A CRM Performance Measurement in Banking Using Integrated BSC and Customized ANP-BOCR Approach

Tornjanski, Vesna; Knežević, Snežana; Delibašić, Boris

doi:10.7595/management.fon.2017.0004

Cited by 6 publications

(12 citation statements)

References 63 publications

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“…A negative relationship was reported between competitive pressure and continuous digital disruption (Bughin and Zeebroeck, 2017). Previous findings also showed a positive insignificant impact between User expectation and continuous digital disruption (Orsatti and Riemer, 2015;Tornjanski et al, 2017, Aly, 2020. The research findings of (Hoong et al, 2017;Elkaseh et al, 2016) indicated an insignificant impact between advancement of technology and continuous digital disruption.…”

Section: Discussion On Findingsmentioning

confidence: 66%

“…This research findings, agree with the research findings of Orsatti and Riemer (2015), whose research findings found that digital disruption often feels sudden yet the source of dis-ruption has often been present and even observed for a while before it creates a significant impact because customers' expectations grow with time. Similarly, the research findings of Tornjanski et al (2017) suggest potential difficulties in implementing new types of banking business models that the digital age places on banks for a large number of consumers of banking services because of user preferences. Also, their study reveals that the main reasons why customers in Serbia do not favour the use of internet-based technologies are that it further facilitates the implementation of new strategies and measures to find effective solutions for both parties.…”

Section: Discussion On Findingsmentioning

confidence: 96%

“…Furthermore, Frésard and Valta (2012) argued that competitive pressure forces management to focus on competitive threats and maximize value creation. Toolan (2017) established that high-tech organizations are fiercely responding to R&D competition, while low-tech organizations are only following the market. Yang (2010) reported that consumer preference influences competitive market demand on companies, and it may impact R and D incentives to perform innovation competence.…”

Section: Competitive Pressurementioning

confidence: 99%

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Impact of Advancement of Technology, Competitive Pressure, User Expectation on Continuous Digital Disruption: Mediating Role of Perceive Ease of Use

Addison¹

2021

OJBM

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The purpose of this research was to determine the impact of advancement of technology, competitive pressure, and user expectation on continues digital disruption using perceive ease of use role as a mediator. This study proposed a conceptual framework to investigating the significant factors of the various variables through critical evaluation of associated theoretical models, literature studies, and empirical tests. The proposed conceptual framework examined 292 final samples from targeted populations aged 18 years or older, working with digital technologies in Kuala Lumpur, Malaysia, using a positivism research philosophy and explanatory research design. The Survey questionnaires collected were extensively tested for reliability and validity. Empirical data were analyzed using "Exploratory Factor Analysis" (EFA), "Confirmatory Factor Analysis" (CFA), and "Structural Equation Modeling" (SEM) via AMOS 22 software. Research findings indicate that advancement of technology has an insignificant negative impact on continuous digital disruption. User expectation has a positive, negligible effect on digital disruption. However, competitive pressure showed a negative impact on continuous digital disruption. The role of perceived ease of use as a mediator on continuous digital disruption indicated a positively negligible impact. Perceived ease of use role as a mediator on competitive pressure and user expectations showed a positive marginal effect. Lastly, perceived ease of use as a mediator for advancement of technology was negatively insignificant. In conclusion, all the hypotheses proposed were rejected based on these findings, except for hypothesis (H2). The main contribution of this paper was to determine the actual factors contributing to the unceasing digital disruption in organizations and institutions and also identify the correlation between advancement of tech-How to cite this paper: Addison, S. (2021).

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Section: Discussion On Findingsmentioning

confidence: 66%

Section: Discussion On Findingsmentioning

confidence: 96%

Section: Competitive Pressurementioning

confidence: 99%

See 1 more Smart Citation

Impact of Advancement of Technology, Competitive Pressure, User Expectation on Continuous Digital Disruption: Mediating Role of Perceive Ease of Use

Addison¹

2021

OJBM

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“…According to the authors, sustainable development is grounded in the collective axiological objectives with an ambidexter perspective that implies orientation on both, short-term results and long-term effects, while creating sustainable value implies satisfying the needs of stakeholders beyond "classical" customers, by shifting focus from "customer centricity" to "internal and external stakeholders centricity" (Morioka et al, 2016). The brightness of this thought represents a breath of a concept of open innovations which jointly with the lightness of an ambidextrous organization underlies a sustainable development by incorporating a holistic (digital) business ecosystem in the process of creating value for all involved parties (Chesbrough, 2003;Fasnacht, 2021;Fasnacht, 2009;Tornjanski et al, 2020c;Tornjanski et al, 2021c;Tornjanski et al, 2021a;Tornjanski et al, 2015;Tornjanski et al, 2014). Society 5.0 represents the fruitful concept, bright vision and growth strategy of a sustainable future with the eye of a "supersmart society" designed for the world.…”

