ICSS 2018
Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/19402
Browse
2 results
Search Results
Item Usage of Electronic Customer Relationship Management in Online Banking in Sri Lanka(4th International Conference on Social Sciences 2018, Research Centre for Social Sciences, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2018) Pathirana, B.P.S.V.Sri Lankan Banks and Finance companies are forced to provide online banking/internet banking their customers due to rapid advancement in the information communication technology and new technological adoptions in the banking and financial sector. Current advancements in the mobile data services and internet based services changed the consumer behavior and current banking and finance customers are more favorable to use remote banking channels and online banking apps. This has completely changed the banker customer relationship and reduced the physical relationship/contact with the customer and the bank. Due to lack of face to face interaction between bank and customer in online banking and remote banking create huge service gap for them how to serve and maintain effective customer relationships in online banking environment. This study investigated how Sri Lankan banks use “Electronic Customer Relationship Management” (E-CRM) tools to maintain profitable customer relations in online / remote banking. A qualitative study was conducted for three Sri Lankan Banks to find their E-CRM practices. Research methodology used is questionnaire and focus group interviews. The findings revelled that banks use E-CRM tools to profiling and assessing their customers, customer retention, cross selling, recognise the customer need for the trade-off between extracting and delivering customer value, and increase the profitability (for customer and bank) of transactions by reducing transaction cost.It was identified continuous staff training and customer feedback is critical for the successful implementation of E-CRM strategy in banks.Item Cooperation, Alignment, and Alliance: Defining Security Relationships for the 21st Century Strategic Environment(4th International Conference on Social Sciences 2018, Research Centre for Social Sciences, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2018) Bosack, M.M.A.The Indo-Pacific is destined to be the region of the world with the most great-power competition in the 21st century. States will be seeking to align with others, but conventional models for alliances are outmoded in the context of modern competition. This paper provides a necessary update to core concepts associated with alliances and other security relationships. It examines strategies that underwrite competition and cooperation to provide better understanding of emerging trends in the Indo-Pacific’s security relationships. The nature of conflict and competition has evolved in ways that has made traditional conceptions of alliances obsolete, forcing a necessary reexamination of security relationships in the present era. Although conventional and nuclear conflict are still considerations, the broader application of diplomatic, information, and economic power in interstate competition means that traditional military alliances are ill-suited for the current strategic environment. Instead of focusing simply on the binary “ally” or “non-ally,” this paper clarifies security relationships in the context of modern competition by employing six key indicators: (1) common interests among states; (2) unilateral policies directed at security relationships; (3) routine security engagement; (4) negotiated policies; (5) negotiated instruments; and (6) negotiated alliance treaties. The paper concludes that these indicators serve both as measures for security relationships as well as tools for crafting strategic ends, ways, and means. It then uses examples of relationships in the region, including those among the United States, Japan, Sri Lanka, the Republic of Korea, the Philippines, and China to illustrate key points. It isolates a taxonomy of security relationships under cooperation, alignment, and alliances, and suggests that alignments will be the most important in shaping the Indo-Pacific in the 21st century. This research provides key findings for states searching to build strategies for shaping security relationships in an increasingly contested region