scholarly journals Factors Influence the Adoption of the Islamic Banking System: Customers Perception in Pakistan

ETIKONOMI ◽  
2019 ◽  
Vol 18 (2) ◽  
pp. 275-286
Author(s):  
Muhammad Masood Mir ◽  
Daniyal Iftikhar ◽  
Osama Ahsan ◽  
Nousheen Abbas Naqvi
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Banking Sector ◽  
Positive Impact ◽  
Banking System ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Analysis Tool ◽  
Customer Preferences

The purpose of this paper is to analyze customer perceptions of the banking sector after the advent of the Islamic banking system. This research uses structural equation modeling as its analysis tool. The results of the analysis illustrate that the range of customer service and the length of the bank-customer relationship has a positive impact on customer preferences in choosing Islamic banking. This study provides a framework not only for the banking sector but also for other organizations. This study is an effort so that each organizational policy is appropriate to get customer preferences and optimal results in the form of satisfied and loyal customers.JEL Classification: G21, G29

Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance

2015 ◽  
pp. 149-172
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine A. L. Yeap
Keyword(s):  
Market Orientation ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Positive Impact ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Relationship ◽  
Technology Trends

The Web hosting industry is characterized by the rapid growth of information technology trends as well as constantly growing competition. Market orientation and Customer Relationship Management (CRM) are thought of as key solutions to this predicament. Thus, the purpose of this study was to test the effect of market orientation on CRM implementation intensity and subsequently the effect of CRM implementation intensity on CRM performance. Data was collected via online questionnaires from 81 online Web hosting companies around the world and analyzed using Partial Least Squares structural equation modeling technique. The results indicated that market orientation had a significant positive impact on CRM implementation intensity and CRM implementation intensity had a direct positive influence on CRM performance. A test of mediation also confirmed that CRM implementation intensity mediated the relationship between market orientation and CRM performance. Implications of these findings are further explored.

The Effect of Pleasure and Arousal on Satisfaction and Word-of-Mouth: An Empirical Study of the Indian Banking Sector

2013 ◽  
Vol 38 (2) ◽  
pp. 95-104 ◽  
Author(s):  
Gopal Das
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Banking Sector ◽  
Positive Impact ◽  
Sampling Procedure ◽  
Equation Modeling ◽  
Public And Private Sector ◽  
The Impact

During the last decade, the Indian banking sector has shown a remarkable advancement in terms of innovation, growth, and value creation. Behind this development of the Indian banking sector, several factors like customer satisfaction and word-of-mouth (WOM) are responsible. Literature has reported that pleasure and arousal play an important role in customer satisfaction. Investigations have been carried out on the influence of pleasure and arousal on behavioural intentions including satisfaction and WOM. However, there has been no such study for the banking sector. This gap in research has motivated this study. This paper suggests a conceptual model in which pleasure and arousal directly influence satisfaction and WOM. It also tests the impact of satisfaction on WOM. Based on prior literature, several hypotheses stating the linkages among pleasure, arousal, satisfaction, and word-of-mouth were developed. Russell�s framework for pleasure and arousal (emotion) formed the basis of the model. For the purpose of the study, face-to-face interviews with a structured questionnaire were conducted to collect data. Participants included customers above 18 years from both public and private sector banks in three cities namely, Kolkata, Durgapur, and Haldia of West Bengal, India. Data collection was done with the use of area sampling procedure. Out of 500 questionnaires administered, about 310 questionnaires were useable for analysis. The data analysis was done with SPSS 19 and AMOS 18. Structural equation modeling (SEM) using AMOS 18 was applied to explore the links between the constructs in the conceptual model. The overall fit of the conceptual model was assessed using several indices furnished in the AMOS output. The fit index results suggested model fitness with the data. The results of the study indicate that: Pleasure has significant positive and negative impacts on satisfaction and WOM respectively. Arousal has significant negative and positive impact on satisfaction and WOM. Satisfaction has positive significant impact on WOM.

