Search results for: Profitable Sales.
Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 152

Search results for: Profitable Sales.

122 Performance Comparison of Cooperative Banks in the EU, USA and Canada

Authors: Matěj Kuc

Abstract:

This paper compares different types of profitability measures of cooperative banks from two developed regions: the European Union and the United States of America together with Canada. We created balanced dataset of more than 200 cooperative banks covering 2011-2016 period. We made series of tests and run Random Effects estimation on panel data. We found that American and Canadian cooperatives are more profitable in terms of return on assets (ROA) and return on equity (ROE). There is no significant difference in net interest margin (NIM). Our results show that the North American cooperative banks accommodated better to the current market environment.

Keywords: Cooperative banking, panel data, profitability measures, random effects.

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121 The Effects of Loyalty Program Quality on Word -of -Mouth Recommendations Intentions

Authors: Nedra Bahri-Ammari

Abstract:

Literature review revealed the importance of the adoption of marketing Relationship for loyalty and retaining profitable customer (Customer Relationship Management). LPQ satisfaction will reinforce the loyalty and customer brand attachment. Customer will communicate the operator to others. The focus of this study is to examine the relationship between the LPPQ and the WOM recommendations through: customer satisfaction, loyalty and attachment. The results show that LPQ affect positively the satisfaction, negatively the loyalty. LPQ has an indirectly effect on WOM recommendations but through the satisfaction and attachment. The mediating effect of satisfaction in the relationship between LPQ and Loyalty is rejected. This finding can be explained by the nature of mobile sector in Tunisia.

Keywords: Attachment, Loyalty program quality, satisfaction, WOM

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120 Analysis of Rubber Waste Utilization at Pandora Production Company Limited

Authors: S. Pechpoothong, M. Kopystecki

Abstract:

The eco-efficient use of “waste" makes sense from economic, social, and environmental perspectives. By efficiency diverting “waste" products back into useful and/or profitable inputs, industries and entire societies can reap the benefits of improved financial profit, decreased environmental degradation, and overall well-being of humanity. In this project, several material flows at Company Limited were investigated. Principles of "industrial ecology" were applied to improve the management of waste rubbers that are used in the jewelry manufacturing process. complete this project, a brief engineering analysis stream, and investigated eco-efficient principles for more efficient handling of the materials and wastes were conducted, and the result were used to propose implementation strategies.

Keywords: Rubber, ecology, waste.

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119 Noise Factors of RFID-Aided Positioning

Authors: Weng Ian Ho, Seng Fat Wong

Abstract:

In recent years, Radio Frequency Identification (RFID) is followed with interest by many researches, especially for the purpose of indoor positioning as the innate properties of RFID are profitable for achieving it. A lot of algorithms or schemes are proposed to be used in the RFID-based positioning system, but most of them are lack of environmental consideration and it induces inaccuracy of application. In this research, a lot of algorithms and schemes of RFID indoor positioning are discussed to see whether effective or not on application, and some rules are summarized for achieving accurate positioning. On the other hand, a new term “Noise Factor" is involved to describe the signal loss between the target and the obstacle. As a result, experimental data can be obtained but not only simulation; and the performance of the positioning system can be expressed substantially.

Keywords: Indoor positioning, LANDMARC, noise factors, RFID.

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118 Security Strengths and Weaknesses of Blockchain Smart Contract System: A Survey

Authors: Malaw Ndiaye, Karim Konate

Abstract:

Smart contracts are computer protocols that facilitate, verify, and execute the negotiation or execution of a contract, or that render a contractual term unnecessary. Blockchain and smart contracts can be used to facilitate almost any financial transaction. Thanks to these smart contracts, the settlement of dividends and coupons could be automated. Smart contracts have become lucrative and profitable targets for attackers because they can hold a great amount of money. Smart contracts, although widely used in blockchain technology, are far from perfect due to security concerns. Although a series of attacks are listed, there is a lack of discussions and proposals on improving security. This survey takes stock of smart contract security from a more comprehensive perspective by correlating the level of vulnerability and systematic review of security levels in smart contracts.

Keywords: Blockchain, bitcoin, smart Contract, criminal smart contract, security.

