Impact of the Digital Transformation Process on Bank Relationships With Customers

2021 ◽  
pp. 61-68
Author(s):  
C. Suresh
Keyword(s):  
Banking Sector ◽  
Banking Industry ◽  
Transformation Process ◽  
Digital Transformation ◽  
Modern World ◽  
Digital Era ◽  
The Relationship

Modern world digitalization is inevitable. The role of digitalization in the banking sector has altered customers' preferences and demands. The latest innovation and developments in the digital era have affected the banking industry and the effects on the relationship between customers and banks. The banks' new digital focus has to be aligned with other factors in the banks for them to function effectively. The purpose of this study is to investigate how the banks' relationship with customers is affected by this digital focus. It indicates that the relationship with customers has become less personalized and more automated. It also shows that an alignment in the bank has contributed to increased satisfaction among digitally oriented customers.

Impact of Service Innovation on Customer Satisfaction: An Evidence from Pakistani Banking Industry

2019 ◽  
Vol 5 (2) ◽  
pp. 125-140 ◽  
Author(s):  
Rimsha Kanwal ◽  
Salman Yousaf
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Banking Sector ◽  
Banking Industry ◽  
Service Innovation ◽  
Moderation Effect ◽  
Expectation Disconfirmation ◽  
The Relationship ◽  
Moderating Role

The purpose of this study is to appraise the linkage between service innovation (SI), customer value creation (CVC), and customer satisfaction (CS) with a specific focus on the Pakistani banking sector. In addition, the study evaluates the moderating role of brand equity (BE) fit between SI and CS. A survey is conducted on 250 customers from commercial banks in Pakistan and scales were acquired from past literature. The study showed that CVC mediates the relationship between SI and CS. Therefore, SI must create value for their customers in order to enhance CS. Moreover, BE has a partial positive moderation effect on the relationship bewteen SI and CS. By relating to the findings, managers of firms should focus on SI that adds to or create holistic value for their customers, which ultimately increase the CS level. This study relies on two theories, which include signaling theory and expectation disconfirmation theory to explain how SI in Pakistani banking sector creates customer value which achieves CS. The other uniqueness of the study is that it will be helpful for researchers by giving baseline regarding BE effect as a moderator between SI and CS in Pakistani banking industry.

سحوق العمل العراقي من التقليدية الى الرقمية – تحديات ومعالجات

2021 ◽  
Vol 2021 (69) ◽  
pp. 114-130
Author(s):  
هند عبد المجيد حمادي
Keyword(s):  
Human Capital ◽  
Labor Market ◽  
Labor Markets ◽  
Digital Technology ◽  
Digital Technologies ◽  
Transformation Process ◽  
Digital Transformation ◽  
Technology Sector ◽  
The Relationship

The study confirms that digital technologies have become closely related to labor markets, by providing the labor market with qualifications, human capital with skills and high experience, and on the efficiency of the performance of the digital transformation process, and therefore the hypothesis of the study is based on the existence of positive repercussions for the digital economy and investment in it in order to address the challenges that Facing the Iraqi labor market and then the digital transformation process, the study aims to demonstrate the reality of the digital technology sector in the Iraqi labor market by monitoring the qualitative indicators related to digital transformation, and then analyzing the reality of the relationship between digital technologies and the labor market. The importance of the study lies in the link between digital technologies and the labor market and the role of digital technologies in stimulating the labor market.

