...Middle Eastern Finance and Economics ISSN: 1450-2889 Issue 14 (2011) © EuroJournals Publishing, Inc. 2011 http://www.eurojournals.com/MEFE.htm Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan Anber Abraheem Shlash Mohammad Assistant Professor, Marketing Department Petra University, Jordan, B.O.Box: 961343, Amman 11196-Jordan E-mail: mohammad197119@yahoo.com Shireen Yaseen Mohammad Alhamadani Assistant Professor, Finance and Banking Department Petra University, Jordan Abstract The aim of this research was to examine the level of service quality as perceived by customers of commercial bank working in Jordan and it's effect customer satisfaction, Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000), 260 questionnaires were distributed randomly to customers of commercial banks branches located (thirteen commercial banks in Jordan ) in IRBID (Acity of Jordan ). Multiple regression analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that managers and decision makers in Jordanian commercial banks to seek...
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...dissertation is the result of my independent work/investigation, except where otherwise stated. Other sources are acknowledged by referencing and a reference list is attached. • I hereby give consent for my dissertation, if accepted, to be available for photocopying and for loan, and for the title and summary to be made available to outside organizations.” Signed: …………………. Date: 20 December 2008 Page 2 of 112 Abstract Success in today’s highly competitive financial sector requires an organization to have a sustainable competitive advantage that would distinguish it from the rest. Products offered by financial organizations are naturally the same and the quality of service plays a critical role in terms of creating the much needed competitive advantage. This calls for the implementation of quality initiatives like Continuous improvement (CI). This paper investigates the extent to which CI efforts at the Horizon business unit of Absa corporate and business banking have...
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...Contents: • Chapter 1 An Overview of Management– Pg 1 - 20 PART 1 An overview of management CHAPTER 1 CHAPTER 2 CHAPTER 3 Introduction to organizations and management Managerial competencies The development of management thought CHAPTER 1 Introduction to organizations and the nature of management learning outcomes After studying this chapter you should be able to: 1 Understand what an organization is and why business organizations exist. 2 Define what a manager is and what the management process involves. 3 Explain. 4 Understand the differences between the various levels of management. 5 Understand the three main managerial skills and at what managerial level they are dominant. outline A South African insight: Capitec Bank: Meeting the needs of customers by making banking affordable and accessible. Managers and management l Human needs and wants l What is an organization? l Organizations as systems What managers do l General managerial tasks l Productivity and organizational performance l What is a manager? l What is management? l Scope of management What managers do l Managerial functions Managerial roles Levels of management l First-line managers l Middle managers l Top managers Managerial skills Technical skills Human skills Conceptual skills key terms and concepts Chapter summary Questions for discussion and exercises for competency development 4 Management 3 e A South African insight: Capitec Bank: Meeting the needs of customers...
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...8. List of References 20 1. Introduction: The purpose of the study, as stated is to determine the impact of the implementation of a lean programme on employee satisfaction, motivation and loyalty and to provide guidance in order to increase the sustainable success of the implementation – focusing on the Johannesburg Operations Shared Services Centre of Bank X. If the relationship is positive, this will imply that it also positively affects customer satisfaction, retention and hence the overall performance of the organisation. The main research question is what the success factors in the implementation of the lean programme would be. The research paper starts with a brief discussion of relevant literature on lean programs. Various programs that can be implemented by banks are explained briefly. 2. Brief Discussion of Relevant Literature Since the global financial crisis that occurred in 2008, the uncertain economic outlook in South Africa and the pressure on financial institutions to operate more effectively and efficiently, there has been a significant shift in focus for banks in South Africa. This shift in focus is placing greater emphasis on stream-lining internal operations, an increased focus on customer needs, and a superior service delivery in relation to competitors, in order to maintain their existing customer base as well as to increase market share. Some organisations have adopted lean manufacturing as their approach...
