scholarly journals Operational Risk Management and Customer Complaints in Omani Banks

2021 ◽  
Vol 5 (1) ◽  
pp. 200-210
Author(s):  
Rawan Khamis AL-kiyumi ◽  
Zamzam Nasser AL-hattali ◽  
Essia Ries Ahmed
Keyword(s):  
Risk Management ◽  
Commercial Banks ◽  
Negative Impact ◽  
Operational Risk ◽  
The Other ◽  
Operational Risk Management ◽  
Customer Complaints ◽  
A Value ◽  
The Impact ◽  
The Relationship

The aim of this research is to analyze the relationship between operational risk management and customer complaints in Omani banks. Initially, the current research carried out a quantitative approach on the concepts which connect the variables of the current research, where the data have been collected via a survey on commercial banks in Oman. The findings demonstrate that the operational risk management has a negative and significant link with customer complaints due to there is a proper manner in dealing with risks. On the other hand,  the findings revealed that there is a negative impact on absence to deal with risks facing Omani banks. Also, it has been noted that in the event of an increase in operational risk management, customers' complaints are decreased. The current research has added a value and notable contribution lies in its elucidation for the importance of the impact of operational risk management on customer complaints in Omani banks

Operational risk management and customer complaints

2019 ◽  
Vol 26 (8) ◽  
pp. 2486-2513 ◽  
Author(s):  
Noor Fareen Abdul Rahim ◽  
Essia Ries Ahmed ◽  
Mohammad Nizam Sarkawi ◽  
Abdul Rahman Jaaffar ◽  
Jauriyah Shamsuddin
Keyword(s):  
Risk Management ◽  
Operational Risk ◽  
Hazard Identification ◽  
Product Complexity ◽  
Content Type ◽  
Operational Risk Management ◽  
Customer Complaints ◽  
Bank Branches ◽  
Significant Relationships ◽  
The Relationship

PurposeThe purpose of this paper is to examine the relationship between operational risk management and customer complaints. It also determines whether product complexity moderates the relationship between the operational risk management and customer complaints.Design/methodology/approachThis study utilizes a quantitative method: quantitative data were collected using a questionnaire. The population of this study is 1,845 local conventional bank branches based in Malaysia.FindingsThe findings revealed that components of operational risk management, namely practice of hazard identification and formulation of implementation of risk control, have negative and significant relationships with customer complaints. Empirical evidence confirmed the moderating effects of product complexity on the relationship between operational risk management and customer complaints.Originality/valueFrom the perspective of developing countries, the main contribution of this study is the elucidation of the effect of operational risk management on customer complaints in commercial banks in Malaysia. This study confirmed the usability of the resource-based view theory in the banking industry, as well as operational risk management as a bank resource.

scholarly journals Analysis of Impacts of Operational Risk Management Practices on Banks’ Financial Performance: Study of Selected Commercial Banks in Nigeria

2020 ◽  
Vol 9 (1) ◽  
pp. 22-35
Author(s):  
Diekolola Oye
Keyword(s):  
Risk Management ◽  
Financial Performance ◽  
Commercial Banks ◽  
Management Practices ◽  
Secondary Data ◽  
Operational Risk ◽  
Multiple Regression Model ◽  
Performance Study ◽  
Operational Risk Management ◽  
The Impact

Increase in losses borne by banks as a result of inadequate operational risk management practices and the adverse impact on banks’ financial performance has been a major concern to bank management and regulators. This study analysed the impact of operational risk management practices on the financial performance of commercial banks in Nigeria. 10-years (2008 - 2017) secondary data extracted from audited financial statements of selected commercial banks in Nigeria was used for the study. The data was analysed using the Linear Multiple Regression Model. The results showed that there is a positive relationship between operational risk management and the financial performance of banks. The findings revealed that sound operational risk management practices impact positively on the financial performance of banks. We, therefore, recommend that banks’ management should deploy adequate resources towards understanding operational risk to ensure sound operational risk management and improved financial performance of banks.

