-
Relating Technology Based CRM to Service Quality in the Telecommunications Industry in Arusha City, Tanzania
Aneth Herman Foya,
James Kilika,
Stephen Muathe
Issue:
Volume 3, Issue 6, December 2015
Pages:
209-218
Received:
25 August 2015
Accepted:
15 September 2015
Published:
28 September 2015
Abstract: Customer Relationship management concept is vital not only to service based organizations but also to manufacturing based industries. CRM enhances the ability of businesses to survive in the context of a changing business environment characterized by high competition. Theoretically, CRM has been advocated due to the role that it can play in creating, nurturing and maintaining mutual relationships between an organization and its customers. This study examined the effect of the technology based CRM on service quality in the Telecommunications industry in Arusha, Tanzania. The study used an integrated theoretical framework that conceptualized the constructs for the technology based CRM using both theories on technology and those on customer service relationship management. Four hypotheses relating the independent and dependent variables were tested. The study used a descriptive survey design that was cross sectional in nature. The population of the study consisted of diverse stakeholders within the telecommunication industry in Tanzania. Those that comprised the population included four telecommunications companies, their respective distributors and subscribers, estimated at a total of 26,514,895. A sample of 323 respondents was drawn and data obtained from each using a predetermined questionnaire that was self administered to each respondent. The data obtained from the field was analyzed by both descriptive and inferential statistics and multiple linear regression was employed to test the hypotheses. The descriptive findings of the study indicated that mobile phone companies have employed the technology based CRM systems to a good extent (Mean=4) so as to align their business activities towards delivering services to customers. The results of the hypotheses tested indicated that there was no statistically significant relationship between system automation and service quality as well as system functionality and service quality (β= -.109, p>0.05; β=-.244, p>0.05 respectively). However, the study found that there is a statistically significant relationship between system user acceptance, service quality, system integration and service quality (β=-.588; p< 0.05; β= .814, p< 0.05 respectively). The study suggested that the mobile service organizations need to invest not only in technology based CRM but also to invest in the aspect of internal marketing since it has potential to enhance the level of service quality offered by mobile phone companies. The findings of the study called on future research on technology based CRM to incorporate the aspects of individual IT users’ demographic and psychological characteristics.
Abstract: Customer Relationship management concept is vital not only to service based organizations but also to manufacturing based industries. CRM enhances the ability of businesses to survive in the context of a changing business environment characterized by high competition. Theoretically, CRM has been advocated due to the role that it can play in creatin...
Show More
-
Predictors of Acceptance of ‘Lipa na Mpesa’ Mobile Payment by Micro Entrepreneurs: A Case of Micro Entrepreneurs in Laikipia East Sub-county Kenya
Gatua Hosea Mwangi,
Bula Hannah Orwa
Issue:
Volume 3, Issue 6, December 2015
Pages:
219-227
Received:
3 September 2015
Accepted:
28 September 2015
Published:
10 November 2015
Abstract: Micro-entrepreneurs in the developing world are increasingly deploying the use of mobile payments to enhance the quality of their services and increase growth. The pace of transformation in the micro business sector has speeded up with more micro entrepreneurs realizing the potential of using mobile payments in their service delivery. This study aimed to examine the predictors of acceptance of ‘Lipa na Mpesa’ mobile payments by micro entrepreneurs in Laikipia East Sub County. The study sought to find out whether ease of use, perceived usefulness and attitude towards usage influence acceptance of ‘Lipa na Mpesa’ mobile payments by micro entrepreneurs in Laikipia East Sub County. The scope of the study was limited to micro entrepreneurs within Laikipia East Sub County. The study was carried out in Nanyuki town. Descriptive survey design was used for the study. The population of the study comprised of micro entrepreneurs signed up for Lipa Na Mpesa by Kopo Kopo Inc. within Nanyuki town. A sample of 124 micro entrepreneurs was selected for the study. The research methodology used was both quantitative and qualitative methods. Questionnaires comprised of structured and unstructured questions. Descriptive statistical analysis such as frequency counts and percentages were used. The correlation between the independent and dependent variables was determined by the use of regression analysis. Validity was ensured by checking whether the items in the questionnaire were reflected in the research questions and objectives of the study. Reliability of data collection instruments was ascertained through piloting the instruments. Data presentation was in bar graphs, pie charts and tables. The researcher also analyzed records and available documents in the learning institutions. The study established a high degree of variation R2=0.850 (85.0%), that ease of use, perceived usefulness, attitude towards usage had on Intention to accept Lipa na Mpesa mobile payments. The researcher recommends that the service provider should maintain the technology deployed because it was found to be easy to use and also useful to micro entrepreneurs however, a further study is recommended to establish why most entrepreneurs had a low attitude towards using Lipa na M-pesa though they had signed up for the service initially.