Examining the relationships among service features, customer loyalty and switching barriers in the Greek banking sector

2017 ◽  
Vol 9 (3/4) ◽  
pp. 425-440 ◽  
Author(s):  
Eleni Koutsothanassi ◽  
Nancy Bouranta ◽  
Evangelos Psomas
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking Industry ◽  
Content Type ◽  
Switching Barriers ◽  
The Relationship

Purpose The aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single personality dimension (neuroticism) in the relationship between service features and customer loyalty. In addition, examining whether the customer’s switching barriers affect customer loyalty is also an aim of the present study. Design/methodology/approach A structured questionnaire was used to collect data from a sample of 224 customers in the banking industry in Greece. The respondents were picked using simple random sampling. Exploratory and confirmatory factor analyses were used to validate the latent factors of the proposed conceptual framework, whereas their relationships were examined through linear regression analyses. Findings The empirical data verify that physical and interactive features of service quality have a significant impact on customer loyalty. The study also concludes that customer neuroticism has an intervening effect on the relationship between service features and customer loyalty. In addition, switching barriers such as confidence benefits, special treatment benefits, switching costs and availability and attentiveness of alternatives affect a bank’s customer loyalty. Practical implications This perspective could improve managerial understanding of the service-quality/customer-loyalty relationship and lead to more focused decisions. During the period of economic Greek crisis, the customers’ learning and understanding, the immediate response to their needs and expectations, the provision of customer services in accordance with their personality type and the establishment a long and effective relationship with them may have an important impact not only on success but also mainly on bank survival. Originality/value Previous studies have shown the positive and significant relationship between customer satisfaction and loyalty in the banking industry, but this study extends the literature of consumer behavior theory by examining the distinct role that the physical and interactive service features play in the formation of customer loyalty. While it is known the role of personality in customer satisfaction has not been analyzed sufficiently the effect of neuroticism in the evolution of the above relationship. The present study tries to fill the bibliographic gap focusing on the Greek banking sector in the period of economic crisis.

scholarly journals The Evolving Role of IT Departments in Digital Transformation

2018 ◽  
Vol 10 (10) ◽  
pp. 3706 ◽  
Author(s):  
Che-Chuan Hsu ◽  
Rua-Huan Tsaih ◽  
David Yen
Keyword(s):  
Information And Communication Technologies ◽  
Organizational Transformation ◽  
Dominant Role ◽  
Digital Transformation ◽  
Leadership Role ◽  
Digital Era ◽  
Information And Communication ◽  
It Departments ◽  
Role Of It

In the digital era, organizations are increasingly tasked with creating and utilizing new content, applications, and/or services through the use of advanced information and communication technologies (ICT) to sustain a competitive advantage. Indeed, sustainability is now an embedded and overarching feature of organizations’ strategic planning. Research has shown that information technology (IT) departments are vital to organizations’ digital transformation. However, the role of IT departments in non-ICT-oriented organizations undergoing digital transformation has yet to be explored. Our study reveals that although the IT departments of non-ICT-oriented organizations play an important and proactive role in the early stages of organizational transformation and a dominant role in developing ICT capabilities, they will be unable to assume a leadership role within the organizations after transformation is complete.

Exploring relationships among ethical climate types and organizational commitment

2017 ◽  
Vol 9 (1) ◽  
pp. 20-40 ◽  
Author(s):  
Japneet Kaur
Keyword(s):  
Organizational Commitment ◽  
Employee Turnover ◽  
Ethical Climate ◽  
Banking Sector ◽  
Banking Industry ◽  
Negative Impact ◽  
Predictive Ability ◽  
Content Type ◽  
The Relationship ◽  
Three Components