scholarly journals Do operational risk and corporate governance affect the banking industry of Pakistan?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Komal Altaf ◽  
Huma Ayub ◽  
Malik Shahzad Shabbir ◽  
Muhammad Usman
Keyword(s):  
Risk Management ◽  
Corporate Governance ◽  
Commercial Banks ◽  
Operational Risk ◽  
Primary Data ◽  
Monitoring And Control ◽  
Content Type ◽  
Operational Risk Management ◽  
And Control ◽  
The Impact

PurposeDue to increase in operational risk, banks are facing huge losses. In order to avoid losses, banks need to manage operational risk. This study aims to analyze the impact of operational risk management (ORM) processes, which include identification, assessment, analysis, monitoring and control in the presence of corporate governance (CG) that can also contribute to effective ORM practices.Design/methodology/approachOperational risk management processes are used to manage operational risk along with CG. Primary data are collected through questionnaire from (167) operational risk managers of commercial banks. Multiple linear regressions has been run to analyze the data.FindingsResults indicate significant impact of CG and operational risk identification (ORI), monitoring and control on ORM practices in commercial banks of Pakistan.Originality/valueThe study suggests policy makers to improve the ORM framework by CG. Beside this, in order to lessen operational risk, proper identification, monitoring and control of operational risk could also contribute.

Perceived Operational Risk Management and Customer Complaints in Malaysian Conventional Banking Industry

2015 ◽  
Vol 21 (4) ◽  
pp. 745-750 ◽  
Author(s):  
Noor Fareen Abdul Rahim ◽  
Hasnah Haron ◽  
Siti Rohaida Mohamed Zainal
Keyword(s):  
Risk Management ◽  
Negative Relationship ◽  
Operational Risk ◽  
Hazard Identification ◽  
Resource Base ◽  
Operational Risk Management ◽  
Customer Complaints ◽  
Bank Branches ◽  
The Relationship ◽  
Survey Questionnaires

The management of operational risk is not a new practice; it has always been important for banks to try to prevent fraud, and reduce errors in transaction processing in order to preserve the best quality services for their customers, and also to reduce huge losses. Ignoring the errors and operational risk will lead to customer complaints, losing potential and remaining customers and will jeopardize the bank sustainability in the long run. Thus the objective of this study is to investigate the relationship between perceived operational risk management and customer complaints. Resource Base theory is use in examining the relationships between perceived operational risk management and customer complaints. The survey questionnaires were emailed to branch managers and assistant managers of 650 local commercial bank branches across Malaysia and 132 fully completed survey questionnaires were received. Data was analyzed using multiple regressions. The study found that the banks have perceived operational risk management with a mean of 4.56, and can be concluded as very important in bank branches across Malaysia. As for the relationship of perceived operational risk management to customer complaints, it was found that the practice of hazard identification and formulation of implementation of risk control has a significant negative relationship to customer complaints as hypothesized. From the present study, management can formulate policies or strategies that can be used to mitigate risk in the bank and to enhance customer satisfaction in terms of services rendered by the tellers.

Information Security Aspect of Operational Risk Management

2009 ◽  
Vol 1 (2) ◽  
pp. 45-60 ◽  
Author(s):  
Janusz Zawiła-Niedźwiecki ◽  
Maciej Byczkowski
Keyword(s):  
Risk Management ◽  
Information Security ◽  
Organizational Structure ◽  
Operational Risk ◽  
The Other ◽  
Security Measures ◽  
Operational Risk Management ◽  
Hand Shaping ◽  
Product Service ◽  
The One

Information Security Aspect of Operational Risk ManagementImproving organization means on the one hand searching for adequate product (service) matched to the market, on the other hand shaping the ability to react on risks caused by that activity. The second should consist of identifying and estimating types of risk, and consequently creating solutions securing from possible forms of it's realization (disturbances), following rules of rational choice of security measures as seen in their relation to costs and effectiveness. Activities of creating the security measures should be organized as constantly developing and perfecting and as such they need formal place in organizational structure and rules of management

Impact of Ownership and Size on Operational Risk Management Practices: A Study of Banks in India

