Application of the methodology for determining the “growth poles” of the region’s industrial economy in the system of public administration

Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

In recent years, all economically developed countries of the world experience formation of knowledge economy as the highest stage of postindustrial economy development. International companies, basing their activity on accumulation of human capital according to the principles of innovativeness, scientific nature, continuity and progressiveness, play an important role in activation of this process. Owing to global nature of their activity it influences all spheres of human life in the world, improving it, as well as having an adverse impact (enhancement of poverty in some regions of the word, environment pollution, etc.). Achievement of these conditions of sustainable economic growth is possible just by the way of prevention of the adverse impact, which, among other things, depends on the active social position of the management of international companies. Therefore this paper is aimed at identification of priority focuses of socially responsible activity of international companies. This goal was achieved through generalization of basic program initiatives of the activity of three companies, leading in innovations (Apple, Samsung and IBM). Adoption of the above-mentioned initiatives by other companies of the world as guides while developing their own development strategy has to facilitate the growth of positive effects from enhancement of knowledge economy in the world.

Human resource management (HRM) is one of the elements enabling an organization to remain competitive in turbulence conditions. The effective practice of HRM makes competent and innovative employees contributing to the achievement of organizational objectives. This study aims to analyze HRM practices in creating innovation and organizational performance. The questionnaire was used to measure the respondents’ perceptions of variables used by a Likert scale. A survey of 126 manager samples and middle managers at export-oriented short and medium enterprises (SMEs) in Bali, Indonesia, was conducted to test the model. The analysis has shown that the proposed model was proven to be compliant with the research hypotheses. HRM significantly affects organizational performance and innovation, and it was found out that innovation can improve organizational performance. However, in the process of simultaneous testing, it was found out that innovation cannot improve organizational performance. The lack of attention to investments in human resources became one of the barriers to SMEs in creating innovation.