International Journal of Electronic Banking (8 papers in press)

Regular Issues

• Influence of Demographic Variables on Synchronization between Customer Satisfaction and Retail Banking Channels for Customers of Public Sector Banks of India  
  by Neha Gupta 
  Abstract: The purpose of this study is to examine synchronization between customer satisfaction and retail banking channels based on customer demographic variables to understand the influence of channels on customer value creation for public sector banks (PSBs) of India. The questionnaire was administered for 692 respondents, data was collected from cities represent metros, class A, Tier I & Tier II cities of India. Results show that significant difference exist among perception drawn by various demographics for accomplishment of satisfaction and experience out of retail banking channels. Young and older bank customers differ significantly in their perception of satisfaction derived from retail banking channels, relational benefits and attractiveness of alternatives channels. The findings in this research highlight the need for managers to design different retail banking packages for each demographic customer group.
  Keywords: Banking Industry; Customer Satisfaction; Retail Banking; Segmentation; Consumer Behavior; Demographic; Public Sector Banks.
  
  
• The Impact of Social Media on Seeking Individuals Cosmetic Procedures  
  by Tariq Saeed, Esra AlDhaen, Ayman Saeed 
  Abstract: Social Media is a force of the modern times and is taking over us at a fast rate. Its widespread use and increasing popularity have enabled users to connect, learn and communicate at an advanced level. It brings several communities from all over the world together on one platform and allows them to interact efficiently, enabling them to share information and acquire knowledge. Many brands and companies use it as a platform to market their products and among these, cosmetic brands stay near the top of the list. Apart from that, many makeup artists and beauty influencers create blogs on it to discuss their fashion and beauty routines. This has eventually lead to a massive effect created by these factors on the general population, especially in the GCC region, when it comes to opting for cosmetic procedures. Especially in the regions of Saudi Arabia and Dubai, the cosmetic industry has seen a marked boost especially in these recent years and the credit goes to influence from the west through social media and the trend of posting selfies on social media platforms itself. Besides this, surgeons and patients are able to communicate more effectively over these platforms, hence finding the whole experience of choosing a doctor for get a certain procedure done, very easy and quick. This paper aims to investigate the influence of Social Media: Seeking for Cosmetic Procedure, taking into account the issues that could be caused by attracting unqualified doctors to conduct the cosmetic procedure or implications of following wrong procedures This paper explores all the influence of social media and its usage in the GCC region and the effect it has on the number of people who eventually opt for different cosmetic procedures. It also explores different ways in which social media creates an impact on the rise in the trend of cosmetic procedures.
  Keywords: Plastic Surgery; Cosmetic procedures; Social Media; Gulf Cooperation Council (GCC).
  
  
• The influence of intellectual capital on the return of equity among banks listed in Amman Stock Exchange  
  by Kamelia Moh'd Khier Al-Momani, Abdulnaser Nour 
  Abstract: The study intends to examine the impact of Intellectual Capital (IC) measured by Value Added Intellectual Coefficient (VAIC) on the Return of Equity Ratio (ROE) of commercial banks in Amman Stock Exchange (ASE). The study used the annual reports for 14 commercial banks listed in ASE during the period 2010-2015, and the data were analyzed by SPSS to test the hypothesis of the study. In addition, the results show that negative impact between VAIC and ROE of commercial banks in Jordan, but there is a positive impact between components of VAIC and ROE of Jordanian banks. Based on these results, researchers suggest the commercial banks in Jordan should be concerned in the IC especially human capital because its main components in the banks work.
  Keywords: Intellectual Capital; intangible asset; Value Added Intellectual Coefficient; Value Added; profitability; commercial banks.
  
  
• Assessing the Impact of Job Enrichment on Employees Satisfaction: Perceptions of Public Sector Employees in the Kingdom Of Bahrain  
  by Latifa Al-Banki, Sherine Badawi 
  Abstract: The public sector is one of the main parts of the economy of the Kingdom of Bahrain which is currently facing an economic recession and a debt position caused by reducing oil prices and raising global economic competition, hence it is very important to evaluate the tools used for lowering costs and increasing productivity simultaneously to keep up with the global competition. Job enrichment is one of the human resources management tools that are mainly used to develop job designs through giving more challenges, experiences, growth opportunities and responsibilities to employees who are considered to be the unique competitive advantage resources in order to raise their satisfaction and increase their productivity with the minimum costs. However, in the current economic situation, job enrichment might be mainly used by employers in order to minimize costs, minimize seniors workload and dispense with the number of vacancies in order to save money rather than increase employees satisfaction. This action might lead to negative undesired consequences including employees dissatisfaction. Therefore, this study is important to assess the impact of the actual application of job enrichment on employees satisfaction perceived by the public sector employees of Bahrain to conclude the effectiveness of using such a tool. Furthermore, it tests the influence of demographic factors (such as gender, age, education level, work experience and salary) on the employees perception of job enrichment and job satisfaction. A questionnaire was distributed on a simple random sample from Bahrains public sector employees in order to collect the primary data to test the research hypotheses and to analyze findings based on their responses. The findings of the study have shown that there is a strong positive relationship between job enrichment and employees satisfaction according to the perceptions of public sector employees in Bahrain. Furthermore, some of the demographic factors had statically significant impacts on the employees perceptions of job enrichment and job satisfaction. Recommendations were suggested based on the findings of this research and suggestions for future
  Keywords: (Job Enrichment; Employees’ Satisfaction; Employees’ Perceptions; Kingdom of Bahrain; Public Sector.
  
