors in this research are; innovation, ease of use, trustworthy and customer support which are defined as satisfaction factors. To obtain reliable research approaches and to have better result in this research four hypothesizes used to test. This hypothesis testing has been done by correlation, regression and test of normality by using “SPSS16" also the data which was analyzed by this software. this data was gathered from prepaid questionnaire.

Keywords: Customer Satisfaction, Social Network Website

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Authors: Wanida Suwunniponth

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The objectives of this research were to study the influencing factors that contributed to the success of e-collaborative in e-commerce of B2C (Business to Customer) business in Bangkok, Thailand. The influencing factors included organization, people, information technology and the process of e-collaborative. A questionnaire was used to collect data from 200 small e-commerce businesses and the path analysis was utilized as the tool for data analysis. By using the path analysis, it was revealed that the factors concerning with organization, people and information technology played an influence on e-collaborative process and the success of ecollaborative, whereas the process of e-collaborative factor manipulated its success. The findings suggested that B2C ecommerce business in Thailand should opt in improvement approach in terms of managerial structure, leaderships, staff’s skills and knowledge, and investment of information technology in order to capacitate higher efficiency of e-collaborative process that would result in profit and competitive advantage.

Keywords: E-collaborative, E-commerce, B2C.

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Authors: Shervin Khazaeli, Shahab Haj-zamani

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Recently, advanced geotechnical engineering problems related to soil movement, particle loss, and modeling of local failure (i.e. discontinua) as well as modeling the in-contact structures (i.e. continua) are of the great interest among researchers. The aim of this research is to meet the requirements with respect to the modeling of the above-mentioned two different domains simultaneously. To this end, a coupled numerical method is introduced based on Discrete Element Method (DEM) and eXtended-Finite Element Method (X-FEM). In the coupled procedure, DEM is employed to capture the interactions and relative movements of soil particles as discontinua, while X-FEM is utilized to model in-contact structures as continua, which may consist of different types of discontinuities. For verification purposes, the new coupled approach is utilized to examine benchmark problems including different contacts between/within continua and discontinua. Results are validated by comparison with those of existing analytical and numerical solutions. This study proves that extended-finite-discrete element method can be used to robustly analyze not only contact problems, but also other types of discontinuities in continua such as (i) crack formations and propagations, (ii) voids and bimaterial interfaces, and (iii) combination of previous cases. In essence, the proposed method can be used vastly in advanced soil-structure interaction problems to investigate the micro and macro behaviour of the surrounding soil and the response of the embedded structure that contains discontinuities.

Keywords: Contact problems, discrete element method, extended-finite element method, soil-structure interaction.

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Authors: İlke Bereketli, Müjde Erol Genevois, H. Ziya Ulukan

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Nowadays, manufacturers are facing great challenges with regard to the production of green products due to the emerging issue of hazardous substance management (HSM). In particular, environmental legislation pressures have yielded to increased risk, manufacturing complexity and green components demands. The green principles were expanded to many departments within organization, including supply chain. Green supply chain management (GSCM) was emerging in the last few years. This idea covers every stage in manufacturing from the first to the last stage of life cycle. From product lifecycle concept, the cycle starts at the design of a product. QFD is a customer-driven product development tool, considered as a structured management approach for efficiently translating customer needs into design requirements and parts deployment, as well as manufacturing plans and controls in order to achieve higher customer satisfaction. This paper develops an Eco- QFD to provide a framework for designing Eco-mobile phone by integrating the life cycle analysis LCA into QFD throughout the entire product development process.

Keywords: Eco-design, Eco-QFD, EEE, Environmental New Product Development, Mobile Phone.

