scholarly journals The Impact of the Financial Crisis on Business Ethics in the Banking Sector: A Case Study from Slovakia

2013 ◽  
Vol 13 (3) ◽  
pp. 111-131 ◽  
Author(s):  
Jaroslav Belás
Keyword(s):  
Financial Crisis ◽  
Customer Satisfaction ◽  
Business Ethics ◽  
Banking Sector ◽  
Commercial Banking ◽  
Low Level ◽  
Level Of Satisfaction ◽  
Bank Employees ◽  
Moral Attitudes ◽  
The Impact

Abstract The importance of ethical standards for financial markets is based on the purpose of commercial banks and other financial institutions which operate with money of others. Besides significant economic implications, the financial crisis has also revealed considerable lack of moral values in commercial banking, which has been reflected by a very unscrupulous approach of bankers to their clients. The crisis has also caused a fundamental turnaround in public opinions on commercial banking and increased the pressure on application of moral principles in banking, which represents an appropriate complement of banking regulations. The aim of this article is to determine the basic attributes of business ethics in commercial banking and quantify changes in moral attitudes of bank employees in Slovakia through own research, which occurred during the financial crisis. Moral attitudes of bank employees are analyzed in relation to reaching customer satisfaction. The research focuses on identificating satisfaction of bank employees and also on how their satisfaction reflects acceptance of customers’ needs. A part of the research also deals with evaluation of customer satisfaction in the same timeframe. The results of our empirical research show that the low level of satisfaction and loyalty of bank employees is transferred to the low acceptance rate of customer need to sell bank’s products in the banking sector in Slovakia. The low level of satisfaction and loyalty has also caused a decline in the overall customer satisfaction. Index of personal satisfaction of bank’s customers has slightly increased in the examined period, but its current level is still very low.

scholarly journals Effects of Service Quality on Customer Satisfaction in Nepalese Commercial Banks

2018 ◽  
Vol 24 (1-2) ◽  
pp. 1-16
Author(s):  
Achyut Gnawali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Joint Venture ◽  
Commercial Banking ◽  
Secondary Sources ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Attitudes ◽  
The Impact

 Service Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today's competitive market. This study has tried to discover the impact of service quality on customer satisfaction in Nepalese commercial bank. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting survey. The sample size is 392 and is chosen on a convenient basis. Data has been analyzed by using SPSS software (version: 22).Both primary and secondary sources of data are collected and used. Result of the study shows that tangibility, reliability, responsiveness, assurance and empathy significantly and positively influence customer attitudes in terms of satisfaction, i.e. service quality dimensions are crucial for customer satisfaction in public, private and joint venture commercial banking sector in Nepal.The Journal of Development and Administrative Studies (JODAS) Vol. 24 (1-2), pp. 1-16

Impact of Training and Development Programmes on the Productivity of Employees in the Banks

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
Jaspreet Kaur
Keyword(s):  
Regression Analysis ◽  
Banking Sector ◽  
Human Resources Management ◽  
Training And Development ◽  
Linear Forms ◽  
Knowledge And Skills ◽  
Resources Management ◽  
Level Of Satisfaction ◽  
Log Linear ◽  
The Impact

Manpower training and development is an important aspect of human resources management which must be embarked upon either proactively or reactively to meet any change brought about in the course of time. Training is a continuous and perennial activity. It provides employees with the knowledge and skills to perform more effectively. The study examines the opinions of trainees regarding the impact of training and development programmes on the productivity of employees in the selected banks. To evaluate the impact of training and development programmes on productivity of banking sector, multiple regression analysis was employed in both log as well as log-linear forms. Also the impact of three sets of training i.e. objectives, methods and basics on level of satisfaction of respondents with the training was also examined through employing the regression analysis in the similar manner.

scholarly journals The impact of risk factors on the financial performance of the commercial banking sector in Barbados

