Financial Vulnerability, Customer Engagement and Satisfaction in South African Banks: A Structural Equation Model | Chapter 4 | Economics and Entrepreneurship: The Proceedings of the 10th International Conference on Business and Management Dynamics (ICBMD), Edition 1

This study investigates the impact of financial vulnerability on customer engagement and satisfaction within the South African banking sector under a persistent inflation and prolonged contractionary monetary policy environment.

The relationships examined were hypothesized based on the SABI model, which underpins the functional analysis of interactions provided by the interdependence theory. Utilizing a structural equation modeling approach, data were collected from 314 bank customers through the questionnaire method. The analysis reveals a significant and positive relationship between financial vulnerability and customer engagement (p < 0.05), indicating that customers with lower financial resilience engage more with their banks. Furthermore, a direct and significant link (p < 0.05) between financial vulnerability and customer satisfaction suggests that current financial hardships do not diminish overall satisfaction levels. However, a positive relationship between customer engagement and customer satisfaction is not statistically significant, suggesting that customer interactions were not a determining factor of their satisfaction level. These findings imply that monetary policymakers and banks should adapt their strategies to support financially vulnerable customers, promote customer engagement, and thus enhance bank-customer long-term relationships. However, the study is limited by the demographic scope of the sample, necessitating further research to validate these insights across diverse customer segments.

 

Author (s) Details

 

Sophie Kasse-Kengne
Cape Peninsula University of Technology, South Africa.

 

Please see the book here:- https://doi.org/10.9734/bpi/mono/978-93-49238-53-4/CH4

Exploring Knowledge Management as a Correlate of SME Performance in Nigeria | Chapter 8 | New Advances in Business, Management and Economics Vol. 2

This study explored the influence of knowledge management on the performance of selected manufacturing Small and Medium Enterprises (SMEs) in Southeast Nigeria. The research was guided by three specific objectives, research questions, and hypotheses, with variables broken down into distinct components. A survey design was employed, targeting academic staff within the selected SMEs. The study population consisted of 800 individuals, and a sample size of 196 was determined using the Krejcie and Morgan (1970) formula. Data were collected through self-administered questionnaires and analyzed using descriptive statistics (frequency tables and percentages) and inferential statistics (Pearson correlation coefficient and regression analysis). The findings indicated a significant positive relationship between knowledge management and SME performance. Specifically, there was a strong link between knowledge management dimensions—knowledge sharing, acquisition, and protection—and firm performance dimensions such as market share, sales growth, and customer satisfaction. The study concluded that SMEs that actively acquire new knowledge are better positioned to satisfy customers, while those that encourage knowledge sharing among employees achieve higher market share compared to those that restrict knowledge access. The study recommended that SMEs implement effective feedback mechanisms to encourage employees to provide input, share ideas, and ask questions, fostering a culture of continuous improvement and innovation. 

 

Author (s) Details

 

Ifeanyi. E. Nuel Okoli
Department of Entrepreneurial Studies, Nnamdi Azikiwe University Awka, Anambra State, Nigeria.

 

Chinenye Maureen Nuel-Okoli
Department of Entrepreneurial Studies, Chukwuemeka Odumegwu Ojukwu University Igbariam, Anambra State, Nigeria.

 

Nnenne Ifechi Adani
Department of Entrepreneurial Studies, Nnamdi Azikiwe University Awka, Anambra State, Nigeria.

 

Please see the book here:- https://doi.org/10.9734/bpi/nabme/v2/4186

Assessing the Efficacy of E-procurement Practices in Enhancing Customer Satisfaction: A Tanzanian Public Procurement Case Study from User Perspectives | Chapter 1 | An Overview on Business, Management and Economics Research Vol. 9

This study aimed at examining users’ perception on the effect of e-procurement practice on customer E-procurement is a technological system that was introduced for the purpose Practice on of increasing efficiency in procurement. Following emergent of this new technology people within the organization (users) had some expectations re old manual procurement system. E-Procurement practices shape customer satisfaction in public procurement within Tanzania is vital for our community. It tackles the essential task of modernizing procurement through electronic methods, reflecting a global shift towards efficiency. By delving into users' perceptions, the study not only aids successful implementation in the transparent and efficiency-focused public procurement sphere but also provides valuable insights specific to Tanzania, contributing to both local and international understanding. The study adopted explanatory sequential mixed method involving both quantitative and qualitative data that were collected in two different phases. The population of study included user staff working in five selected procuring entities whereby questionnaires were used to collect quantitative data from respondents who were approached by using simple random sampling technique. Also, qualitative data collected from Heads of Departments through interview guide were analyzed by using content analysis in relation to five service quality dimensions. The dimensions included tangibility, responsiveness, reliability, empathy and assurance as independent variables that were regressed on customer satisfaction (dependent variable) that contained Yes and No responses. From the population, a sample size of 350 respondents were calculated through using Yamane (1967) formula, In order to determine user’s satisfaction on procurement service delivery, data were analyzed in two steps: first, the mean difference between perception and expectation of customers was computed (P-E). The obtained value was divided by total number of items to get index score for each service quality dimension.