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...The retail banking industry in the United States has undergone intense change due to regulation since 2008. Retail banks are continually looking for ways to set themselves apart from their competition, as well as retain and grow their customer base. Banks now understand the value of building relationships with their customers and that they need to provide excellent customer service to them as a means of profitability and survival. Understanding the factors behind customer service and its effect on customer loyalty is an important issue for the retail banking industry. This brings up the question “Does customer service influence customer loyalty?” With that question in mind, the following review acknowledges the importance of customer service to customer loyalty and also looks at what factors influence loyalty. The examination takes a look at service and its quality, and the overall effect it has on customer satisfaction and customer loyalty. The findings conclude a direct association among customer service, service quality, customer satisfaction and consumer bank loyalty. Introduction It is generally agreed that the top 3 constructs of building loyalty are: customer service, service quality, and customer satisfaction. This is especially true in people centric service businesses such as retail banking. In today’s competitive business environment many banks are focusing their efforts on having a loyal customer base. Thus, the question arises, “Does customer service influence...
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...Figure 1. Concerns of Managers & Trainers in TNA Upper Level Managers Organizational Analysis Middle Level Managers Trainers Do I have the budget to buy training services? Will managers support training? Is training important Do I want to spend to achieve our money on training? business objectives? How much? How does training support our business strategy? Person Analysis What functions or business units need training? Does the organization have the people with the knowledge, skills, and ability need to compete? Who should be trained? Managers? Professionals? Core employees? For what jobs can training make the biggest difference in product quality or customer service? How will I identify which employees need training? What tasks should be trained? What knowledge, skills, ability, or other characteristics are necessary? Task Analysis TRAINING INITIATIVES AT GODREJ Phase 1: NEED FOR CHANGE • • • • • Entire distribution of Godrej transferred to P&G 1995-Break-up of the joint venture between Godrej & P&G Rebuilding exercise 1995-TQM workshop Switch from a family-run business to a professionally managed company • Changed the earlier model of management hierarchy • Adopted a participative management model – team spirit – employee improvement programmers. Phase 2: Design (Instructional Objectives) ● Total Quality Management (TQM) workshop: for all its 5000 employees to help them connect to their job. 2)Parivartan: to train new as well as...
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...discusses the Strategic Management process which Robbins and Coulter (2007:240) define as” A six –step process that encompasses strategy planning, implementation, and evaluation”. The project is based on the strategic management of Barclays Bank. The main goal of Barclays bank is to satisfy people’s needs and offer them the best service. According to Jones and George (2008:308), the SWOT analysis is “A planning exercise in which managers identify organizational strengths (s) and weaknesses (W) and environmental opportunities (O) and threats (T)”. Strengths might include adequate financial resources, economies of scale, and proprietary technology. Weaknesses include lack of strategic direction, obsolete facilities, and lack of managerial depth and talent. Whereas, Opportunities might include the possibility of serving additional customers in the face of weakening competition, or the chance to enter foreign markets due to falling trade barriers. Threats might include the likely entry of new lower-cost foreign competitors, rising sales substitute products, and slowing market growth (Dessler, 2004). Four important features that lead to the success of Barclays bank are: High quality products, team spirit between the bank’s employees, wide spread global presence and strong management with well educated managers. Although Barclays bank is a highly qualified bank, it still lacks important services and offers like Islamic banking and Drive through ATM. The banks products are not...
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...Integrating of Strategy and HumanResource Management The experiences of several organizations provide good examples of the integration of strategy and human resource management. One such example is provided by the experiences of People’s Bank, a financial services company headquartered in Bridgeport, Connecticut. Massive changes began to take place in the business environment of banking with deregulation and relaxation of ceilings on interest. Money markets began to drain off funds that ordinarily went into banks’ deposits, forcing them to rely on more expensive sources of funds. Further, the money center banks began to compete in the same middle markets as regional banks. People’s, which was a small regional bank, responded by changing its strategy from a product orientation to one directed toward markets. With a product orientation, products are developed and then markets are sought out in which to sell the product. Conversely, a market orientation involves an opposite approach in that market demands are determined and then products developed to serve the market. As a result of these changes, People’s transformed itself into a diversified financial services company with 139 branches and a fully integrated banking services and stock trading presence on the Internet Because of major changes in People’s strategy, there was recognition that new organizational structures would be needed to accommodate the changes. The organization was decentralized, hierarchical levels removed...
