scholarly journals ISSUES OF FORMING PERSONNEL CAPACITY IN THE CONTEXT OF THE DEVELOPMENT OF THE ISLAMIC BANKING SECTOR IN THE REPUBLIC OF TAJIKISTAN

2020 ◽  
pp. 127-132
Author(s):  
Sh. S. Sharipov
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Training System ◽  
Islamic Finance ◽  
Islamic Banking ◽  
Personnel Training ◽  
Banking Services ◽  
The Republic

The issues of forming personnel capacity in the Republic of Tajikistan, in the context of the launch of the first Bank providing services in accordance with the principles of Islamic Finance have been considered. For the purpose of a comprehensive assessment of the situation, the experience of individual countries in this area of activity, as well as the experience of previous research, ware studied. Conclusions about the state and prospects of development of the Islamic banking system in the current conditions, as well as a description of a number of measures, the implementation of which will ensure the acceleration of formation of the necessary personnel capacity in the Republic of Tajikistan have been given. In particular, the proposed measures address the issues of creating a competitive personnel training system, improving the quality of banking services provided and customer satisfaction.

scholarly journals Effects Rahn, Ijaroh, Customer Satisfaction Through Quality of Service in. PT. Sharia Rural Bank Syarikat Madani

2018 ◽  
Vol 7 (2.29) ◽  
pp. 1026
Author(s):  
Chablullah Wibisono ◽  
Rahmad Budi Harto
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Path Coefficient ◽  
Test Results ◽  
Strategic Investment ◽  
The Public ◽  
Credit Financing

Community desire of a product needs the companion for business credit financing, disposal venture capital partners for micro s and macro businesses and banking sector needs to increase every year, so the role of the strategic investment partner is so decisive.  As the products business development, Since 1991 Islamic banking system has served the public with "Syariah" products. To achieve these objectives, the role of the corporate world become extremely important to give influences in society economy, so better services to achieve customer satisfaction in banking area is needed.The data in this research was conducted by spreading some questionnaires and taking the entire sample of 150 respondents of PT. SRB SayrikatMadani, and then the Data were tested by using Path analysis. The test results showed that the variable of Rhan (X1) Customer Satisfaction (Y) through Quality Services (X3) has path coefficient value 0554 t-count = 0223 while t-table 1661 (α = 0.05) and 2367 (α = 0, 01). It showed that the value of t-count <t table, it can be concluded that the path coefficient is not significant. Ijaroh (X2) The customer Satisfaction (Y) through Services Quality (X3) has path coefficient 0.315 t-count = 0.016 while t-table 1661 (α = 0.05) and 2367 (α = 0.01). in this case, t count <t table, it can be concluded that the path coefficient is not significant.  

scholarly journals BANKING SERVICES AND CUSTOMER PERCEPTION IN SOME SELECTED COMMERCIAL BANKS IN BANGLADESH: A COMPARATIVE PERSPECTIVE

2014 ◽  
Vol 13 (1) ◽  
pp. 1
Author(s):  
Md. Mahi Uddin ◽  
Mohammad Aktaruzzaman Khan ◽  
Nadia Farhana
Keyword(s):  
Customer Satisfaction ◽  
Commercial Banks ◽  
Service Providers ◽  
Banking System ◽  
Simple Random Sampling ◽  
Capital City ◽  
Quality Of Services ◽  
It Adoption ◽  
Banking Services

The banking system is facing challenges with stiff competition and advancement of technology. It becomes imperative for service providers to meet or exceed the target customers' satisfaction with quality of services expected by them. Hence, the present study attempted to study customers' perception of quality of services (both transactions-based and IT-enabled) in terms of its constituent factors and IT adoption in public, private, and foreign commercial banks in this E-age. The present investigation was planned with the objective to assess the extent of use of services especially the IT-enabled services in these banks and to analyze the constituent factors affecting customer satisfaction with the quality of services. The study area was Dhaka, the capital city of Bangladesh. Simple random sampling was used for selection of sample branches. The study reveals that check deposition and check clearance are the most popular banking <p>services among the customers of all sample banks. The customers of nationalized banks were not satisfied with the employee behavior and infrastructure while respondents of private and foreign commercial banks were not satisfied with high charges, accessibility and communication. A small number of respondents were using IT-enabled services other than ATM, and a few respondents made complain against their respective banks. Keywords : Transaction-based banking services, IT-enabled banking services, Customer satisfaction, Service quality</p>

Does the tag “Islamic” help in customer satisfaction in dual banking sector?

