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Service quality and satisfaction
Relationship between employee engagement and organizational success
Relationship between employee engagement and organizational success
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Whilst the relationship marketing literature is expanding at a rather exponential rate, rapport between customers and front line employees did not get its due attention especially in the context of banking service in traditional, developing economies. This has delimited the efficacy of the established relationship theories in explaining the antecedent effect of trust, commitment, service quality and involvement for developing rapport leading to overall client (customer) satisfaction. The focus of this research, thus, is rapport. This chapter acts as a preamble that sets the ball rolling by presenting the research background; explaining the research problem and scope; and discussing the research questions. A brief note explaining the overall organisation of the thesis is also incorporated at the end of this chapter. In today’s highly competitive business environment, many organizations all over the world have been forced to put more emphasis on retaining their existing customers rather than acquiring new ones. Since conventional transactional approaches to marketing does not seem to be adequate in attaining this and other related marketing goals, many organizations seem to have been moving away from product or brand orientation to relationship marketing orientation which has been viewed as a bridge through which both customers and companies can share each other’s needs and values and can meet their potential expectations by creating two-way exchanges (Bateman and Snell, 2007). In this backdrop, rapport holds a crucial position in the customer-employee relationship arena particularly in marketing of services because it possess characteristics such as interpersonal focus, simultaneous production-consumption and the lack of standa... ... middle of paper ... ...the conceptual model used in the investigation. It also includes a section to discuss four models found in the extant literature which have been replicated in this study to test if the relationships portrayed in them were valid in the Bangladesh context. This was necessary to ensure the validity of the relationships proposed in the conceptual model. Chapter 4: Research Design – Presents details of methodology, sampling procedure, data collection process and discussions on the development of the survey instrument. Chapter 5: Data Analysis – Explains data analysis and research results. Chapter 6: Hypothesis Testing – Presents a detailed discussion on the hypotheses testing procedures and test results. Chapter 7: Conclusion – Explains research contributions of this study for both academics as well as practitioners. Also presents the limitations of the study.
A. Overview of the service sector and its contribution in the Economy There are three sectors that together make the economy of a country, namely primary sector (like farming, fishing, etc.), secondary sector (like manufacturing, etc.) and tertiary sector (services provided) .The tertiary sector provides services which are intangible in nature. Services include activities like retail shops, banking, hospitality, real estate, education, health, social work, etc. The service sector is a very crucial
topic of investment banking. In this paper the author includes various articles and thoughts that help to understand the background and principle of investment banking. This discourse will attempt to address this issue through explaining what investment banking is, introducing major investment bankers, and how investment banking affects our globally economy. Investment Banking Defined Investopedia (2008) stated this definition about investment banking, “A specific division of banking related to the creation
mobile banking is often defined as an enabler allowing banks and customers to interact, while mobile money involves peer-to-peer business. To give an example of what these services offer, it would allow for financial transactions such as balance inquiries, funds transfers, bill payments, and inquiries concerning account history. According to KPMG report (2015), the proportion of users in its service has grown rapidly over the past three years, with the number of global users of mobile banking projected
Developing countries are severely constraint by the physical infrastructure of the financial institutions which means that a large part of its population is excluded from the formal banking system such as Kenya and many other African countries. Thus with the aid of mobile money the populations of these developing countries are benefited. Some benefits of mobile money are that financial inclusion has a multiplier impact on the lives of people drawn into the formal financial system which leads to social
these banks are now turning to major cash centres, that is, they are basically involved in deposits and disbursement of funds without getting involved in long term project financing. Thirdly corruption is endemic and has spread to every facet of the economy. It is widely prevalent in many government and public agencies and foreign banks believe that business operations may come to a halt if they is “no greasing of palms’’ Another major finding is that of weak legal system, the legal system has also
SWOT analysis to critically compare and contrast the strategy and performance. Also will suggest four way for the National Bank of Oman may improve and Sustain its competitive advantage. The banking sector is the very important sector that helps the economy in the Sultanate. This sector improve the economy and keep it stability and support the others like small and medium enterprises and subscribe to create jobs and reduce unemployment. http://www.uabonline.org/ar/magazine/160516081590160815931
billion adults globally— which comes to about half the total adult population in the world—has zero access to financial services offered by regulated financial institutions. While in high-income economies, 89 percent of the adult respondents reported that they have an account in a formal financial organisation; the number comes down to only 41 percent in developing economies. Due to a lack of proper access, the poor people are forced to rely on unscrupulous moneylenders for credit at very high
International banking is now a days becoming backbone of any economy. It plays a vital role in the development of financial system of country. International banking activities has been grown-up speedily due to increased international trade flows and foreign direct investment activities, the globalization of capital markets, and the liberalization of domestic financial markets since 1960s. International banking activities may involve cross-border activities and activities of banks outside their home
than 3,000 credit unions in the next 25 years. This is down considerably compared to the more than 6,000 existing credit unions in 2015 (Strozniak, 2015). Competition for credit unions will continue to be other financial institutions and financial services providers, but there will also be competitors entering the market, such as Peer-to-peer lenders and other fintech start ups that will begin to take over some of the existing credit union market space (Strozniak, 2015). Consumer lending is a core
The world is becoming increasingly more accessible due to the internet; specifically for monetary transactions such as shopping and banking. In 2009, a group of people under the name “Satoshi Nakamoto” created the Bitcoin, a form of digital currency that can be used to conduct transactions on the internet. In the past six months, there has been a sudden spur of popularity for the Bitcoin, which increased the coin’s net worth, as well as stock prices for investors. Its stocks started accumulating
ABSTRACT Small & Medium Enterprises are considered as a growth engine for developing economies. Importance of this sector cannot be neglected due to its utmost significance and contribution towards GDP growth and employment generation. SME sector in Pakistan is facing number of problems which acts as a hurdle in their growth. Major obstacles in the growth of SMEs include financial constraints, regulatory and fiscal constraint, infrastructure constraint and human resource constraint. These four factors
Literature Review - IT industry in Australia, growth, issues, and challenges – Executive summary: IT industry is slowly developing in Australia. The country’s main economy is controlled by industries like mining and services. IT is slowly gaining importance as people are studying software development courses. Several companies have also opened offices. However, unlike Japan, China and India, Australia rarely gets projects from companies like IBM, Cognizant, and Oracle etc. Even when these companies
Article Re-modeling Retail Banking in the Crowd December 2014| by Mehul Jain Today, global retail banking sector is grappling with a myriad of challenges. The business environment has never been as difficult before, as it is now. In past years, especially post the global crisis in 2008, the industry has been characterized by rising costs to retain existing customers and add new ones, depressed profits, muted economic activity and low consumer confidence in investments. Citibank, the third largest
performing this role, it must be realized that banks have the potential, scope and prospects for mobilizing financial resources and allocating them to productive investments (Olokoyo , 2011). The importance of efficient financial system is mostly felt in developing countries since their financial markets are underdeveloped and not strong thus banks plays a crucial role of integrating the whole economic sector of a country by serving as a vital source of finance for the enterprises (Ntow–Gyamfi
1. Core Capabilities Model : Banks that are equipped with a good grasp of the e-banking phenomenon will be more able to make informed decisions on how to transform them into e-banks and to exploit the e-banking to survive in the new economy. Given the e-banking is a financial innovation (Liao and Cheung, 2003) [9], the change may render the organizational capabilities of the traditional banks obsolete. From the resource-based view (Mahoney and Pandian, 1992) [10], in such a context, the banks must