Abstract: Micro-entrepreneurs in the developing world are increasingly deploying the use of mobile payments to enhance the quality of their services and increase growth. The pace of transformation in the micro business sector has speeded up with more micro entrepreneurs realizing the potential of using mobile payments in their service delivery. This study ai...
Show More
-
Influence of Knowledge Transfer and Knowledge Conversion on Performance of Commercial Banks in Kenya
Godfrey M. Kinyua,
Stephen M. A. Muathe,
James M. Kilika
Issue:
Volume 3, Issue 6, December 2015
Pages:
228-234
Received:
20 October 2015
Accepted:
29 October 2015
Published:
16 November 2015
Abstract: This study examines the influence of knowledge transfer and knowledge conversion on performance of Commercial Banks in Kenya. The study adopted explanatory and cross-sectional survey design. The target population of this study comprised of all the 43 Commercial Banks in Kenya. The unit of observation was the functional area in each bank. Primary data was collected using a semi-structured questionnaire. The questionnaire was hand delivered and collected later by the researcher in order to enhance the response rate. Secondary data was collected using document review and was used to validate information collected from the questionnaire. The response rate in this study was approximately seventy three percent which was considered adequate for making inferences and drawing conclusions. Quantitative data was analyzed using descriptive and inferential statistics. Descriptive statistics included percentages, frequencies, means, and standard deviations while inferential statistics involved regression analysis. Results from quantitative data analysis were presented using figures and tables. The findings of the study established that knowledge conversion and knowledge transfer have positive influence on performance.
Abstract: This study examines the influence of knowledge transfer and knowledge conversion on performance of Commercial Banks in Kenya. The study adopted explanatory and cross-sectional survey design. The target population of this study comprised of all the 43 Commercial Banks in Kenya. The unit of observation was the functional area in each bank. Primary da...
Show More
-
On the Users’ Intention to Adopt Mobile Banking: The Role of Subject Norm
Chen Xinhui,
Ji Xiangxiang,
Zhang Xinrui
Issue:
Volume 3, Issue 6, December 2015
Pages:
235-241
Received:
6 October 2015
Accepted:
19 October 2015
Published:
17 November 2015
Abstract: Mobile banking has become a new field that bank industry because of its advantages of convenience, openness, real-time as a new e-commerce bank, promoting the users intention is one of the issues of development. First of all, the paper establishes the relationship model that affects the mobile bank user’s intention on the base of Technology Acceptance Model and Theory of Planned behavior. Secondly, the paper carries out questionnaire survey on Beijing mobile bank users and gets 136 effective samples. In the end, the paper conducts empirical research using structural equation model and gets a conclusion that perceived usefulness and perceived risk have significant impact on users intention, especially subjective norms not only has a direct impact but also an indirect effect on user intention .The results indicate subject norm has significant impact on user intention and Perceived Ease of Use has significant impact on user intention by the mediating of subject norm. Therefore, strengthening the safety and external publicity of mobile phone bank is the key to win the customers.
Abstract: Mobile banking has become a new field that bank industry because of its advantages of convenience, openness, real-time as a new e-commerce bank, promoting the users intention is one of the issues of development. First of all, the paper establishes the relationship model that affects the mobile bank user’s intention on the base of Technology Accepta...