2018 ◽  
Vol 7 (1) ◽  
pp. 76-93 ◽  
Author(s):  
Anthony Wood ◽  
Shanise McConney
Keyword(s):  
Risk Factors ◽  
Credit Risk ◽  
Financial Performance ◽  
Banking Sector ◽  
Negative Impact ◽  
Interest Rate Risk ◽  
Commercial Banking ◽  
Country Risk ◽  
Risk Variable ◽  
The Impact

The objective of this paper is to determine the impact of risk factors on the financial performance of the commercial banking sector in Barbados using quarterly data for the period 2000 to 2015. The empirical results indicate that Capital Risk, Credit Risk, Liquidity Risk, Interest Rate Risk and Operational Risk have statistically significant impacts on financial performance. The only risk variable which does not derive this result is Country Risk. In addition, of those variables which proxy external factors, only GDP Growth has a statistically insignificant influence on financial performance. Credit risk exerted a negative impact on the banks’ financial performance, thus the banks must ensure they adopt appropriate measures to minimise the impact of this risk. Higher levels of capital impacted positively on the banking sector’s profitability. This paper is the first effort employing such an extensive dataset based on Barbados’ commercial banking sector and shows the main factors that influence commercial banks’ financial performance in this developing economy.

What Has Not Changed

2019 ◽  
pp. 209-239
Author(s):  
Huw Macartney
Keyword(s):  
Financial Crisis ◽  
Business Models ◽  
Banking Sector ◽  
Value Added ◽  
Financial Sector ◽  
Quantitative Easing ◽  
The Real ◽  
Anglo American ◽  
The Impact

This chapter begins by explaining that financialization since the financial crisis has continued. The chapter then shows how the real culture of banking has not changed as a result. It examines the business models of the largest Anglo-American banks and the impact of Quantitative Easing to show the disconnect between the banks and their respective economies. It then examines rising household indebtedness, and the lending practices of the banks that exploit the heavily indebted. Finally it explores pay in the financial sector, showing that fixed and variable remuneration remain out of proportion to the value-added of the banking sector, and disproportionately high compared to pay in most other sectors. The conclusion we should draw is that bank culture has actually changed very little.

NJ Transit’s MidTOWN Direct Service: Are Customers Satisfied?

1998 ◽  
Vol 1623 (1) ◽  
pp. 121-126
Author(s):  
Janice Pepper ◽  
Ana Ray
Keyword(s):  
Customer Satisfaction ◽  
Measurement Techniques ◽  
Fine Tuning ◽  
Regional Impacts ◽  
Level Of Satisfaction ◽  
Service Option ◽  
Key Driver ◽  
Key Drivers ◽  
The Impact ◽  
Rail Service

NJ TRANSIT routinely sets service quality goals, monitors them, and uses the results to improve service. To support this business practice, NJ TRANSIT conducts customer satisfaction surveys of rail customers to understand customers’ needs and their level of satisfaction. On June 10, 1996, NJ TRANSIT initiated new rail service on its Morris and Essex rail lines called MidTOWN DIRECT. To assess the regional impacts of this major transit investment and to gain a better understanding of customers’ response to the new service, NJ TRANSIT conducted a survey of riders that included a customer satisfaction component. This study provided an opportunity for NJ TRANSIT to test the impact on customer satisfaction of introducing a new service option in a corridor that had well-established rail service. The study also provided insights into designing customer satisfaction measurement techniques for application during and after the implementation of significant new service offerings. To determine satisfaction levels of customers regarding the new service on the Morris and Essex Lines, and to determine whether the key drivers of satisfaction had changed, several statistical analyses were conducted. Several significant findings resulted from this customer satisfaction study. Several components of the MidTOWN DIRECT rail service required fine-tuning, especially with regard to frequency, on-time performance, and mechanical reliability. Although the satisfaction ratings were lower than initially expected, the availability of key driver satisfaction data can provide fast, targeted direction for service improvements that will pay the greatest dividends with customers.

