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

Authors: Muhammad Kamran; Tonmoy Choudhury; Hadrian Geri Djajadikerta; Ferry Jie

Addresses: School of Business and Law, Edith Cowan University, 270 Joondalup Dr, Joondalup, WA, 6027, Australia ' School of Business and Law, Edith Cowan University, 270 Joondalup Dr, Joondalup, WA, 6027, Australia ' School of Business and Law, Edith Cowan University, 270 Joondalup Dr, Joondalup, WA, 6027, Australia ' School of Business and Law, Edith Cowan University, 270 Joondalup Dr, Joondalup, WA, 6027, Australia

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.

Keywords: service delivery; RAD; role activity diagram; financial institutions; service efficiency; credit cards; banking; service innovation.

DOI: 10.1504/IJASM.2021.119040

International Journal of Agile Systems and Management, 2021 Vol.14 No.3, pp.353 - 376

Received: 14 Jan 2021
Accepted: 02 Apr 2021

Published online: 15 Nov 2021 *

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