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Nyame, G. (2017). A Customer-Complaint Analyzer for E-Banking Services: The Context of the Ghanaian Banking Industry. Information and Knowledge Management, 7,
Abstract
Banking and financial institutions continue to intensify their efforts to engage in technological innovations in the provision of quality e-banking products and services. With this strategic approach, many banks in Ghana have migrated from the traditional and rudimentary branch banking to web-based banking transactions. This paper develops a model for a web-based customer-complaint analyzer that addresses customer complaints or suggestions in real time as well as supporting decision making processes of banks and other financial institutions. The exploratory prototype model, context diagram and UML use-case diagram were used to simplify and explain the design and development phases of the system. Both alpha and beta tests were done at the Ghana Commercial Bank and the United Bank for Africa (UBA) Ghana Limited of the KNUST Branch in Kumasi, Ghana. It is very expedient on the part of banks in Ghana to use complaint analyzer system to enable them do analyses on customers’ complaints or suggestions as well as on performance for improved and better service delivery. Keywords: e-banking, analytical performance, customer complaints analyzer, banking industry, customer service delivery
Banking and financial institutions continue to intensify their efforts to engage in technological innovations in the provision of quality e-banking products and services. With this strategic approach, many banks in Ghana have migrated from the traditional and rudimentary branch banking to web-based banking transactions. This paper develops a model for a web-based customer-complaint analyzer that addresses customer complaints or suggestions in real time as well as supporting decision making processes of banks and other financial institutions. The exploratory prototype model, context diagram and UML use-case diagram were used to simplify and explain the design and development phases of the system. Both alpha and beta tests were done at the Ghana Commercial Bank and the United Bank for Africa (UBA) Ghana Limited of the KNUST Branch in Kumasi, Ghana. It is very expedient on the part of banks in Ghana to use complaint analyzer system to enable them do analyses on customers’ complaints or suggestions as well as on performance for improved and better service delivery. Keywords: e-banking, analytical performance, customer complaints analyzer, banking industry, customer service delivery
Tetteh, G. K., Nyame, G. & Boateng, F. O. (2014). Technological Innovations and Emergency Medical Services (EMS) in the Ashanti Region: An Evaluation of the National Ambulance Service’s Support to Referral Centres. Journal of Natural Sciences Research, 4,
Abstract
The practice of Emergency Medical Services (EMS) encompasses the pre-hospital and in-hospital triage, resuscitation, initial assessment and management of undifferentiated urgent and emergency cases until discharge or transfer to the care of another physician or health care professional. This involves the development and deployment of pre-hospital and in-hospital emergency medical systems for rescue processes. Thus, the goal of effective EMS is to provide emergency medical care to all who need it. However, many factors determine the quality of EMS, and that the response time is an important EMS industry benchmark. The study assesses the level of technological innovations as a means of providing quality pre-hospital care to patients in times of emergencies and the acceptance of such practices by Komfo Anokye Teaching Hospital (KATH) – a referral centre. All the 16 National Ambulance Service (NAS) centres in the Ashanti Region in Ghana were considered for the study, with only 93 personnel manning these stations and hence the difficulty for them to attend to concurrent cases of emergencies. Questionnaires were administered on the perceptions and opinions of patients/relatives, doctors and nurses as well as staff of the 16 ambulance service centres about EMS delivery. Systematic random sampling was used to select patients/relatives and ambulance service staff whilst convenience sampling was used to select individuals from the rest of the categories. The use of fixed telephone lines and mobile phones were the primary tools for communication. For quality evidence-based EMS practices, NAS lacked the integration of GIS, GPS and GSM technologies including mobile tablet PCs and software solution to properly discharge their duties.
The practice of Emergency Medical Services (EMS) encompasses the pre-hospital and in-hospital triage, resuscitation, initial assessment and management of undifferentiated urgent and emergency cases until discharge or transfer to the care of another physician or health care professional. This involves the development and deployment of pre-hospital and in-hospital emergency medical systems for rescue processes. Thus, the goal of effective EMS is to provide emergency medical care to all who need it. However, many factors determine the quality of EMS, and that the response time is an important EMS industry benchmark. The study assesses the level of technological innovations as a means of providing quality pre-hospital care to patients in times of emergencies and the acceptance of such practices by Komfo Anokye Teaching Hospital (KATH) – a referral centre. All the 16 National Ambulance Service (NAS) centres in the Ashanti Region in Ghana were considered for the study, with only 93 personnel manning these stations and hence the difficulty for them to attend to concurrent cases of emergencies. Questionnaires were administered on the perceptions and opinions of patients/relatives, doctors and nurses as well as staff of the 16 ambulance service centres about EMS delivery. Systematic random sampling was used to select patients/relatives and ambulance service staff whilst convenience sampling was used to select individuals from the rest of the categories. The use of fixed telephone lines and mobile phones were the primary tools for communication. For quality evidence-based EMS practices, NAS lacked the integration of GIS, GPS and GSM technologies including mobile tablet PCs and software solution to properly discharge their duties.
Nyame, G., Boateng, F. O. & Poku, A. K. (2015). A Monitoring and Control System for Micro and Small Enterprises: The Use of RUMSEG at the District Level in Ghana. Information and Knowledge Management, 5,
Abstract
Rural folks in many districts in Ghana engage in various profit-making businesses which range from traditionally skilled-based manufacturing to retailing businesses. As a result, local government authorities together with stakeholders such as Rural Enterprise Project (REP) are interested in monitoring the development tendencies of these trade categories at their micro and small-scale levels. This paper comes out with Rural Micro and Small Scale Enterprises Growth (RUMSEG) tool that enables District Assemblies (DAs) to monitor and evaluate growth performances of Micro and Small-scale Enterprises (MSEs) at the district level, and serve as an aid to revenue mobilization. Beta testing and the agile iterative method were employed during modules testing and with a backend relational database to store client’s information. RUMSEG was tested at the Business Advisory Centres (BACs) of Asuogyaman and Atwima Nwabeagya District Assemblies in Ghana. Aided by the Enterprise Monitoring Diary (EMD), RUMSEG produced differences in clients’ growth performances in the context of turning actual cost of training by stakeholders into actual outputs of skills, abilities and competencies.
Rural folks in many districts in Ghana engage in various profit-making businesses which range from traditionally skilled-based manufacturing to retailing businesses. As a result, local government authorities together with stakeholders such as Rural Enterprise Project (REP) are interested in monitoring the development tendencies of these trade categories at their micro and small-scale levels. This paper comes out with Rural Micro and Small Scale Enterprises Growth (RUMSEG) tool that enables District Assemblies (DAs) to monitor and evaluate growth performances of Micro and Small-scale Enterprises (MSEs) at the district level, and serve as an aid to revenue mobilization. Beta testing and the agile iterative method were employed during modules testing and with a backend relational database to store client’s information. RUMSEG was tested at the Business Advisory Centres (BACs) of Asuogyaman and Atwima Nwabeagya District Assemblies in Ghana. Aided by the Enterprise Monitoring Diary (EMD), RUMSEG produced differences in clients’ growth performances in the context of turning actual cost of training by stakeholders into actual outputs of skills, abilities and competencies.