Section: Introductionmentioning

confidence: 99%

“…The super-smart society aims to boost and empower a sustainable society by integrating innovations developed in Industry 4.0 into humans' everyday life, organizations, businesses and nations. The purpose of the super-smart society is to create purposeful, smart, comfortable and sustainable lives for the long-term prosperity and well-being of all (Ferreira & Serpa, 2018;Fukuyama, 2018;Japan Government, 2020;Keidanren, 2016;Tornjanski et al, 2020c;Tornjanski et al, 2020a;European Commission, 2021;Tornjanski et al, 2021c;Tornjanski et al, 2021a;Tornjanski & Čudanov, 2021b). To effectively transform businesses, economies and societies towards the vision of a supersmart society, project management sustainability viewed in the context of Society 5.0 should be taken into account as a powerful contributor capable of efficiently supporting and effectively achieving the desired outcome.…”

Section: Introductionmentioning

confidence: 99%

Perspectives of Project Management Sustainability in the Society 5.0 Context: Moving Forward Towards Human-Centricity

Tornjanski¹

2023

EPMJ

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The article is conceptualized to shed more light on the existing theoretical fund by extending and deepening the understanding of perspectives of sustainable project management on the horizon towards Society 5.0. The purpose of the study is to enlighten the powerful contributor in shaping a phenomenon grounded on a human-centric society that empowers the long-term prosperity and well-being of all involved parties in a collective intelligence ecosystem. The paper opted for a research method that is based on secondary data collection using a systematic literature review approach. Referring to the existing theoretical fund, current trends in the macro environment on one hand, and the vision of Society 5.0 on the other, the research results signify transformation-related perspectives in the project management landscape towards a sustainable framework that fits the Society 5.0 context. The conclusion depicts limitations and contributions to both, theory, and practice.

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Designing of digital-based Islamic social finance model through role of mosque

Nuriyah

Fakhri²

2022

J. Eko. Keu. Isl.

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Purpose – This study aims to optimize the role of mosques in increasing economic welfare and reducing widespread public usury loans. Moreover, this study also aims to determine the right model for Islamic financial activities.Methodology – This is a qualitative study and the Analytic Network Process (ANP) BOCR model was utilized to obtain the ideal model according to literature reviews and expert opinion. This study conducted in-depth interviews with 5 experts (Ulama, Regulators (Financial Services Authority), Fintech Practitioners, fintech academics, and the Indonesian Mosque Council).Findings – Three alternative models were chosen by the experts, namely the Crowdfunding Model (0.47), Peer-to-Peer landing (0.37), and Bank Infaq (0.17). In addition, the experts suggested for attention to be made to the cost factor (0.47) so as not to burden the mosque. Moreover, according to the experts, the benefits (0.28) that will be obtained will be greater for the welfare of the mosque and residents around the mosque if fintech crowdfunding is implemented.Originality – Research on the role of mosques in improving people's welfare by utilizing fintech is very rarely done. The results of this study are expected to increase the role of the community in collecting funds and controlling the distribution of tabarru' funds.Research limitations – This type of research is exploratory, and empirical research is needed for in-depth results.Practical implications – If this research is implemented, it will accelerate the recovery of economic conditions during a crisis.Social implications – The successful implementation of the Islamic Social Finance (ISF) model by utilizing the role of the mosque will improve the welfare of the community evenly.

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A CRM Performance Measurement in Banking Using Integrated BSC and Customized ANP-BOCR Approach

Cited by 6 publications

References 63 publications

Impact of Advancement of Technology, Competitive Pressure, User Expectation on Continuous Digital Disruption: Mediating Role of Perceive Ease of Use

Impact of Advancement of Technology, Competitive Pressure, User Expectation on Continuous Digital Disruption: Mediating Role of Perceive Ease of Use

Perspectives of Project Management Sustainability in the Society 5.0 Context: Moving Forward Towards Human-Centricity

Designing of digital-based Islamic social finance model through role of mosque

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