Browsing by Author "Ozkan, Ahmet Hakan"

Now showing 1 - 2 of 2

Citation Count: 0
Are the customers of participation banks noise traders? The case of Turkey
(Elsevier Science Bv, 2014) Ozkan, Ahmet Hakan
The participation banks, which are founded on the base of Profit and Loss Sharing system, are important for behavioral finance. As a matter of fact, these institutions manage the behaviours which are directed by the beliefs. Besides it is estimated that the investors of participation banks are noise traders and do not act rationally for their investments. Because the financial instruments are not widespread among these investors and as a result, they are expected to have limited knowledge about the financial markets. The profile of the customers of the participation banks are elaborated with this study. The rationality of the participation banks are measured by using semi-structured interviews with Likert scale. The results are compared to the other commercial bank customers and it is seen that the participation bank customers are less rational than the other commercial bank customers. The statistical analyses have shown that there is positive correlation between income and rationality. (C) 2014 The Authors. Published by Elsevier Ltd.
Citation Count: 3
Impacts of Location on Bank Call Center Services: The Case of Turkey
(Walter de Gruyter Gmbh, 2012) Ozkan, Ahmet Hakan
Purpose - The CRM sector represents the quality of a company. The quality of a company might be evaluated by taking the services of a call center as a measure by the customers, because CRM is the most interactive point of the operations of all companies. Call centers represent companies with 24/7 service. Companies have to search for ways to increase the quality of their service and CRM. Call center companies started to move to Anatolia in response to government incentives. The purpose of this study was to examine the results of this change. Design/methodology/approach - Bank call centers in large cities and Anatolian bank call centers are compared. SERVQUAL is used to compare the service quality of the call centers. 100 questionnaires are used to evaluate the services of the bank call centers and 100 customers are interviewed. The banks with Anatolian call centers and the banks without Anatolian call centers are compared to each other by using the results of the interviews and questionnaires. Findings - The service quality of the call center of the banks with Anatolian call centers seems to be higher than those without them. Practical implications - The reason for the better performance of Anatolian bank call centers can be explained by using some observations. These reasons can be taken into account by CRM companies to provide better service. Originality/value - This paper is proof of that CRM agents are affected by stress factors and their environment. Therefore, stress levels have to be decreased for employees for better service. Selecting a good location is the most important step in diminishing stress levels.