International Journal of Financial Services Management
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International Journal of Financial Services Management (2 papers in press)
Investigating the relationship between service quality and customer satisfaction of BKash in Bangladesh by Abdul Gaffar Khan, Md. Shahed Mahmud, Reshma Pervin Lima Abstract: The purpose of this paper is to investigate the relationship between service quality and customer satisfaction to use BKash through the structural equation model (SEM). 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 showed 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 has 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. Keywords: mobile banking; service quality; customer satisfaction; SERVQUAL model; BKash.
How market orientation enhances business performance through value creation, Iranian commercial banks by Emad Rahmanian, Hashem Aghazadeh, Hassan Abolmolouki Abstract: The main purposes of this study are to investigate the relation between market orientations and business performance in the Iranian context and 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 development 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 is the first study conducted in the Iranian context developing a model and representing the relation of mentioned factors in the Iranian banking sector, and its findings are based on the reality of this industry.
Keywords: Market orientation; value creation; financial services; banking industry; emerging markets.