The Impact of ICT on Productivity: The Moderating Role of Worker Quality and Quality Strategy

Castel, Ana Gargallo; Galve‐Górriz, Carmen

doi:10.5772/37291

Cited by 6 publications

(3 citation statements)

References 54 publications

(56 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Some of the virtual banks include interactive banking systems that predict the needs of the customer and provides information to the customers beforehand. According to [23], "80 percent of the time customers use technology in accessing banking services, they confirm that they are satisfied with the explanation given by the automated system. If they aren't, they are immediately routed to an agent who has a complete transcript of the conversation and can provide the next level of service."…”

Section: Empirical Reviewmentioning

confidence: 92%

See 1 more Smart Citation

Effect of Mobile Credit on Operational Efficiency in Commercial Banks in Kenya

Kinyanzui¹,

Achoki²,

Kiriri³

2018

OJBM

View full text Add to dashboard Cite

This study sought to establish the effect of mobile credit on operational efficiency in commercial banks in Kenya. The study utilized primary as well as secondary data on access to mobile credit and its effects on the performance of the organization. A questionnaire was the primary data collection tool and composed of open ended and closed ended questions. Data collected was analyzed using multiple linear regression analysis at a 95% confidence interval. Analyzed data was presented using tables and figures for ease of interpretation. Operational efficiency is the goal of any manager in a customer service driven sector. Some of the strategies to achieve operational efficiency include managerial behavior change, promoting operational optimization and use of technology. Mobile credit introduction improved operational efficiency in commercial banks. Mobile credit introduction enhanced operational efficiency in loans collection, returns on shareholders. The operational efficiency performance indicators utilized in this study were: return on assets, earnings per share and proportion of non-performing loans. On the other hand, proportion of non-performing loans declined after the introduction of mobile credit indicating increased operational efficiency in debt collection. The introduction of mobile credit significantly enhanced organization efficiency as measured by metrics such by brand image building, ability to adapt to market changes and perceptions of reliability in the customer's mind. Mobile credit introduction improved operational efficiency in commercial banks. Mobile credit introduction enhanced operational efficiency in loans collection, returns on shareholders. Overall, it has been accepted that the use of technology is one of the major strategies used to enhance operational efficiency. The findings of this study propose that the use of mobile credit has enhanced debt collection efficiency and revenue generation efficiency.

show abstract

Section: Empirical Reviewmentioning

confidence: 92%

“…If they aren't, they are immediately routed to an agent who has a complete transcript of the conversation and can provide the next level of service." Another advantage identified by [23] was that technology reduced the time spent by customer in resolving issues and complaints while customer service employees enjoy from reduced calls.…”

Section: Empirical Reviewmentioning

confidence: 99%

Effect of Mobile Credit on Operational Efficiency in Commercial Banks in Kenya

Kinyanzui¹,

Achoki²,

Kiriri³

2018

OJBM

View full text Add to dashboard Cite

show abstract

“…for Denmark show how it took two decades for ICT to become a major source of productivity growth, which indicates the long time span necessary for a general-purpose technology (GPT) to reach maturity and for the economic system to adapt to a new technology. In sum, despite this time adoption lag described by Gartner, GPT would be acting as an enabling mechanism for complementary innovations, the development of which leads to a transformation of the economic system, increasing the productivity of employees and improving the firm's internal and external processes(Laino, 2019).Additionally, in terms of the self-reinforcing relationship of invested ICT capital and productivity growth, authors also note the pivotal role of qualification and formative tasks of employees enabling an efficient (deep) use of the technology(Gargallo-Castel, 2012;Liao et al, 2016).Edquist (2017) also finds a temporal gap between the purchase of the ICT goods and productivity increase, pointing to a learning-by-doing adjustment period.Díaz-Chao et al (2015) writing about ICT and productivity growth in small firms in a SEM framework, suggest that public policies should promote ICT use, organizational change, and training of the staff to achieve their targets of increasing productivity.Do ICT's deep use increase hotel's staff productivity and guest satisfaction?PhD Thesis by Miguel Mayol -Tur3.-Theoretical Framework and Research Hypotheses…”

mentioning

confidence: 99%