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Authors: Dim En Nyaung, Thin Lai Lai Thein

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Due to the rapid increase of Internet, web opinion sources dynamically emerge which is useful for both potential customers and product manufacturers for prediction and decision purposes. These are the user generated contents written in natural languages and are unstructured-free-texts scheme. Therefore, opinion mining techniques become popular to automatically process customer reviews for extracting product features and user opinions expressed over them. Since customer reviews may contain both opinionated and factual sentences, a supervised machine learning technique applies for subjectivity classification to improve the mining performance. In this paper, we dedicate our work is the task of opinion summarization. Therefore, product feature and opinion extraction is critical to opinion summarization, because its effectiveness significantly affects the identification of semantic relationships. The polarity and numeric score of all the features are determined by Senti-WordNet Lexicon. The problem of opinion summarization refers how to relate the opinion words with respect to a certain feature. Probabilistic based model of supervised learning will improve the result that is more flexible and effective.

Keywords: Opinion Mining, Opinion Summarization, Sentiment Analysis, Text Mining.

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Authors: Josephine S. Larkings, Patricia M. Brown

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Mental health professionals views about mental illness is an important issue which has not received enough attention. The negative stigma associated with mental illness can have many negative consequences. Unfortunately, health professionals working with the mentally ill can also exhibit stigma. It has been suggested that causal explanations or beliefs around the causes of mental illness may influence stigma. This study aims to gain a greater insight into stigma through examining stigma among potential mental health professionals. Firstly, results found that potential mental health professionals had relatively low social distance t(205) = -3.62, p <.001. Secondly, an ANOVA indicated that the participants endorsed some causal beliefs more than others, F(1.82, 311.55) = 88.47, p < .001, partial n2 = .34. Moreover, participants endorsed the biological causal explanation the most. Thirdly, results indicated that combined contact (quality and quantity) and causal beliefs (biological, psychological, and environmental) explained a significant proportion of the variance in stigma, R2 = .35, adjusted R2 = .33, F(5, 153) = 16.66, p < .001. Quality of contact was the strongest predictor, with greater quality of contact associated with lower desired social distance. Also, quantity of contact, psychological and environmental causal explanations were also significant predictors of stigma. Greater quantity of contact and higher levels of environmental causal beliefs were associated with lower levels of stigma while psychological causal explanations were associated with higher levels of stigma. A series of multiple regression analyses were conducted that showed the three causal beliefs had different impacts on four factors of stigma (Authoritarian, Benevolence, Social restrictiveness, and Community mental health ideology). These analyses showed that psychological causal beliefs had the most positive impact. More research is required on this topic as it has important implications to the treatment and recovery for people suffering from mental illness.

Keywords: Causal beliefs, contact, health professionals, mental illness stigma, social distance.

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Authors: Mohamed Akbi

Abstract:

The present work aims to throw light on the effects of arcing in air on the surface state of contact pastilles made of silvernickel Ag-Ni (60/40). Also, the photoelectric emission from these electrical contacts has been investigated in the spectral range of 196- 256 nm. In order to study the effects of arcing on the EWF, the metallic samples were subjected to electrical arcs in air, at atmospheric pressure and room temperature, after that, they have been introduced into the vacuum chamber of an experimental UHV set-up for EWF measurements. Both Fowler method of isothermal curves and linearized Fowler plots were used for the measurement of the EWF by the photoelectric effect. It has been found that the EWF varies with the number of applied arcs. Thus, after 500 arcs in air, the observed EWF increasing is probably due to progressive inclusion of oxide on alloy surface. Microscopic examination is necessary to get better understandings on EWF of silver alloys, for both virgin and arced electrical contacts.

Keywords: Ag-Ni contact materials, arcing effects, electron work function, Fowler methods, photoemission.

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Authors: Quy Dang Nguyen, Reza Nakhaie Jazar

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The paper investigates vibration dynamics of tire-road separation for a quarter-car model; this separation model is developed to be close to the real situation considering the tire is able to separate from the ground plane. A set of piecewise linear mathematical models is developed and matches the in-contact and no-contact states to be considered as mother models for further investigations. The bound dynamics are numerically simulated in the time response and phase portraits. The separation analysis may determine which values of suspension parameters can delay and avoid the no-contact phenomenon, which results in improving ride comfort and eliminating the potentially dangerous oscillation. Finally, model verification is carried out in the MSC-ADAMS environment.

