Template-Type: ReDIF-Article 1.0 Author-Name: Abdul Gaffar Khan Author-X-Name-First: Abdul Gaffar Author-X-Name-Last: Khan Author-Name: Md. Shahed Mahmud Author-X-Name-First: Md. Shahed Author-X-Name-Last: Mahmud Author-Name: Reshma Pervin Lima Author-X-Name-First: Reshma Pervin Author-X-Name-Last: Lima Title: Investigating the relationship between service quality and customer satisfaction of BKash in Bangladesh Abstract: The purpose of this paper is to investigate the relationship between service quality and customer satisfaction to use BKash through structural equation modelling. BKash is one of the leading mobile banking services providers in Bangladesh. A structured survey questionnaire was used to collect data from BKash users in Bangladesh. A convenience sampling method was used to select potential participants in this study. Out of the distributed questions, 292 completed usable were selected for the analysis which employed Partial Least Squares-Structural Equation Modelling (PLS-SEM). The results show that there exist positive and significant relationships between all variables of service quality and customer satisfaction for using BKash. Among the measurement variables the responsiveness and empathy have a strong impact on customer satisfaction, whereas tangibility was identified as a less significant factor in customer satisfaction. This study has several implications for researchers, financial policymakers, and senior management from banking industry for rendering and upgrading services to end-users and customers of mobile banking. Journal: Int. J. of Financial Services Management Pages: 1-17 Issue: 1 Volume: 10 Year: 2020 Keywords: mobile banking; service quality; customer satisfaction; SERVQUAL model; BKash. File-URL: http://www.inderscience.com/link.php?id=108876 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:1:p:1-17 Template-Type: ReDIF-Article 1.0 Author-Name: Hashem Aghazadeh Author-X-Name-First: Hashem Author-X-Name-Last: Aghazadeh Author-Name: Emad Rahmanian Author-X-Name-First: Emad Author-X-Name-Last: Rahmanian Author-Name: Hassan Abolmolouki Author-X-Name-First: Hassan Author-X-Name-Last: Abolmolouki Title: How market orientation enhances business performance through value creation: Iranian commercial banks Abstract: The main purpose of this study firstly is to investigate the relation between market orientations and business performance in the Iranian context and secondly, to propose an indigenous model that explains the enhancement of business performance through market-oriented value creation. Findings suggest that in Iran, this relation is significant but is neglected and requires more attention. The methodology consists of two phases, model developing and model evaluation, and both are based on the views and comments of academic scholars and top managers. The findings confirm the mediative role of value creation both directly and indirectly. This study is the first study conducted in Iranian context developing a model representing the relation of mentioned factors in the Iranian banking sector, and its findings are based on the reality of this industry. Journal: Int. J. of Financial Services Management Pages: 18-37 Issue: 1 Volume: 10 Year: 2020 Keywords: market orientation; value creation; financial services; banking industry; emerging markets. File-URL: http://www.inderscience.com/link.php?id=108877 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:1:p:18-37 Template-Type: ReDIF-Article 1.0 Author-Name: Heena Kashyap Author-X-Name-First: Heena Author-X-Name-Last: Kashyap Author-Name: Madan Lal Author-X-Name-First: Madan Author-X-Name-Last: Lal Author-Name: Sunny Makhija Author-X-Name-First: Sunny Author-X-Name-Last: Makhija Title: Consumers' intention to hire wedding planners: a study of selected cities in Northern India Abstract: This paper is an attempt to identify and understand the factors responsible for consumers' intention to hire wedding planners. Wedding planning is a combination of both tangible and intangible products such that wedding planner provides the service of managing events and purchase of related items (gifts, jewellery and dresses, etc.) on behalf of the consumer. The literature review revealed that factors like perception, motivation, attitude, trust and social pressure are responsible for consumers' intention to hire wedding planners. To study the topic, data have been accumulated from three cities, i.e. Delhi, Ludhiana and Chandigarh. The results reveal that factors like trust on wedding planners, perception towards wedding planning firms, motivation and societal pressure have significant influence on consumer's intention to hire wedding planners. Thus, this study helps in understanding the main factors responsible for diverse consumer behaviour. Journal: Int. J. of Financial Services Management Pages: 55-76 Issue: 1 Volume: 