Customer Orientation of Service Employees: A Case Study of Iranian Islamic Banking (Based on COSE Model)

PurposeThis paper presents, through the analysis of a case study, a model based on a systemic approach that proved successful for the design and implementation of an integrated management system (IMS) in an airline, and provides guidelines and practical recommendations that may be of use to other sectors of activity when designing and implementing an IMS.Design/methodology/approachData for this paper were collected through direct analysis and implication in the process of implementation of the IMS. Also a literature review was conducted.FindingsTangible and intangible benefits were identified as derived from operating one IMS, such as cost savings, better use of resources, improved internal communication, stronger customer orientation and employee motivation. For these benefits to be realised it is essential to take into account several critical factors and be aware of the challenges accompanying integration of management systems, as detailed in the paper.Practical implicationsThis paper provides guidelines and recommendations for organisations seeking to implement and integrate several standards, being general or sectoral, particularly if they operate in highly complex industry sectors.Originality/valueThis paper incorporates the integration of sectoral standards, which the literature has not covered very widely. The research has wider value through transferable applications and experiences for other industry sectors.

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Empowering service employees: A case study of banking industry

Management Science Letters ◽

10.5267/j.msl.2014.6.033 ◽

2014 ◽

Vol 4 (7) ◽

pp. 1381-1384 ◽

Cited By ~ 1

Author(s):

Hadi Moradi ◽

Mohammad Reza Fallah

Keyword(s):

Banking Industry ◽

Service Employees

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Determinant of Customers’ Intention to Use Islamic Banking (Case Study in Jayapura City)

IKONOMIKA ◽

10.24042/febi.v5i2.5937 ◽

2020 ◽

Vol 5 (1) ◽

pp. 55-70

Author(s):

Ira Eka Pratiwi (IAIN Fattahul Muluk Papua, Indonesia) ◽

Fachrudin Fiqri Affandy (IAIN Fattahul Muluk Papua, Indonesia) ◽

Abdul Karman (IAIN Fattahul Muluk Papua, Indonesia)

Keyword(s):

Social Influence ◽

Reliability And Validity ◽

Internal Consistency Reliability ◽

Capital City ◽

Islamic Banking ◽

Intention To Use ◽

Face To Face ◽

Dependent Variables ◽

Structured Questionnaire

This study investigates the influence of faith, social influence, regulation, and bank functions on the intention to use Islamic banking. The study used quantitative method and the data was collected using a structured questionnaire. The sample consisted of 200 customers of one of the largest Islamic bank in Indonesia: Bank Mandiri Syariah, which is located in Jayapura, the capital city of Papua Province. The data were obtained by random sampling using through a face-to-face survey. The internal consistency reliability and validity test indicated that all scale items were proven reliable and valid. The multiple regression linear was used to analyze the influence of independent variables toward dependent variables. This study suggested that faith significantly affected the customers intention to use Islamic banking. Meanwhile, social influence, regulation, and bank functions did not show a significant influence on customers’ intention to use Islamic banking.Key words : Islamic Banking; Faith; Social Influence; Regulation; Bank Function

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IMPLEMENTATION OF RAHN IN SHARIA GOLD FINANCING AT MODERN ISLAMIC FINANCIAL INSTITUTIONS (CASE STUDY IN BANK BRI SYARIAH BRANCH OF PEKANBARU).

Hukum Islam ◽

10.24014/hi.v18i1.5220 ◽

2018 ◽

Vol 18 (1) ◽

pp. 40

Author(s):

AHMAD MAULIDIZEN

Keyword(s):

Data Collection ◽

Financial Institutions ◽

Field Research ◽

Islamic Banking ◽

Financial Industry ◽

Collection Method ◽

Data Collection Method ◽

Islamic Financial Institutions

Islamic Financing Products have started to grow rapidly in the current banking and financial industry at this time. This situation can be seen through the increase of Islamic banking assets for several years, in addition to the inclusion of more institutions offering Islamic products. Sharia Gold Pawn Products is the delivery of marhun (collateral goods) from the rahin (customers using mortgage financing) to the bank as a guarantee of part or all of the debt. This research is field (field research) with data collection method through observation, interview and documentation study in data collection. The author concludes that the application of Rahn's contract on Sharia gold mortgage financing at Bank BRI Syariah has been in accordance with the National Sharia Board Fatwa and there are several things that must be improved so as not to conflict with Sharia principles