Show More
-
Factors Affecting Adaptation of Information Technology in Purchasing and Supplies Function: (A Study of Kenya Power and Lighting Company)
Issue:
Volume 3, Issue 6, December 2015
Pages:
242-250
Received:
10 November 2015
Accepted:
17 November 2015
Published:
10 December 2015
Abstract: Information technology (IT) is the application of computers and telecommunications equipment to store, retrieve, transmit and manipulate data, often in the context of a business or other enterprise. The study objective was to determine effect of cost, technical capacity, organization culture and availability of ICT systems on adaptation of information technology in purchasing and supplies function. The study used a descriptive research design and data was collected through the use of the questionnaires. The target population was 1000 respondents from all categories of respondents were selected using simple random sampling, the sample size was 100 respondents. Data was analyzed and presented using tables and figures. The effect of cost was indicated by majority of respondents who were 94% answered Yes as compared to 6% who answered No. The effect of technical capacity was indicated by majority of respondents who were 88% answered Yes as compared to 12% who answered No. The effect of organization culture was indicated by minority of respondents who were 93% answered Yes as compared to 6% who answered No. Organizations should put measures in place to ensure they cut cost of adapting information technology. The organization should train employees on adaptation of IT in the organization which should be a continuous process. The organization culture should be flexible to ensure adaptation of information technology in purchasing and supplies function. The organizations should consider developing inbuilt IT systems in the organization.
Abstract: Information technology (IT) is the application of computers and telecommunications equipment to store, retrieve, transmit and manipulate data, often in the context of a business or other enterprise. The study objective was to determine effect of cost, technical capacity, organization culture and availability of ICT systems on adaptation of informat...
Show More
-
Career Success Studies: An Examination of Indicators, Approach and Underlying Theories in Literature
Issue:
Volume 3, Issue 6, December 2015
Pages:
251-257
Received:
25 August 2015
Accepted:
13 October 2015
Published:
14 December 2015
Abstract: Many theories have been identified as underpinning theories for study career success. Therefore, this paper has aimed to reveal overview career success concept, indicators, approach and the theories underpinning to study career success. The main purpose of this paper is to review relevant literatures relate to career success theories. This paper compares contemporary career theory with the theory applied in recent career success research. The research makes inconsistent use of career theory and in particular neglects the interdependence of the objective and subjective careers. The paper offers new guidelines for bringing about an agreement between career theory and career success research. Most of the study framework is based on theories that become evidence in literature is reported. This paper contributes to the literature by examine the different types of career theories fit on career success research.
Abstract: Many theories have been identified as underpinning theories for study career success. Therefore, this paper has aimed to reveal overview career success concept, indicators, approach and the theories underpinning to study career success. The main purpose of this paper is to review relevant literatures relate to career success theories. This paper co...
Show More
-
Common Legal Regulations of Employees Rights to Vacations from Jordan Labour Law
Hasan Salih Suliman Al-Qudah
Issue:
Volume 3, Issue 6, December 2015
Pages:
258-262
Received:
30 August 2015
Accepted:
12 November 2015
Published:
18 December 2015
Abstract: Jordanian legislator at present took under consideration certain regulations to employee’s right obtaining vacation. However, by revising some all of these provisions would lead us to note that some other provision did not have any consideration by other legislature, because it is related to wide range of legal common principles regarding to previous importance of vacations prospective. One of many provisions relating to vacations; is the principle independence of vacations, other issues regardless to vacations also the non-calculated vacations during holidays unless interrupted or prohibition of employee deprivation during vacation. The study will try to highlights some of above principles by discussing wide range of many tracking issues which are associated with them, the study would also conclude on the legal principles for vacations that shall be included in the provisions of Labour Law.
Abstract: Jordanian legislator at present took under consideration certain regulations to employee’s right obtaining vacation. However, by revising some all of these provisions would lead us to note that some other provision did not have any consideration by other legislature, because it is related to wide range of legal common principles regarding to previo...
Show More
-
An Essay on the Potential for Successful Adoption of Quality Assurance Practices at Ispahani Islamia Eye Institute and Hospital
Syeda Ismoth Iqbal,
Mohammad Rajib Uddin,
Samin Ishraq Siddiquee
Issue:
Volume 3, Issue 6, December 2015
Pages:
263-275
Received:
14 October 2015
Accepted:
2 November 2015
Published:
18 December 2015
Abstract: Quality Management Systems (QMSs) have become a mainstay in today’s industries, whether it is defense, frozen food manufacturing or healthcare. These systems, such as ISO, can be acquired and adopted after audits by a certifying body. These audits only check current compliance and not current performance. Only a minimum set of requirements are evaluated in order to gauge eligibility. However, there is no formal investigation into whether an organization can actually manage to successfully implement a QMS, whether ISO or any home grown system for that matter. Quality Management Systems are not silver bullets. They can only work when the organization as a whole is willing to accept it and more importantly has the knowhow, skills and intention to implement it. Implementing a QMS, when there is a lack of readiness to do so, will cause myriad troubles for any organization. This study focuses primarily on how to assess whether an organization, namely Ispahani Islamia Eye Institute and Hospital, has the capability or ‘potential’ to successfully implement a QMS. The study identifies six key elements that are crucial prerequisites for successful QMS adoption and uses these key elements to develop a questionnaire based tool for numerically measuring Islamia’s potential to successfully implement and adopt a QMS. The method will be developed in such a way so as to be meaningful for other organizations in general and across multiple industries.
