Today, technology has contributed so much to change the manner and method in dealing with businessmen operating in other words "business to business (B2B). It also affects the service, changing the way service delivery. This belief has lead to the use of "self-service technology" (SSTS) is a great impact on B2B relationships.
Dealers increasingly using technology in the "business-to-business" operations are therefore of interest to know and understand the impact of this technology for communication, the process of involving and productivity. Challenges of the increasing use of SSTS in B2B relationships to change the "face-to-face" who said the traditional method of forming relationships or services between the two organizations.
Increased consumption of this technology also affects the parties in ensuring that their services more "relevant, competitive and convenient" to their clients in reducing operating costs. The banking industry trying to develop and promote relations "longer-term" than other industries. As we know the money transaction banking services, loans, and investment. The banks are also now not only ATMs, "Internet banking" but also "phone banking". As an example of "phone banking" is the Islamic banks that offer these services with a chip put into the "sim-card" phones allow customers to know the account balance.
Now with the banking services on line as traders' self-service technology "can be used to improve customer service and reduce the involvement of employees. For customers it is easy to get information, pay bills, "track delivery times." The organization is introducing SSTS usually there are three (3) main objectives:
1. Reduce costs-if used to make calls to the bank to get account balance information by providing information on the company name, your name, identification number, check number and account number of the company. But now everything is just "online" is logically work as an accountant with the company more easily and quickly.
2. Improve customer satisfaction and loyalty - in fact it is an issue of who "subjective" but here meaning happy or satisfied "easy excess." Satisfaction with the SSTS have a major impact in which customers deal directly with the technology (eg: internet banking) (Dabholkar, 1994, Joseph et al., 1999).
3. Get new segment of subscribers by use of the SSTS-dealer will not only attract existing customers but also attract new customers from the "segment" of others (for example: mudah.com, ebay and lelong.com)
However, "Internet banking" There are also disadvantages for example, customers are always complaining when the "service provider" fails to work properly / fail. "Service provider" does not serve their customers, denying their responsibility if the system fails to function properly, blame the manufacturer of the SST, and blame the customer (Pujari, 2004).
But as a business-minded "positive" development opportunities and this is a technology that can generate more profitable and more "efficient". For example, book sellers can sell books online, and customers can choose the books they want and make payments on line. Similarly, hotel, customers can make reservations and make a deposit and all that could be achieved only using internet banking. If it is necessary first of all that is going to traditional book, select and pay at the counter so if you want to travel, having travel to the place, looking for hotel, motel, or a budget hotel reservation for that too if you are lucky.
Did you know that AirAsia grow rapidly as a result of "Internet Banking" and "Efficiency" of website and not of their tag line "Now Every One Can Fly" because it "easy excess" and customer can make a payment directly through the "Credit Card".
Dealers increasingly using technology in the "business-to-business" operations are therefore of interest to know and understand the impact of this technology for communication, the process of involving and productivity. Challenges of the increasing use of SSTS in B2B relationships to change the "face-to-face" who said the traditional method of forming relationships or services between the two organizations.
Increased consumption of this technology also affects the parties in ensuring that their services more "relevant, competitive and convenient" to their clients in reducing operating costs. The banking industry trying to develop and promote relations "longer-term" than other industries. As we know the money transaction banking services, loans, and investment. The banks are also now not only ATMs, "Internet banking" but also "phone banking". As an example of "phone banking" is the Islamic banks that offer these services with a chip put into the "sim-card" phones allow customers to know the account balance.
Now with the banking services on line as traders' self-service technology "can be used to improve customer service and reduce the involvement of employees. For customers it is easy to get information, pay bills, "track delivery times." The organization is introducing SSTS usually there are three (3) main objectives:
1. Reduce costs-if used to make calls to the bank to get account balance information by providing information on the company name, your name, identification number, check number and account number of the company. But now everything is just "online" is logically work as an accountant with the company more easily and quickly.
3. Get new segment of subscribers by use of the SSTS-dealer will not only attract existing customers but also attract new customers from the "segment" of others (for example: mudah.com, ebay and lelong.com)
However, "Internet banking" There are also disadvantages for example, customers are always complaining when the "service provider" fails to work properly / fail. "Service provider" does not serve their customers, denying their responsibility if the system fails to function properly, blame the manufacturer of the SST, and blame the customer (Pujari, 2004).
But as a business-minded "positive" development opportunities and this is a technology that can generate more profitable and more "efficient". For example, book sellers can sell books online, and customers can choose the books they want and make payments on line. Similarly, hotel, customers can make reservations and make a deposit and all that could be achieved only using internet banking. If it is necessary first of all that is going to traditional book, select and pay at the counter so if you want to travel, having travel to the place, looking for hotel, motel, or a budget hotel reservation for that too if you are lucky.
Did you know that AirAsia grow rapidly as a result of "Internet Banking" and "Efficiency" of website and not of their tag line "Now Every One Can Fly" because it "easy excess" and customer can make a payment directly through the "Credit Card".
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