Evaluation of Customer Satisfaction in the Digital Environment

Internet has become an important tool to deliver products, information, and services. Thus, customer satisfaction is increasingly recognized as a significant aspect of online business activities and is considered as a key determinant for successful digital services. Furthermore, since keeping current customers is more profitable than acquiring new clients, it is vital to gain customer satisfaction to achieve organizational goals. This introduces a new requirement to measure customer satisfaction as a factor for continuous business improvement. Therefore, there is a clear need for a theoretical survey instrument that integrates all aspects of customer satisfaction in the digital environment. The chapter responds to this need by its exploratory nature. In the first step, exploratory analysis is used to extract all customer satisfaction dimensions. Then, the exploratory factor analysis is used to cluster the factors effectively; thereby, further analysis including content validity, discriminate, and constructive testing is used to test the proposed survey instrument.

Various Models to Evaluate Quality in the Service Industry

Service quality has turned out to be the most important topic of consideration to academicians and practitioners. It has been proven that the influence of service quality on business performance, cost leadership, customer satisfaction, customer loyalty, and profitability. The accomplishment of quality in services has turned out to be a vital concern of all services organisations. Quality in services is mainly undefined and becomes the crucial issue. Increased competition and knowledge of customer satisfaction made the service organisations use new service parameters and implement quality management tools as competitive advantage. Service quality is hard to evaluate, as it is subjective in nature. Many researchers did explore and confirm the dimensions of service quality. This study focuses on various studies of service quality conducted by earlier researchers in an array of industries. The chapter details the development of service quality theory and different models hypothesised to measure service quality.

Innovations in Digital Banking Service Brand Equity and Millennial Consumerism

In the goods industry, the product is considered the primary brand with various attributes. However, in the case of the services industry, the company itself is a primary brand. This chapter is based upon primary research of the services (banking) sector as a case of service branding with services extended marketing mix variables. A model has been developed to identify the impact of services extended marketing variables on customer-based brand equity. Two components of customer-based brand have been given consideration such as brand awareness and brand association. For this purpose, a structured questionnaire was prepared, and a survey was conducted on 400 respondents, and a structural equation model has been applied.

Impact of Digital Transformations on Corporate Social Responsibility (CSR) Practices in Turkey

Each year, corporations have been donating millions of dollars for non-profit organizations in order to fulfil their duty towards society, and companies are engaging in many approaches in order to strengthen their relationship with consumers. One of these is corporate social responsibility (CSR). The purpose of this chapter is to consolidate an understanding of real-world business practices with an academic research perspective and to inform the reader on the developments in CSR practices in the digital environment. With this purpose, a descriptive research is adopted that will include a content analysis of the companies that will be selected from the list of Fortune 500 in Turkey, and the data from the web pages of the top 100 companies will be analysed. The results indicate that large Turkish companies are lagging behind global companies with regards to digitalisation of CSR practices and institutionalisation of their CSR practices when compared to the corporations in developed countries.

Traffic Signal Control for a Single Intersection-Based Intelligent Transportation System

Traffic optimization at an intersection, using real-time traffic information, presents an important focus of research into intelligent transportation systems. Several studies have proposed adaptive traffic lights control, which concentrates on determining green light length and sequence of the phases for each cycle in accordance with the real-time traffic detected. In order to minimize the waiting time at the intersection, the authors propose an intelligent traffic light using the information collected by a wireless sensors network installed in the road. The proposed algorithm is essentially based on two parameters: the waiting time in each lane and the length of its queue. The simulations show that the algorithm applied at a network of intersections improves significantly the average waiting time, queue length, fuel consumption, and CO2 emissions.

Business Communication, Digital Innovation, and Decoding Possibilities for the Student Receiver

Research conducted within the business communication milieu frequently reports that university graduates do not possess sufficient business communication skills. In this chapter, the author explores what communication skills the graduate of today may require for the business world of tomorrow. Klaus Schwab refers to tomorrow's business world as the Fourth Industrial Revolution, where digital innovation will amalgamate nearly every aspect of human lives, and where demographic change, coupled with industrial transitions and changing consumer requirements, necessitates the need for today's business communication student to learn how to be a creative problem solver, have emotional intelligence, be able to communicate across borders, and be able to persuasively communicate in a variety of written mediums. In light of Schwab's observations, this chapter explores why creativity, social skills, intercultural and written communication skills are so essential for today's business graduate.

A Study of Digital Learning Management Systems in Developing Countries

Academic higher education has adopted the use of internet technologies such as web-based digital learning systems. Digital learning management systems (DLMSs) have widely been utilized by many universities as a tool that fosters learning activities due to its prevailing unique environment. DLMS is a software-driven tool with different features; hence, different universities adopt different DLMSs that meet their expectations in terms of helping their administrators, instructors, and students learning the processes. The research aims to examine collected qualitative data through a case study methodology coupled with semi-structured interviews as the data collection method. The interviews are analyzed deeply based on the research findings to gain insights on how the implementation of the digital learning management systems influences the learning perspective of instructors as far as universities and the higher education sector is concerned.

Prioritization of Leadership Effectiveness Dimensions Improving Organizational Performance via Analytical Hierarchy Process (AHP) Technique

Small and medium enterprises (SMEs) play an important role in the economic development of a country. On the other hand, one of the main factors that leads to organizational success is leadership effectiveness. In addition, many researchers argue that leadership effectiveness can improve organizational performance. Therefore, in order to contribute to economic growth, it is crucial to understand and evaluate the leadership effectiveness. Some researches carried out studies to introduce the dimensions of leadership effectiveness, although there is a lack of research to prioritize these dimensions to effectively guide leaders on how to improve their effectiveness. The chapter aims to prioritize dimensions of leadership effectiveness in SMEs, specifically Malaysia digital service SMEs. The applied research method in this chapter is a quantitative method using analytical hierarchy process (AHP) technique. Furthermore, in this chapter, leadership effectiveness dimensions have been evaluated by practitioner and academician experts in the Malaysia SME context.

Blockchain Architecture Stack to Smart Education

Blockchain is an emerging technology that serves as an immutable ledger and publicly available infrastructure for building decentralized applications. Blockchain-based applications ensure transparency and trust between all parties involved in the interaction. Nowadays, educational organizations focus on online education and propose to create a system based on educational smart contracts in a public ledger. This public ledger shall be shared between major online and offline educational institutes around the world. From a software architecture perspective, blockchain enables new forms of distributed software architectures across a large network of untrusted participants. The objective of this chapter is to propose a blockchain architecture stack to smart education. The proposed architecture exploits the benefits of the blockchain and global ecosystem simplification to create a globally trusted higher education credit system.

A Study of Factors Influencing Digital Accounting Software Selection in Thailand

Accounting software selection, implementation, and use have received close interest for business efficiency purposes in a fast-changing global digital environment. This study reports the results of a survey for small-medium accounting firms in Thailand that have focused on the factors used to select the accounting software. The researchers have examined whether different firms have different factors in selecting the accounting software and which factor is most influential for accounting and auditing firms for their decision to select accounting software. A structured questionnaire survey instrument was used to collect data from 49 accounting firms. New findings from this study suggest that, firstly, there are no significant differences between accounting and auditing firms in the factors used to select accounting software. Secondly, it was found that the accuracy of data processing, calculation, and reports is the most influential factor that accounting and auditing firms will consider for using the accounting software.