Keywords: Quarter-car vibrations, tire-road separation, separation analysis, separation dynamics, ride comfort, ADAMS validation.

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Authors: Kotaro Miura, Makoto Sakamoto, Yuji Tanabe

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We focus on internal stress and displacement of an elastic axisymmetric contact problem for indentation of a layer-substrate body. An elastic layer is assumed to be perfectly bonded to an elastic semi-infinite substrate. The elastic layer is smoothly indented with a flat-ended cylindrical indenter. The analytical and exact solutions were obtained by solving an infinite system of simultaneous equations using the method to express a normal contact stress at the upper surface of the elastic layer as an appropriate series. This paper presented the numerical results of internal stress and displacement distributions for hard-coating system with constant values of Poisson’s ratio and the thickness of elastic layer.

Keywords: Indentation, contact problem, stress distribution, coating materials, layer-substrate body.

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Authors: Mário C. Ricci

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A known iterative computational procedure is used for internal normal ball loads calculation in statically loaded single-row, angular-contact ball bearings, subjected to a known thrust load, which is applied in the inner ring at the geometric bearing center line. Numerical aspects of the iterative procedure are discussed. Numerical examples results for a 218 angular-contact ball bearing have been compared with those from the literature. Twenty figures are presented showing the geometrical features, the behavior of the convergence variables and the following parameters as functions of the thrust load: normal ball loads, contact angle, distance between curvature centers, and normal ball and axial deflections between the raceways.

Keywords: Ball, Bearing, Static, Load, Iterative, Numerical, Method.

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Authors: Danielle Sandler dos Passos, Helder Coelho, Flávia Mori Sarti

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Complexity science seeks the understanding of systems adopting diverse theories from various areas. Network analysis has been gaining space and credibility, namely with the biological, social and economic systems. Significant part of the literature focuses only monolayer representations of connections among agents considering one level of their relationships, and excludes other levels of interactions, leading to simplistic results in network analysis. Therefore, this work aims to demonstrate the advantages of the use of multilayer networks for the representation and analysis of networks. For this, we analyzed an interbank network, composed of 42 banks, comparing the centrality measures of the agents (degree and PageRank) resulting from each method (monolayer x multilayer). This proved to be the most reliable and efficient the multilayer analysis for the study of the current networks and highlighted JP Morgan and Deutsche Bank as the most important banks of the analyzed network.

Keywords: Complexity, interbank networks, multilayer networks, network analysis.

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Authors: Quanru Pan

Abstract:

How to maintain the service speeds for the business to make the biggest profit is a problem worthy of study, which is discussed in this paper with the use of queuing theory. An M/M/1/N queuing model with variable input rates, variable service rates and impatient customers is established, and the following conclusions are drawn: the stationary distribution of the model, the relationship between the stationary distribution and the probability that there are n customers left in the system when a customer leaves (not including the customer who leaves himself), the busy period of the system, the average operating cycle, the loss probability for the customers not entering the system while they arriving at the system, the mean of the customers who leaves the system being for impatient, the loss probability for the customers not joining the queue due to the limited capacity of the system and many other indicators. This paper also indicates that the following conclusion is not correct: the more customers the business serve, the more profit they will get. At last, this paper points out the appropriate service speeds the business should keep to make the biggest profit.

Keywords: variable input rates, impatient customer, variable servicerates, profit maximization.

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Authors: Marco Intelvi, Apolinar Picado, Joaquín Martínez

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In this work, simulation algorithms for contact drying of agitated particulate materials under vacuum and at atmospheric pressure were developed. The implementation of algorithms gives a predictive estimation of drying rate curves and bulk bed temperature during contact drying. The calculations are based on the penetration model to describe the drying process, where all process parameters such as heat and mass transfer coefficients, effective bed properties, gas and liquid phase properties are estimated with proper correlations. Simulation results were compared with experimental data from the literature. In both cases, simulation results were in good agreement with experimental data. Few deviations were identified and the limitations of the predictive capabilities of the models are discussed. The programs give a good insight of the drying behaviour of the analysed powders.