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...Risk Management Guidelines for Commercial Banks & DFIs. Table of Contents Page No. Introduction Defining Risk Risk Management Board & Senior Management oversight Risk Management Framework Integration of Risk Business Line Accountability Risk Evaluation / Measurement Independent Review Contingency Planning 1 1 2 3 3 4 4 4 4 5 5 7 8 8 9 9 10 10 13 14 15 15 17 17 18 18 18 19 20 20 21 21 21 22 24 24 24 25 Managing Credit Risk Components of Credit Risk Management Board & Senior Management oversight Organization Structure Systems and Procedures Credit origination Limit setting Credit Administration Measuring Credit Risk Internal Risk Rating Credit Risk Monitoring & Control Risk Review Delegation of Authority Managing Problem Credits Managing Market Risk Interest Rate Risk Foreign Exchange Risk Equity / commodity price Risk Element of Market Risk Management Board and Senior Management Oversight Organization Structure Risk Management Committee ALCO Middle Office Risk Measurement Repricing Gap Models Earning at Risk &Economic Value of Equity Models Value at Risk Risk Monitoring Risk Controls Audit Risk limits 25 27 28 28 30 30 30 31 31 33 34 34 35 36 37 37 38 38 38 39 39 39 Managing Liquidity Risk Early Warning Indicators Board and Senior Management Oversight Liquidity Risk Strategy and Policy ALCO/ Investment Committee Liquidity Risk Management Process MIS Liquidity Risk Measurement & Monitoring Contingency Funding Plan Cash Flow Projections Liquidity Ratios...
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...Risk Management Guidelines for Commercial Banks & DFIs. Table of Contents Page No. Introduction Defining Risk Risk Management Board & Senior Management oversight Risk Management Framework Integration of Risk Business Line Accountability Risk Evaluation / Measurement Independent Review Contingency Planning 1 1 2 3 3 4 4 4 4 5 5 7 8 8 9 9 10 10 13 14 15 15 17 17 18 18 18 19 20 20 21 21 21 22 24 24 24 25 Managing Credit Risk Components of Credit Risk Management Board & Senior Management oversight Organization Structure Systems and Procedures Credit origination Limit setting Credit Administration Measuring Credit Risk Internal Risk Rating Credit Risk Monitoring & Control Risk Review Delegation of Authority Managing Problem Credits Managing Market Risk Interest Rate Risk Foreign Exchange Risk Equity / commodity price Risk Element of Market Risk Management Board and Senior Management Oversight Organization Structure Risk Management Committee ALCO Middle Office Risk Measurement Repricing Gap Models Earning at Risk &Economic Value of Equity Models Value at Risk Risk Monitoring Risk Controls Audit Risk limits 25 27 28 28 30 30 30 31 31 33 34 34 35 36 37 37 38 38 38 39 39 39 Managing Liquidity Risk Early Warning Indicators Board and Senior Management Oversight Liquidity Risk Strategy and Policy ALCO/ Investment Committee Liquidity Risk Management Process MIS Liquidity Risk Measurement & Monitoring Contingency Funding Plan Cash Flow Projections Liquidity Ratios...
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...Internship Report: HRMP in Standard Chartered Bank Abstract According to the universalistic perspective, organizations from different sectors, across industries, and through different time periods should use a series of select human resource management practices (HRMP). The main principle of this paper is to investgate whether i there is any relationship between HRMPs and organizational performance, regarding Standard Chartered Bank in Bangladesh. This study aims to investigate the relationship of training, employee participation, and selection with perceived organiz ational performance in the context of Standard Chartered Bank in Bangladesh. This study is co -relational in nature and it will examine the correlation among these variables. A single set of sample will be considered for this study and that will be the employees of Standard Chartered Bank. A set of structured questionnaire will be distributed among 200 respondents. Regression analysis will be conducted for the purpose of data analysis. -1- Internship Report: HRMP in Standard Chartered Bank Origin of the Report The BBA internship program is a mandatory requirement for the students who are graduating from the BBA program under the School of Business of North South University, Bangladesh. In the internship program, I was attached to a host organization named µStandard Chartered Bank¶ for 12 weeks. During this period I learned how the host organization works with the help of the internal supervisor....