Book Reviews

2015 ◽  
Vol 53 (3) ◽  
pp. 681-682
Keyword(s):  
Financial Crisis ◽  
Asset Management ◽  
Banking Sector ◽  
Harvard University ◽  
Subprime Crisis ◽  
Finance Industry ◽  
Historical Perspectives ◽  
University Of Cambridge ◽  
The University ◽  
The Impact

Bruno S. Sergi of University of Messina and Harvard University reviews “The Philosophy, Politics and Economics of Finance in the 21st Century: From Hubris to Disgrace”, by Patrick O'Sullivan, Nigel F. B. Allington, and Mark Esposito. The Econlit abstract of this book begins: “Twenty-four papers explore topics regarding the philosophy, politics, and economics of finance and present insights into the workings of contemporary finance and its regulation in the early twenty-first century. Papers discuss the nadir of 2008 and its aftermath; asset management—some considerations on performance; risk in the age of crises; financialization; whether Islamic finance is a complement to conventional western finance—underlying principles and viability; stakeholder expectation and its role in decision making in the financial sector; the impact of the subprime financial crisis on the Eastern European transition economies, and why Poland is an outlier; China as cause and victim of the US subprime crisis—the crisis and its impact on China and the Asian economies; default invariance—a naive category theory of law and finance; why Europe needs the liberal Keynes; neologism as theoretical innovation in economics—the case of “financialization”; ethics—from negative regulations to fidelity to the event; the bank, its societal functions, and its practices—conflictual relationships between an economic agent and democracy; the sufficiency economy—a Thai response to financial excesses; ethics should not cloud business or financial decisions—the enduring power of the neoclassical paradigm; regulation and fraud—a critical assessment of accounting information, corporate governance, and complex systems of business control; the psychology of unethical behavior in the finance industry; financial liberalism and new institutional environment—the 2007-08 financial crisis as a (de)regulatory deadlock; naturalizing techniques and naturalized discourses—thoughts on the media's role in the Great Recession; initially less obvious areas where financial interests and pressures are exercising a subtle and perhaps more ideologically charged influence on private or public policy choices; thinking well about financial ethics; developing country perspectives—a look at the Nigerian banking sector crisis; theological and historical perspectives on contemporary accounting; and where finance is headed and how finance and its role in the economy ought ideally to evolve.” O'Sullivan is Professor of Business Ethics and Corporate Social Responsibility at Grenoble École de Management and the University of Warsaw. Allington is Professor of Applied Macroeconomics at Grenoble École de Management and Fellow and Director of Studies in Economics in Downing College at the University of Cambridge. Esposito is Associate Professor of Business and Economics at Grenoble École de Management, a member of the teaching faculty at the Harvard University Extension School, and Senior Associate at the University of Cambridge-CISL.

The Level of Customer Satisfaction of Commercial Banking Sector in Cambodia

2018 ◽  
Vol 24 (5) ◽  
pp. 3374-3377
Author(s):  
Chhon Kim Chhean ◽  
Sujinda Chemsripong ◽  
Amir Mahmood
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Commercial Banking

The Impact of Government Intervention in Banks on Corporate Borrowers’ Stock Returns

2013 ◽  
Vol 48 (5) ◽  
pp. 1635-1662 ◽  
Author(s):  
Lars Norden ◽  
Peter Roosenboom ◽  
Teng Wang
Keyword(s):  
Financial Crisis ◽  
Stock Market ◽  
Stock Returns ◽  
Banking Sector ◽  
Positive Impact ◽  
Support Programs ◽  
Government Interventions ◽  
Stock Market Performance ◽  
The Impact ◽  
The U.S

AbstractWe investigate whether and how government interventions in the U.S. banking sector influence the stock market performance of corporate borrowers during the financial crisis of 2007–2009. We measure firms’ exposures to government interventions with an intervention score that is based on combined information on the firms’ structure of bank relationships and their banks’ participation in government capital support programs. We find that government capital infusions in banks have a significantly positive impact on borrowing firms’ stock returns. The effect is more pronounced for riskier and bank-dependent firms and for those that borrow from banks that are less capitalized and smaller.

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.

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