Keywords: Agitated bed, Atmospheric pressure, Penetrationmodel, Vacuum

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Authors: Sathya Narayanan V., Sidharth P., Sanal Kumar. V. R.

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The success of any retail business is predisposed by its swift response and its knack in understanding the constraints and the requirements of customers. In this paper a conceptual design model of an automated customer-friendly supermarket has been proposed. In this model a 10-sided, space benefited, regular polygon shaped gravity shelves have been designed for goods storage and effective customer-specific algorithms have been built-in for quick automatic delivery of the randomly listed goods. The algorithm is developed with two main objectives, viz., delivery time and priority. For meeting these objectives the randomly listed items are reorganized according to the critical-path of the robotic arm specific to the identified shop and its layout and the items are categorized according to the demand, shape, size, similarity and nature of the product for an efficient pick-up, packing and delivery process. We conjectured that the proposed automated supermarket model reduces business operating costs with much customer satisfaction warranting a winwin situation.

Keywords: Automated Supermarket, Electronic Shopping, Polygon-shaped Rack, Shortest Path Algorithm for Shopping.

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Authors: Masao Ohta, Yoshiyuki Higuchi

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This study analyses store layout among the many factors that underlie supermarket store design, this; in terms of what to display in a shop and where to place the items. This report examines newly-opened stores and evaluates their interior shop floor layouts, which we then attempt to categorize by various styles. We then consider the interaction between shop floor layout and customer behavior from the perspective of the supermarket as the seller. At this point, we focus on the “store magnets"–the main sections within the shop likely to attract customers into the store.

Keywords: Supermarket Store Layout, Sales magnet, Customer Circulation Rate, Section Drop-by Rates.

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Authors: Anastasis Kounoudes, Stephanos Mavromoustakos

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Electronic commerce is growing rapidly with on-line sales already heading for hundreds of billion dollars per year. Due to the huge amount of money transferred everyday, an increased security level is required. In this work we present the architecture of an intelligent speaker verification system, which is able to accurately verify the registered users of an e-commerce service using only their voices as an input. According to the proposed architecture, a transaction-based e-commerce application should be complemented by a biometric server where customer-s unique set of speech models (voiceprint) is stored. The verification procedure requests from the user to pronounce a personalized sequence of digits and after capturing speech and extracting voice features at the client side are sent back to the biometric server. The biometric server uses pattern recognition to decide whether the received features match the stored voiceprint of the customer who claims to be, and accordingly grants verification. The proposed architecture can provide e-commerce applications with a higher degree of certainty regarding the identity of a customer, and prevent impostors to execute fraudulent transactions.

Keywords: Speaker Recognition, Biometrics, E-commercesecurity.

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Authors: B. Zatwarnicka-Madura

Abstract:

The objective of the article was to identify the impacts of gamification on customers' behaviour. The most important applications of games in marketing and mechanisms of gamification are presented in the article. A detailed analysis of the influence of gamification on customers using two brands, Foursquare and Nike, was also presented. Research studies using auditory survey methods were carried out among 176 young respondents, who are potential targets of gamification. The studies confirmed a huge participation of young people in customer loyalty programs with relatively low participation in other gamificationbased marketing activities. The research findings clearly indicate that gamification mechanisms are the most attractive.

Keywords: Customer loyalty, games, gamification, social aspects.

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Authors: Wanida Suwunniponth

Abstract:

The objectives of this research paper were to study the expectation and satisfaction of tourists in five tourism service quality dimensions, namely, website quality, service ability, trust ability, customer empathy, and responsiveness to customer and also to study the influences of satisfaction affecting loyalty toward quality service of the online tourism enterprises located in Bangkok Thailand. This research utilized both quantitative and qualitative research methods. In terms of quantitative method, a questionnaire was used as a tool to collect data from 400 tourists who were using in online travel services. Statistics analysis included descriptive statistics, t-test and Multiple Regression Analysis. In terms of qualitative analysis, an in-depth interview and content analysis were used along with 10 individual management levels of e-commerce enterprises.

