Comparison of Innovation in the Electronic Banking Services of the Largest Slovak Banks

At the time of digitization, the requirements of consumers are constantly increasing. Systematization of scientific sources and approaches and implemented surveys prove that new requirements impact the development of electronic innovations, which have also appeared in the banking sector. The digitization of provided banking services also represents innovations focusing on creating environmentally friendly innovations. Moreover, electronic banking has been used by clients of commercial banks for several years, as it represents easy access to finance, their overview, and other e-banking advantages. The opportunity to use the home environment is irreplaceable for many people. Wasting paper while providing banking operations in a brick-and-mortar branch or spending valuable time standing in a crowd of the bank's clients is an unacceptable idea for many people, especially in the situation caused by the COVID-19 pandemic. This paper compares the electronic banking services of the three largest Slovak banks using the Kano model. The Kano model, through 5 categories of perceived quality by customers, expresses the relationship between their degree of satisfaction and quality attributes. These categories include one-dimensional, attractive, mandatory, reverse, and indifferent attributes of products creating quality. The individual categories of perceived quality change in accordance with the life cycle. They pass from indifferent through attractive, one-dimensional to the category of mandatory quality attributes. This paper focuses on selected types of provided services and innovations in electronic banking, drawing attention to the perception of risk by Slovak bank clients. The authors pointed out the differences among the services offered in individual banks provided within the portfolio of their services and the identification of customer requirements. The findings showed that the customers have not largely mastered the innovations, but they are nevertheless very important from the future perspective. The results of the research could be useful for bank managers to find the best way how to approach clients who approach innovations in banking with distrust and reluctance to adopt them.

Proposed O4O Service Design to Improve the Online and Offline Integrated Dining Experience after COVID-19: Omnichannel Strategy of Small Restaurants

Background Recently, behind the offline restaurant market, the issue of polarization among the self-employed is emerging. Changes in consumer propensity due to limited dining experience after COVID-19 have caused various problems in the stagnant restaurant business situation. Restaurants that can utilize online channels, have secured exposure to consumers, and small restaurants that cannot utilize them, have suffered a serious blow to their sales. In addition, the need for a change in the offline-based restaurant industry is being raised to meet the increased consumer expectations due to the rapid use of delivery apps and online services. However, existing research mainly focuses on separate access to online and offline channels or does not consider special environments such as small restaurants. At this point, this study derives the factors and detailed functions of the integrated online and offline dining experience, and presents the online for offline (O4O) service design platform prototype and service blueprint for improving the dining experience of small restaurants and strengthening COVID-19 responsiveness. Methods In this study, a total of three stages of theoretical and practical research were conducted. Through literature review, on/offline restaurant service quality and experience factors were derived. Next, a case study of the nonface- to-face ordering service was conducted to identify the interaction and experience factors of each contact point in the user's journey from online search to offline restaurant use. The detailed functions for improving the online/offline integrated dining experience were verified using the Kano model and Timko customer satisfaction coefficient. Through this, a service development area for upgrading the integrated online/offline dining experience was derived. Based on this, in-depth interviews with service providers and users of 'small restaurants' were conducted to present service design principles reflecting specific needs. Results In this study, a total of three outcomes were derived for each research stage. First, quality and experience factors of integrated online/offline dining service were derived. Service quality is divided into 'original quality' and 'additional quality', and the experience factors are 'accessibility', 'convenience', 'mobility', 'accuracy', 'relevance' and 'reliability'. Second, 27 detailed functions and three service design development areas were derived to enhance the online/offline integrated dining experience. Third, by applying this to small restaurants, the design principles of the omnichannel strategy after COVID-19 were proposed as follows: 1) Support various information search by discovering regional-based restaurants and developing content for joint participation by editors and customers who provide content that takes advantage of local characteristics;2) Connect the online and offline purchasing process by providing various online commerce functions within the service platform;and 3) Enhance the offline dining experience of consumers by providing various additional services through cooperation with local governments and POS/service linkage of stores. Based on this, the prototype and service blueprint of the O4O service platform were presented. Conclusions Accordingly, this study has theoretical and practical implications. First, this study tries to formulate a plan to advance the customer experience as well as online and offline channels by approaching the restaurant service with an omnichannel strategy rather than a single channel. Second, as a case study method, the customer-oriented dining experience journey is identified and contact points are analyzed by using the Customer Journey MAP, Kano model, and Timko customer satisfaction coefficient. This can be used to interpret the integrated online/offline dining experience in the future and can be applied as a research methodology in various fields to expand the consumer's experience. Third, this study presents an O4O service platform that applies a solution specialized for 'small restau ants' by mixing quantitative and qualitative research. The derived O4O service design principles and service blueprints can provide practical help in online and IT technology utilization of small restaurants. © 2023,. All rights reserved.

