Account Holders Research Articles

Mediating Effect of Service Quality on the Relationship Between Customer Relationship Management and Satisfaction of Commercial Banks’ Account Holders In Nairobi City County, Kenya

The objective of this study was to establish the mediating effect of service quality on the relationship between CRM and satisfaction of commercial banks account holders in Nairobi City County, Kenya. The study adopted a cross-sectional research design involving descriptive and explanatory research techniques. The target population was 34,649,583 account holders out of which a sample of 400 respondents was selected using mixed sampling techniques. Data was collected using a semi structured questionnaire and analyzed using both descriptive and inferential statistics. Simple and multiple linear regression were conducted to assess the relationships between the variables. The study was limited to a few constructs, cross sectional data, localized population and self reporting. The study established that service quality had a statistically significant mediating effect on the relationship between CRM and satisfaction of commercial banks account holders. The study recommends that commercial banks management should consider service quality dimensions when developing strategies because they have a significant effect on account holder satisfaction with commercial banking services. Commercial banks in Kenya and the central bank can use the findings of this study to formulate CRM related policies that enhance service quality and satisfaction of account holders. To increase the level of generalizability and objectivity, future studies should be carried out in microfinance banks, Savings and Credit Organizations using additional variables and a different methodology. Keywords: Customer relationship management, Service quality, Account holder satisfaction, Commercial banks DOI : 10.7176/EJBM/11-9-07 Publication date :March 31 st 2019

Effect of Technology Based Customer Relationship Management on Satisfaction of Commercial Banks’ Account Holders in Nairobi City County, Kenya

The objective of this study was to establish the effect of technology based Customer Relationship Management (CRM) on satisfaction of commercial banks account holders in Kenya. The study adopted a cross-sectional research design involving descriptive and explanatory research techniques. The target population was 34,649,583 account holders out of which a sampleof 400 respondents were selected using mixed sampling techniques. Data was collected using a questionnaire and analyzed using both descriptive and inferential statistics. Simple linear regression was conducted to assess the relationship between technology based CRM and account holder satisfaction. The study established that technology based CRM had a statistically significant effect on satisfaction of commercial banks account holders. The study recommends that commercial banks management should consider technology based CRM dimensions when developing strategies because they have a significant effect on account holder satisfaction with commercial banking services. Commercial banks in Kenya and the central bank can use the findings of this study to formulate technology based CRM policies that enhance service delivery, customer satisfaction and performance. To increase the level of generalization and objectivity, future studies should be carried out in other service industries such as insurance, airlines and medical services using additional variables and a different design such as time series. Keywords: Technology based customer relationship management, account holder, satisfaction, commercial banks DOI : 10.7176/EJBM/11-9-09 Publication date :March 31 st 2019

Application of Gap Model in Finding Service Quality Gaps: Comparative Study on Domestic and Foreign Banks Operating in Pakistan

The banking sector of Pakistan is growing with every passing year and the quality plays a major role in the developed banking sector. To retain loyal customers quality service is vital. Though, quality and customer service are major driving forces in the business community. Moreover, the product's quality is its capability which satisfies customers' expectations and needs. SERVQUAL scale questionnaire is used as research instrument which was developed by Parasuraman et al. (1988) which quantify the expected quality of banking services of selected samples of banks including domestic and foreign banks in Pakistan. The basic aim of this paper is to investigate the service quality and its relationship among domestic and foreign banks operating in Pakistan. A total of 300 respondents (account holders) were surveyed out of which, 50 account holders for each of the 6 banks including domestic and foreign Banks were surveyed. The sample selected is nonrandom convenient sampling method. This study is descriptive as well as comparative. The results, therefore, suggest that Bank Al-Falah has favorable gap scores in terms of Tangibility, Reliability, and Responsibility. Whereas Soneri Bank earned average Gap Scores in Assurance and Empathy. Also, national bank performed as less service quality measure and holding gap scores greater than all the other banks. Hence, therefore, this research indicates that all independent variables tangibility, empathy, reliability, assurance, responsibility, and empathy have significant relationship dependent variables consumer perceive quality. This study offers practical help to researchers and practitioners in providing a direction for service quality improvement by indicating the common theme that develops the service quality model.