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117 Project Risk Management Techniques in Resource Allocation, Scheduling and Planning

Authors: Hossein Amoozad Khalili, Anahita Maleki

Abstract:

Normally business changes are made in order to change a level of activity in some way, whether it is sales, cash flow, productivity, or product portfolio. When attempts are made to make such changes, too often the business reverts to the old levels of activity as soon as management attention is diverted. Risk management is a field of growing interest to project managers as well as in general business and organizational management. There are several approaches used to manage risk in projects and this paper is a brief outline of some that you might encounter, with an indication of their strengths and weaknesses.

Keywords: Risk Management, Project Management, Scheduling, Planning

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116 The Role of Optimization and Machine Learning in e-Commerce Logistics in 2030

Authors: Vincenzo Capalbo, Gianpaolo Ghiani, Emanuele Manni

Abstract:

Global e-commerce sales have reached unprecedented levels in the past few years. As this trend is only predicted to go up as we continue into the ’20s, new challenges will be faced by companies when planning and controlling e-commerce logistics. In this paper, we survey the related literature on Optimization and Machine Learning as well as on combined methodologies. We also identify the distinctive features of next-generation planning algorithms - namely scalability, model-and-run features and learning capabilities - that will be fundamental to cope with the scale and complexity of logistics in the next decade.

Keywords: e-Commerce, Logistics, Machine Learning, Optimization.

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115 Possibilistic Aggregations in the Investment Decision Making

Authors: I. Khutsishvili, G. Sirbiladze, B. Ghvaberidze

Abstract:

This work proposes a fuzzy methodology to support the investment decisions. While choosing among competitive investment projects, the methodology makes ranking of projects using the new aggregation OWA operator – AsPOWA, presented in the environment of possibility uncertainty. For numerical evaluation of the weighting vector associated with the AsPOWA operator the mathematical programming problem is constructed. On the basis of the AsPOWA operator the projects’ group ranking maximum criteria is constructed. The methodology also allows making the most profitable investments into several of the project using the method developed by the authors for discrete possibilistic bicriteria problems. The article provides an example of the investment decision-making that explains the work of the proposed methodology.

Keywords: Expert evaluations, investment decision making, OWA operator, possibility uncertainty.

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114 Kaikaku - Radical Improvement in Production

Authors: D. Gåsvaer, J. von Axelson

Abstract:

Considering today-s increasing speed of change, radical and innovative improvement - Kaikaku, is a necessity parallel to continuous incremental improvement - Kaizen, especially for SME-s in order to attain the competitive edge needed to be profitable. During 2011, a qualitative single case study with the objective of realizing a kaikaku in production has been conducted. The case study was run as a one year project using a collaborative approach including both researchers and company representatives. The case study was conducted with the purpose of gaining further knowledge about kaikaku realization as well as its implications. The empirical results provide insights about the great productivity results achieved by applying a specific kaikaku realization approach. However, it also sheds light on the difficulty and contradiction of combining innovation management and production system development.

Keywords: Kaikaku, Radical improvement, manufacturing, innovation capability

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113 Service Provider Success: Story of Liberty Autos

Authors: P. Vel, H. Mubarak, M. A. Malak

Abstract:

The elements for success in the service industry for many organizations have been studied and quantified. They range from effective performance evaluation and management to adequately implementing seven P’s. However, the success story of every organization is unique. What might work for one organization might not for another as every company is inherently distinctive. In this paper, the strategic framework behind the success of Liberty Automobiles Dubai is captured. The primary data necessary for this paper was collected through in-depth interviews with the managers for sales, service and marketing as well as the group general manager. Subsequently, the key areas that led to the success of Liberty Autos will be discussed in this paper.

Keywords: Services marketing, automotive retailing, and retailer success.

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112 Advantages of a New Manufacturing Facility for the Production of Nanofiber

Authors: R. Knizek, D. Karhankova

Abstract:

The production of nanofibers and the machinery for their production is a current issue. The pioneer, in the industrial production of nanofibers, is the machinery with the sales descriptions NanospiderTM from the company Elmarco, which came into being in 2008. Most of the production facilities, like NanospiderTM, use electrospinning. There are also other methods of industrial production of nanofibers, such as the centrifugal spinning process, which is used by FibeRio Technology Corporation. However, each method and machine has its advantages, but also disadvantages and that is the reason why a new machine called as Nanomachine, which eliminates the disadvantages of other production facilities producing nanofibers, has been developed.

Keywords: Nanomachine, nanospider, spinning slat, electrospinning.