Quality assessment of E-learning website using asymmetric impact–performance analysis and Kano's customer satisfaction model: a case study based on WebQual 4.0

Purpose: Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify features of high priority for quality improvement. For doing so, the current research was conducted in the context of the E-learning website of the most prestigious university in Iran, namely, the University of Tehran. Design/methodology/approach: The main question was which of the three groups of basic, performance and excitement factors has the required dimensions of the quality of the website based on the model WebQual 4.0 by considering Kano's user satisfaction model and impact–performance analysis. This is a descriptive survey, applied and cross-sectional study. The study population included Tehran University's students who enrolled in virtual courses in the academic year 2020–2021 from which a sample of 457 students was selected. The data collection tool was the questionnaire of Webqual 4.0, as well as a researcher-made questionnaire to measure end-user satisfaction. Findings: Using structural equation modeling and multiple regression, the findings showed that the customer's overall satisfaction with the mentioned website is primarily affected by the feature interaction with services, including the two structures of trust and empathy, and then the dimensions of usability and quality of information. Examining the Webqual 0.4 dimensions indicated that the website usability dimension is a part of the high-performance excitement factors group, the information quality dimension is a part of the high-performance basic factors group and the website interaction dimension is in the low-performance basic factors group. Originality/value: The research is highly innovative taking the theoretical model of Kano and methodological investigation of asymmetric impact–performance analysis into consideration alongside the WebQual 4.0 as a fundamental model for website assessment. Moreover, the research was conducted on an E-learning website, which is unique and a necessity amid the COVID-19 pandemic. © 2022, Emerald Publishing Limited.

A Study on Functional Satisfaction with Smart Health Care Air Purification Product in the Post-epidemic Era

In the context of the COVID-19, respiratory diseases have become the focus of social attention, and the elderly, as a susceptible population, is more significantly affected by the epidemic. In order to fully protect the respiratory system of the elderly and enhance their satisfaction with the function of smart products, this study proposes a design method for smart health care product based on the cognitive behavior of elderly users. Firstly, the user demand gap is explored and determined by using the A-Kano model;secondly, a functional model is created based on the FAST functional theory. After converting the user demand into function, and then the TRIZ theory is applied to choose to use 40 invention principles and 39 general engineering parameters to analyze the problem and get conflict domain solutions, so as to filter out the most ideal solution and innovate its function;Finally, by the design and practice of the smart health care air purification product, its purification range, monitoring data and wearing method will be effectively optimized, and the feasibility of the design solution will be verified by the user interaction satisfaction questionnaire. The study provides new ideas for the design of smart health care products and the solutions of contradictory problems, which would also be a theoretical guidance for relevant designer and researchers. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.

Non-COVID-19 uptake of personal protective equipment and rules compliance amongst industrial workers in Kano, Nigeria.