Reliability, Empathy and Assurance) on dependent variable (customer satisfaction). The study concluded that there is a significant relationship between use of e-procurement and increase in customer satisfaction in procurement. Therefore, it is recommended that chief executive officers in public organizations should take e-procurement as a solution to improve service delivery to their customers.

Author(s) Details:

Barnabas Maagi,
Department of Procurement and Supplies Management, Dodoma Campus, College of Business Education, Dodoma, Tanzania.

Adam Mwakalobo,
Department of Procurement and Supplies Management, Dodoma Campus, College of Business Education, Dodoma, Tanzania.

Please see the link here: https://stm.bookpi.org/AOBMER-V9/article/view/13403

Aftersales Service and Customer Satisfaction: An Application of the Kano Model | Chapter 7 | An Overview on Business, Management and Economics Research Vol. 6

 This phase uses CFAO Motors as a case study to explore Aftersales aids and customer satisfaction. The community for the study includes all landowner of vehicles who incessantly service their vehicles accompanying CFAO Motors, whether under warranty a suggestion of correction, to enjoy the aftersales services. A all-inclusive approach was used in the data accumulation through questionnaire presidency. The analysis used Kano’s Model and Kendall’s Cooperative of Concordance. The result indicates that the superficial requirement accounted for 67% while the “must-be” necessity represented 37%. The customers ordered solving questions through maintenance, accuracy of proof and competency of service technicians as the top three preference of their assessment of aftersales services. In accordance with the study, CFAO Motor must be a customer-principal organization to create unending relationships accompanying its customers through the exercise of successful marketing strategies to improve business conduct.

Author(s) Details:

Isaac Tweneboah-Koduah,
Department of Business Studies, Garden City University College, Kumasi, Ghana.

Please see the link here: https://stm.bookpi.org/AOBMER-V6/article/view/12793

Evaluating the Parents’ Satisfaction and Its Potential in Boosting Sales and Profits in the Tutoring Business Sector | Chapter 6 | Current Aspects in Business, Economics and Finance Vol. 1

The case studies of two families whose children received tutoring for five months in Milton Keynes, England, in the United Kingdom, help this chapter analyse the potential of happy parents in increasing sales and profitability in the tutoring industry. These families received specific feedback questions via emails and texts at the conclusion of the lessons. Both of them replied via emails. Microsoft Excel was used to conduct a data analysis and create comparison tables for these parents' replies. The findings indicated that both parents were happy with the tutoring services provided to their kids. Both of them claimed that their kids had become more capable of responding test questions with confidence and self-belief. Parents were happy as a consequence and were prepared to serve as the tutor's referee, suggest the tutor's services to other parents, discuss the results of their children's exams, and buy tutorial services from the same instructor again in the future.

These results lead to the conclusion that happy parents have the ability to increase tutoring business sales and profits. As a result, it is advised that tutors actively solicit parental input on how they give lessons.

Author(s) Details:

Fletcher M. Phiri,

Business and Health Studies Freelance Lecturer, Tutor and Training Consultant for 6 Pixie Road, Aylesbury, Buckinghamshire, HP18 0GJ, UK.

Please see the link here: https://stm.bookpi.org/CABEF-V1/article/view/7301

Optimization of Customer Satisfaction for Green Design and Decision-Making Method | Chapter 4 | Modern Perspectives in Economics, Business and Management Vol. 7

The research focused on the International Accounting Standard Board Conceptual Framework, which lays out a comprehensive set of ideas for quality financial reporting, standard setting, and professional guidance in developing reliable reporting strategies so that others can try to understand and decipher the principles. The study used a conceptual review technique, focusing on discourses within the realm of narrative proofs from the Global Accounting Standards Board, professional accounting groups, and academic research. The status and purpose of the IASB conceptual framework, which includes the objective of financial reporting, qualitative characteristics of useful financial information, financial statement and the reporting entity, financial statement elements, recognition and de-recognition, and concepts of capital and capital maintenance, were also discussed in the article. As a result, the study determined that while the framework is not a standard, its design is intended to aid the Board in formulating principles and preparers in producing consistent financial reporting methodologies.