2017 ◽  
Vol 18 (3) ◽  
pp. 795-810 ◽  
Author(s):  
Deepak Tandon ◽  
Yogieta S. Mehra
Keyword(s):  
Risk Management ◽  
Factor Analysis ◽  
Data Collection ◽  
Management Practices ◽  
Operational Risk ◽  
Test Reliability ◽  
Operational Risk Management ◽  
Data Collection And Analysis ◽  
Loss Data ◽  
The Impact

The financial crisis and resulting failure of large banks worldwide has shaken the entire world. Improper management of operational risk has been touted as one of the reasons for this failure. In light of the rising importance of operational risk management (ORM) in banks, the study explores the range of ORM practices followed by a cross section of Indian banks and compares them with the banks worldwide. The study also analyses the impact of size and ownership of banks on these practices. Reliability analysis using Cronbach alpha model, Kaiser–Meyer–Olkin (KMO) measure of sampling adequacy and Bartlett’s test of sphericity was used to test reliability of questionnaire and justifies the use of factor analysis. Factor analysis was performed to extract the most important variables in ORM. The small size of bank was observed to be a deterrent to deep involvement of operational risk functionaries, collection and usage of external loss data and data collection and analysis. Further, the performance/preparedness of public sector and old private sector banks lagged behind peers in usage of key reporting components, such as risk and control self-assessment (RCSA), key risk indicators (KRI), scenarios, collection and usage of external loss data, data collection and analysis and quantification and modelling of operational risk.

scholarly journals Operational Risk Management under Basel II - The Case of An Binh Joint Stock Bank

2016 ◽  
Vol 19 (4) ◽  
pp. 108-126
Author(s):  
Trung Quoc Trinh ◽  
Thuy Thu Pham
Keyword(s):  
Risk Management ◽  
Financial Services ◽  
Commercial Banks ◽  
Banking System ◽  
Operational Risk ◽  
Business Environment ◽  
Basel Ii ◽  
Global Market ◽  
Local Market ◽  
Operational Risk Management

In order to enhance commercial banks’ safety in financial services, Basel Committee on Banking Supervision issued a framework on operational risk management under Basel II. In an ever riskier business environment, it is necessary for Vietnam’s commercial banks to increase their competencies in risk management, especially in operational risk management. This is to ensure a sustainable development for banks in the local market and in the global market as well. In recent years, Vietnam’s commercial banks have developed systems for operational risk management. Therefore, the performance assessment is of importance to improve and enlarge applications on operational risk management, from perceptions, corporate’s culture, procedures to other supportive measures on the field of risk management in Vietnam’s banking system.

scholarly journals THE EFFECT OF OPERATIONAL RISK MANAGEMENT PRACTICES ON THE FINANCIAL PERFORMANCE IN COMMERCIAL BANKS IN TANZANIA

2016 ◽  
Vol 1 (1) ◽  
pp. 29
Author(s):  
Kerongo Maatwa Meshack ◽  
Rose Wairimu Mwaura
Keyword(s):  
Risk Management ◽  
Credit Risk ◽  
Financial Performance ◽  
Commercial Banks ◽  
Management Practices ◽  
Operational Risk ◽  
Operational Efficiency ◽  
Primary Data ◽  
Operational Risk Management ◽  
Insolvency Risk

Purpose: The purpose of the study was to determine the effect of operational risk management practices on the financial performance in commercial banks in TanzaniaMethodology: The research problem was studied by use of a descriptive research design. The population of the study consisted of all commercial banks in Tanzania. The study used the sample size of 34 commercial banks in Tanzania. Therefore all the commercial banks participated in equally. Questionnaires were the primary data collection tool in this study. The data gathered from the respondents shall be analyzed and presented using descriptive statistics.Results: The study found that the three independent variables in the study credit risk, Insolvency risk and Operational efficiency influenced the financial performance for the period under study. Credit risk Insolvency risk   and Operational efficiency influenced commercial banks financial performance for the period of study.Unique contribution to theory, practice and policy: This study therefore recommends that the commercial banks should handle their operations appropriately as the changes in the factors like Insolvency and Credit risk bring about an effect on the profitability of commercial banks hence affecting their financial performance

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