The impact of organizational values on employee performance, an empirical study on banking industry in Kurdistan Region

Purpose The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation. Design/methodology/approach A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data. Findings The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation. Research limitations/implications This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies. Practical implications This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation. Social implications The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service. Originality/value The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.

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Effect of Dimensions of Workplace Spiritualism: Meaningful Work, Sense of Community, Organizational Values and Compassion with Reference to Job Satisfaction

Electronic Journal of Education, Social Economics and Technology ◽

10.33122/ejeset.v1i1.5 ◽

2020 ◽

Vol 1 (1) ◽

pp. 10-17

Author(s):

Jayashree Sapra ◽

Ishita Mathur

Keyword(s):

Job Satisfaction ◽

Sense Of Community ◽

Employee Performance ◽

Meaningful Work ◽

Research Impact ◽

Organizational Values ◽

It Industry ◽

Policy Makers ◽

Four Dimensions ◽

The Impact

Workplace spiritualism (WS), although a newer concept, is seen to have gained tremendous importance in the recent years and is expected to furthermore expand in scope and applicability in future The objective of this research paper is to understand the impact of workplace spiritualism on the degree of job satisfaction of employees with special reference to IT industry. Through this research impact of Workplace Spiritualism on enhancing employee performance was studied. The methodology used was articulating the problem, formulating the hypothesis and collection of facts from survey. An empirical study was carried out to get the results for this research study. A total of 110 completed questionnaires were received. Descriptive Statistics, casual research and correlations were carried out. Four main dimensions used for measuring the spiritualism at the workplace are identified which include meaningful work; sense of community; organizational values as well as compassion. The results of this study showed that all the four dimensions of WS have a significantly strong as well as positive relationship with the level of employee job satisfaction. Sense of community as well as organizational values are the two most important dimensions influencing job satisfaction. The paper recommends that WS should be enhanced in the IT sector since it influences job satisfaction and employee performance. The study would be useful for the policy makers, researchers and HR professionals to understand the importance of WS in IT sector.

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Impact of Workplace Spirituality on Organizational Commitment – A Study in an Emerging Economy

Turkish Journal of Computer and Mathematics Education (TURCOMAT) ◽

10.17762/turcomat.v12i4.589 ◽

2021 ◽

Vol 12 (4) ◽

pp. 984-1000

Author(s):

Mohammed Wamique Hisam, Et. al.

Keyword(s):

Organizational Commitment ◽

Sense Of Community ◽

Turnover Intentions ◽

Employee Performance ◽

Meaningful Work ◽

Workplace Spirituality ◽

Organizational Values ◽

Inner Life ◽

Four Dimensions ◽

The Impact

Workplace spirituality has emerged as one of the effective mechanisms to induce organizational commitment, job involvement, creativity, innovation and to reduce employee turnover intentions. This has attracted the attention of researchers worldwide, and there have been several studies on the components and effect of workplace spirituality on employee performance in Western nations. The Covid 19 pandemic has led to job losses and pay cuts across industries, leading to an alarming Increase in stress, depression and alcohol and substance abuse among employees. However, hardly any studies have been conducted on workplace spirituality in the Gulf Cooperation Council (GCC) region, leaving a gap in the literature. This study investigates the impact of four dimensions of workplace spirituality namely, meaningful work, inner life, organizational values and sense of community on the organizational commitment of employees working in various organizations in Oman during Covid-19. The study employs survey data collected from 117 respondents across various managerial levels using a structured questionnaire having 20 items. The data has been analyzed using SmartPLS 3 software. The results reveal the impact of the chosen dimensions of workplace spirituality on the organizational commitment of employees. The findings of the study suggest that meaningful work has the highest impact on organizational commitment, followed by inner life and sense of community. Organizational values have been found not to have a significant effect on organizational commitment. Workplace spirituality can have a profound impact on the mental health and wellbeing of employees in these troubled times.