  
• THE IMPACT OF GENDER DIFFERENCE BETWEEN EMPLOYEES AND THEIR MANAGERS ON EMPLOYEES JOB SATISFACTION IN ISLAMIC BANKING SECTOR IN KINGDOM OF BAHRAIN  
  by Sameh Reyad, Abdulaziz Adel Al Jar 
  Abstract: The primary purpose of this study is to determine the impact of the gender difference between the employees and their managers on the employees' job satisfaction in Islamic banking sector (Islamic retail banks only, the wholesale banks are excluded) in kingdom of Bahrain. Total respondents for the questionnaire was 374 (98 managers and 276 employees) from 6 different Islamic retail banks in Bahrain and those were included in the study. Results of this study were extracted using non parametric Mann Whitney U test and Kruskal-Wallis tests; because employees job satisfaction was not normally distributed among the respondents who are working in Islamic banking. The results of the study show a contradiction between the results of the managers questionnaire and the result of employees questionnaire. Female managers though their employees are more satisfied than employees who work with male manager, but employees questionnaire end with result that employees work with male managers are more satisfied than employees work with female managers. Mann-Whitney U test used for employees questionnaire found that male employees are more satisfied when work with male managers, but the female employees are satisfied with male manager. The same test found that gender similarity or difference between employees and their managers do not have a significant difference on the employees job satisfaction.
  Keywords: gender difference; job satisfaction; Islamic banks; GCC.
  
  
• Recent Trend in Mobile Banking in Indian Markets  
  by Rashmi Bansal 
  Abstract: The invention of mobile phone has brought about revolution not only in the mode of communications, but it has also opened the path of financial inclusion. India is one of the two Asian giants with huge population. However, a significant part of its population lives in rural areas deprived of access to the formal banking facilities. The use of mobile phones for mobile financial services has turned out to be a means of financial inclusion of these segments of the population also. In the context of India, various drivers and barriers for the growth of mobile money industry (MMI) have been analyzed. In recent years, certain developments such as "Demonetisation" have pushed up the mobile financial services in India dramatically. The growth of the usage of smart phones is expected to push up mobile financial services (MFS) in the coming years significantly. The projects like ASHA are making mobile banking (MB) in India much popular. It is expected that in the coming years, mobile banking in India would register an impressive growth.
  Keywords: Keywords: mobile money; mobile financial services; mobile wallet; financial inclusion; ASHA.
  
  
• Impact of demographic variables on factors of customer satisfaction in banking industry using Confirmatory Factor Analysis  
  by Ruchika Gupta, Siddharth Varma 
  Abstract: Emergence of technology and competitive pressures led by financial liberalization are driving fundamental shifts in the way Indian banks operate and deliver services to their customers. Banks are progressively moving towards an age of high-technology banking in order to ensure operational excellence and higher customer satisfaction. Use of technology for providing banking services requires investment of money and time and it becomes imperative to understand whether technological innovations really boost the level of customer satisfaction. This paper attempts to measure the impact of demographic variables on various determinants of customer satisfaction in the Indian Banking Industry, e.g. .security, reliability, privacy.Confirmatory Factor Analysis (CFA) using AMOS 18 was utilized to examine the validity and reliability of the measurement model. The study is based on a survey of banking customers particularly in the National Capital Region of Delhi. The study is limited to two innovations in the banking industry: Credit/Debit Card and Internet Banking.
  Keywords: Technology; innovation; customer satisfaction; CFA; Credit/ Debit Card; internet banking.
  
  
• Electronic Resources in Islamic Economics: The Case of Islamic Economic and Finance Pedia (IEFPEDIA)  
  by Bishr Lutfi 
  Abstract: This study aims to shed lights on the concept and characteristics of electronic resources and challenges they face. Electronic resources have number of advantages for researchers and students, including the ease of use, storing and restoring, as well they provide a permanent availability with low cost and less effort. This study also highlights Islamic Economics and Finance Pedia (IEFPEDIA) as one of websites that provide electronic resources in the field of Islamic economic and finance, which occupies advanced places according to number of statistics, such as the level of browsing, the global website ranking and file downloads level, according to which it is considered as one of the leading websites in the field of Islamic economics and finance. However, IEFPEDIA faces number of challenges such as the lack of cooperation, shortage of financial support and hacking risks.
  Keywords: Electronic resources; Islamic Economics and Finance Pedia; Islamic finance; Islamic economics.