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...Bangladesh on its way to become a middle-income country by 2021 Essay Contents: 1. Introduction : 2. Classification of Countries and What is Meant by MIC: 3. Significance of Becoming a MIC, for Bangladesh : 4. Predictions on Bangladesh Becoming a MIC( International and National Sources ) : 5. Experience of Countries Moving from Low income to Middle Income Status : 6. Recommendations for Bangladesh to Become a MIC : 7. Becoming a MIC( Three Possible Scenarios) : 8. Conclusion : Essay Materials: sHoVoN Still a way to go for a middle-income Bangladesh Author: Fahmida Khatun, CPD Bangladesh’s recent graduation to the World Bank’s lower-middle-income category from a low-income category was only a matter of time. The country experienced steady growth in the 2000s and boosted its per capita income. Its from a mere...
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...2. Identify at least three strategically relevant HR systems policies and activities that Siemens has instituted in order to help human resource management contribute to achieving Siemens’ strategic goals. (L02- Assessment Criteria 2.1) 3. Siemens’ as we know is an MNC. Analyze its legal influences in the areas of Employee Relations with reference to its operations in Dubai. (L02- Assessment Criteria 2.2 and L03 Assessment Criteria 3.1) Case Study : Integrating of Strategy and Human Resource Management The experiences of several organizations provide good examples of the integration of strategy and human resource management. One such example is provided by the experiences of People’s Bank, a financial services company headquartered in Bridgeport, Connecticut. Massive changes began to take place in the business environment of banking with deregulation and relaxation of ceilings on interest. Money markets began to drain off funds that ordinarily went into banks’ deposits, forcing them to rely on more expensive sources of funds. Further, the money center banks began to compete in the same middle markets as regional banks. People’s, which was a small regional bank, responded by changing its strategy from a product orientation to one directed toward markets. With a product orientation, products are developed and then markets are sought out in which to sell the product. Conversely, a market orientation involves an opposite approach in that market demands are determined...
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...market. HSBC is on the 3rd rank of FTSE 100. History of HSBC HSBC Bank plc and its subsidiaries form a UK-based group providing a comprehensive range of banking and related financial services. HSBC Bank plc (formerly Midland Bank plc) was formed in England in 1836 and subsequently registered as a limited company in 1880. In 1923, the company adopted the name of Midland Bank Limited which it held until 1982 when the name was changed to Midland Bank plc. During the year ended 31 December 1992, Midland Bank plc became a wholly owned subsidiary undertaking of HSBC Holdings PLC (“HSBC Holdings”), whose Headquartered is in London. HSBC Bank plc adopted its current name, changing from Midland Bank plc, in the year ended 31 December 1999. The HSBC Group is one of the largest banking and financial services organisations in the world, with over 9,500 offices in 79 countries and territories in Europe, Hong Kong, the rest of Asia-Pacific, including the Middle East and Africa, North America and South America. Its total assets at 31 December 2009 were £579 billion. The Bank is the HSBC Group’s principal operating subsidiary undertaking in Europe. As at 31 December 2003, the Bank’s principal subsidiary undertakings and their main geographical areas of activity were: * CCF S.A. (formerly Credit Commercial de France S.A.) France * HSBC Asset Finance (UK) Limited United Kingdom * HSBC Bank A.S. Turkey * HSBC Bank International Limited Jersey...
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...Special Advertising Section 2008 Abu Dhabi Plan 2030 Innovation and Sustainable Development Abu Dhabi is the capital of the seven-member United Arab Emirates and its largest and wealthiest member. It has enormous reserves of oil and natural gas, as well as a pristine and beautiful natural environment encompassing sea, islands, coastline and desert. The Plan Abu Dhabi 2030 details how Abu Dhabi will succeed in managing its growth in a way that is good for business, for residents and for the environment. And by doing this, Abu Dhabi will achieve its goal of becoming a global capital city, worldrenowned for its cultural, tourism and business offerings. Special Advertising Section 2008 Abu Dhabi 3 Abu Dhabi: Creating a Modern Metropolis isit Abu Dhabi, even for a short time, and the quiet confidence of this dynamic capital city is quickly apparent. It’s a confidence that prioritizes planning and getting things right from the start. What’s the source of this confidence? Perhaps it’s the $350 billion in infrastructure, real estate and industrial projects already in progress for the city. Maybe it stems from the Persian Gulf emirate’s enormous oil and gas reserves and growing human capital base. It could also be the awareness that most elements of the city’s future growth have already been studied and planned out. But it is likely a combination of all these factors. This city’s ambitious and deliberate approach to growth was behind the creation of “Plan Abu Dhabi 2030:...
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