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WORK CULTURE, COMPENSATION, THE INFLUENCE ON EMPLOYEE PERFORMANCE, BTN BANK, SURABAYA BRANCH

DiE: Jurnal Ilmu Ekonomi dan Manajemen ◽

10.30996/die.v12i1.5107 ◽

2021 ◽

Vol 12 (1) ◽

pp. 11-17

Author(s):

Daulat Marpaung

Keyword(s):

Survey Research ◽

Direct Effect ◽

Banking Industry ◽

Employee Performance ◽

Quantitative Approach ◽

Work Culture ◽

And Performance ◽

Positive Direct ◽

The Impact ◽

Very High

Competition in the banking industry is very high at this time, it is necessary to have highemployee performance to be able to compete. This study aims to determine the impact ofSIIPS work culture and compensation on the performance of employees of Bank BTNSurabaya Branch. This research uses a quantitative approach with survey research methods.The research instrument consisted of work culture, compensation and performancequestionnaires. The results showed that: 1). SIIPS work culture has a positive direct effecton performance, 2). Compensation has a positive direct effect on performance 3). SIIPSwork culture and compensation simultaneously have a positive direct effect on performance.Keywords: banking industry, SIIPS work culture, compensation, and performance

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Do Servant Leadership Self-Efficacy and Benevolence Values Predict Employee Performance within the Banking Industry in the Post-COVID-19 Era: Using a Serial Mediation Approach

Administrative Sciences ◽

10.3390/admsci11040114 ◽

2021 ◽

Vol 11 (4) ◽

pp. 114

Author(s):

Tasmeer Mujeeb ◽

Noor Ullah Khan ◽

Asfia Obaid ◽

Guiling Yue ◽

Hanieh Alipour Bazkiaei ◽

...

Keyword(s):

Servant Leadership ◽

Self Efficacy ◽

Structural Equation ◽

Banking Industry ◽

Employee Performance ◽

Equation Modeling ◽

Quantitative Methodology ◽

Serial Mediation ◽

The Impact ◽

The Relationship

Globally, the COVID-19 pandemic has brought significant implications to the workplace and highly impacted employee performance in every organization. In contemporary research, the scholars agree that leadership is one of the critical antecedents to predict employee performance in organizations. However, research is needed to investigate the mediating role of integral factors such as benevolence values (BV) and self-efficacy (SE) in predicting employee performance in the workplace. This study aimed to investigate the impact of key antecedents on employee performance in the banking industry. The findings reveal that the key antecedents, e.g., servant leadership (SL), self-efficacy (SE), and benevolence values (BV), have a direct positive relationship with employee performance (EP). Moreover, multiple indirect paths were tested, including serial mediation. This study used a quantitative methodology based on the positivist paradigm. A sample of 560 employees was randomly chosen. A survey questionnaire was distributed among them, and 400 were returned with a response rate of 70%, and the clean data of 400 employees was used for data analysis. The structural equation modeling (SEM) technique was employed using Smart PLS 3.3.3 software. The results confirmed that both SE and BV mediate the relationship between SL and EP. Likewise, BV mediates the relationship between SE and EP, and SE mediates the relationship between SL and BV. Finally, in serial mediation, the relationship between SL and EP is also established via SE and BV together as mediators.

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The Effect of Banks Website Service Quality and E-satisfaction on E-loyalty: An Empirical Study on Swedish Banks

International Journal of Business and Management ◽

10.5539/ijbm.v13n1p1 ◽

2017 ◽

Vol 13 (1) ◽

pp. 1 ◽

Cited By ~ 3

Author(s):

Samer Alkhouli

Keyword(s):

