DETERMINANTS OF CUSTOMER LOYALTY AND PROPOSING A CUSTOMER LOYALTY MODEL FOR THE BANKING SECTOR OF PAKISTAN

It is always costly to attract new customers, so the managers always try to find ways to retain their current customers and concentrate on different factors which enhances the customer loyalty among the customers of the organizations. This research attempts to find the factors of customer loyalty and their relationships with banking industry in one of the developing countries i.e. Pakistan. Then analyzing the relationship among different factors a model for the customer loyalty is proposed at the end of the research. In order to do this, a questionnaire is designed and validated, then based on the data which were gained from the 316 respondents' answers to the designed questionnaire, the analysis is done and the results and the relations among the factors are explained. Perceived Quality, Satisfaction, Trust, Switching Cost and Commitment are the factors which influence the Loyalty of the customers. Theses factors also influence each other as well. The relationships of different factors with each other are also studied and the SPSS software is used to analyze the data gathered from the respondents.customer loyalty, banking sector, perceived quality

Salford postgraduate annual research conference (SPARC) 2012 proceedings

These proceedings bring together a selection of papers from the 2012 Salford Postgraduate Annual Research Conference (SPARC). They reflect the breadth and diversity of research interests showcased at the conference, at which over 130 researchers from Salford, the North West and other UK universities presented their work. 21 papers are collated here from the humanities, arts, social sciences, health, engineering, environment and life sciences, built environment and business

A Meta Analysis on Adoption of Mobile Financial Services

During the last decade, there has been tremendous growth in mobile penetration in many countries across the globe including a number of developing countries. The total number of mobile subscription 5 billion by the end of 2010 and is further expected to grow multi-folds. On the other hand, around 2.5 billion adults worldwide do not have a savings or credit account with either a regulated bank or alternative financial institution (such as a microfinance institution). Around one billion people in emerging markets have a mobile phone but no access to banking services. This scenario has opened immense opportunities for organizations including banks, insurance companies and telecom operators to strengthen their customer base and increase revenue by providing various financial services to the consumers through mobile technology. Hence, it becomes very important to understand the factors that would act as drivers or inhibitors towards the adoption of mobile financial services (MFS). Quite a few studies have been conducted across the globe to determine the factors affecting adoption of MFS. This paper provides a Meta analysis of the existing academic literature on MFS and determines the strength of the factors and their linkages through a scoring model based on the type of publication. The findings of the study would be beneficial for further research in understanding the dimensions to be considered for developing adoption model for MFS. The findings can also be used by the practitioners involved in MFS in understanding the factors affecting demand for such services.

The value of e-banking services in the Egyptian environment : an integrated model

Introduction: Driving the introduction of e-banking services in Egypt are structural changes, which have intensified competition across the banking sector. The value (net benefits) of e-banking services to their suppliers lies in their ability to attract new customers and retain those interested in using them. To achieve these objectives, requires an understanding of the value management process in e-banking services specifically within the Egyptian environment.Study Problem: Extant literature lacks an integrated model of value management relevant to the e-banking services. Empirical studies addressing the value of e-banking services in terms of antecedents and consequence in general and in the Egyptian environment are limited. Moreover, customer relationship management (CRM) literature disagrees on the factors reflecting the role of the internal operating environment and overlooks the role of the external environment in affecting the ability of service suppliers to create and deliver the value of e-banking services.Aim and objectives: This study sought to develop an integrated model for managing the value of e-banking services in the Egyptian environment through the following objectives. First, to identify the antecedents (requirements) and consequence of e-banking services perceived value from the demand side of e-banking services. Second, to explore factors shaping banks' ability to create and deliver value of offered e-banking services.Paradigm and research methods: This study adopted the critical realism paradigm, an anti-positivist paradigm, which supports the exploratory and the abductive nature of this research. To identify the antecedents and consequence of e-banking services perceived value from the demand side of e-banking services, an exploratory sequential strategy, in which in-depth interviews preceded the survey phase, was conducted. To explore factors shaping the banks' ability to create and deliver the value of e-banking services, semi-structured interviews were used.Key Findings: Findings related to the demand side indicated that improving e-banking services perceived value can significantly and positively strengthen the relationship between banks and customers. Antecedents of value were identified to be a combination of the explicit involvement of service suppliers in supporting face-to-face service encounters, e-banking services quality, and the role of external environment in promoting e-banking services.The ability of banks to create and deliver value of e-banking services is affected by their positioning strategy, bank branch design, employment scheme, criteria of recruiting front-office employees, and criteria of evaluating front-office employees' performance. The nature of the Egyptian economy, output of education system and legal system development were defined as highly influential within this process.Conclusion: It could be concluded that, managing the value of e-banking services is a dynamic process between service users and service suppliers