2019 ◽  
Vol 10 (1) ◽  
pp. 138-149 ◽  
Author(s):  
Fayaz Ahmad Lone ◽  
Ulfat Rashid Bhat
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Level Of Satisfaction ◽  
Alternative Approach ◽  
Future Strategy ◽  
Conventional Banks

Purpose The purpose of this paper is to find out the importance of the tag “Islamic” in the title of banks. This will help to determine the future strategy of Islamic banks, while expanding to the countries where Islamic banking is seen as a religious banking and not an as an alternative approach to the conventional banking. Design/methodology/approach Adopting convenience sampling, a total of 596 customers of both Islamic and conventional banks were surveyed from four regions of Saudi Arabia (Makkah, Madinah, Riyadh and Dammam) using a self-structured questionnaire on a five-point Likert scale. Findings The results concede that Islamic banks without the tag “Islamic” and conventional banks have same customer satisfaction. There are some factors other than the tag “Islamic” which are driving customers towards Islamic banking. Those factors include physical aspects of the bank, level of satisfaction with the services, dealing and attendance by the staff and safety and security of the bank. Besides, the application of fundamental principles of Islamic banking works as a key motivation for customer satisfaction with Islamic banking. Practical implications Applying the tag “Islamic” is not as important as implementing the principles of Islamic banking. Islamic banks can survive and compete well even without using the “Islamic” tag if they implement the prime principles of Islamic banking and work on improving the factors highlighted by this study. This study can prove to be helpful in the expansion of Islamic banking in the countries where religious banking is not generally preferred by customers. Originality/value This is the first study to find out the customer satisfaction in a dual banking system (comprising of conventional banks and Islamic banks that do not use the tag “Islamic”), thereby filling the existing gap in the Islamic banking literature.

scholarly journals Customer Satisfactions on Islamic Banking Services in Almadinah City, Saudi Arabia

2019 ◽  
pp. 1-8 ◽  
Author(s):  
Wesal M. Aldarabseh
Keyword(s):  
Saudi Arabia ◽  
Customer Satisfaction ◽  
Banking Sector ◽  
Islamic Law ◽  
Banking Industry ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
The Past ◽  
Self Administered Questionnaire

Providing quality services is a key element to compete in the banking industry. Islamic banks showed significant expansion in the past decades worldwide.  In the current study, customer satisfaction towards services provided by Islamic banks in Almadinah city, Saudi Arabia was investigated. A total of 292 customers of full-fledged Islamic banks were recruited in the study. Customer satisfaction was measured using a self-administered questionnaire. The results showed acceptable levels of customer satisfaction toward Islamic banking services (85%). In addition, personnel, image, reliability, and compliance with Islamic law were the most important service dimensions that affect customer satisfaction. Finally, gender differences were noticed with respect to customer satisfaction with females seemed to be less satisfied than males. The present findings provide positive feedback to the Islamic banking sector in Almadinah city to improve customer satisfaction of their services.

scholarly journals Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

2012 ◽  
Vol 4 (4) ◽  
pp. 159-167 ◽  
Author(s):  
Mohsin Zafar ◽  
Aasia Asif . ◽  
Ahmed Imran Hunjra . ◽  
H. Mushtaq Ahmad .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking Services ◽  
Banking Relationships ◽  
Conflict Handling ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

scholarly journals Topical issues of building a "strong banking system" in interbank competition: analysis and e

2020 ◽  
pp. 140-148
Author(s):  
Н. Хамитхан ◽  
Н.В. Кабашева ◽  
N. Khamithan ◽  
N. Kabashеva
Keyword(s):  
Asset Management ◽  
Financial Stability ◽  
Banking Sector ◽  
Banking System ◽  
Competition Analysis ◽  
Coverage Ratio ◽  
The Republic ◽  
Credit Portfolio ◽  
Legal Entities