Background: Every workplace has got hazards in many different forms, ranging from sharps, falling objects, chemicals, infections, noise and a lot of other potentially dangerous situations. The occupational safety and health administration mandates employers to protect their employees from such potentially dangerous workplace hazards. Personal protective equipment (PPE) plays an important role in preventing and ensuring health safety amongst industrial workers. This study aimed to determine the use of PPE and rules compliance amongst Industrial Workers in Kano State. Methods: A cross-sectional study design was used to assess 150 workers selected from the Sharada Industrial Estate, Kano, Nigeria, using a multistage sampling technique. Data were obtained using semi-structured interviewer-administered questionnaires and analysed using SPSS version 22.0. Results: The response rate was 88.2%, and the mean age of respondents was 28.1 ± 7.4. About 72% were male, 74.7% had secondary education and 16.4% reported ever having a child with a congenital anomaly. Up to 25% reported using PPE always, 62% used PPE occasionally and 12% never used PPE. Factors significantly associated with the use of PPE at bivariate level were: Gender, 'provision of statutory regulation by the management', 'provision of PPE on worksite' and 'provision of training to staff' respectively. However, on multivariable regression analysis, only 'provision of statutory regulation by the management' and 'provision of PPE on worksite' were found to be independent (intrinsic) predictors of the use of PPE. Conclusions: Training alone does not necessarily increase the uptake of PPE amongst industrial workers. There is a need to ensure the availability of PPE at the worksite, as well as statutory regulations by industries.

Molecular survey for tick-borne pathogens and associated risk factors in sheep and goats in Kano Metropolis, Nigeria.

Tick-borne pathogens (TBPs) pose an increased health and productivity risk to livestock in sub-Saharan Africa. Information regarding TBPs infecting small ruminants in Kano metropolis is scarce. Therefore, we investigated the molecular epidemiology of tick-borne pathogens of economic importance from sheep and goats in Kano, Nigeria using Polymerase chain reaction (PCR). A total of 346 blood DNA samples were collected from small ruminants and analyzed for TBPs using PCR and sequencing. Risk of infection was determined for age, sex, breed and animal species. Our results indicate the absence of piroplasmids (Babesia/Theileria) and Rickettsia spp. infections. The overall prevalence for Anaplasma spp. was 9.25% (32/346) with a higher prevalence in goats 13.59% (25/184) compared with sheep 4.32% (7/162). With respect to age of animals, goats >4 years had the highest prevalence of 32.45% (11/37) which differs significantly (P = 0.0059) compared with other age categories. Cross breed goats had a prevalence of 15.63% (5/32) compared with Kano brown breed 14.08 (20/142). Sex significant difference (P = 0.029) was observed in the goats with females having the highest prevalence 20.89% (14/67) compared with males 9.40% (11/117). Furthermore, with regards to sheep, no significant difference (P > 0.05) was observed with respect to age and breed. Finally, no significant difference (P > 0.05) was observed with the prevalence of Anaplasma spp. due to Body condition score (BCS) in both sheep and goats. Conclusively, the occurrence of TBPs in small ruminants is low. Continuous efforts in tick control must be sustained to ensure high productive yield and reduced disease burden associated with TBPs of sheep and goats in Kano metropolis.

Quality assessment of E-learning website using asymmetric impact–performance analysis and Kano’s customer satisfaction model: a case study based on WebQual 4.0

Purpose: Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify features of high priority for quality improvement. For doing so, the current research was conducted in the context of the E-learning website of the most prestigious university in Iran, namely, the University of Tehran. Design/methodology/approach: The main question was which of the three groups of basic, performance and excitement factors has the required dimensions of the quality of the website based on the model WebQual 4.0 by considering Kano’s user satisfaction model and impact–performance analysis. This is a descriptive survey, applied and cross-sectional study. The study population included Tehran University’s students who enrolled in virtual courses in the academic year 2020–2021 from which a sample of 457 students was selected. The data collection tool was the questionnaire of Webqual 4.0, as well as a researcher-made questionnaire to measure end-user satisfaction. Findings: Using structural equation modeling and multiple regression, the findings showed that the customer’s overall satisfaction with the mentioned website is primarily affected by the feature interaction with services, including the two structures of trust and empathy, and then the dimensions of usability and quality of information. Examining the Webqual 0.4 dimensions indicated that the website usability dimension is a part of the high-performance excitement factors group, the information quality dimension is a part of the high-performance basic factors group and the website interaction dimension is in the low-performance basic factors group. Originality/value: The research is highly innovative taking the theoretical model of Kano and methodological investigation of asymmetric impact–performance analysis into consideration alongside the WebQual 4.0 as a fundamental model for website assessment. Moreover, the research was conducted on an E-learning website, which is unique and a necessity amid the COVID-19 pandemic. © 2022, Emerald Publishing Limited.

