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In linea con la Terza Missione Universitaria, in questa pagina raccogliamo gli abstract dei migliori lavori di Tesi dei nostri studenti iscritti ai Corsi di Laurea CLEA e CLEMI che hanno svolto i loro elaborati in uno degli argomenti oggetto dei nostri progetti di ricerca presso il DIMALAB.
Nome e Cognome Tesista:
Nazzarena Crespi (in foto)
Corso di Laurea:
Economia Aziendale (CLEA A)
Anno accademico
2019/2020
Argomento di ricerca: Conversational commerce
Customer Relationship Management nella Banca Digitale: Indagine Esplorativa sulle Potenzialità dei Chatbot come strumento di CRM
Le Banche devono adattare le proprie strategie di CRM ad una clientela sempre più dinamica, digitale e social. Tra gli strumenti bancari digitali emergenti a supporto della gestione delle relazioni con il cliente vi sono i chatbot: agenti conversazionali progettati per sostenere conversazioni razionali.
In questo elaborato, si è investigato il livello di accettazione dei chatbot tra i clienti bancari italiani al fine di predire la loro futura adozione da parte degli utenti del settore. La tecnologia chatbot, seppur ancora marginalmente implementata dalle banche è percepita dagli “Early Adopters” come uno strumento utile e facile da utilizzare. Per superare le perplessità emerse tra i potenziali utilizzatori legate a privacy, sicurezza e accessibilità del servizio, vengono considerate soluzioni pratiche da integrare nelle strategie CRM.
In questo elaborato, si è investigato il livello di accettazione dei chatbot tra i clienti bancari italiani al fine di predire la loro futura adozione da parte degli utenti del settore. La tecnologia chatbot, seppur ancora marginalmente implementata dalle banche è percepita dagli “Early Adopters” come uno strumento utile e facile da utilizzare. Per superare le perplessità emerse tra i potenziali utilizzatori legate a privacy, sicurezza e accessibilità del servizio, vengono considerate soluzioni pratiche da integrare nelle strategie CRM.
Nome e Cognome Tesista:
Laura Tessari (in foto)
Corso di Laurea:
Economia Aziendale (CLEA A)
Anno accademico
2020/2021
Argomento di ricerca: digitalizzazione della pubblica amministrazione
La trasformazione digitale della Pubblica amministrazione:
Sistema Pubblico di Identità Digitale e Servizi Pubblici Digitali; un’indagine sul citizen engagement and perception of utility.
La trasformazione digitale della Pubblica Amministrazione è un processo lungo e complesso che, velocizzato dalla situazione pandemica, sta cambiano il rapporto tra i cittadini e le Istituzioni Pubbliche.
Le competenze digitali e la propensione delle persone ad utilizzare nuove tecnologie, cambiando le proprie abitudini sono tra i principali fattori discriminanti di questa trasformazione. Scopo dell’indagine era verificare i fattori determinanti e l’esistenza di rapporti di moderazione derivanti dall’utilizzo delle nuove tecnologie digitali in un’applicazione estesa del modello UTAUT applicata ai servizi pubblici digitali con focus sul servizio SPID. Per acquisire i dati, è stato pubblicato (tramite canali digitali) un questionario con scale Likert per misurare le risposte dei cittadini e sono state svolte delle analisi sia sotto il profilo qualitativo che quantitativo al fine di comprendere la presenza di relazioni tra soddisfazione, percezione di utilità e coinvolgimento dei cittadini.
Le competenze digitali e la propensione delle persone ad utilizzare nuove tecnologie, cambiando le proprie abitudini sono tra i principali fattori discriminanti di questa trasformazione. Scopo dell’indagine era verificare i fattori determinanti e l’esistenza di rapporti di moderazione derivanti dall’utilizzo delle nuove tecnologie digitali in un’applicazione estesa del modello UTAUT applicata ai servizi pubblici digitali con focus sul servizio SPID. Per acquisire i dati, è stato pubblicato (tramite canali digitali) un questionario con scale Likert per misurare le risposte dei cittadini e sono state svolte delle analisi sia sotto il profilo qualitativo che quantitativo al fine di comprendere la presenza di relazioni tra soddisfazione, percezione di utilità e coinvolgimento dei cittadini.

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