SACM - United Kingdom
Permanent URI for this collectionhttps://drepo.sdl.edu.sa/handle/20.500.14154/9667
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Item Restricted Integrating Digital Technologies with Customer Relationship Management (CRM) to Enhance Customer Satisfaction and Loyalty in Luxury Hotels(Manchester metropolitan university, 2024) Assiri, Tarek; Cosser, GillianThis study investigates the integration of digital technologies—namely Artificial Intelligence (AI), Internet of Things (IoT), and Big Data analytics—into Customer Relationship Management (CRM) systems in luxury hotels. The research evaluates the impact of these technologies on customer satisfaction and loyalty through a quantitative approach, utilizing data from surveys conducted with hotel front-office employees. Findings reveal a varied adoption of digital tools, with IoT significantly enhancing operational efficiency, Big Data analytics improving customer retention strategies, and AI demonstrating underutilization due to staff training challenges. The study underscores the importance of aligning technology adoption with employee proficiency and guest expectations to optimize CRM effectiveness. Strategic recommendations include enhanced staff training programs, expansion of IoT applications, and leveraging Big Data for predictive analytics to strengthen customer relationships in the luxury hospitality sector. Limitations, such as the focus on luxury hotels and the exclusion of guest perspectives, highlight areas for future research15 0Item Restricted Exploring the Role of Strategic Management Accounting in Enhancing Organizational Performance: A Comprehensive Literature Review(Swansea University, 2024-09) Alfaddah, Zuhair; Ojra, JafarThis dissertation explores the role of Strategic Management Accounting (SMA) in enhancing organizational performance through a comprehensive review of existing literature. SMA, which integrates financial and non-financial information with long-term strategic goals, is positioned as a critical tool for improving decision-making and maintaining competitive advantage. Key techniques such as Activity-Based Costing (ABC), the Balanced Scorecard (BSC), Target Costing, and Benchmarking are examined for their contributions to aligning management accounting with broader business strategies. The study identifies SMA’s potential to improve resource allocation, cost control, and performance measurement by linking accounting practices with strategic objectives. However, the successful implementation of SMA is challenged by factors such as complexity, high implementation costs, and resistance to cultural change within organizations. These barriers, especially prevalent in small and medium-sized enterprises (SMEs), underscore the importance of tailoring SMA techniques to specific organizational needs and fostering cross-functional collaboration. The dissertation also highlights gaps in the literature, particularly the under-exploration of SMA in service industries and its integration with emerging business trends such as sustainability and digital transformation. Recommendations are provided for practitioners on how to overcome implementation barriers, invest in data infrastructure, and integrate SMA into strategic planning processes. In conclusion, while SMA offers significant benefits for improving long-term competitiveness and decision-making, its effectiveness depends on the organization's ability to align SMA practices with strategic goals, adapt to evolving market conditions, and overcome operational and cultural challenges. The study suggests areas for further research, including the application of SMA in non- manufacturing industries and its role in supporting sustainability initiatives24 0Item Restricted Strategic Investment Funds Digital Transformation: Service-Oriented-Architecture Approach(University Colleg London, 2024-08-12) Alaskar, Abdulaziz Abdullah; Zhang, PeipeiThe research projects studied the case of digital transformation within Strategic Investment Funds (SIF) using service orchestration approaches with Service-Oriented-Architecture technology, where the unique financial business model was considered from a systems engineering perspective. The literature review of the research project was conducted with past published material, where past experiences in digital transformation, academic research and technology recommendations were presented, where three main dimensions were identified as follows: 1- Business dimension 2- Technology dimension 3- Social dimension The social dimension was classified as soft systems to incorporate the existing soft systems methodology systems thinking tools. The research data collection was conducted using 1-2-1 online interviews with current strategic investment fund employees, digital transformation project managers, academic researchers and field experts and consultants. The data collection interview questions were split based on the experiences and specializations of the interviewees to account for all the perspectives in the financial ecosystem. The questions were split into: 1- Business operations 2- Technology expert 3- Management 4- Consultation and field experience The results were analyzed to extract empowering factors, as well as identify the current challenges of the field. Soft systems methodology and Seven Samurai models were developed to develop the integration level metrics, digital transformation roadmap and architecture recommendations. Finally, the extracted and analyzed information is summarized into several recommendations for SIF Digital Transformation Projects.19 0Item Restricted Exploring Digital Transformation Strategies in Healthcare: Integration of Telemedicine and Electronic Health Records (EHR) Systems(University of Warwick, 2024-07-29) Aljamaan, Rayan; Beck, SusanneTelemedicine and Electronic Health Records (EHR) are a combination that significantly drove digital transformation in the healthcare sector. This study addresses the question: How does the integration of telemedicine and Electronic Health Records (EHR) systems affect the efficiency, accessibility, and quality of healthcare services? The importance of this study is best understood in the background of the increasing need for practical, affordable, and patient-centered solutions, particularly in the post-COVID-19 world and the progression of digital health solutions. Methodologically, the study uses a literature review conducted using research retrieved from peer-reviewed scientific journals. Databases used for search include Google Scholar, Scopus, ResearchGate, and ScienceDirect. The collected information was thematically organized into themes and sub-themes to present the results systematically. Generally, the review looks at the literature on telemedicine and EHR systems separately