10 Year: 2020 Keywords: wedding planners; consumer behaviour; consumer's intention. File-URL: http://www.inderscience.com/link.php?id=108899 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:1:p:55-76 Template-Type: ReDIF-Article 1.0 Author-Name: Vanishri R. Hundekar Author-X-Name-First: Vanishri R. Author-X-Name-Last: Hundekar Title: Are SHGs catalysts for rural empowerment? Impact assessment of Stree Shakti interventions in India Abstract: Self-Help Group (SHG) is a crucial initiative to enable financial inclusion with multiple aims like access to microcredit, enabling income generation, savings and thereby eventually empowering the poor. This study attempts to evaluate if SHGs can be a change agent influencing women's empowerment. Findings revealed that there is an increase in the average income, and savings of SHG members. Microfinance related loan augment was found to be causing a significant difference in their empowerment level. Social and legal awareness caused a considerable impact on the social empowerment of members and better access to credit facilities has the significant impact on their economic empowerment followed by access to resources and promotional assistance. While study for longer term effect is desirable, even in the short term the program helped to improve the consumption and income generation. SHG program could well be the catalyst to achieve inclusive growth. The study offers important policy suggestions. Journal: Int. J. of Financial Services Management Pages: 77-97 Issue: 1 Volume: 10 Year: 2020 Keywords: SHG; self-help group; women empowerment; financial inclusion; income generation; microcredit and micro savings; rural women; microfinance; Stree Shakti program. File-URL: http://www.inderscience.com/link.php?id=108900 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:1:p:77-97 Template-Type: ReDIF-Article 1.0 Author-Name: Davis Bundi Ntwiga Author-X-Name-First: Davis Bundi Author-X-Name-Last: Ntwiga Title: Credit usage among the un(der) banked: consumer socio-economic characteristics and influence of financial technology Abstract: We use the 2016 FinAccess Household survey data of 2015 from 8665 households to analyse how the socio-economic characteristics and financial literacy of un(der) banked consumers can shape their dynamics towards credit usage. A qualitative analysis is presented on the influence of financial technology on consumer credit usage. The access to financial services is influenced by the socio-economic characteristics and financial literacy of the consumers. Gender, financial literacy, age, income, marital status, education level and geographical cluster are statistically significant in influencing credit usage, both current and past usage relative to never had credit. As financial technology continues to expand and offer credit, there is need to understand the user experience to match their social and economic status as a means to increase credit usage in Kenya. Journal: Int. J. of Financial Services Management Pages: 38-54 Issue: 1 Volume: 10 Year: 2020 Keywords: credit usage; un(der)banked; consumer; socio-economic; financial technology; financial services. File-URL: http://www.inderscience.com/link.php?id=108901 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:1:p:38-54 Template-Type: ReDIF-Article 1.0 Author-Name: Goodluck A.N. Mmari Author-X-Name-First: Goodluck A.N. Author-X-Name-Last: Mmari Title: An assessment of performance of savings and credit cooperative societies in Tanzania: empirical evidence from Dodoma city Abstract: Savings and Credit Co-operative Societies (SACCOS) mobilise and administer savings within their members and provide them with affordable credit facilities. Despite this role they also have drawbacks which affect their performance. None of the previous reviewed studies assessed performance of SACCOS in Tanzania. This study therefore was set to fill this knowledge gap. Cross-sectional research design was used in collecting data. Multi-stage sampling technique was used. Data were collected by using interviews and documentary review and analysed by using perception of members, mathematical equations, profitability ratios and tables. Comparisons with WOCCU standards were also used in assessing performance of SACCOS. Perceptions of members show that SACCOS were achieving high performance in terms of IT. The study found that the SACCOS achieved high performance in terms of net surplus; ROA; CIR; and loan portfolio ratios. However, the SACCOS were not performing well in terms of amount of savings by members. Journal: Int. J. of Financial Services Management Pages: 99-112 Issue: 2 Volume: 10 Year: 2020 Keywords: performance; SACCOS; WOCCU; FFIs; MFIs; cooperatives; Dodoma city; ROA; profitability; financial institutions; respondents. File-URL: http://www.inderscience.com/link.php?id=110222 