Empirical Study ◽

Service Quality ◽

Banking Industry ◽

Strong Positive Correlation ◽

Four Dimensions ◽

Low Levels ◽

Commercial Opportunity ◽

The Impact ◽

The Relationship ◽

Loyal Customers

The increase in internet use in Sweden provides the country’s banking industry with an important commercial opportunity. High websites service quality (website SQ) and electronic satisfaction (e-satisfaction) are vital if the banks are to keep and guarantee their customers’ electronic loyalty (e-loyalty). The purpose of this study is to provide empirical evidence of the association between website SQ and e-satisfaction, and the impact of both on e-loyalty in Swedish banks. The author used the E-S-QUAL model to measure the four dimensions of website SQ: fulfilment, availability, efficiency and privacy. Questionnaires were sent to 450 customers, of which 213 were returned, either in-person or online. The results showed that website SQ and e-satisfaction have a strong positive correlation with e-loyalty. The relationship between website SQ and e-satisfaction should be continuously measured, and website processes reviewed in line with advances in ICT and changes in levels of e-loyalty. This study gives feedback to these banks on their website SQ, helping them avoid shortcomings and keep their customers satisfied and loyal. Customers with high levels of e-satisfaction have significantly higher levels of e-loyalty compared to those with low levels.

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The drivers of E-banking entrepreneurship: an empirical study

International Journal of Bank Marketing ◽

10.1108/ijbm-03-2019-0113 ◽

2019 ◽

Vol 38 (2) ◽

pp. 485-500

Author(s):

Khaled Saleh Al-Omoush ◽

Mohammad Khalid Al Attar ◽

Isam Hamad Saleh ◽

Ayman Abdalmajeed Alsmadi

Keyword(s):

Empirical Study ◽

Structural Equation ◽

Organizational Context ◽

Banking Industry ◽

Equation Modeling ◽

Management Support ◽

Content Type ◽

Top Management Support ◽

The Impact

Purpose The purpose of this paper is to investigate the drivers of e-banking entrepreneurship. The impact of e-banking entrepreneurship on banks’ performance in the banking industry is also investigated. Design/methodology/approach A questionnaire was developed to collect data from 16 banks with a sample of 214 respondents. Structural equation modeling using PLS was conducted to analyze the data. Findings The results reveal a significant impact of top management support, organizational context, technological context and social capital on the degree of e-business entrepreneurship. The findings also reveal a direct impact of e-banking entrepreneurship on achieving a competitive advantage, financial performance and customer performance. Originality/value The present empirical study contributes to a better understanding of the existing theories and practices of banking entrepreneurship and e-innovations in today’s banking industry. This study also provides insights into the drivers and the role of e-entrepreneurship in this industry for improving the opportunities of competitiveness and growth. The findings of the present study are of importance to both academic and practitioner audiences. The present study provides empirical evidence to bolster e-banking technology as an enabler of banking entrepreneurship and improving performance. Additionally, these findings provide directives to managers regarding the untapped opportunities and potential that innovative e-banking technology can offer in a highly volatile and rapidly changing environment.

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Quantifying the impact of different copulas in a generalized CreditRisk+ framework An empirical study

Dependence Modeling ◽

10.2478/demo-2014-0001 ◽

2014 ◽

Vol 2 ◽

pp. 1-21 ◽

Cited By ~ 4

Author(s):

Kevin Jakob ◽

Matthias Fischer

Keyword(s):

Empirical Study ◽

Banking Industry ◽

Economic Capital ◽

Regulatory Requirements ◽

Economic Sectors ◽

Loan Portfolio ◽

Credit Portfolio ◽

The Impact ◽

Credit Losses ◽

Credit Portfolio Model

AbstractWithout any doubt, credit risk is one of the most important risk types in the classical banking industry. Consequently, banks are required by supervisory audits to allocate economic capital to cover unexpected future credit losses. Typically, the amount of economical capital is determined with a credit portfolio model, e.g. using the popular CreditRisk+ framework (1997) or one of its recent generalizations (e.g. [8] or [15]). Relying on specific distributional assumptions, the credit loss distribution of the CreditRisk+ class can be determined analytically and in real time. With respect to the current regulatory requirements (see, e.g. [4, p. 9-16] or [2]), banks are also required to quantify how sensitive their models (and the resulting risk figures) are if fundamental assumptions are modified. Against this background, we focus on the impact of different dependence structures (between the counterparties of the bank’s portfolio) within a (generalized) CreditRisk+ framework which can be represented in terms of copulas. Concretely, we present some results on the unknown (implicit) copula of generalized CreditRisk+ models and quantify the effect of the choice of the copula (between economic sectors) on the risk figures for a hypothetical loan portfolio and a variety of parametric copulas.

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