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111 Towards a Systematic Planning of Standardization Projects in Plant Engineering

Authors: M. Amberg, M. Gepp, S. Horn

Abstract:

In today-s economy plant engineering faces many challenges. For instance the intensifying competition in this business is leading to cost competition and needs for a shorter time-to-market. To remain competitive companies need to make their businesses more profitable by implementing improvement programs such as standardization projects. But they have difficulties to tap their full economic potential for various reasons. One of them is non-holistic planning and implementation of standardization projects. This paper describes a new conceptual framework - the layer-model. The model combines and expands existing proven approaches in order to improve design, implementation and management of standardization projects. Based on a holistic approach it helps to systematically analyze the effects of standardization projects on different business layers and enables companies to better seize the opportunities offered by standardization.

Keywords: layer model, plant engineering, standardization.

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110 Application of Neural Networks in Power Systems; A Review

Authors: M. Tarafdar Haque, A.M. Kashtiban

Abstract:

The electric power industry is currently undergoing an unprecedented reform. One of the most exciting and potentially profitable recent developments is increasing usage of artificial intelligence techniques. The intention of this paper is to give an overview of using neural network (NN) techniques in power systems. According to the growth rate of NNs application in some power system subjects, this paper introduce a brief overview in fault diagnosis, security assessment, load forecasting, economic dispatch and harmonic analyzing. Advantages and disadvantages of using NNs in above mentioned subjects and the main challenges in these fields have been explained, too.

Keywords: Neural network, power system, security assessment, fault diagnosis, load forecasting, economic dispatch, harmonic analyzing.

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109 A Longitudinal Study of the Readability of the Chairman’s Narratives in Corporate Reports: Malaysian Evidence

Authors: Azhar Abdul Rahman

Abstract:

This paper examines the readability of the chairman’s narratives, as determined by the Flesch score, of a Malaysian public listed company’s corporate reports from 1962 to 2009. It partially supports earlier studies which demonstrated that corporate reports were difficult to read, and had shown very negligible decrease in difficulty over time. Net profit to sales and readability was significantly positively correlated but number of financial statements was significantly negatively correlated with readability.

Keywords: Chairman’s narratives, corporate communications, readability, longitudinal.

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108 Non-Parametric, Unconditional Quantile Estimation of Efficiency in Microfinance Institutions

Authors: Komlan Sedzro

Abstract:

We apply the non-parametric, unconditional, hyperbolic order-α quantile estimator to appraise the relative efficiency of Microfinance Institutions in Africa in terms of outreach. Our purpose is to verify if these institutions, which must constantly try to strike a compromise between their social role and financial sustainability are operationally efficient. Using data on African MFIs extracted from the Microfinance Information eXchange (MIX) database and covering the 2004 to 2006 periods, we find that more efficient MFIs are also the most profitable. This result is in line with the view that social performance is not in contradiction with the pursuit of excellent financial performance. Our results also show that large MFIs in terms of asset and those charging the highest fees are not necessarily the most efficient.

Keywords: Data envelopment analysis, microfinance institutions, quantile estimation of efficiency, social and financial performance.

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107 Cultivation of Thymus by In Vitro And Hydroponics Combined Method

Authors: E. Sargsyan, A. Vardanyan, L. Ghalachyan, S. Bulgadaryan

Abstract:

Our results showed that for the growth of qualitative seedling and vegetative raw material of ðó. marschallianus Willd. and T. serphyllum L. it is more profitable to use the in vitro and hydroponics combined method. In in vitro culture it is possible to do micro-propagation whole year with 98-99% rhizogenesis. 30000 micro-plants were obtained from one explant during 9 months. Hydroponic conditions provide the necessary microclimate for microplants where the survival rate without acclimatization was 93.3%. The essential oil content in hydroponic dry herb of both species in vegetative and blossom phase was 1.3% whereas in wild plants it was 1.2%, the content of extractive substances and vitamin C also exceeded wild plants. Our biochemical and radiochemical investigations indicated that the medicinal raw materials obtained from hydroponic and wild plants of Thymus species correspond to the demands of SPh XI, and the content of artificial radionuclides does not exceed the MACL.

Keywords: Hydroponics, In vitro, Micro-propagation, Thymus

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106 A Case-Based Reasoning-Decision Tree Hybrid System for Stock Selection

Authors: Yaojun Wang, Yaoqing Wang

Abstract:

Stock selection is an important decision-making problem. Many machine learning and data mining technologies are employed to build automatic stock-selection system. A profitable stock-selection system should consider the stock’s investment value and the market timing. In this paper, we present a hybrid system including both engage for stock selection. This system uses a case-based reasoning (CBR) model to execute the stock classification, uses a decision-tree model to help with market timing and stock selection. The experiments show that the performance of this hybrid system is better than that of other techniques regarding to the classification accuracy, the average return and the Sharpe ratio.