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:2:p:99-112 Template-Type: ReDIF-Article 1.0 Author-Name: Sudarshan Maity Author-X-Name-First: Sudarshan Author-X-Name-Last: Maity Author-Name: Tarak Nath Sahu Author-X-Name-First: Tarak Nath Author-X-Name-Last: Sahu Author-Name: Debasish Biswas Author-X-Name-First: Debasish Author-X-Name-Last: Biswas Title: Assessing efficiency of private sector banks in India: an empirical investigation using DEA Abstract: The present study looks into the technical efficiency of private banks in India for the years 2015-2016 to 2018-2019 using Data Envelopment Approach. The findings are based on three inputs, two outputs models under the assumption of a constant return scale. According to the Shapiro Wilk test, the test for normality shows that the distribution of efficiency scores follows a normal distribution. Further, the Friedman test reveals that there is a significant difference in efficiency scores between the four years. To get a more specific result by a pair-wise combination, Wilcoxon signed-rank test is applied. The Spearman rank correlation is tested to know the correlation between ranks according to business size and rank according to technical efficiency score. The overall analysis shows the dominant big private banks are efficient and with higher technical efficiency scores. The findings are interesting and also point to the scope of improvement for the different banks with low-efficiency scores. Journal: Int. J. of Financial Services Management Pages: 138-155 Issue: 2 Volume: 10 Year: 2020 Keywords: data envelope analysis; private sector bank; Shapiro Wilk test; Friedman test; Wilcoxon signed-rank test. File-URL: http://www.inderscience.com/link.php?id=110223 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:2:p:138-155 Template-Type: ReDIF-Article 1.0 Author-Name: Amalendu Bhunia Author-X-Name-First: Amalendu Author-X-Name-Last: Bhunia Author-Name: Soumya Ganguly Author-X-Name-First: Soumya Author-X-Name-Last: Ganguly Title: An assessment of volatility and leverage effect before and during the period of Covid-19: a study of selected international stock markets Abstract: This research work assesses the volatility and leverage effect of the selected stock markets before and during the outburst of the Covid-19 of the selected international stock markets. This study is based on daily time-series data obtained from yahoo.finance database. The period of the study has been considered from 1 September 2019 to 31 December 2019, before the period of Covid-19, and from 1 January 2020 to 30 April 2020, during the period of Covid-19. In the course of analysis, descriptive statistics, the GARCH model, the EGARCH model, and the TGARCH model have been used. The GARCH test results show that volatility existed before and during the period of Covid-19. Both E-GARCH and T-GARCH test results show that the leverage effect existed before and during the period of Covid-19. So, the impact of the Covid-19 pandemic in terms of bad news has a bigger influence on international stock markets. Journal: Int. J. of Financial Services Management Pages: 113-127 Issue: 2 Volume: 10 Year: 2020 Keywords: stock markets; volatility; leverage effect; Covid-19; GARCH; EGARCH. File-URL: http://www.inderscience.com/link.php?id=110224 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:2:p:113-127 Template-Type: ReDIF-Article 1.0 Author-Name: Peeyush Bangur Author-X-Name-First: Peeyush Author-X-Name-Last: Bangur Title: Performance of strip option strategy on Indian capital market Abstract: The aim of this study is to analyse the performance of two different strip option strategies are analysed on the Indian stock market index, Nifty. The strategies on the data ranges from 2007-2020 on monthly bases. Long and short strip option strategies have been used in this analysis. By using newly developed pay-off formulas for strip option strategies, the results have been analysed on the basis of monthly success rate and profitability (in terms of points earned or lost in Nifty). Results of the higher success rate and better profitability of short strip option strategy indicate that volatility of Nifty has less bullish than bearish behaviour and Nifty has range-bound characteristics. Because of the higher success rate and better profitability, short strip option strategy can be consistently applied by traders on the Nifty for profit generation. For any trader, these findings will be useful for trading in Nifty. The pay-off formulas of strip option strategies have never been reported in any literature, hence these pay-off formulas will also help the academicians to calculate and understand the profit/loss on any index. Journal: Int. J. of Financial Services Management Pages: 128-137 Issue: 2 Volume: 10 Year: 2020 Keywords: strip option strategies; emerging market; pay-off formula; performance