Prevalence of Unprofessional Social Media Content Among Young Vascular Surgeons

Past surveys demonstrated that a significant number of patients thought that social media content would affect their choice of physician, hospital, or medical facility. Our goal was to evaluate the extent of unprofessional social media content among recent vascular surgery fellows and residents. The Association of Program Directors in Vascular Surgery directory was used to compile a list of the vascular trainees from 2016 to 2018. Neutral Facebook, Twitter, and Instagram accounts were searched for public information. All content was screened by two separate investigators for predetermined material categorized as either unprofessional or potentially objectionable. Unprofessional content included Health Insurance Portability and Accountability Act violations, appearing intoxicated, unlawful behavior, possession of drugs or drug paraphernalia, and uncensored profanity or offensive comments about colleagues and work or patients. Potentially objectionable content included holding or consuming alcohol, inappropriate attire, censored profanity, controversial political or religious comments, and controversial social topics. Evaluation of 480 vascular trainees revealed that 325 (68%) were male, 456 (95%) held MD degrees, and 115 (24%) were integrated 0 + 5 residents; 61 (30%) account holders had either unprofessional or potentially objectionable content, with 8 (3.4%) containing content categorized as unprofessional. The only forms of unprofessional content identified were obvious alcohol intoxication in three Facebook accounts and uncensored profanity or offensive comments about colleagues and work or patients in one Facebook and five Twitter accounts. Potentially objectionable content included holding or consuming alcohol (12.3%), controversial political comments (9.4%), inappropriate or offensive attire (3.8%), censored profanity (3.4%), controversial social topics (2.5%), and controversial religious comments (0.9%). There was no significant difference in objectionable content between sex, training (MD vs non-MD), or track (0 + 5 or 5 + 2; all P > .05). However, there was more unprofessional or potentially objectionable content for those who self-identified as vascular surgeons (33% vs 17%; P = .007). Half of recent and current vascular trainees had an identifiable social media account, with nearly a third of these containing unprofessional or potentially objectionable content. Account holders who self-identified as vascular surgeons were more likely to be associated with objectionable social media behavior. Young surgeons should be aware of the permanent public exposure of potentially objectionable content that can be accessed by peers, patients, and current or future employers.

The consequences of increasing block tariffs on the distribution of residential electricity subsidies in Addis Ababa, Ethiopia

This study evaluates the distribution of electricity subsidies to residential customers in Addis Ababa, Ethiopia in 2016 that results from the current increasing block tariff (IBT) structure. Customer billing data supplied by the electricity utility were matched with socioeconomic information collected from a survey of 987 households, and used with a utility-specific estimate of the costs of electricity service to estimate household-specific subsidies. The analysis differentiates between primary customers, who own an electricity account, and nonprimary customers, who pay a primary account holder, and presents the first detailed analysis of the incidence of subsidies provided to households with private versus shared electricity connections. Results show that households in the poorest quintile received 7% of the total subsidy, while households in the wealthiest quintile received 37%. The majority of households with shared connections were in poorer quintiles, and 80% in the poorest quintile were nonprimary customers. The regressive outcomes of the IBT structure are explained by two of its attributes: (1) the volumetric rates in all tariff blocks are substantially below the total average cost of delivery of the service; and (2) there is only a moderate association between electricity consumption and household wealth.

Account Holders’ Perception towards E – Banking Services of Public and Private Sector Banks

Account Holders’ Perception towards E – Banking Services of Public and Private Sector Banks

Determinants of sales misconduct in Indian retail banking services

PurposeThe purpose of this paper is to demonstrate those factors which are responsible for the sales misconduct in Retail banking services across the world and try to find out the determinants which majorly affect the Indian Retail banking industry. The authors also try to find out whether the sales approach leads to malpractices in sales and how does it affect the different categories of the customers.Design/methodology/approachPrimary data have been collected from the bank account holders having account in various private and public sector banks operating in India.FindingsThe authors have come out with finding that sales misconduct is majorly affected by misrepresentation of facts, complexity of products, lack of disclosure norms and more. They also found that push sales approach is adopted by banks, particularly by private banks to majorly tap the class customers to sell the financial products without their requirement and achieve the revenue targets.Practical implicationsBanking regulators can keep a close supervision on sales mal practices in banking sector and implement stringent norms to reduce these kinds of practices.Originality/valueVery few studies have been conducted on the basis of the class of the customer, and how sales approach leads the malpractices in sales and how it affects the class of the customers.

A Reliable ATM Protocol and Comparative Analysis on Various Parameters with Other ATM Protocols

An automated teller machine (ATM) is a new banking system in which an account holder can access his/her account anytime and anywhere with bank given ATM cum Debit card. User can interact with the bank through this card. Some more facilities are there by using this machine. But system has lacks of security issues like masquerading etc. for the user. Therefore this problem encourages us to introduce an efficient system to fight with the all possible threats by using DynaPass on existing mobile network. An efficient protocol proposed here to minimize these threats. This protocol has modelled through Petrinet diagram using Tina Pro under various parameters. And finally it compared with the existing protocols on the ground of security, delay and cost

Cash Withdrawal of the Account Holder from the Account Used for the Telecommunications Fraud and Embezzlement

Cash Withdrawal of the Account Holder from the Account Used for the Telecommunications Fraud and Embezzlement

Contrast Pattern-Based Classification for Bot Detection on Twitter

Detecting non-human activity in social networks has become an area of great interest for both industry and academia. In this context, obtaining a high detection accuracy is not the only desired quality; experts in the application domain would also like having an understandable model, with which one may explain a decision. An explanatory decision model may help experts to consider, for example, taking legal action against an account that has displayed offensive behavior, or forewarning an account holder about suspicious activity. In this paper, we shall use a pattern-based classification mechanism to social bot detection, specifically for Twitter. Furthermore, we shall introduce a new feature model for social bot detection, which extends (part of) an existing model with features out of Twitter account usage and tweet content sentiment analysis. From our experimental results, we shall see that our mechanism outperforms other, state-of-the-art classifiers, not based on patterns; and that our feature model yields better classification results than others reported on in the literature.