Мақалада банк секторының бәсекеге қабілеттілігін және қаржылық тұрақтылығын арттыру мақсатында қажетті талаптарға сәйкес болмауын анықтау мәселесі туындап отыр. Сол себебті, ҚР банк секторы сапалы өнім ұсыну мен қызмет көрсету мақсатында бәсекеге қабілеттілікте «күшті банк жүйесін» құрудағы қаржылық инновациялардың өзгерістерін бағалау үшін Д. Синки "ФОКУС" («ҚАККТ») тұжырымдамасына сүйене отырыпбанк активтерін басқару сапасын арттыру қажеттілігі туындады. Банк активтерін басқару сапасы активтердің өтімділігімен (кредит портфелінің сапасына) тікелей байланысты. Зерттеу объектісі ретінде банк секторының белсенді қызметі таңдалды. Осы зерттеулерді жүргізе отырып, банк секторының кредит портфелінің сапасының құрылымына, заңды және жеке тұлғалардың кредит портфелінің сапасының құрылымына талдау жүргізі отырып, проблемалық несиелердің әр жыл сайынға жағдайына баға берілді. Сондықтан, 90 күннен астам мерзімі өткен берешегі бар қарыздарды ХҚЕС бойынша провизиялармен жабу коэффициентін анықтаумен байланысты болғандықтан мемлекеттің қаржылай қолдаумен проблемалық несиелерді стандартты несиелермен алмастыруға мүмкіндік бере отырып проблемалық несиелерді есептен шығарылғаны атап көрсетілді. Соның ішінде, заңды және жеке тұлғалардың күмәнді және үмітсіз несиелер көлемі талдау арқылы салыстырмалы түрде бағаланып қорытынды берілді. The article raises the problem of determining non-compliance with the requirements necessary to improve the competitiveness and financial stability of the banking sector.In this regard, in order to assess changes in financial innovations in building a "strong banking system" in the competitiveness of the banking sector of the Republic of Kazakhstan in order to provide quality products and services, it became necessary to improve the quality of asset management of the Bank, based on the concept of D. Sinki "FOCUS".The quality of the Bank's asset management is directly related to the liquidity of assets (the quality of the loan portfolio).Activities of the banking sector was selected as the object of the study.After conducting these studies, analyzing the quality structure of the credit portfolio of the banking sector and the quality structure of the credit portfolio of legal entities and individuals, an assessment of each annual state of problem loans is given.Therefore, due to the determination of the provision coverage ratio under IFRS for loans with overdue debts of more than 90 days, with the financial support of the state, problem loans were written off, allowing to replace them with standard loans.In particular, the volume of doubtful and bad loans to legal entities and individuals was analyzed and conclusions were given.

scholarly journals Digital Banking in Northern India: The Risks on Customer Satisfaction

Risks ◽  
2021 ◽  
Vol 9 (11) ◽  
pp. 209
Author(s):  
Balijinder Kaur ◽  
Sood Kiran ◽  
Simon Grima ◽  
Ramona Rupeika-Apoga
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Banking Sector ◽  
Service Providers ◽  
Quality Of Services ◽  
Banking Services ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Northern India

The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputation. Offering digital account opening or remote deposits may not satisfy customers; competitive advantage depends on many aspects such as providing a hassle-free, personalized and cyber-secure experience, economic aspects and the needs of the society at large. Therefore, there is a need to understand the intensity of the risk factors that influence customer satisfaction for digitalized banking services and products. To do this, we carried out a structured survey, framed on the five dimensions of the SERVQUAL model, which was sent out to Northern Indian banking customers, to which we received 222 valid responses. We subjected the data received to Structural Equation Modelling using the SmartPLS version 3 application software. Results reveal that digital banking customers in Northern India are genuinely satisfied with the quality of services provided by digital banking. Moreover, ‘reliability’ has the strongest risk factor impact on customer satisfaction, followed by ‘tangibility’ and ‘responsiveness’.

scholarly journals Quality and Customer Loyalty in Islamic Banks: Religiosity as a Moderator by using Andrew Hayes model

2019 ◽  
Vol 7 (4) ◽  
pp. 379-396
Author(s):  
Mohsin Shahzad ◽  
Muhammad Shaukat Malik ◽  
Muhammad Irfan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Competitive Edge ◽  
Quality Product ◽  
Levels Of Service

The preservation of desired levels of service quality, product quality and awareness is domineering for firms to stay competitive. Islamic banking system of Pakistan is more growing and become popular that provide the products with the premises of Sharia compliance, but there is problem in this sector is lack of knowledge about the products. Findings relay on data collected through surveys of 300 customers of south Punjab Islamic banking sector. Through the respondent’s opinions, our study revealed that service quality and product quality have significantly relationship with customer satisfaction and loyalty. There is shortage of familiarity about Islamic banking products to the customers and this caused to low satisfaction. Proper information is highly required in this sector to create patronize customers. More findings exposed that customer satisfaction positively indicates to customer loyalty and by using the Andrew Hayes method religiosity only moderates between service quality and customer satisfaction because religiosity is not the sole factor to satisfy the customers without proper information system about products. To maintain the competitive edge there is highly required proper brochures system in every branch with easily access to the customers for more convenience.

scholarly journals DOES QUALITY OF BANK SERVICES LEAD TO CUSTOMER SATISFACTION IN THE NIGERIAN BANKING SECTOR?