The results revealed that the respondents had higher expectations than their level of satisfaction in all five categories. However, the respondents were more satisfied with online travel services than without online service. The demographic factors such as gender and age had no influence on the level of satisfaction whereas the demographic factors of education, occupation, and income had influenced the level of satisfaction. The test results also indicated that the level of satisfaction from responsiveness to customer had the highest influence on the loyalty of tourists who used online travel. The level of satisfaction from customer empathy had the highest influence on the tourists to recommend others to use online travel services. Also, the level of satisfaction from service ability had the highest influence on tourists to take an actual trip.

Keywords: Satisfaction, Loyalty, Service Quality, Online Tourism Enterprises.

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Authors: Shiuh-Jer Huang, Yu-Chi Liu, Su-Hai Hsiang

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A novel low-cost impedance control structure is proposed for monitoring the contact force between end-effector and environment without installing an expensive force/torque sensor. Theoretically, the end-effector contact force can be estimated from the superposition of each joint control torque. There have a nonlinear matrix mapping function between each joint motor control input and end-effector actuating force/torques vector. This new force control structure can be implemented based on this estimated mapping matrix. First, the robot end-effector is manipulated to specified positions, then the force controller is actuated based on the hall sensor current feedback of each joint motor. The model-free fuzzy sliding mode control (FSMC) strategy is employed to design the position and force controllers, respectively. All the hardware circuits and software control programs are designed on an Altera Nios II embedded development kit to constitute an embedded system structure for a retrofitted Mitsubishi 5 DOF robot. Experimental results show that PI and FSMC force control algorithms can achieve reasonable contact force monitoring objective based on this hardware control structure.

Keywords: Robot, impedance control, fuzzy sliding mode control, contact force estimator.

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Authors: Tayeb Lardjane, Rabah Messaci

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We consider a network of two M/M/1 parallel queues having the same poisonnian arrival stream with rate λ. Upon his arrival to the system a customer heads to the shortest queue and stays until being served. If the two queues have the same length, an arriving customer chooses one of the two queues with the same probability. Each duration of service in the two queues is an exponential random variable with rate μ and no jockeying is permitted between the two queues. A new numerical method, based on linear programming and convex optimization, is performed for the computation of the steady state solution of the system.

Keywords: Steady state solution, matrix formulation, convex set, shortest queue, linear programming.

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Authors: J. Erina, I. Erins

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The goals of the present research are to estimate Six Sigma implementation in Latvian commercial banks and to identify the perceived benefits of its implementation. To achieve the goals, the authors used sequential explanatory method. To obtain empirical data, the authors have developed the questionnaire and adapted it for the employees of Latvian commercial banks. The questions are related to Six Sigma implementation and its perceived benefits. The questionnaire mainly consists of closed questions, the evaluation of which is based on 5 point Likert scale. The obtained empirical data has shown that of the two hypotheses put forward in the present research – Hypothesis 1 – has to be rejected, while Hypothesis 2 has been partially confirmed. The authors have also faced some research limitations related to the fact that the participants in the questionnaire belong to different rank of the organization hierarchy.

Keywords: Six Sigma, Quality, Commercial banking sector, Latvia.

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Authors: Sung Ho Ha, Seong Hyeon Joo, Hyun U. Pae

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In terms of total online audience, newspapers are the most successful form of online content to date. The online audience for newspapers continues to demand higher-quality services, including personalized news services. News providers should be able to offer suitable users appropriate content. In this paper, a news article recommender system is suggested based on a user-s preference when he or she visits an Internet news site and reads the published articles. This system helps raise the user-s satisfaction, increase customer loyalty toward the content provider.

Keywords: Content classification, content recommendation, customer profiling, documents clustering.