Purpose Indian banking sector is facing a number of challenges, and increasing number of corporate frauds and employee turnover are among the top list. Literature reveals that gaining insights about ethical climate may provide a possible solution and relief from the challenges being faced. This paper aims to contribute to the understanding of the prevalent various ethical climate types in the Indian banking industry. Furthermore, it presents interesting results by investigating the effect of five theorized ethical climate types on organizational commitment along with its three components in the banking sector. Design/methodology/approach This empirical research encompasses a descriptive research design. Sample uses 266 respondents from four prime banks of the Indian banking industry. Findings Statistical analyses unveiled that all five conceptualized ethical climate types are prevalent in the Indian banking industry. However, the perception of employees for caring climate was the highest among all others. In contrast to the results reported by Western studies, this research reveals a strong negative impact of instrumental climate on affective commitment. Furthermore, it has been seen that instrumental climate is a significant predictor for the three components of commitment (affective, continuance and normative). However, it fails to predict the overall organizational commitment construct. Likewise, opposed to findings of Western countries, law and code, rules and independent climate types have shown significant relationship and impact on organizational commitment for Indian banking sector employees. It has been found that different commitment components are predicted by a diverse mix of climate types in India. Practical implications Findings highlight varying strength of relationship and predictive ability of different ethical climate types with commitment. This helps in elucidating that managers and top executives should focus on building an ethical work environment to warrant high-level commitment among employees. Congruence between employee, manager and organizations’ perception of ethics is a pre-requisite for maintaining a long-term relationship among the parties. This study will enable understanding the role of ethical climate in reducing corporate frauds and employee turnover. Originality/value This research addresses a significant gap in literature by exploring the relationship between ethical climate and organizational commitment. The study uses data from the Indian banking industry which contributes to expanding knowledge of the relationship in the Indian context.

scholarly journals Investigating Organizational Commitment as the Outcome of Job Satisfaction: A Study of Banking Sector of Pakistan

2012 ◽  
Vol 2 (4) ◽  
pp. 146 ◽  
Author(s):  
Maryam Saeed Hashmi ◽  
Dr. Imran Haider Naqvi
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Banking Sector ◽  
Theory And Practice ◽  
Descriptive Statistics ◽  
Sample Characteristics ◽  
Intrinsic Job Satisfaction ◽  
The Relationship ◽  
Positive Effect

This study aims to elaborate the role of job satisfaction in committing employees with organization. This study tested the effect of both components of job satisfaction (intrinsic and extrinsic) of on organizational commitment in banking sector of Pakistan. Data was gathered from employees working in banks of Pakistan. The study has uses descriptive statistics (mean and standard deviation) to identify sample characteristics and inferential statistics (multiple linear regression) to find out the relationship between variables. Results showed the significant and positive effect of both components of job satisfaction on organizational commitment. This study is a contribution to theory and practice with an increased understanding on importance of job satisfaction in committing the employees with the organization.   Keywords: Intrinsic Job Satisfaction, Extrinsic Job Satisfaction, Organizational Commitment  

scholarly journals Muslim Clergy vs. Authority in Contemporary Afghanistan: View from Uzbekistan

2020 ◽  
Vol 20 (4) ◽  
pp. 747-762
Author(s):  
Abdusamat Akhatovich Khaydarov
Keyword(s):  
Negotiation Process ◽  
The State ◽  
Modern World ◽  
Historical Method ◽  
Political Processes ◽  
Depth Study ◽  
Direct Inter ◽  
The Relationship ◽  
Islamic Institutions

Significant geopolitical changes taking place in the modern world in recent decades urge us to take a fresh look at the role of Islam and the clergy in the political processes of a number of countries of the Muslim world. This perspective is especially relevant vis--vis Afghanistan where a fierce war is being waged under the slogans of Islam for more than four decades. The purpose of this research is an in-depth study of the relationship between the state and the Muslim clergy, Islamic institutions in the development of political processes in Afghanistan since the mid-70s of the last century. The article reflects shaping of the Islamic opposition and its efforts to stand up to innovations and reforms during attempts of the Soviet stile modernization in 1978-1992, and then the efforts to democratize Afghan society, undertaken in Afghanistan since the end of 2001 with the assistance of the international community. The work is based on the study of factual historical material, a chronicle of the events of the last decade and personal observations of the author during his work in Afghanistan during the mentioned period. Analytical materials published on the pages of English and Russian mass media were used. The methodological basis of this study is the comparative historical method; the article is based on the principles of historicism, reliability and scientific objectivity. The author concludes that the conflict is based on mistakes and underestimation by the state the role and influence of the Muslim clergy and Islamic institutions of the country. It has been noted that the recently reached US - Taliban agreements, as well as the assistance of such influential players as Russia, sparkle hope for the launch of a direct inter-Afghan negotiation process, which most likely will not be as simple but thorny.