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INLUENCE OF RELIGIOSITY TOWARDS THE SAVING INTEREST AT ISLAMIC BANKING WITH THE KNOWLEDGE OF THE PEOPLE AS MODERATOR VARIABLE (Case Study on The People of South Tanggerang City)

IKONOMIKA ◽

10.24042/febi.v3i1.2229 ◽

2018 ◽

Vol 3 (1) ◽

pp. 1

Author(s):

Pudji Astuty ◽

Umiyati Umiyati

Keyword(s):

Regression Analysis ◽

Linear Regression ◽

Multiple Linear Regression ◽

Significant Influence ◽

Islamic Banking ◽

Moderator Variable ◽

The People ◽

Convenience Sampling ◽

Interaction Test

The purpose of this study is to analyze the influence of religiosity on the saving interest at Islamic Banking with the knowledge of the people as the moderator variable. This study was held at Tanggerang Selatan. The methods that is used to gather samples for this study is non-probability sampling and with the technique convenience sampling. The respondents in this study are the people of South Tanggerang City who saves their money at Islamic Banking, there are 100 respondents in total. The data gathered through questionnaire as the methods of survey. The data that are gathered then processed using multiple linear regression with interaction test (moderated regression analysis). The result of this study shows that there is significant influence between religiosity and the saving interest at Islamic Banking. the knowledge of the people and the saving interest at Islamic Banking also shows significant influence. The interaction between religiosity and knowledge as the moderator variable giving significant influence on the saving interest at Islamic Banking at the rate of significance bellow 0.05 or 5%.

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Comportamento disfuncional do consumidor e táticas dos funcionários de serviços

Revista de Administração da UFSM ◽

10.5902/1983465924984 ◽

2019 ◽

Vol 12 (2) ◽

pp. 302

Author(s):

Paloma Antonio ◽

Lélis Balestrin Espartel ◽

Marcelo Gattermann Perin

Keyword(s):

Tacit Knowledge ◽

Theoretical Study ◽

Customer Orientation ◽

Empirical Test ◽

Academic Research ◽

Customer Behavior ◽

Service Employees ◽

Frontline Employee ◽

Dysfunctional Behavior ◽

Dysfunctional Customer Behavior

Dysfunctional customer behavior has grown substantially and has inspired academic research. In this theoretical study, the authors point out that the promotion of the myth of customer sovereignty through the culture of customer orientation is considered to be one of the variables that trigger these behaviors. The frontline employee manages the interactions in services and seeks to serve clients, but within the limitations of the offers. The discrepancy between the customers’ desires and what he obtains causes disillusionment and potentially dysfunctional behavior. Through their experience, employees accumulate tacit knowledge that grounds their assessment of situations and their development of tactics. On the other hand, organizations do not consider the dysfunctional customer behavior nor the tacit knowledge that exists in the service team in their strategies and actions, eventually not making use of this knowledge that could mitigate such behaviors. This is a theoretical article aimed at opening space for the debate of the dysfunctional customer behavior and service employees’ tactics through a theoretical composition that supports propositions and a conceptual model, as well as the suggestion of a future empirical test.