The Needs Analysis of Virtual Exergaming

Due the maturity of virtual reality (VR) products and related technologies, VR has been widely applied to exergaming. The COVID 19 epidemic also fastens applying VR to fitness and sports. However, as with all innovative products, to ensure that the presented product can be successful, understanding the user's actual or potential needs will be one of the key factors for the success of the product. To ensure we can know the players' needs of VR exergaming, Kano model will be employed in this study. We propose 12 design functions for VR exergames. Through Kano analysis, we can understand how these design elements are categorized in the user's needs. Results of Kano analysis could help VR exergaming manufacturers to enhance game design functions, so that VR sport games can be closer to the needs of users. © 2021 IEEE.

Synthesis of strategies in post-COVID-19 public sector supply chains under an intuitionistic fuzzy environment.

Entities in public sector supply chains (SCs) often operate independently despite having interdependent objectives. Such a fragmented operational design poses several problems magnified by the presence of necessary public health measures fueled by COVID-19. This work contributes to the domain literature by introducing an overarching framework for synthesizing strategies in public sector SCs. The underlying component is the translation of information from the upstream to the downstream entities of the SCs, which is carried out by a Kano-enhanced quality function deployment. The proposed framework introduces intuitionistic fuzzy (IF) decision maps with the aid of the full consistency method to incorporate inherent interrelationships among strategies in the translation agenda. Under an IF environment that better captures judgment uncertainties, an actual case study of a multi-level public sector SC motivated by a government-funded project under the COVID-19 pandemic is demonstrated in this work. Findings of the case suggest that the government prioritizes meeting all project objectives. This requirement is reflected in the downstream SC. The project planning entity focuses on creating an overarching plan of operations, material request entity on complying with government procurement protocols, and maintaining public health and safety in operations for the procurement entity. Results show the effective synthesis of strategies across the SC, ensuring SC integration and collaboration. The case study demonstrates that maintaining public health and safety is a significant component of post-COVID-19 public sector SCs. Several practical insights on the synthesis of public sector SC strategies are also provided in this work.

Using refined kano model and decision trees to discover learners' needs for teaching videos.

With the advancement of technology and the spread of the COVID19 epidemic, learning can no longer only be done through face-to-face teaching. Numerous digital learning materials have appeared in large numbers, changing people's learning mode. In the era of information explosion, how to capture the learners' attention to teaching videos and improve learning effectiveness is the common goal of every designer of e-leaning teaching content. Previous researches focused on the analysis of learning effectiveness and satisfaction. Instructional designers only provided design elements with high learning effectiveness or high satisfaction, and lacked in-depth analysis of the learners' perspectives. The opinions of these e-learning users are often the key to the success of online teaching videos. Therefore, this study aims at the design elements that will be used in the teaching film. The operation mode of the piano mechanism will be employed as the content of the teaching film. Based on eight elements including arrow cueing, dynamic arrow cueing, spreading-color cueing, contrary to cueing, font style, color application, anthropomorphic, and audiovisual complementarity, we use Refined Kano Model to analyze learners' needs of categorization of each element, and discover learners' expectations for teaching videos. In addition, this study also conducts in-depth data analysis through decision trees algorithm, and stratification analyses using different variables (such as design expertise, using frequency, and usage experience, etc.) to find out the key design factors that affect learners' learning. Depending on the learner's background, the use of e-learning experience, using frequency, and the length of the learning video, our results could provide for reference when designing teaching videos. Instructional designers can better understand how to effectively use design elements, so that the teaching videos can achieve the best learning effect.

A Study on the Factors Affecting Customer Satisfaction with Institutional Foodservice during COVID-19.

This study used a mixed-methods design combining qualitative and quantitative research to understand the factors affecting customer satisfaction with institutional foodservice during COVID-19. First, in-depth interviews and open coding were conducted with institutional foodservice users, and they indicated that harmonious menu composition, food taste, food temperature, close proximity to the restaurant, clean tableware, staff hygiene, hand sanitizer use, and table dividers were important concepts (qualities). Second, factors affecting customer satisfaction and dissatisfaction with institutional foodservice were analyzed using the Kano model, customer satisfaction coefficient, and importance-satisfaction analysis. The highest priorities derived from those analyses for improving the quality of institutional foodservice were harmonious menu composition and food temperature. This mixed-methods study is meaningful because it comprehensively analyzes the satisfaction factors important to customers of institutional foodservice, which have changed because of COVID-19. Therefore, these results will help to improve institutional foodservice and industrial development.