Customer-contact employees’ empowerment and customer performance

2019 ◽  
Vol 69 (9) ◽  
pp. 1833-1859
Author(s):  
Sarra Berraies ◽  
Rached Chtioui ◽  
Mehrez Chaher
Keyword(s):  
Performance Indicators ◽  
Structural Equation ◽  
Banking Sector ◽  
Two Dimensions ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Customer Contact ◽  
Content Type ◽  
Mediating Role

Purpose The purpose of this paper is to explore the relationship between the customer-contact employees’ (CCE) empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL) and word-of-mouth (WOM). The authors deepen the analysis by highlighting the mediating role of the dimensions of the customer relationship management (CRM) effectiveness in this link. The authors also investigate links between customer performance indicators. Design/methodology/approach An empirical study was carried out on the basis of a questionnaire administrated to a sample of 215 Tunisian bank CCE and 516 customers. Data analysis was performed using the structural equation modeling method. Findings Findings reveal that the CCE’ empowerment contributes to PSQ, CS and all the dimensions of CRM effectiveness which in turn are key factors of customer performance. This research also outlines the mediating role of two dimensions of the CRM effectiveness, namely, organizational commitment and customer experience between CCE’ empowerment and PSQ and CS, respectively. In addition, the study highlights that PSQ improves CS which is positively linked to CL. Finally, loyal customers tend to generate positive WOM. Originality/value Few studies have investigated the effects of the CCE’ empowerment on PSQ, CS, CL and positive WOM, especially in the banking sector. This research fills this gap by highlighting the mediating role of the dimensions of the CRM effectiveness in these links. This paper offers interesting insights to bankers by providing them with tools to improve their customers’ relationship. In this sense, banks must bet on the proximity of the CCE as a key asset that allows creating a real sense of closeness with customers and offers lighting to banks on how to create customized marketing approaches to ensure customer performance.

CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks

2020 ◽  
Vol 38 (5) ◽  
pp. 1081-1106 ◽  
Author(s):  
Hind Lebdaoui ◽  
Youssef Chetioui
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Structural Equation ◽  
Banking Industry ◽  
Positive Impact ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Content Type ◽  
Conventional And Islamic Banks

PurposeThis paper aims to examine a model that uses customer service quality as an intervening mechanism in the relationship between customer relationship management (CRM) practices and organizational performance in two different banking structures: conventional and Islamic. The study focuses on organizational and technological practices of CRM, as both have been demonstrated to be critical to CRM success.Design/methodology/approachThe analysis is based on responses from 247 managers from conventional banks and 141 managers from Islamic banks operating in Morocco using a self-administered questionnaire. The partial least squares structural equation modeling (PLS-SEM) technique is employed for data analysis.FindingsFindings demonstrate that customer service quality plays a mediating role between CRM practices (organizational and technological) and organizational performance in both conventional and Islamic banks. Our results confirm the positive impact of CRM practices on organizational performance in the two banking structures.Practical implicationsThis study enhances our understanding of how CRM practices contribute to improving customer service quality and organizational performance in both conventional and Islamic banks. Bank managers, who aim to deliver superior service quality and achieve customer satisfaction and retention, should capitalize on the benefits of implementing CRM organizational and technological practices.Originality/valueThe present paper bridges a gap pertaining to key practices and factors that impact CRM success in the banking industry. It is the first of its kind to investigate the effect of CRM practices on organizational performance with customer service quality as a mediating variable. The study also contributes to the field of CRM literature, as CRM has rarely been addressed in an Islamic banking context.

Adoption of information systems in organizations

2019 ◽  
Vol 33 (2) ◽  
pp. 265-284 ◽  
Author(s):  
Muhammad Arshad ◽  
Mariam Farooq ◽  
Sadia Afzal ◽  
Omer Farooq
Keyword(s):  
Information Systems ◽  
Structural Equation ◽  
Banking Sector ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Institutional Pressures ◽  
Content Type ◽  
Positive Effects ◽  
New Information ◽  
Cultural Orientations