to determine their joint influence on the overall delivery of healthcare services and patients’ satisfaction. The Technology Acceptance Model (TAM) and Diffusion of Innovations (DOI) concepts are used to assess the influencing factors related to the adoption and impacts of these technologies. The main findings show that the successful implementation of telemedicine and EHR provides a better opportunity to increase the access of patients and, at the same time, reduce healthcare workers' workload and increase patient revisit. However, challenges like technical integration, security of information, and training and follow-up still need to be solved. These results imply that it is necessary to deal with these challenges using phased approaches of implementing innovations, involving all relevant stakeholders, and providing ongoing education. Thus, this study contributed to the growing body of knowledge and helped identify possible approaches to improving integration perspectives of digital business models in the healthcare industry.30 0Item Restricted The Future of Indirect Marketing in a Digital World(University of Sussex, 2024-09-27) Aldowais, Raed Fahad; Ye Yang, NicoleThis dissertation explores the transformative impact of digital technologies on indirect marketing strategies, focusing on how businesses adapt to the evolving digital landscape. The study aims to assess the roles of artificial intelligence (AI), big data, and the Internet of Things (IoT) in enhancing indirect marketing, with a specific focus on consumer behaviour and brand loyalty. The research methodology is based on secondary data analysis, drawing from academic journals, industry reports, and case studies. This approach allows for a comprehensive examination of current trends and technologies affecting marketing practices across various industries. The main findings indicate that AI, big data, and IoT significantly enhance marketing effectiveness by improving customer targeting, personalization, and real-time engagement. These technologies have enabled businesses to create more meaningful consumer interactions, leading to increased customer loyalty and higher marketing ROI. The integration of these technologies provides a synergistic effect that amplifies their individual benefits. In conclusion, the dissertation underscores the critical role of digital technologies in shaping modern marketing strategies. The study highlights the importance of adopting these technologies to remain competitive in a digital-first marketplace while addressing challenges such as data privacy and the need for skilled personnel. These insights offer valuable guidance for future research and practical application in the field of digital marketing.12 0Item Restricted A Novel, Human-in-the-Loop Computational Grounded Theory Framework for Big Social Data(The university of Warwick, 2024-02) Alqazlan, Lama Abdulrahman; Procter, Rob; Castelle, MichaelThe availability of big social data has had a substantial influence on the possibilities and methodological choices for conducting large-scale social science research. Within the context of qualitative data analysis, the challenge lies in the fact that conventional methods such as grounded theory and thematic analysis require intensive manual labour and are often impossible to apply to large datasets. An effective approach to addressing this challenge involves incorporating emerging computational methods, including machine learning and natural language processing, to enhance the analytical capabilities and thus obtain precise and meaningful insights from the data. Nonetheless, it remains vital to maintain the robustness of conventional methods, which typically entail a thorough examination of the data at hand. Therefore, this thesis proposes a novel methodological framework for applying computational grounded theory that supports the analysis of large qualitative datasets while maintaining the rigour of the established grounded theory methodology. The framework also takes into account the trustworthiness of results when machine learning and natural language processing models are used to construct new social theories. We argue that confidence in the credibility and robustness of results necessitates the adoption of a ‘human-in-the-loop’ approach to ensure quality and provide researchers with control over the analytical process. To illustrate the value of the framework and its application in practice, this the- sis provides a case study aimed at understanding the working experiences of tutors in the gig economy. The results obtained from testing the framework on a dataset collected from Reddit are presented. This study’s focus on an understudied group makes it an important contribution to research into the gig economy while also demonstrating the potential of the proposed novel approach to computational grounded theory.20 0Item Restricted Assessing the Impacts of the Digital Divide on the Operational Efficiency of Saudi Small and Medium Enterprises (SMEs)(University of Salford, 2024) Almohaish, Mohammed Khalid; Banu Ali, MohammedThis dissertation investigates the challenges and opportunities for digital technology adoption in small and medium-sized businesses (SMEs), using critical systems thinking as a framework. The study provides key insights into the digital transformation landscape of SMEs through a thorough literature review and empirical analysis. It identifies significant barriers, such as infrastructure gaps and digital literacy challenges, and emphasises the importance of tailored training programmes and comprehensive strategies for dealing with cybersecurity threats and a limited web presence. Cultural and social factors also influence technology adoption, necessitating contextually tailored approaches. Moving forward, the success of SMEs is dependent on addressing infrastructure deficiencies, promoting digital literacy, encouraging industry collaboration, and ensuring equitable access to technology. The study makes practical recommendations for policymakers, industry stakeholders, and SME owners/managers, while also advocating for additional research to investigate emerging trends and assess the effectiveness of proposed strategies in increasing SME competitiveness in the digital economy.46 0Item Restricted Smart Cities as Alternative Digital Solutions for a More Sustainable Liveable Future at the Urban Level in the UK and Europe(Saudi Digital Library, 2023-12-06) Alkahtany, Faisal; Kao, Ping-JenThe current study specifically focuses on exploring the potential of sensors used in smart cities, which is an alternative digital solution, and how using sensors in smart cities can ensure a sustainable, liveable future at the urban level of the UK and Europe and the fundamental difference between Smart cities and typical cities.18 0