Assessment of the spread of fake news of Covid-19 amongst social media users in Kano State, Nigeria.

The issue of fake news and its impact has become prominent in recent times. This study is motivated by the need to assess the spread of fake news on Covid-19 amongst social media users in Kano State. The study adopted the Technological Determinism theory. It sought to investigate the extent to which social media users in Kano State are aware of fake news on Covid-19, to find key areas of Covid-19 on which fake news was spread on social media in Kano State, to find out the factors that influence the spread of fake news on Covid-19 among social media users in Kano State as well as to examine the consequence of the spread of fake news on Covid-19 among social media users in Kano State. A quantitative approach was adopted through the administration of 395 questionnaires to the respondents. The study found that 65.6% of the respondents are aware of fake news on Covid-19 in Kano state, 41.3% of the respondents agreed that inflated number was a major topic/key area being discussed, 30.1% of the respondents said trending topics on Covid-19 influenced the spreading of fake news on the topic and 41.8% of the respondents are of the view that the consequence of the spread of Covid-19 fake news is non-adherence to safety measures. Hence 74.2% of the respondents agreed that social media aids the spread of fake news on Covid-19. The study concludes that the number of people who were exposed to fake news stories on Covid-19 on social media was significantly high in Kano State.

Reexamining event attributes, benefits, and values in a time of pandemic: A multi-faceted approach.

The COVID-19 pandemic increased attention to product/service-customer relationships in the context of events where social gatherings take place. Event attributes have been a topic of continued interest in research and practice. Due to COVID-19, however, event attendees' preferences and requirements related to personal values and satisfaction may be changing. Using a sequential mixed-method exploratory strategy with means-end chain theory and the Kano model as a research framework, this study identifies important event attributes, benefits, personal values, and specific satisfaction attributes. Key findings highlight pleasure and excitement and sense of safety as salient personal values. Respondents also found health/safety attributes particularly important, considering them must-be attributes. Providing health/safety services prior to the event would be effective in decreasing dissatisfaction. Implications for researchers and practitioners are discussed.

The impact of rural-urban migration and its effects on urbanisation in Kano State, Nigeria

One of the biggest world problems now is rural-urban migration, with about more than 50% of the total world's population living in urban centres. Looking at the world's virus pandemic of COVID-19 is spreading very fast;this is because of the congestion, unsanitary and high population in the urban centres. This paper highlights the problems of urbanisation in Kano State, and Nigeria as a whole. Relevant literatures were revised and conclusion and recommendation were deduced. Results show that migration problems resulted in the city over sprawl, deforestation, disturbance of wildlife, abandonment of cultural heritage, agricultural land, craftsmanship and loss of ancestral informal education and occupation. Therefore, it is recommended that rural areas of Kano State should be given special attention to reduce the rate of migration problem in urban centres around Kano State, Nigeria.

Implementation of lean Six-Sigma project in enhancing health care service quality during COVID-19 pandemic.

The recent outbreak of coronavirus (COVID-19) pandemic has exposed the weakness of the existing healthcare facilities in developing countries, and Pakistan has no exception. The increasing amount of patients has made this condition more vulnerable to failure. It became difficult for health care management to handle the surge of patients. This case study is based on the XYZ hospital system of Pakistan. The hospital initiates passive immunization as a savior in the absence of a vaccine. The process initiates numerous challenges as the same facility was using for passive immunization and routine operations of the hospital. DMAIC lean sig-sigma problem-solving methodology has been adopted to Define, Measure, Analyze, Implement and Control the improvement process for smooth special and routine activities. The staff and patients were interviewed, their issues were listed, and a comprehensive solution was suggested to deal with operational uncertainties. The results identified various factors through VOC and SIPOC processes, prioritized using fishbone diagram, analyzed through Kano model, and finally proposed process improvement by incorporating Kaizen process improvement methodology. Other industries could use this set of tools to evaluate and optimize routine problems, which ultimately enhances the quality and reduces cost.