THE role of the technology acceptance model in information systems research: a case study

Explaining the factors that lead to use and acceptance of information technology (IT), both at individual and organizational levels, has been the focus of information systems (IS) researchers since 1970s. The Technology Acceptance Model (TAM) is known as such an explanatory model and has increasingly gained recognition due to its focus on theories of human behaviour. Although this model has faced with some criticism in terms of not being able to fully explain the social-technical acceptance of technology, it is still known as one of the best IS methodologies that contributes greatly to explaining it. This paper discusses, describes and explains TAM as one of the well-known information system research methodologies and attempts to demonstrate how this model can be applied in practice in IS research projects. TAM is widely used in different areas of IS studies such as e-commerce, e-business, multimedia and mobile commerce. This paper shows how TAM can be applied in an IS research project by referring to a case study conducted in the area of mobile banking in the UK. This paper aims to contribute to IS research by providing an informed criticism of TAM as well as a clear proposal on how to use it

MEASURING THE CUSTOMER SATISFACTION OF ISLAMIC BANKING SECTOR IN BANGLADESH

The banking sector has been playing a significant role in achieving the economic growth of Bangladesh, where contribution of Islamic Banking Sector is remarkable. Islamic Banking Sector shows a substantial growth position in Bangladesh. Customer satisfaction is the most significant affecting phenomenon in determining the banking growth. Thus, this study attempts to measure the existing level of customer satisfaction of Islamic Banks in Bangladesh, using the Structural Equation Model (SEM). This study uses the 22 dimensions of customer satisfaction which used in the earlier studies in different countries for measuring the customer satisfaction of Islamic Banking Sector. A total of 385 samples have been taken from six full pledged Islamic Banks in Bangladesh. It reveals form the study that Human Resources and Systemization Service Delivery is the strongest indicator of customer satisfaction of Islamic Banking Sector in Bangladesh followed by Core Product, Service Capability and Social Responsibility. The findings therefore, may be helpful for policy-makers of banking authorities who have been making serious endeavor to sustain the growth of Islamic Banking Sector in Bangladesh

Quality of Life in Europe: Empirical evidence

This report is one of the outputs resulting from Workpackage 4, "Social and professional integration" of the WALQING project, SSH-CT-2009-244597 (www.walqing.eu).

Response to Business Turbulence by Kenya Commercial Bank

Purpose: Understanding the environmental changes in the banking sector and their effect on banking business could help the players in the banking industry develop rational strategies to effectively respond. This study sought to examine the strategic responses to business turbulence by Kenya Commercial Bank. The study was guided by the following specific objectives: to determine the environmental factors that affect the business of Commercial Banks in Kenya; to  establish the strategic responses which have been employed by Kenya Commercial Bank to cope with the business turbulence; and to suggest possible response mechanisms that could be used by Kenya Commercial Bank.Methods: The survey method was used to collect data. Since the Kenya Commercial Bank branches to be studied are located in Nairobi and its environs, the researcher administered the questionnaires by hand delivery. In addition, the researcher conducted personal interviews with ten randomly selected respondents using a list of open ended questions, aimed at clarifying certain issues that had not been well responded to in the questionnaires. Analysis: The data pertaining to profile of respondents was analyzed by employing content analysis while descriptive statistics were used to analyze data pertaining to objectives of the study. The findings pertaining to the three objectives of the study were presented in form of frequency tables, percentages, charts, graphs and mean scores. Results: Findings of the study show that the factors that environmental factors causing business turbulence include an unstable political climate, Government regulations liberalization of the financial sector, socio-cultural factors, abrupt and rapid changes in Information and Communication Technology (ICT), competition and changing Customer Preferences. The responses to business turbulence by Kenya Commercial Bank include adoption of product diversification, market differentiation, increased branch network, personal selling, offering products and services online, reduction of premiums costs and related charges. Keywords: Turbulence, Kenya Commercial Bank

IMPEDIMENTS TO E-BANKING SERVICES MARKETING IN DEVELOPING ECONOMIES – A CASE STUDY OF NIGERIAN BANKS

The extant body of literature are awash with various studies on e-banking services marketing both in the developed and developing economies. Within the developed economies, studies have been done in virtually all strands of electronic banking services; however same cannot be said of developing economies. This paper aims to critically investigate the impediments to e-banking services marketing within the Nigerian state. This study adopted a mixed method approach – comprising of both interview techniques and the use of questionnaires for data collection. Findings are multi-faceted and viewed from three angles viz: the user based, institutional based and the government related roles. Findings further revealed among others the poor educational imbalance especially between the North and South and the lack of adequate policy framework to safeguard customers’ money as some of the challenges. The strategic implications of all these are clearly discussed and clear cut recommendation derived for implementation by all concerned