/library/oar/handle/123456789/124569 Tue, 04 Nov 2025 22:31:41 GMT 2025-11-04T22:31:41Z /library/oar/handle/123456789/127915 Title: Contemporary technologies within the Maltese iGaming sector for overseeing customer gaming behaviour Abstract: This dissertation examines the utilisation of contemporary technologies to monitor consumer behaviour in Malta鈥檚 iGaming industry. It aims to comprehend how these technologies improve the gaming experience for players, ensure compliance with regulations, and promote responsible gaming, among other objectives. To accomplish the intended goals, it was determined that a qualitative technique was suitable for collecting primary data. Eight participants, who are employed by prominent iGaming companies registered in Malta working in customer performance management positions were involved in this study. These individuals hold expertise in technologies that track customer behaviour and participated in in-depth interviews. The findings gathered were analysed, presented, evaluated, and later discussed. This investigation revealed that the dominant technologies being used are data analytics, Artificial Intelligence (AI), and Customer Relationship Management (CRM). Furthermore, this study offers suggestions for optimising the use of these technologies in the iGaming sector to achieve an ideal balance between consumer engagement and ethical and legal responsibilities, thus providing valuable perspectives on incorporating technology in an industry known for its rapid expansion, dynamic nature, and high stakes. Description: B.Sc. (Hons) Bus.& IT(Melit.) Mon, 01 Jan 2024 00:00:00 GMT /library/oar/handle/123456789/127915 2024-01-01T00:00:00Z /library/oar/handle/123456789/127914 Title: The impact of personalised AI powered chatbots on customer satisfaction : investigating the role of customer engagement Abstract: This study focuses on the way personalised AI-powered chatbots influence consumer satisfaction, emphasising the importance of consumer engagement in the Maltese market. By investigating how personalisation in chatbot encounters affect consumer perceptions and habits, the study seeks to close a gap in the body of existing work. To assess the differences between personalised and non-personalised chatbot encounters after statistical analysis, an experimental strategy was used employing two different conditions. Three primary research questions are investigated in this study. The study first looks into how Maltese customers perceive personalised chatbots in terms of engagement as opposed to non-personalised ones. Secondly, it evaluates how much customer satisfaction in the same industry is impacted by the degree of personalisation in chatbot interactions. Lastly, it delves into the connection between customer engagement in chatbot encounters and the degree of personalisation. The overall findings show that consumer beliefs, satisfaction, and engagement with AI-powered chatbots are significantly shaped by the element of personalisation. The distinctions between personalised and non-personalised chatbot encounters are revealed through statistical analyses, which offer helpful insights to enterprises trying to improve customer experiences. These results imply that companies may enhance customer engagement and satisfaction by implementing customisation techniques in chatbot conversations. Businesses may strengthen their client relationships and improve overall service delivery by customising replies to meet the interests and demands of each individual. This study concludes through addressing the significance of personalisation in chatbot interactions and its potential impact on consumer engagement and satisfaction. Such results have broad implications across all sectors, demonstrating the need of implementing personalised approaches to improve consumer experiences and propel corporate success in the digital era. Description: B.Sc. (Hons) Bus.& IT(Melit.) Mon, 01 Jan 2024 00:00:00 GMT /library/oar/handle/123456789/127914 2024-01-01T00:00:00Z /library/oar/handle/123456789/127913 Title: Leveraging fintech to transform the Maltese customer relationship management experience : a study on perceptions and trends Abstract: This research seeks to investigate the transformative impact of financial technology (fintech) on Customer Relationship Management (CRM) within the Maltese financial sector. As a result, the research seeks to bridge the gap in the local context concerning the rapid transformation within the sector, examining how the implementation of Fintech enhances customer engagement and satisfaction. Furthermore, this research aims to discover what design features are most effective to encourage adoption and usage, the perceived future of fintech in CRM, and the strategies used to anticipate the change. The future skills and competencies necessary for CRM professionals to effectively manage customer relationships are also investigated. A qualitative approach was deemed most suitable to gather primary data, conducting in-depth interviews with key industry professionals to gather insights on current practices, obstacles, and views surrounding fintech in Malta. A sample of 7 participants, all from the local financial industry, all with different backgrounds participated in this study. The findings which are presented in this research were then analysed and discussed. The findings highlighted that fintech offers significant benefits such as increased efficiency and enhanced customer services, with the most important design features being security and personalisation. However, it also presents its challenges including data security concerns and the need constant need for regulatory adaptation. From the findings, it is evident, that many organisations are moving towards fintech adoption. In conclusion, the results of this study shed light on the fintech environment in Malta and entail some significant implications for the policymakers, practitioners, and researchers involved in the relationship between technology and customer management in the financial sector. Description: B.Sc. (Hons) Bus.& IT(Melit.) Mon, 01 Jan 2024 00:00:00 GMT /library/oar/handle/123456789/127913 2024-01-01T00:00:00Z /library/oar/handle/123456789/127912 Title: Leveraging generative AI to create 福利在线免费 Technology (IT) teaching material for local post-secondary institutions Abstract: Over the past few years, there has been a boom within the technology industry, with artificial intelligence becoming a prominent sector, especially in education. Generative AI (artificial intelligence) is one of the many new AI trends that has seen an increase in usability in its implementation and use across many areas of business, especially in education. The purpose of this study is to shed new light on how post-secondary IT educators in Malta are using generative AI to compile their teaching material. It is evident that there is a lack of academic literature in this field as it is new. The purpose of this study is to gain insight into the generative AI being used and to give recommendations on how to make the best use of generative AI tools in teaching IT at post-secondary schools. A qualitative approach is employed to gain primary data in the local context. A sample of 10 participants, who are post-secondary IT educators, were involved in this study. The results were analysed and discussed to raise awareness of the proper use of such technology. The research concludes that there is room for improvement in both awareness and application of generative AI in the local education sector. This study, however, also reveals that this new area in education is moving in the right direction when it comes to ethical implications. It also points to the need for more research within this area of generative AI. Description: B.Sc. (Hons) Bus.& IT(Melit.) Mon, 01 Jan 2024 00:00:00 GMT /library/oar/handle/123456789/127912 2024-01-01T00:00:00Z