Purpose The purpose of this paper is to determine the factors influencing the adoption of new information systems (IS) in organizations. Based on the institutional theory, this research proposes that organizations may induce their employees to adopt new IS by creating three types of institutional pressure: coercive, normative and mimetic. It is further argued that the effects of these three institutional pressures on employees’ new IS usage depend on their cultural orientations. Design/methodology/approach Model testing relies on data collected from 370 banking sector employees during the implementation of a new “customer relationship management” system. The hypothesized model was tested by using the structural equation modeling technique in MPlus 7.0. Findings The findings of this research reveal that institutional pressures (coercive, normative and mimetic) have positive effects on employees’ attitudes to using the new IS, which, in turn, positively influences their IS usage. In addition, collectivism strengthens the positive effect of coercive and normative forces on attitudes to using the new IS. Conversely, collectivism weakens the effect of the mimetic force on employees’ attitudes to using the new IS. Originality/value This research is among pioneering studies that explain the effect of institutional pressures (coercive, normative and mimetic) on employees’ IS usage. It is the first study of its nature that demonstrates that each of the three institutional pressures has differential effects on employees with highly collectivist orientations in comparison with employees with low collectivist orientations.

scholarly journals Authentic Leadership and Service Innovative Behavior: Mediating Role of Proactive Personality

SAGE Open ◽  
2021 ◽  
Vol 11 (1) ◽  
pp. 215824402198962
Author(s):  
Ozlem Uzunsaf Yamak ◽  
Serife Zihni Eyupoglu
Keyword(s):  
Structural Equation ◽  
Authentic Leadership ◽  
Banking Sector ◽  
Positive Impact ◽  
Critical Role ◽  
Proactive Personality ◽  
Equation Modeling ◽  
Innovative Behavior ◽  
Mediating Role ◽  
North Cyprus

The present study aims to examine the effect of authentic leadership (AL) on service innovative behavior (SIB) of employees as well as to identify whether proactive personality (PP) mediates this connection at an individual level. The quantitative cross-sectional study design was utilized to gather information from a study sample which consisted of 428 front-line employees (FLE) working at banks located in North Cyprus. Specifically, the study uses confirmatory factor analysis (CFA), correlation, structural equation modeling (SEM), and bootstrapping techniques to test the hypothesized relationships. The results reveal that both AL and PP have a significant positive effect on SIB; AL has a positive impact on PP of FLE, and PP plays a partial mediating role between AL and SIB of FLE. By relating the study findings, authenticity and proactivity in the banking sector in North Cyprus play a critical role in fostering the innovative behaviors of FLE. The study also discusses the practical and managerial implications, as well as the future scope.

scholarly journals The Relationship between CRM Strategy and Customer Satisfaction in Rice Business in North-Eastern Thailand

2021 ◽  
Vol 56 (2) ◽  
pp. 430-442
Author(s):  
Chayanan Kerdpitak
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Structural Equation ◽  
Business Performance ◽  
Primary Objective ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Research Approach ◽  
Customer Data ◽  
North Eastern

A combination of strategies, practices, and technologies to analyze and manage customer data and interaction throughout the customer lifecycle by the organizations is known as customer relationship management (CRM). The primary objective of CRM is to enhance customer retention, increase customer service relationships, and boost sales growth. According to the current study, CRM strategy, or the organizations involved in the rice business, directly impact customer satisfaction and business performance, particularly in North Eastern Thailand. CRM strategies, such as sales, feedback, marketing, and support, positively impact customer satisfaction and business performance. Hence, this research was carried out to investigate a fundamental factor influencing the business performance of rice production in the northeast of Thailand. The conceptual framework was developed from the competitive advantage theory of business organizations and other contemporaneous research in rice business performance. Accordingly, the study considered the importance of sales, marketing, support, feedback, and customer satisfaction employing a quantitative research approach. A questionnaire was used for data collection from 420 managers of the rice business of community enterprises in Northeastern Thailand. Finally, data were analyzed using structural equation modeling (SEM) to examine the actual rice business performance of the organizations studied through all operational links in the CRM. It is concluded that increased sales, feedback, marketing, and sales increase customer satisfaction and the concerned organizations’ business performance. The current study is an excellent contribution for the practitioners to improve their business performance.

scholarly journals PENGARUH PERCEIVED ORGANIZATONAL SUPPORT, KEPUASAN KERJA, DAN KOMITMEN ORGANISASI TERHADAP INTENTION TO QUIT PADA GENERASI Y (MILLENNIALS)