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Authors: Tasneem Halawani, Yamen Khateeb

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With customers’ ever-increasing expectations for fast services provisioning for all their business needs, information technology (IT) organizations, as business partners, have to cope with this demanding environment and deliver their services in the most effective and efficient way. The purpose of this paper is to identify optimization and automation opportunities for the top requested IT services in a heterogenic digital environment and widely spread customer base. In collaboration with systems, processes, and subject matter experts (SMEs), the processes in scope were approached by analyzing four-year related historical data, identifying and surveying stakeholders, modeling the as-is processes, and studying systems integration/automation capabilities. This effort resulted in identifying several pain areas, including standardization, unnecessary customer and IT involvement, manual steps, systems integration, and performance measurement. These pain areas were addressed by standardizing the top five requested IT services, eliminating/automating 43 steps, and utilizing a single platform for end-to-end process execution. In conclusion, the optimization of IT service request processes in a heterogenic digital environment and widely spread customer base is challenging, yet achievable without compromising the service quality and customers’ added value. Further studies can focus on measuring the value of the eliminated/automated process steps to quantify the enhancement impact. Moreover, a similar approach can be utilized to optimize other IT service requests, with a focus on business criticality.

Keywords: Automation, customer value, heterogenic, integration, IT services, optimization, processes.

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Authors: Bundit Pungnirund

Abstract:

The objective of this research was to study the influence of marketing mix on customers purchasing behavior. A total of 397 respondents were collected from customers who were the patronages of the Chatuchak Plaza market. A questionnaire was utilized as a tool to collect data. Statistics utilized in this research included frequency, percentage, mean, standard deviation, and multiple regression analysis. Data were analyzed by using Statistical Package for the Social Sciences. The findings revealed that the majority of respondents were male with the age between 25-34 years old, hold undergraduate degree, married and stay together. The average income of respondents was between 10,001-20,000 baht. In terms of occupation, the majority worked for private companies. The research analysis disclosed that there were three variables of marketing mix which included price (X2), place (X3), and product (X1) which had an influence on the frequency of customer purchasing. These three variables can predict a purchase about 30 percent of the time by using the equation; Y1 = 6.851 + .921(X2) + .949(X3) + .591(X1). It also found that in terms of marketing mixed, there were two variables had an influence on the amount of customer purchasing which were physical characteristic (X6), and the process (X7). These two variables are 17 percent predictive of a purchasing by using the equation: Y2 = 2276.88 + 2980.97(X6) + 2188.09(X7).

Keywords: Influences, Marketing Mixed, Purchasing Behavior.

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Authors: T. Strobl, D. Raps, M. Hornung

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In this study, the adhesion of ice to solid substrates with different surface properties is compared. Clear ice, similar to atmospheric in-flight icing encounters, is accreted on the different substrates under controlled conditions. The ice adhesion behavior is investigated by means of a dynamic vibration testing technique with an electromagnetic shaker initiating ice de-bonding in the interface between the substrate and the ice. The results of the experiments reveal that the affinity for ice accretion is significantly influenced by the water contact angle of the respective sample.

Keywords: Contact angle, dynamic vibration measurement, ice adhesion, interfacial shear stress.

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Authors: Sheeba V.S, Elizabeth Elias

Abstract:

Optimization of filter banks based on the knowledge of input statistics has been of interest for a long time. Finite impulse response (FIR) Compaction filters are used in the design of optimal signal adapted orthonormal FIR filter banks. In this paper we discuss three different approaches for the design of interpolated finite impulse response (IFIR) compaction filters. In the first method, the magnitude squared response satisfies Nyquist constraint approximately. In the second and third methods Nyquist constraint is exactly satisfied. These methods yield FIR compaction filters whose response is comparable with that of the existing methods. At the same time, IFIR filters enjoy significant saving in the number of multipliers and can be implemented efficiently. Since eigenfilter approach is used here, the method is less complex. Design of IFIR filters in the least square sense is presented.

Keywords: Principal Component Filter Bank, InterpolatedFinite Impulse Response filter, Orthonormal Filter Bank, Eigen Filter.