scholarly journals MEDIATING EFFECTS OF EMPLOYEE COMMITMENT IN RELATIONSHIP BETWEEN TOXIC LEADERSHIP AND EMPLOYEES’ PERFORMANCE

2021 ◽  
Vol 9 (4) ◽  
pp. 56-64
Author(s):  
Muhammad Rahman Khan ◽  
Hamid Khan ◽  
Sajjad Ahmad Jan ◽  
Aziz Javad ◽  
Aman Ullah Khattak
Keyword(s):  
Organizational Commitment ◽  
Sample Size ◽  
Banking Sector ◽  
Employee Performance ◽  
Employee Commitment ◽  
Mediating Effect ◽  
Mediating Effects ◽  
Toxic Leadership ◽  
The Relationship

Purpose of Study: The study aimed to examine the mediating effects of employee commitment in the relationship between toxic leadership and employee performance in the context of the banking sector, KP, Pakistan. The study is expected to provide significant information to existing knowledge databases about the toxic leaders, organizational commitment, and employees’ performance. Methodology of Study: The cross-sectional design was used to conduct the study by using a 5-point Likert scale through the questionnaire to collect primary data from the high-level managers of selected commercial banks located south region of KP, Pakistan. The sample of 234 employees of both public/private sector banks was taken randomly as the sample. To compute sample, Yamane (1967) formula for selecting sample from finite population: n=population (566), level of significance, e = 0.05 & n=sample size, sample size (n) = N/1+Ne2 = 566/1+566(0.05), 2 = 234. Main Findings: The results of the study revealed that the significant and positive association among the research variables, the significant impact of the predictors on the criterion variable, and the significant partial mediating role of the employee commitment in the relationship between the toxic leadership and employees’ performance. Applications of Study: The current study focuses on examining the role of toxic leadership on employee performance with mediating effect of employee commitment within the banking sector of KP, Pakistan. This study's significance lies in the banking sector, desiring to acquire sustainable competitive advantage through increased employee performance and employee commitment. Novelty/Originality of Study: The expectation that organizational commitment can improve the relationship between toxic leadership and employee performance is missed to a certain extent in the educational context that is expected to offer a new contribution to an existing database of research.

The Role of Social Media Strategies in Competitive Banking Operations Worldwide

2014 ◽  
pp. 304-340
Author(s):  
Nurdan Oncel Taskiran ◽  
Recep Yilmaz ◽  
Nursel Bolat
Keyword(s):  
Social Media ◽  
Banking Sector ◽  
Concept Development ◽  
Economic Capital ◽  
The Social ◽  
The Relationship ◽  
Banking Operations

Social media has rapidly taken its place among the important phenomenons of today. It has an important role in institutionalization and companies’ financial effectivness in many fields. This chapter discusses concept, development of social media, investigations about social media in different continents, its relation with institutionalization, and its role in the banking sector in the process of globalisation. In this study, social media strategies of a global bank on different continents are empirically analysed. Obtained data sheds light on the relationship between the social and economic capital in today’s world in an interdisciplinary platform.

The Role of Social Media Strategies in Competitive Banking Operations Worldwide

2015 ◽  
pp. 180-217
Author(s):  
Nurdan Oncel Taskiran ◽  
Recep Yilmaz ◽  
Nursel Bolat
Keyword(s):  
Social Media ◽  
Banking Sector ◽  
Concept Development ◽  
Economic Capital ◽  
The Social ◽  
The Relationship ◽  
Banking Operations

Social media has rapidly taken its place among the important phenomenons of today. It has an important role in institutionalization and companies' financial effectivness in many fields. This chapter discusses concept, development of social media, investigations about social media in different continents, its relation with institutionalization, and its role in the banking sector in the process of globalisation. In this study, social media strategies of a global bank on different continents are empirically analysed. Obtained data sheds light on the relationship between the social and economic capital in today's world in an interdisciplinary platform.

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