2019 ◽  
Vol 2 (1) ◽  
pp. 16-33
Author(s):  
Endhar Priyo Utomo
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Generation Y ◽  
Organizational Support ◽  
Structural Equation ◽  
Perceived Organizational Support ◽  
Banking Sector ◽  
Intention To Quit ◽  
Equation Modeling ◽  
Analysis Tool

This study aims to analyze what factors can reduce the level of intention to quit on generation Y banking employees by increasing variables perceived organizational support, job satisfaction, through organizational commitment. From the existing research problems explain how to reduce the level of intention to quit for Generation Y employees in the banking sector in the city of Semarang.The number of samples in this study were 130 respondents but those who were willing to fill out questionnaires were 120 respondents. The sample determination was determined by the Non Probability Sampling method. The sample in this study is generation Y employees in the banking sector in Semarang City. The analysis tool used in this study uses Structural Equation Modeling (SEM).The results in this study indicate that the influence of the variable Perceived Organizational Support, Job Satisfaction on Organizational Commitment is positive and significant. The second result in this study shows that the Perceived Organizational Support, Job Satisfaction with Intention to Quit is negative and significant. The third result in this study shows that the Organizational Commitment to Intention to Quit is negative and significant..

scholarly journals The Increase of Satisfaction and Loyalty with Antecedents of Trust, Perceived Value, Price for Simpati Card Customers [Peningkatan Kepuasan dan Loyalitas dengan Anteseden Kepercayaan, Nilai Yang Dipersepsikan, Harga pada Pelanggan Kartu Simpati]

2019 ◽  
Vol 2 ◽  
pp. 398
Author(s):  
Mahmud Mahmud ◽  
Tiva Khoirunissa
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Positive Impact ◽  
Perceived Value ◽  
Equation Modeling ◽  
Analysis Method ◽  
The City

This study aims primarily at increasing Customer Loyalty through Trust, Perceived Value and Price for Simpati card customers in Semarang. Respondents who are the object of research are customers who use Simpati card customer service. Determination of the sample using the Purposive Sampling method obtained a sample of 180 respondents. Data collection uses questionnaires that are filled independently by respondents. The analysis used is the analysis method of Structural Equation Modeling (SEM). The results of this study prove that: Trust, perceived value and price have a positive and significant influence on satisfaction. While Trust, perceived value, price, and satisfaction have a positive impact on customer loyalty. The trust variable is the most effective variable in increasing Sympathy Card Customer Loyalty in the City of Semarang through customer satisfaction compared to the perceived value and price.

scholarly journals Moderating Role of Person Job-Fit Facet between Hierarchical Plateau and Turnover Intention

2021 ◽  
Vol 15 (2) ◽  
pp. 176-190
Author(s):  
Ramesh Kumar ◽  
Waqar Akbar ◽  
Naveed R. Khan
Keyword(s):  
Turnover Intention ◽  
Structural Equation ◽  
Banking Sector ◽  
Positive Impact ◽  
Equation Modeling ◽  
Job Fit ◽  
Industrial Sectors ◽  
The Impact ◽  
Moderating Role

This study aims to examine the impact of hierarchical plateau on turnover intention with moderating role of person job-fit facet. Hierarchical plateau is a point of an individual's career life where the probability of being promoted further is low. The theory of work adjustment (TWA) is applied in this research study which measures that satisfaction level of an employee and leaving a company when needs and desired system of the person and the organization system mismatched at the workplace. Overall 260 employees participated by filling the self-administrated questionnaires from three different industrial sectors of Karachi, Pakistan including banking sector, pharmaceutical and insurance employees but result of completely and accurately filled questionnaires of 223 employees were tested. The results are generated through using Structural Equation Modeling (PLS-SEM) technique. The results show that hierarchical plateau has positive impact on turnover intention. However, moderating role of person job fit facet (neither demand abilities nor need supplies) moderates' relationship between independent and dependent variable. This study provides a model to management leaders and practitioners who can extremely look into this growing issue not only in Pakistan but worldwide. Certain actions need to be implemented by management to foster a positive attitude towards turnover intention through proper recruitments, development strategies and career training programs over the span of time. Furthermore, the study also provides the guidelines to HR departments to design the policies to resolve hierarchical plateau issues in their organization.

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