Keywords: Case-based reasoning, decision tree, stock selection, machine learning.

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105 Building a Trend Based Segmentation Method with SVR Model for Stock Turning Detection

Authors: Jheng-Long Wu, Pei-Chann Chang, Yi-Fang Pan

Abstract:

This research focus on developing a new segmentation method for improving forecasting model which is call trend based segmentation method (TBSM). Generally, the piece-wise linear representation (PLR) can finds some of pair of trading points is well for time series data, but in the complicated stock environment it is not well for stock forecasting because of the stock has more trends of trading. If we consider the trends of trading in stock price for the trading signal which it will improve the precision of forecasting model. Therefore, a TBSM with SVR model used to detect the trading points for various stocks of Taiwanese and America under different trend tendencies. The experimental results show our trading system is more profitable and can be implemented in real time of stock market

Keywords: Trend based segmentation method, support vector machine, turning detection, stock forecasting.

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104 Scaling up Potato Economic Opportunities: Evaluation of Youths Participation in Potato Value Chain in Nigeria

Authors: Chigozirim N. Onwusiribe, Jude A. Mbanasor

Abstract:

The potato value chain when harnessed can engage numerous youths and aid in the fight against poverty, malnutrition and unemployment. This study seeks to evaluate the level of youth participation in the potato value chain in Nigeria. Specifically, this study will examine the extent of youth participation in potato value chain, analyze the cost, benefits and sustainability of youth participation in the potato value chain, identify the factors that can propel or hinder youth participation in the potato value chain and make recommendations that will result in the increase in youth employment in the potato value chain. This study was conducted in the North Central and South East geopolitical zones of Nigeria. A multi stage sampling procedure was used to select 540 youths from the study areas. Focused group discussions and survey approach was used to elicit the required data. The data were analyzed using statistical and econometric tools. The study revealed that the potato value chain is very profitable.

Keywords: Potato, youths, value, chain, participation.

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103 Social Organization of Kazakhstani Business under Conditions of Customs Union and Common Free Market Zone: Empirical Study Practice

Authors: Zh. Nurbekova, Z. Zhanazarova, A. Beissenova

Abstract:

This article is devoted to the analysis of results of sociological researches carried out by authors directed on studying of opinion of representatives of small, medium and big business on formation of the Customs Union, Common Free Market Zone with participation of Kazakhstan, Russia and Belarus. It-s forecasted that companies, their branches will interpenetrate with registration and moving their businesses to regions with more beneficial conditions. They say that in Kazakhstan there are more profitable geo-strategic operating environment for business and lower taxes. Russia using this opportunity will create new conditions for expansion into other countries of Central Asia and China. Opinions of participants of questionnaire and expert poll different in estimation of value of these two integration mechanisms since market segments on the one hand extend, but also on the other hand - loss of exclusive influence in certain fields of activity.

Keywords: Customs Union, Kazakhstan, sociological research.

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102 A Hybrid Approach to Fault Detection and Diagnosis in a Diesel Fuel Hydrotreatment Process

Authors: Salvatore L., Pires B., Campos M. C. M., De Souza Jr M. B.

Abstract:

It is estimated that the total cost of abnormal conditions to US process industries is around $20 billion dollars in annual losses. The hydrotreatment (HDT) of diesel fuel in petroleum refineries is a conversion process that leads to high profitable economical returns. However, this is a difficult process to control because it is operated continuously, with high hydrogen pressures and it is also subject to disturbances in feed properties and catalyst performance. So, the automatic detection of fault and diagnosis plays an important role in this context. In this work, a hybrid approach based on neural networks together with a pos-processing classification algorithm is used to detect faults in a simulated HDT unit. Nine classes (8 faults and the normal operation) were correctly classified using the proposed approach in a maximum time of 5 minutes, based on on-line data process measurements.

Keywords: Fault detection, hydrotreatment, hybrid systems, neural networks.

