International Journal of Financial Services Management
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International Journal of Financial Services Management (7 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.
Corporate governance practices of banks in developed countries after the financial crisis of 2008 by Nesrine Ayadi Abstract: This paper suggests a classification of 30 banks of four member countries of the euro zone, according to their governance practices, through a principal component analysis. The governance convergence mechanisms of the 30 banks in four countries in 2009 were analysed on the basis of a consistent measurement with this approach. Bringing banks together according to the directors' compensation seems more appropriate to identify the similarities in the behaviour. This will lead us to classify banks into three categories: the first consists of the banks that award a very high incentive pay to their CEO, the second group provides a high compensation to the CEO and the third category gives a relatively low compensation to their CEO. Keywords: board of directors; CEO compensation; bank. DOI: 10.1504/IJFSM.2019.10023051
Financial well-being, risk avoidance and stock market participation by Sreeram Sivaramakrishnan, Mala Srivastava Abstract: The purpose of this study is to understand the influences of risk avoidance and financial well-being on the intention to invest in equity products. Risk avoidance - a reflective construct was measured using a seven-item scale while financial well-being, also a reflective construct was measured using an established eight-item scale. Survey data for urban, retail, middle-class investors was collected across four cities in India. This was then analysed using PLS-SEM and it was found that financial well-being and risk avoidance have a negative influence on the intention to invest in equity products. The finding regarding risk avoidance and intention to invest corroborated earlier studies. A counterintuitive finding was that financial well-being or the feeling of financial security does not embolden an investor to invest in the stock markets rather it seems to prove a deterrent for stock market participation. This suggests that financial institutions may need to highlight gaps in financial security of households or use other creative means of communication to increase stock market participation. Keywords: financial well-being; risk avoidance; intention to invest; stock market participation. DOI: 10.1504/IJFSM.2019.10024217
Measuring volatility linkage, clustering and sensitivity to external shocks in Nigerian stock index by Shafiu Ibrahim Abdullahi Abstract: Recent events in the global economy have further exposed the fear and uneasiness in the minds of investors around the world. The resort to protectionist policies by nations around the world as reaction to the attempt by US President Donald Trump to use higher tariffs to increase his country's share of global trade has made global investors seek safe havens. This paper measures stock market volatility and linkages among three stock markets. EGARCH and TGARCH models were employed in analysing univariate volatility in the indices, while bivariate GARCH (diagonal BEKK) was employed in measuring returns linkages. The result of the analysis shows that markets exhibit evidence of asymmetry and persistence in volatility; volatility from previous periods significantly affects current period and markets react with speed to news of volatility. In terms of portfolio diversification, NSE-IST provides better opportunity followed by NSE-JSE and then JSE-IST. Keywords: volatility linkage; financial contagion; Nigerian stock market; EGARCH; TGARCH; diagonal BEKK; portfolio diversification. DOI: 10.1504/IJFSM.2019.10024218
Empirical investigation of antecedents of perceived recovery service quality: evidence from retail banking in United Arab Emirates by Vimi Jham Abstract: The banking sector has undergone tremendous change in all forms of service it provides to its customers. The aims of the banks are to avoid customer defection and lead to customer satisfaction. The purpose of the study was to examine the linkages among the constructs, such as customer perceived service quality, perceived service recovery quality and customer satisfaction in the banking industry. The moderating effect of negative brand perception due to service failure on recovery satisfaction was investigated. Random sampling methods are used to draw the sample from the population. Data was collected from 262 banking customers and were analysed with the help of structural equation modelling approach using smart PLS to understand the relationship among variables being studied. The results of the study contribute to the research by proving that customer service recovery satisfaction is dependent on customer perceived service quality and the moderating effect of negative brand perception due to service failure was insignificant. Keywords: service recovery satisfaction; perceived service quality; perceived service recovery quality; structural equation modelling; United Arab Emirates. DOI: 10.1504/IJFSM.2019.10024219
Factors determining profitability of banks in UAE by Varun Chotia, Rajesh Jayakar Pai Abstract: The objective of this study is to examine and evaluate the micro- and macro-factors that affect the profitability of the banks operating on the domestic outskirts of UAE during the post-crisis period. An analysis is done to evaluate the relationship between the financial ratios of a few of the local banks in the UAE using the data of the past nine years, i.e. 2009 to 2017 (the post-crisis period). The study show the results that the factor most adversely impacting the profitability in banks like Abu Dhabi Commercial Bank, Commercial Bank of Dubai, Dubai Islamic Bank and Emirates Islamic Bank, is 'interest income' whereas that in banks like Emirates National Bank of Dubai, Mashreq Bank, United Arab Bank and United National Bank, is 'wages' as per cent of the total expenses. Keywords: correlation analysis; multiple regression analysis; factor analysis; profitability; global economic downfall. DOI: 10.1504/IJFSM.2019.10024220