Author (S) Details

Dr. Lara F. Hourani
Department of Management Science and Engineering, Northwestern Polytechnical University, Xi’an, China.


View Book :- https://stm.bookpi.org/MPEBM-V7/article/view/3620

 

Customer Satisfaction Tool: Cross-Selling | Chapter 3 | Modern Perspectives in Economics, Business and Management Vol. 7

 Effective cost management is at the heart of every business plan. To save money, the bank concentrates on maximising the client connection. When a consumer has various bank products, it demonstrates that the bank is important to them. Smarter technologies are being implemented by banks in order to tempt more consumers by maximising products that directly benefit the customer. This value addition is achieved by using cross-selling strategies to provide services and products to clients in a smart and planned manner. Cross selling occurs when clients are given with concealed plans in the form of numerous bank services. You can sell an additional product or service by cross-selling.

Author (S) Details

Minal Shah
Department of Management, Bhilai Institute of Technology, Durg, CG, India.


Sanjay Guha
Department of Management, Bhilai Institute of Technology, Durg, CG, India.



Urvashi Shrivastava
Department of Management, Bhilai Institute of Technology, Durg, CG, India.


View Book :- https://stm.bookpi.org/MPEBM-V7/article/view/3619

Riding the Waves of Latent Herding Online Shopping Behaviour | Chapter 12 | Modern Perspectives in Economics, Business and Management Vol. 5

 The Internet has exploded in popularity in recent years, and many of its applications are now used by individuals all over the world. Online buying, a relatively new phenomenon in the field of electronic commerce (e-commerce), will undoubtedly be the way people shop in the future, especially during and after the coronavirus illness 2019 (COVID-19) outbreak. Online shopping appears to be one of the ways that clients shop nowadays, particularly among the younger generations and those who work. Because of its pervasiveness, the internet has become accessible to the majority of young working people, and many have begun to sell and purchase online. Despite the fact that internet shopping is now relatively prevalent, its growth in the Malaysian market is still lagging behind the worldwide industry. The potential rise of online shopping in Malaysia prompted the notion of conducting an exploratory research on the subject. A survey of 168 part-time students who work in the Klang Valley and also attend Universiti Kebangsaan Malaysia was conducted (UKM). The goal of this research is to see how much they know about online purchasing and what factors influence their online shopping habits. Customer happiness, motivation, and influence from other purchasers are among the important reasons for customers to shop online, according to the findings of the study. Respondents have begun to shop online in the same way that other buyers have. The findings of the study could be used by scholars and practitioners to conduct future research in the same field.

Author (S) Details

Noor Azuan bt Hashim
Faculty Economics and Management, Universiti Kebangsaan Malaysia 43600 UKM Bangi, Selangor, Malaysia.

View Book :- https://stm.bookpi.org/MPEBM-V5/article/view/3336

E-Banking System Benefits and Issues | Chapter 4 | Insights into Economics and Management Vol. 11

 E-banking has become a critical component of the banking industry's future growth. Electronic banking, often known as online banking, is a service offered by many banks that allows customers to conduct all types of banking transactions over the internet, largely through the use of information technology and communication. E-banking is particularly important in many industrialised countries because it is the most cost-effective way of providing banking services. It also made it easier to shift money around the country and across borders. It is a borderless entity that allows consumers to bank whenever, wherever, and however they want. E-banking is one of the most successful on-line enterprises, saving customers and businesses time and money. It can be accessed from any computer, PDA, or mobile device with an internet connection. It also allows customers to make financial transactions through the institution's website, such as a virtual bank, a retail bank, or a credit union. Despite the many advantages of E-Banking, there are a few elements that influence its use. This research paper will provide an overview of e-banking, including its definition, functions, types, benefits, and drawbacks. In a nutshell, e-banking is banking that can be done at any time and from any location.

Author (s) Details

Hajera Fatima Khan
Accounting Department, College of Business Administration, University of Hail, Hail, Kingdom of Saudi Arabia.

View Book :- https://stm.bookpi.org/IEAM-V11/article/view/1325