Enhancing the efficiency of credit card service delivery through service innovation: A case study

Abstract

This study is the response to the calls for enhancing the efficiency of credit card service delivery (CCSD) in Bangladesh which is currently an impotent but pivotal element of their banking system. The study presents a role activity diagram (RAD) based innovative solution to eradicate the procedural impediments in CCSD and infers various recommendations to lower its cost and processing time. The proposed model can also enhance customer satisfaction and service quality by minimising the chances of miscommunication and loss of information during the process. By eliminating some redundant activities and rearranging the various others, it can render the overall service delivery process more convenient and efficient. Considering the generic nature of the presented model, it is equally effective and applicable to other financial and non-financial organisations in Bangladesh and abroad for improving their service delivering efficiency.

RAS ID

35487

Document Type

Journal Article

Date of Publication

1-1-2021

Volume

14

Issue

3

School

School of Business and Law

Copyright

subscription content

Publisher

Inderscience

Comments

Kamran, M., Choudhury, T., Djajadikerta, H. G., & Jie, F. (2021). Enhancing the efficiency of credit card service delivery through service innovation: A case study. International Journal of Agile Systems and Management, 14(3), 353-376.

https://doi.org/10.1504/IJASM.2021.119040

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Link to publisher version (DOI)

10.1504/IJASM.2021.119040