2019 ◽  
Vol 13 (1) ◽  
pp. 52-74
Author(s):  
O. P. ADEYEYE ◽  
O. FAPETU ◽  
I. T. ADEFOLU
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Banking Sector ◽  
Primary Data ◽  
Critical Question ◽  
Banking Services ◽  
Bank Managers ◽  
Nigerian Banking ◽  
Customers Perspective

This study examined a critical question from customers’ perspective: Does quality of bank services lead to customer satisfaction in the Nigerian banking sector? The study is conducted using questionnaire survey administered in Nigeria using customers of some selected banks as sample. The paper uses primary data collected through scientifically developed questionnaires, which were administered on 174 bank customers selected on a convenient basis. The results, based on factor and regression analysis, identified four factors that impact customers’ assessment of the quality of banking services including responsiveness, reliability, tangibility and empathy respectively. The implication of the finding is to enhance the understanding of bank managers and other relevant stakeholders of customers’ perception of the quality of banking services and consequently reveal the path to developing strategies for improving their satisfaction. The study therefore, recommends that the Nigerian banks should make products and services available that best suits the peculiarity of each category of customers and improve the confidence Nigerians have in the banking sector.      

scholarly journals The Market of International Banking Services and their Implications on the Economy of the Republic of Moldova

2018 ◽  
pp. 71-79
Author(s):  
Alexandru Gribincea ◽  
Corina Gribincea
Keyword(s):  
Banking Sector ◽  
Banking System ◽  
High Tech ◽  
International Banking ◽  
Banking Services ◽  
Balance Sheets ◽  
Global Banking ◽  
The Future ◽  
The Republic ◽  
Set Up

By progressing technological and scientific revolution it enters in various fields of the economy. The banking sector is able to compete with large high-tech companies, online banks ensuring effective and inexpensive communication with customers. The banking sector in the future will compete with large high-tech companies such as Facebook or Amazon, considering online banks on the forefront of the competitive fight due to efficient interaction with the customers and lower costs. The main difference between online banks and traditional is the absence of large office network: interaction with customers is mainly realized through websites, mobile banking, social networks or by phone. These banks usually develop their own high-tech platforms. Since the last decades, Moldovan banks have aligned their activities with the new legislative framework in relation to the implementation of Basel III standards by implementing the CRD IV package, which will be implemented in stages by 2020. At the same time, the National Bank of Moldova continues the process of promoting the banking sector reforms, focusing on shareholders 'transparency to attract new investors to meet higher quality requirements, establishing strong corporate governance in the banking sector, identifying bank affiliates and timely reflecting unfavorable loans in banks' balance sheets. The IT Park is set up in Moldova. The main objective of the initiative is to accelerate the development of the IT industry by accelerating the implementation of technologies in various fields, opening new jobs, attracting both internal and external investments and specialists. The concept of the Moldova IT Park model claims to be an ambitious and landmark project for the development of other areas; a community that will grow every year, to which new companies and projects will join and who will make new successes. All project actors want Moldova IT Park to become a useful and efficient project offering rich digital content and advanced information services, which in turn will increase the level of economic competitiveness and welfare of the population. Lately we witness spectacular changes in banking services. The banking system cooperates with IT companies to gain a competitive advantage. Thus, any bank is able to develop and deliver innovative solutions to consumers, streamlining the work and concept of banking services. These innovations offer unprecedented opportunities in financial activity. In the future, banking cards will be excluded, bank cards, branches and subsidiaries will be optimized, and banks will turn from service / product vendors to developers of consumer options and dreams. Any whim and transaction will be possible from any corner of the Earth. This research aims to elucidate trends in the global banking market and prospects for the Moldovan market. Keywords: banking sector, the future of banks, virtual banks, bank mergers, bank competitiveness

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