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101 Multi-Stakeholder Road Pricing Game: Solution Concepts

Authors: Anthony E. Ohazulike, Georg Still, Walter Kern, Eric C. van Berkum

Abstract:

A road pricing game is a game where various stakeholders and/or regions with different (and usually conflicting) objectives compete for toll setting in a given transportation network to satisfy their individual objectives. We investigate some classical game theoretical solution concepts for the road pricing game. We establish results for the road pricing game so that stakeholders and/or regions playing such a game will beforehand know what is obtainable. This will save time and argument, and above all, get rid of the feelings of unfairness among the competing actors and road users. Among the classical solution concepts we investigate is Nash equilibrium. In particular, we show that no pure Nash equilibrium exists among the actors, and further illustrate that even “mixed Nash equilibrium" may not be achievable in the road pricing game. The paper also demonstrates the type of coalitions that are not only reachable, but also stable and profitable for the actors involved.

Keywords: Road pricing game, Equilibrium problem with equilibrium constraint (EPEC), Nash equilibrium, Game stability.

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100 Design and Māori Values: A Rebrand Project for the Social Enterprise Sector

Authors: M. Kiarna, S. Junjira, S. Casey, M. Nolwazi, M. S. Marcos, A. T. Tatiana, L. Cassandra

Abstract:

This paper details a rebrand design project developed for a non-profitable organization called Te Roopu Waiora (TRW), which is currently located in Auckland, Aotearoa New Zealand. This social enterprise is dedicated to supporting the Māori community living with sensorial, physical and intellectual disabilities (whānau hauā). As part of a year three bachelor design brief, the rebrand project enabled students to reflect on Kaupapa Māori principles and appropriately address the values of the organisation. As such, the methodology used a pragmatic paradigm approach and mixed methods design practices involving a human-centred design to problem solving. As result, the student project culminated in the development in a range of cohesive design artefacts, aiming to improve the rentability and perception of the brand with the audience and stakeholders.

Keywords: Design in Aotearoa New Zealand, Kaupapa Māori, branding, design education, human-centered design.

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99 Middle East towards Incubator Benefits: Case Studies

Authors: Hanadi Mubarak AL-Mubaraki, Michael Busler

Abstract:

In the context of business incubation (BI) as strategic enablers, this paper critically reviews the literature relating to the strategic benefits of BI in the Middle East. The taxonomy of BI benefits in the strategic elements on 1) type, 2) financial model, 3) services, 4) objectives, 5) number of clients, 6) number of graduates, and 7) jobs creation. Understanding the importance of BI benefits can be significant in the economic development although most incubators lead to diversify the economy. Thus, taxonomies of the benefits of BI are produced from both the academic literature and published case studies. In this way, a classification of strategic benefits elements as they relate to incubators has been developed to provide a greater understanding of the benefits needed to obtain a specific element. The result of this paper is Business incubators is aimed entrepreneurship, jobs creation, research commercialization and profitable enterprises in Middle Eastern countries.

Keywords: Economic Development, Incubators, Middle East, Strategic.

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98 The Impact of Health Tourism on Companies’ Performance: A Cross Country Analysis

Authors: Micheli Anna Paola, Intrisano Carmelo, Calce Anna Maria

Abstract:

This research focused on the capability of health tourism to improve the economic and financial performance of healthcare companies. It is assumed that health tourism companies have better profitability and financial efficiency because they can also count on cross-border demand differently from no health tourism companies. A three-level gap analysis was conducted: the first concerns health tourism companies located in Italy and in the other EU28 states; in the second Italian and EU28, no health tourism companies were compared; the third level is about the Italian system with a comparison between health tourism and no health tourism companies. Findings highlighted that Italian healthcare companies have better profitability performance if compared to European ones, but they present weaknesses in the financial position given the illiquidity and excessive leverage. Furthermore, studying the Italian system, we found that health tourism companies are more profitable than no health tourism companies.

Keywords: Financial performance, gap analysis, health tourism, profitability performance, value creation.

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97 Recent Advances in Energy Materials for Hot Sections of Modern Gas-Turbine Engines

Authors: Zainul Huda

Abstract:

This presentation reviews recent advances in superalloys and thermal barrier coating (TBC) for application in hot sections of energy-efficient gas-turbine engines. It has been reviewed that in the modern combined-cycle gas turbines (CCGT) applying single-crystal energy materials (SC superalloys) and thermal barrier coatings (TBC), and – in one design – closed-loop steam cooling, thermal efficiency can reach more than 60%. These technological advancements contribute to profitable and clean power generation with reduced emission. Alternatively, the use of advanced superalloys (e.g. GTD-111 superalloy, Allvac 718Plus superalloy) and advanced thermal barrier coatings (TBC) in modern gas-turbines has been shown to yield higher energy-efficiency in power generation.

