The integration of chatbots in the financial sector has significantly improved customer service processes, providing efficient solutions for query management and problem resolution. These automated systems have proven to be valuable tools in enhancing operational efficiency and customer satisfaction in financial institutions. This study aims to conduct a systematic literature review on the impact of chatbots in customer service within the financial sector. A review of 61 relevant publications from 2018 to 2024 was conducted. Articles were selected from databases such as Scopus, IEEE Xplore, ARDI, Web of Science, and ProQuest. The findings highlight that efficiency and customer satisfaction are central to the perception of service quality, aligning with the automation of the user experience. The bibliometric analysis reveals a predominance of publications from countries such as India, Germany, and Australia, underscoring the academic and practical relevance of the topic. Additionally, essential thematic terms such as “artificial intelligence” and “advanced automation” were identified, reflecting technological evolution in this field. This study provides significant insights for future theoretical, practical, and managerial developments, offering a framework to optimize chatbot implementation in highly regulated environments.

In the realm of contemporary business, Business Intelligence (BI) offers significant potential for informed decision-making, particularly among executives. However, despite its global popularity, BI adoption in Malaysia’s service sector remains relatively low, even in the face of extensive data generation. This study explores the factors influencing BI adoption in this sector, employing the Technology Acceptance Model (TAM) as its conceptual framework. Drawing on relevant BI literature, the study identifies key TAM factors that impact BI adoption. Using SEM modelling, it analyses quantitative data collected from 45 individuals in managerial roles within Malaysia’s service sector, particularly in the Klang Valley. The findings highlight the crucial role of Perceived Usefulness in influencing the Behavioral Intention to adopt BI, serving as a mediating factor between Computer Self-efficacy and BI adoption. In contrast, Perceived Ease of Use does not have a direct impact on BI adoption and does not mediate the relationship between Computer Self-efficacy and Behavioral Intention. These insights demonstrate the complex nature of BI adoption, emphasizing the importance of Perceived Usefulness in shaping Behavioral Intentions. The outcomes of the study aim to guide executives in Malaysia’s service sector, outlining key considerations for successful BI adoption.

Social Services are vital for addressing adversity and safeguarding vulnerable individuals, presenting professionals with complex challenges that demand resilience, recovery, and continual learning. This study investigates Organizational Resilience within Community Social Services, focusing on strategic planning, adaptive capacity, and user perspectives. A cross-sectional study involved 534 professionals and service users from Community Social Services Centers in Spain. Centers were selected based on the characteristics of their population and the representativeness of their geographic location. The study utilized the Benchmark Resilience Tool (BRT) to evaluate Organizational Resilience and the SERVPERF questionnaire to gauge user-perceived service quality. The results demonstrate satisfactory levels of Organizational Resilience and user satisfaction, while also highlighting key areas for enhancing resilient strategies: reinforcement of personnel for thinking outside the box or in the resources available to the organization to face unexpected changes. These findings suggest the need to develop and optimize measures that improve the organization’s ability to adapt to and recover from adverse situations, ensuring a positive user experience. Emphasizing the importance of resilience in Social Services as a quality predictor, future research should explore innovative strategies to bolster Organizational Resilience. The findings emphasize the need to strengthen resilience in Social Services, enhancing practice, policy, and adaptability to support vulnerable populations.

Nowadays, customer service in telecommunications companies is often characterized by long waiting times and impersonal responses, leading to customer dissatisfaction, increased complaints, and higher operational costs. This study aims to optimize the customer service process through the implementation of a Generative AI Voicebot, developed using the SCRUMBAN methodology, which comprises seven phases: Objectives, To-Do Tasks, Analysis, Development, Testing, Deployment, and Completion. An experimental design was used with an experimental group and a control group, selecting a representative sample of 30 customer service processes for each evaluated indicator. The results showed a 34.72% reduction in the average time to resolve issues, a 33.12% decrease in service cancellation rates, and a 97% increase in customer satisfaction. The implications of this research suggest that the use of Generative AI In Voicebots can transform support strategies in service companies. In conclusion, the implementation of the Generative AI Voicebot has proven effective in significantly reducing resolution time and markedly increasing customer satisfaction. Future research is recommended to further explore the SCRUMBAN methodology and extend the use of Generative AI Voicebots in various business contexts.

The food and beverage sector played a big part in contributing to the economic growth in Malaysia hence there was a major increase in the numbers of restaurants opening up for businesses. This study therefore examines factors with the aims of ensuring a sustainable development in full-service restaurants in West Malaysia. The results of this study have made a substantial contribution to restaurant owner’s’ comprehension of the fundamental components that underlie customer satisfaction and loyalty. By examining the moderating effect of the customer’s gender in full-service restaurants in West Malaysia, the objective of this study was to ascertain the relationships between the three variables (quality of the food served at the restaurant, service quality, and environment), as well as the degree to which each attribute was able to relate to diner satisfaction. The underpinning theory for this study was the Theory of Planned Behavior (TPB). Quantitative methods according to descriptive research and convenience sample strategy were utilized in this cross-sectional study. Questionnaires were distributed to 264 respondents through various online platforms such as WhatsApp, Telegram, Facebook, and email. Data collection was evaluated using the Statistical Program for Social Sciences (SPSS) version 27. In order to examine the connection between the three factors and diner’s satisfaction, various tests such as the multiple regression analysis, One-way ANOVA and Beta Coefficient test were carried out. The findings gave current restaurant owners and potential restaurant owners an overview of the different attributes influencing diner’s satisfaction at full-service restaurants in West Malaysia and also the extent of the moderating effect of diner’s gender had on each attribute. The outcome of this paper is expected to provide a sustainable growth in this industry.

The ongoing railway reforms in Ukraine are crucial for the country’s integration into the European Union’s transportation network. A major challenge lies in the difference in track gauge widths: Ukraine predominantly uses a 1520 mm gauge, while European countries utilize a 1435 mm gauge. This 85 mm difference presents significant logistical and operational barriers, hindering smooth cross-border trade and travel. The study examines the current state of Ukraine’s railway system, highlighting the urgent need for infrastructure modernization to meet European standards. Methods include a comparative analysis of Ukraine’s railway network with those of EU member states, focusing on integration challenges and potential solutions. Results indicate that aligning Ukraine’s railway with European standards could substantially enhance connectivity, reduce transit times, and foster economic growth. However, “Ukrzaliznytsia’s” slow adaptation to these necessary changes is a major roadblock. The study concludes that the construction of a standard-gauge railway linking Ukraine to the EU is vital not only for improving trade routes but also for supporting Ukraine’s broader political and economic aspirations towards EU membership. Circular economy principles, such as resource optimisation, extending the life cycle of existing infrastructure and reusing materials from dismantled railway facilities, can offer a cost-effective and sustainable approach. This infrastructural change will serve as a catalyst for deeper integration, strengthening Ukraine’s position within the European transportation network.