Abstracts Track 2021


Nr: 17

FH CatScreen©: Web-based Application for Familial Hypercholesterolaemia Data Collection and Screening using Various Diagnostic Criteria


Annamalai Muthukkaruppan

Abstract: The work describes FHCatScreen©, a web-based Familial Hypercholesterolemia (FH) data collection cum screening application. It facilitates automatic scoring and categorisation of patients by medical practitioners based on the four well-known FH diagnostic criteria used to screen Malaysian patients at risk of FH, namely Dutch Lipid Clinic Network (DLCC), Simon Broome (SB), Japanese FH Management Criteria (JFHMC) and US-Make Early Diagnosis to Prevent Early Deaths (US-MEDPED). The development of FHCatScreen© is motivated by the need to establish a FH diagnostic criterion specific for the Malaysian population. For this purpose, data has to be collected to help medical practitioners understand the concordance and discordance in the data. Also, to learn about the performance and correlation among the four FH diagnostic criteria. The digitalisation of the screening process can help to overcome the shortcomings of the current paper-based method. It resolves issues associated with inefficiencies in form filling, dealing with different and redundant input variables and outcome of each diagnostic criteria, mistakes in the score calculation that leads to incorrect determination of FH severity, and storage and handling of the used forms. We applied an iterative, participatory, adaptive software development approach comprising planning, development and validation phases to develop the application. Subsequently, in the first of several planned user studies, we involved thirty medical practitioners, clinicians and researchers affiliated with the UiTM Sg. Buloh hospital to evaluate the effectiveness and usability of FHCatScreen©. The study showed that FHCatScreen© was able to provide a more correct, faster and better-informed assessment compared to the traditional paper-based method. The study further showed that FHCatScreen© has a good degree of performance and acceptance by the participants, i.e., around 90% of the participants agreed or strongly agreed on the usefulness, satisfiability and learnability of FHCatScreen©, while a slightly lower 84% of them agreed or strongly agreed on its ease of use. The participants indicated that the simultaneous use of the DLCC, SB, JFHMC and US-MEDPED diagnostic criteria in FHCatScreen© has assisted them to compare the outcome of each of the criteria side-by-side. It allowed corroborative comparison of the results of the different diagnostic criteria to decide on the severity of the patient’s condition with high confidence. We believe FHCatScreen© can expedite the collection of data on FH incidence and prevalence in Malaysia. Due to its convenience, FHCatScreen© can enhance FH detection by encouraging more FH screening programmes in the community and cascade screening for relatives of index cases. The cloud data-sharing feature of FHCatScreen© cases allows centralised collection of FH data from the screening conducted on patients in hospitals, medical centres and multiple field-testing sites.

Nr: 13

How Jakarta City Uses the Information and Communications Technology (ICT) in Urban Planning?


Danang Kurniawan, Eko P. Purnomo and Aqil Teguh Fathani

Abstract: This research aims to look at the role of Information and Communications Technology in urban spatial planning policy formulation based on community participation. Through its "Jakarta Satu Map, One Data, One Policy" program, Jakarta City creates an integrated digital collaborative in realizing information disclosure in the formulation of urban spatial planning policies. Jakarta Satu is a smartphone application and website-based, aiming to collect public reports or feedback regarding changes in spatial planning and zoning of space used in Jakarta. This study used a descriptive qualitative approach, and in presenting the data, the researcher used the Q-DAS (Qualitative Data Analysis Software) tool. The results show that the application of ICT through Jakarta Satu can increase the community's active involvement through reporting problems and proposing spatial use in Jakarta's urban areas. The fending show that the Jakarta Satu program can realize the integrity of actual field data through a digital platform accessed by the community in the reporting and submission nodes. Community involvement plays an essential role in producing an excellent urban spatial planning policy. The application of ICT in the formulation of urban spatial planning policies can make it easier for the public to participate so that field data can provide vital information for the government.

Nr: 18

Stimulating Retail Bank Customer Loyalty by E-Customer Relationship Management


Maria Madlberger and Maja Adji-Andova

Abstract: Electronic customer relationship management (e-CRM) results from the need for personalized, long-lasting relationships with customers and information systems that provide the necessary tools to collect, process, and store customer information. E-CRM encompasses regular and bi-directional communication with customers via various digital channels. Despite much research on e-CRM, the impacts of specific communication channels and the role of customers’ perception of relationship quality for the formation of customer loyalty have not yet been fully investigated, especially in the retail banking sector that is increasingly challenged by Fintechs. Hence, a better understanding of e-CRM’s potentials to increase customer loyalty is needed. The study addresses the following research questions: (1) What is the influence of a retail bank’s e-CRM tools on customers’ perception of relationship quality? (2) What is the impact of perceived customer relationship quality on customer loyalty? The study tests four hypotheses derived from scholarly literature: Perceived customer relationship quality is positively impacted by electronic direct mail communication (H1), digital interpersonal communication (H2), and digital rewards (H3). Perceived relationship quality positively impacts customer loyalty (H4). We conducted a survey among 100 customers of a large Austrian retail bank. 70% of respondents are female. 15% are 25 years or younger, 57% between 26 and 35, 19% between 36 and 45 years, and 9% are older. 73% use the bank’s online services at least several times a week. The variables are measured with established multi-items scales adapted from published scholarly studies. They show Cronbach Alphas value between .699 and .917 as well as meet the standard criteria on factor loadings and discriminant validity. The hypothesis tests with multiple regression analysis result in the support of H2 (Beta = .580, p < .001) and rejection of H1 (Beta = .109, p > .05) and H3 (Beta = -.018, p > .05) with an overall adjusted R2 of .350 (p < .001). H4 is supported (Beta = .802, p < .001). Implications: The study demonstrates a strong impact of perceived relationship quality on customer loyalty which is a key prerequisite of an e-CRM program’s profitability. This is consistent with extant literature on success factors of e-CRM. The impact of investigated antecedents is mixed. Whereas literature shows electronic direct mail’s high personalization potentials and its ability to better serve customers’ needs, it does not improve perceived customer relationship quality. The same applies to electronically provided rewards. Hence, we conclude that the effect on perceived relationship quality follows a different mechanism than customer satisfaction, as argued by literature. The study supports the impact of electronic interpersonal communication and thus stresses its role as a core element in the formation of a relationship. In contrast to e-mail, a bidirectional real-time information exchange is crucial for the customer relationship. Study limitations are the sample size and demographics which affect generalizability. The survey deals with e-CRM tools operated by one single bank and omits further communication channels. Future research should address the potentials of social media and AI-based support of e-CRM systems, different banking service contexts, and customer relationship formation in banks compared with Fintechs.