Keywords: Energy materials, gas turbine engines, superalloy, thermal barrier coating

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96 Mobile Phone Banking Applies and Customer Intention - A Case Study in Libya

Authors: Iman E. Bouthahab, Badea B. Geador

Abstract:

Aim of this paper is to explore the prospect of a new approach of mobile phone banking in Libya. This study evaluates customer knowledge on commercial mobile banking in Libya. To examine the relationship between age, occupation and intention for using mobile banking for commercial purpose, a survey was conducted to gather information from one hundred Libyan bank clients. The results indicate that Libyan customers have accepted the new technology and they are ready to use it. There is no significant joint relationship between age and occupation found in intention to use mobile banking in Libya. On the other hand, the customers’ knowledge about mobile banking has a greater relationship with the intention. This study has implications for demographic researches and consumer behaviour disciplines. It also has profitable implications for banks and managers in Libya, as it will assist in better understanding of the Libyan consumers and their activities, when they develop their market strategies and new service.

 

Keywords: Banks in Libya, Customer Knowledge, Intention, Mobile banking.

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95 Survey on Strategic Games and Decision Making

Authors: S. Madhavi, K. Baala Srinivas, G. Bharath, R. K. Indhuja, M. Kowser Chandini

Abstract:

Game theory is the study of how people interact and make decisions to handle competitive situations. It has mainly been developed to study decision making in complex situations. Humans routinely alter their behaviour in response to changes in their social and physical environment. As a consequence, the outcomes of decisions that depend on the behaviour of multiple decision makers are difficult to predict and require highly adaptive decision-making strategies. In addition to the decision makers may have preferences regarding consequences to other individuals and choose their actions to improve or reduce the well-being of others. Nash equilibrium is a fundamental concept in the theory of games and the most widely used method of predicting the outcome of a strategic interaction in the social sciences. A Nash Equilibrium exists when there is no unilateral profitable deviation from any of the players involved. On the other hand, no player in the game would take a different action as long as every other player remains the same.

Keywords: Game Theory, Nash Equilibrium, Rules of Dominance.

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94 Recovery of Post-Consumer PET Bottles in a Composite Material Preparation

Authors: Rafenomananjara Tsinjo Nirina, Tomoo Sekito, Andrianaivoravelona Jaconnet Oliva

Abstract:

Manufacturing a composite material from post-consumer bottles is an interesting outlet since Madagascar is still facing the challenges of managing plastic waste on the one hand and appropriate waste treatment facilities are not yet developed on the other hand. New waste management options are needed to divert End-Of-Life (EOL) soft plastic wastes from landfills and incineration. Waste polyethylene terephthalate (PET) bottles might be considered as a valuable resource and recovered into polymer concrete. The methodology is easy to implement and appropriate to the local context in Madagascar. This approach will contribute to the production of ecological building materials that might be profitable for the environment and the construction sector. This work aims to study the feasibility of using the post-consumer PET bottles as an alternative binding agent instead of the conventional Portland cement and water. Then, the mechanical and physical properties of the materials were evaluated.

Keywords: PET recycling, polymer concrete, ecological building materials, pollution mitigation.

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93 Impact of Customer Management System in Improving Customer Retention: Optimization of Negative Customer Feedback

Authors: Alireza Faed, David Forbes

Abstract:

Complaints today have the ability to retain customer loyalty using state of the art systems and strategies in customer relationship management to analyze and respond to a plethora of customer perception. The Majority of companies are not aware of the beneficiary utilization of customer complaints for the sake of quality improvements. Also, some companies have problems determining how resolution of complaints can be profitable. In this study, we will define the problems and ascertain the importance of customer management system on the companies. Furthermore, we will determine the impact of such a system on efficiency, confidence, profitability and customer complaints. Eventually, we will develop methods and address the issues. In this paper, we used an open-ended questionnaire and distributed that to 30 randomly chosen respondents which were the passengers in an airport. We also define three hypotheses for our study and we will validate each of them. Then using frequency, Chi- Square and quality control method we optimized the size of customers- negative feedback and improved the process of customer retention.

Keywords: Complaint, Complaint management system, Customer relationship management, Retention.

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