Design Strategies for Multi-Unit Residential Buildings During the Post-pandemic Era in China.

Objective: The sudden outbreak of COVID-19 has greatly endangered public health and life safety, leading to new changes in people's housing needs. The purpose of this study is to establish design strategies that are suitable for China's Multi-Unit Residential Buildings (MURBs) in the post-pandemic era, and to identify the users' preferences for these strategies. Methods: This study compiles a set of design requirements by means of a literature review and expert interviews. Three hundred ninety-five online and on-site questionnaires, based on the refined Kano model, were distributed to respondents to reveal their preferences for these strategies. The relationship between the different demographic variables, the preferences of design strategies, as well as the housing unit preferences of home-buyers were also verified by means of an actual project. Results: This study summarizes the four dimensions and 26 design strategies of MURBs in China during the post-pandemic era. These strategies are further extracted into 6 highly attractive, 5 high-value-added and 4 critical quality attributes. In terms of demographic variables, males need more social space, and the elderly need less office space and separate bathrooms in the master bedroom. Due to the impact of the epidemic, people with higher education levels are more required to work at home, and the overall demand for a home working environment is also higher. Conclusion: The home-buyers' preference survey reveals that the housing unit designed based on the refined Kano model is more attractive to home-buyers. The proposed approach can help to provide important and customized decisions to design firms, housing developers, and the government for MURBs planning and strategy formulation in the post-pandemic era in China. More in-depth user surveys in other regions and investigations into the cost assessment of these strategies might be further conducted in the future.

Quality Evaluation of Health Services Using the Kano Model in Two Hospitals in Peru.

Public-private partnerships (PPP) represent an alternative model of health management focused on improving the quality of health services, particularly in emerging countries. To date, a systematic method to improve the perceived quality of health services by healthcare users in Peru has not been established. The purpose of this study was to evaluate the quality of health services in two PPP hospitals in Peru using the Kano model. A prospective cross-sectional descriptive observational study was carried out through a health service satisfaction survey using the Kano model methodology, measuring six categories of attributes. A total of 250 users of the health services were surveyed in the two PPP hospitals, located in Lima and Callao, using non-probability convenience sampling. Of the 31 attributes evaluated by the patients, 27 (81%) were classified as having a one-dimensional-type attribute, 3 (10%) were reported as mandatory, and 1 (3%) was considered as inverse. These results suggest that the presence of most of the attributes evaluated was relevant to maintaining the level of user satisfaction and that the absence of these attributes generated dissatisfaction in the users. The results showed that the users' evaluation of health services was multidimensional-namely, their evaluation was focused not only on the interaction space between the patient and medical personnel but also addressed other interaction services.

Using the IPcase Index with Inflection Points and the Corresponding Case Numbers to Identify the Impact Hit by COVID-19 in China: An Observation Study.

Coronavirus disease 2019 (COVID-19) occurred in Wuhan and rapidly spread around the world. Assessing the impact of COVID-19 is the first and foremost concern. The inflection point (IP) and the corresponding cumulative number of infected cases (CNICs) are the two viewpoints that should be jointly considered to differentiate the impact of struggling to fight against COVID-19 (SACOVID). The CNIC data were downloaded from the GitHub website on 23 November 2020. The item response theory model (IRT) was proposed to draw the ogive curve for every province/metropolitan city/area in China. The ipcase-index was determined by multiplying the IP days with the corresponding CNICs. The IRT model was parameterized, and the IP days were determined using the absolute advantage coefficient (AAC). The difference in SACOVID was compared using a forest plot. In the observation study, the top three regions hit severely by COVID-19 were Hong Kong, Shanghai, and Hubei, with IPcase indices of 1744, 723, and 698, respectively, and the top three areas with the most aberrant patterns were Yunnan, Sichuan, and Tianjin, with IP days of 5, 51, and 119, respectively. The difference in IP days was determined (χ2 = 5065666, df = 32, p < 0.001) among areas in China. The IRT model with the AAC is recommended to determine the IP days during the COVID-19 pandemic.