Abstract: Quality Management Systems (QMSs) have become a mainstay in today’s industries, whether it is defense, frozen food manufacturing or healthcare. These systems, such as ISO, can be acquired and adopted after audits by a certifying body. These audits only check current compliance and not current performance. Only a minimum set of requirements are eval...
Show More
-
Competitive Gains in Clusters State of Goiás
Ernane Rosa Martins,
Solange da Silva
Issue:
Volume 3, Issue 6, December 2015
Pages:
276-284
Received:
8 January 2016
Published:
9 January 2016
Abstract: This research aims to study the competitive gains of some Local Productive Arrangements (LPA) selected, in the State of Goiás. This study aims to broaden the understanding of earnings and benefits provided by them. This research is characterized as qualitative and exploratory nature, and the method adopted for its implementation is the study of multiple cases. Three clusters were analyzed in the State of Goiás As a result, between competitive gains identified in the studied clusters stand out: Specialization of mass production and training of skilled workers identified in all clusters. The survey results revealed some relevant points about the competitive gains provided by the studied clusters, among which can be highlighted.
Abstract: This research aims to study the competitive gains of some Local Productive Arrangements (LPA) selected, in the State of Goiás. This study aims to broaden the understanding of earnings and benefits provided by them. This research is characterized as qualitative and exploratory nature, and the method adopted for its implementation is the study of mul...
Show More
-
Competitive Gains in Business Cooperation Networks in the State of Goiás
Ernane Rosa Martins,
Solange da Silva
Issue:
Volume 3, Issue 6, December 2015
Pages:
285-292
Received:
8 January 2016
Published:
9 January 2016
Abstract: This research aims to study the competitive gains of some Business Cooperation Network (BCN) selected, in the State of Goiás. This study aims to broaden the understanding of earnings and benefits provided by them. This research is characterized as qualitative and exploratory nature, and the method adopted for its implementation is the study of multiple cases. Three BCNs were analyzed in the State of Goiás As a result, between competitive gains identified in the studied BCNs, are: bargaining power, market power, prospecting opportunities, shared activities, complementarity, transactional ease, new products and services.
Abstract: This research aims to study the competitive gains of some Business Cooperation Network (BCN) selected, in the State of Goiás. This study aims to broaden the understanding of earnings and benefits provided by them. This research is characterized as qualitative and exploratory nature, and the method adopted for its implementation is the study of mult...
Show More
-
Competitiveness Factors for China's Online Game Industry Based on Diamond Model
Issue:
Volume 3, Issue 6, December 2015
Pages:
293-301
Received:
26 January 2016
Published:
27 January 2016
Abstract: At present, the online game has become one of the cultural and creative industries which is in the most rapidly growing, the huge market potential and the most far-reaching Internet industry.This paper, using the modified Porter's Diamond Model, in seven aspects to analyze the influencing factors of online game industry's competitiveness and they are the production elements, demand conditions, support industry and related industries, enterprise strategy and competition, the government, chances and the absorption and innovation of knowledge. There is a lack of innovativeness in china's online game industry. The market is facing an oligopoly monopoly development problem and the financing system is not perfect became the restrictions on the developing of the online game industry in china.On the basis of above, the corresponding countermeasures and suggestions are put forward.
Abstract: At present, the online game has become one of the cultural and creative industries which is in the most rapidly growing, the huge market potential and the most far-reaching Internet industry.This paper, using the modified Porter's Diamond Model, in seven aspects to analyze the influencing factors of online game industry's competitiveness and they a...
Show More