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PENGARUH PENGETAHUAN MASYARAKAT DAN MINAT PENERAPAN NILAI ISLAM TERHADAP KEPUTUSAN MENGGUNAKAN TABUNGAN PERBANKAN SYARIAH (Studi Kasus Masyarakat Kota Langsa)

JURNAL ILMIAH EKONOMI ISLAM ◽

10.29040/jiei.v6i1.790 ◽

2020 ◽

Vol 6 (1) ◽

Author(s):

Faisal Umardani Hasibuan ◽

Rahma Wahyuni

Keyword(s):

Sampling Technique ◽

Research Data ◽

Islamic Banking ◽

Test Results ◽

Analysis Techniques ◽

Knowledge Variable ◽

Data Analysis Result ◽

Simultaneous Influence ◽

Islamic Values

Abstract This research is done to determine: (1) the influence of people’s knowledge on the decision tgggo use Islamic Banking product, (2) The influence of Islamic values applicatgion on the decision to use Islamic Banking product (The case study of Langsa Town’s Community). The research uses a quantitative approach. The sampling technique is done by purposive sampling. The research data is collected by distributing quantionnaires to 100 respondent. The analysis techniques used are classic assumption test, multiple regression and hypothesis analysis. Based on the data analysis result by using SPSS version 17 system, it concludes that on adjusted R-Square test, 38.5 %shows relationship and contribution of variables on the people’s knowledge and interest of Islamic values application in influencing the decision tu use the saving products and the remaining 61.5 % is explained by other variables of knowledge and interest in the application of Islamic values have an influence on the decision to use saving products. The results F (simultaneous) F count of 32.014 > 3.09 F table so that it can be concluded that Ha is accepted, meaning that there is a simultaneous influence (together) of people’s knowledge variables and interest in applying Islamic values to the decision to use savings products. T test results (partial) variable knowledge of the decision to use savings products obtained t count of 4.408 > 1.660 t table, it means that Ho is rejected and Ha is accepted. Thus the people’s knowledge variable has a partially significant influence on people’s decisions to use Islamic Banking savings products.

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Empirical Study on Adoption of Islamic Banking System Using Quantitative Method:A Case Study of Afghanistan

TURKISH JOURNAL OF ISLAMIC ECONOMICS ◽

10.26414/a169 ◽

2021 ◽

Author(s):

Khatera Naseri ◽

Ashurov Sharofiddin

Keyword(s):

Diffusion Of Innovation ◽

Banking System ◽

Relative Advantage ◽

Islamic Banking ◽

Product Knowledge ◽

Diffusion Of Innovation Theory ◽

History Of ◽

The Government ◽

The Impact

Although the background of the banking system goes back as far as 1933, Islamic finance isstill new in Afghanistan. The history of the firstfull-fledged Islamic bank began asrecently as 2018 with the conversion ofBakhtarBank, a conventional bank, to the IslamicBank of Afghanistan (IBA). There have been numerousstudies done worldwide, but no empiricalstudy has examined the subject of Islamic banking adoption in the specific context of Afghanistan. Therefore, this presentstudy investigatesthe adoption ofIslamic banking in Afghanistan, using a case study of Herat province, based on Rogers’ (1983) Diffusion of Innovation Theory, to determine the impact of awareness,productknowledge,religiosity,relativeadvantage,compatibility, and complexity on the adoption of Islamic banking. A quantitative approach to the stratified convenience sampling method was used in this study. Questionnaires were distributed to 334 bank customers and the responses analyzed using SPSS v22. The multiple regression analysis finding indicated that product knowledge, relative advantage, and religiosity significantly and positively influenced the adoption of Islamic banking. It is suggested that the government and financial institutions should support Islamic banking with beneficial policies and initiatives to enhance the knowledge of the public about the significance of Islamic banking activities.

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The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience

Annual Review of Organizational Psychology and Organizational Behavior ◽

10.1146/annurev-orgpsych-012218-015056 ◽

2019 ◽

Vol 6 (1) ◽

pp. 89-113 ◽

Cited By ~ 13

Author(s):

Markus Groth ◽

Yu Wu ◽

Helena Nguyen ◽

Anya Johnson

Keyword(s):

Customer Service ◽

Emotional Labor ◽

Customer Orientation ◽

Current Knowledge ◽

Service Research ◽

Future Research ◽

Central Feature ◽

Service Employees ◽

Theoretical Perspectives ◽

The Moment

Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes; ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.

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