measurement; Nifty; trading. File-URL: http://www.inderscience.com/link.php?id=110225 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:2:p:128-137 Template-Type: ReDIF-Article 1.0 Author-Name: Salvatore Polizzi Author-X-Name-First: Salvatore Author-X-Name-Last: Polizzi Title: A critical re-examination of the academic literature on venture capital networks Abstract: This paper proposes a critical re-examination of the recent trends of the literature on venture capital networks. This brief review thoroughly scrutinises three papers that are representative of the recent academic literature in this field of study. I identify their points of strength and limitations, in order to pave the way for future research. This paper shows that the study of network weak and informal ties and the role of risk management strategies are promising areas for pushing the frontiers of research on venture capital networks. Extending our knowledge on this topic is crucial to understand the best strategic decisions venture capital firms should take, as parts of an inter-organisational network. I contribute to the extant literature by critically analysing a stream of literature that is important from both a scientific and managerial point of views. Moreover, this paper poses interesting questions to be addressed by future research. Journal: Int. J. of Financial Services Management Pages: 156-172 Issue: 2 Volume: 10 Year: 2020 Keywords: venture capital; private equity; network analysis; risk management; inter-organisational networks; network weak ties. File-URL: http://www.inderscience.com/link.php?id=110226 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:2:p:156-172 Template-Type: ReDIF-Article 1.0 Author-Name: Pendo Shukrani Kasoga Author-X-Name-First: Pendo Shukrani Author-X-Name-Last: Kasoga Title: Microfinance institutions and women's empowerment: empirical evidence in Tanzania Abstract: The study examines whether microfinance institutions (MFIs) empower Tanzanian women and identifies challenges that face women in gaining empowerment. Descriptive survey design involving 525 respondents was employed. Selection was done by simple random technique. Personal interview was used to collect data. Data were analysed using structural equation modelling and thematic analysis. The findings indicate that women participating in the MFIs were empowered in terms of control over income and savings, decision making, freedom to move to the markets or banks, purchase independently and knowledge of legal rights. The ability to purchase furniture independently and to move to the parents and siblings were insignificant. Market and business instability, high interest rate of the loans provided, bureaucracy in loan processing, family responsibility and shortage of capital were the challenges which impede women in gaining empowerment. Policies should be designed which have noteworthy of success which test program and product innovations that address women's difficulties. Journal: Int. J. of Financial Services Management Pages: 190-216 Issue: 3 Volume: 10 Year: 2020 Keywords: microfinance institutions; participation; women empowerment; Tanzania. File-URL: http://www.inderscience.com/link.php?id=111101 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:3:p:190-216 Template-Type: ReDIF-Article 1.0 Author-Name: Christopher Moturi Author-X-Name-First: Christopher Author-X-Name-Last: Moturi Author-Name: Geofrey Ogoti Author-X-Name-First: Geofrey Author-X-Name-Last: Ogoti Title: Strengthening technology risk management in mobile money lending Abstract: Innovative mobile money services have grown tremendously in the East African market. While there are positive effects of technology-enabled financial inclusion, risks exist. This study sought to strengthen the capacity of technology risk management by proposing practices and strategies that can protect the financial technology ecosystem. Applying the ISACA Risk IT Framework, data was collected in June 2019 from the leading digital lenders in Kenya. The study found that while regulated mobile lenders have an IT risk management environment that is viewed as a critical success factor, unregulated entities have minimal integration of IT risk management essentials. This study is useful to many developing countries where governments are working towards having secure and strong financial systems that contribute to the Millennium Sustainable Development Goals. Regulators and practitioners must ensure the financial technology lending ecosystem is protected from risks that could reverse gains made from witnessed developments in financial inclusion. Journal: Int. J. of Financial Services Management Pages: 217-238 Issue: 3 Volume: 10 Year: 2020 Keywords: mobile money lending; technology risk management; risk IT framework; mobile applications; mobile regulation; digital lending. File-URL: http://www.inderscience.com/link.php?id=111105 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:3:p:217-238 Template-Type: ReDIF-Article 1.0 Author-Name: Satyendra Kumar Author-X-Name-First: Satyendra Author-X-Name-Last: Kumar Author-Name: Trupti Samir Almoula Author-X-Name-First: Trupti Samir Author-X-Name-Last: Almoula Title: A comparative study of customer service level based on service marketing mix (7Ps) in selected public and private sector banks in Bhopal, MP, India, by using mystery shopping as a tool Abstract: Bank marketing revolves around the service marketing mix (7Ps) i.e., Product, Price, Place, Promotion, People, Process and Physical Evidence, to satisfy customers requirements. It has been observed that these 7Ps vary significantly within the public and private sector banks. The objective of this study is to compare these 7Ps in the selected public and private sector banks in Bhopal, MP, India, by using mystery shopping behaviour as a tool to collect customers' perception of the service level of banks. It focuses on observations made by mystery shoppers for comparing service levels at different banks during the branch visit made by them. This paper will help the bankers to acknowledge the comparative, rather competitive strengths they have and the areas of improvement which they must work on and also help them to formulate action plans to retain existing customers and attract new customers by taking care of 7Ps. Journal: Int. J. of Financial Services Management Pages: 239-267 Issue: 3 Volume: 10 Year: 2020 Keywords: bank marketing; service marketing mix; 7Ps; mystery shopping; customer service level; public and private sector banks; customers. File-URL: http://www.inderscience.com/link.php?id=111106 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:3:p:239-267 Template-Type: ReDIF-Article 1.0 Author-Name: Nazneen Jahan Chaudhury Author-X-Name-First: Nazneen Jahan Author-X-Name-Last: Chaudhury Title: The efficacy of liquidity management of Bangladeshi commercial banks: does liquidity underscore bank profitability? Abstract: This study has been designed for examining the effectiveness of liquidity management on the profit-making ability of Nationalised Commercial Banks (NCBs) in Bangladesh for the duration of 2008-2018. Six banks are chosen purposively as the sample. The study relies on a balanced panel data set of 66 observations which are gathered from the annual reports of banks and analysed by random effects regression model. The empirical results reveal that the liquidity affects the profitability of banks to a great extent. The value of R² is 75.21%, which explains a variation of 75.21% in profit-making ability in terms of Return on Assets. Among the liquidity measures, Tier 1 Capital/Risk Weighted Assets has highly significant positive effect; Assets/Shareholders Equity and Bank Size in terms of Deposits have highly significant negative effect; Market Rate of Interest has some significant negative effect on profit making ability of the selected banks. Journal: Int. J. of Financial Services Management Pages: 268-283 Issue: 3 Volume: 10 Year: 2020 Keywords: efficacy; liquidity management; profitability; commercial banks; Bangladesh. File-URL: http://www.inderscience.com/link.php?id=111107 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:3:p:268-283 Template-Type: ReDIF-Article 1.0 Author-Name: Asfand Yar Khan Author-X-Name-First: Asfand Yar Author-X-Name-Last: Khan Title: Relationship between mutual fund flows, stock market return and the economy: evidence from Pakistan Abstract: The mutual fund industry plays an imperative role in the financial development of a country. Most of the studies conducted on mutual funds are at micro-level in Pakistan i.e. the researchers mostly found the determinants of mutual fund returns and used traditional method of performance evaluation for the comparison between the different funds. This study used correlation and the Granger causality test to find association and correlation between mutual fund flows, stock market return and the economy. VAR model is used to strengthen the results after endorsing stationary test through ADF test. By using quarterly data from 2006 to 2016, the results suggest that there is a strong positive co-movement between mutual fund flows, stock market return and the economy. The simple Granger causality test reveals that these variables do not Granger cause each other hence cannot be used as predictors; these results are supported by VAR model. Journal: Int. J. of Financial Services Management Pages: 173-189 Issue: 3 Volume: 10 Year: 2020 Keywords: Pakistan; mutual fund flows; stock market return; GDP; industrial production growth; consumption; labour income. File-URL: http://www.inderscience.com/link.php?id=111108 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijfsmg:v:10:y:2020:i:3:p:173-189