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Authors: Mohsen Farahat, Tsuyoshi Hirajima

Abstract:

Surface characteristics of Bacillus megaterium strain were investigated; zeta potential, FTIR and contact angle were measured. Surface energy components including Lifshitz-van der Waals, Hamaker constant, and acid/base components (Lewis acid/Lewis base) were calculated from the contact angle data. The results showed that the microbial cells were negatively charged over all pH regions with high values at alkaline region. A hydrophilic nature for the strain was confirmed by contact angle and free energy of adhesion between microbial cells. Adsorption affinity of the strain toward dolomite was studied at different pH values. The results showed that the cells had a high affinity to dolomite at acid pH comparing to neutral and alkaline pH. Extended DLVO theory was applied to calculate interaction energy between B. megaterium cells and dolomite particles. The adsorption results were in agreement with the results of Extended DLVO approach. Surface changes occurred on dolomite surface after the bio-treatment were monitored; contact angle decreased from 69° to 38° and the mineral’s floatability decreased from 95% to 25% after the treatment.

Keywords: Bacillus megaterium, surface modification, flotation, dolomite, adhesion energy.

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Authors: Amna Javed, Hisashi Masuda, Youji Kohda

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This study examines the value analysis in Islamic and conventional banking services in Pakistan. Many scholars have focused on co-creation of values in services but mainly economic values not non-economic. As Islamic banking is based on Islamic principles that are more concerned with non-economic values (well-being, partnership, fairness, trust worthy, and justice) than economic values as money in terms of interest.  This study is important to know the providers point of view about the co-created values, because, it may be more sustainable and appropriate for today’s unpredictable socio-economic environment. Data were collected from 4 banks (2 Islamic and 2 conventional banks). Text mining technique is applied for data analysis, and values with 100% occurrences in Islamic banking are chosen. The results reflect that Islamic banking is more centric towards non-economic values than economic values and it promotes team work and partnership concept by applying Islamic spirit and trust worthiness concept.

Keywords: Economic values, Islamic banking, Non-economic values, Value system.

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Authors: Roshayani Arshad, Suaini Othman, Rohana Othman

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This study examines the effect of Islamic Corporate Social Responsibility disclosure and on corporate reputation as well as performance. These relationships are examined based on content analysis of of annual reports of 17 Islamic banks in Malaysia for 2008, 2009 and 2010. Results of this study provide evidence that CSR activities communicated in corporate annual reports are significantly positively related with corporate reputation as well as firm performance. These results indicate that CSR activities and disclosure from Islamic perspectives are equally important business strategies in creating continuous superior performance for organisations. In addition, it also highlights that organisations need to develop a stakeholder orientation particularly in an environment of increasing pressure from jurisdictions dominated by Islamic stakeholders on organisations engaging in Islamic products to increase their social responsibilities from the Islamic perspectives.

Keywords: Islamic Corporate Social Responsibility, Corporate Reputation, Firm Performance, Islamic Banks

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Authors: Prateep Wajeetongratana

Abstract:

This study is a descriptive-normative research. It attempted to investigate the restaurants’ firm performance in terms of the customers and restaurant personnel’s degree of satisfaction. A total of 12 restaurants in Bangkok, Thailand that offer Thai cuisine were included in this study. It involved 24 stockholders/managers, 120 subordinates and 360 customers. General Managers and restaurants’ stockholders, 10 staffs, and 30 costumers for each restaurant were chosen for random sampling. This study found that respondents are slightly satisfied with their work environment but are generally satisfied with the accessibility to transportation, to malls, convenience, safety, recreation, noise-free, and attraction; customers find the Quality of Food in most Thai Cuisines like services, prices of food, sales promotion, and capital and length of service satisfactory. Therefore, both stockholder-related and personnel-related factors which are influenced by restaurant, personnel, and customer-related factors are partially accepted whereas; customer-related factors which are influenced by restaurant, personnel and customer-related factors are rejected.

Keywords: Firm performance, Thai Cuisine, Tourism industry.

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