An Overview of Corporate Governance Models in Financial Institutions

The paper illustrates the models of corporate governance in the aspects of its definition, nature of management and objectives along with its roles, regulation and power of various stakeholders in ensuring the accountability and the protection of the rights of various stakeholders from conventional and Islamic perspectives. These models are different in their characteristics, nature, culture, costume, epistemology, and country’s rules and regulation. However, the conventional models highlight the roles of shareholders, stakeholders, depositors, institutions, investors, and communities from the perspective of the nation’s demand and cultures. In contrast, the Islamic model of corporate governance consists of some roles and responsibilities such as the responsibilities to suppliers, customers, investment account holders, shareholders, management, the board of directors, competitors, Shariah supervisory boards, societies, and the employees from its spiritual and social commitments. Through the critical analysis of these models of corporate governance is deemed to help the empirical research on corporate governance model and develop a certain model of Islamic corporate governance. However, the paper may help to give a simple understanding of the corporate governance models in both the conventional and Islamic perspectives of financial institutions.

GOVERNANCE & SHARIA ISSUES IN INVESTMENT ACCOUNT

Corporate Governance and Sharia Governance has been the main key of the existence of Islamic finance industry. Recently there are some issues which related to governance which are sharia arbitrage, Investment account holder treatment and the need of professional ethic for Sharia Supervisory Board member. These three issues if in the future can be managed properly will take the industry forward. But, the practice of good corporate and sharia governance still based on the Islamic Finance discretion. Since the Islamic finance industry still growing, the carefulness in conducting all transaction with a spirit of good corporate and sharia governance will be benefit to the development of industry in the future.

Early Warning Signals to Predict Islamic Bank Failure


 The paper empiricialy tests the use of various stability factors as early warning signals that can effectively predict the failure in Islamic banking institutions. These early warning signals enable the regulatory and supervisory authorities to take timely corrective action to safeguard the interest of fund providers such as depositors, investment account holders, creditors as well as other stakeholders. Using a 10-year panel data of 65 Islamic banks from 13 banking systems in the Middle East, North Africa, Asia and Europe, this study uses six stability indicators of CAMELS supervisory framework in a logistic model to see their effecitveness in predicting distress in Islamic banks. The model is then extended with the alternative capital are leverage ratios as well as macroeconomic variables in order to see whether simple leverage ratio offers better estimation results than the complex, risk weighted measures as debated by (Haldane, 2012).

Product Awareness of Account Holders under Pradhan Mantri Jan Dhan Yojana (PMJDY)

Product Awareness of Account Holders under Pradhan Mantri Jan Dhan Yojana (PMJDY)

Opinion Conflicts

In Twitter, there is a rising trend in abusive behavior which often leads to incivility. This trend is affecting users mentally and as a result they tend to leave Twitter and other such social networking sites thus depleting the active user base. In this paper, we study factors associated with incivility. We observe that the act of incivility is highly correlated with the opinion differences between the account holder (i.e., the user writing the incivil tweet) and the target (i.e., the user for whom the incivil tweet is meant for or targeted), toward a named entity. We introduce a character level CNN model and incorporate the entity-specific sentiment information for efficient incivility detection which significantly outperforms multiple baseline methods achieving an impressive accuracy of 93.3% (4.9% improvement over the best baseline). In a post-hoc analysis, we also study the behavioral aspects of the targets and account holders and try to understand the reasons behind the incivility incidents. Interestingly, we observe that there are strong signals of repetitions in incivil behavior. In particular, we find that there are a significant fraction of account holders who act as repeat offenders - attacking the targets even more than 10 times. Similarly, there are also targets who get targeted multiple times. In general, the targets are found to have higher reputation scores than the account holders.

Compromised user credentials detection in a digital enterprise using behavioral analytics

In today’s digital age, the digital transformation is necessary for almost every competitive enterprise in terms of having access to the best resources and ensuring customer satisfaction. However, due to such rewards, these enterprises are facing key concerns around the risk of next-generation data security or cybercrime which is continually increasing issue due to the digital transformation four essential pillars—cloud computing, big data analytics, social and mobile computing. Data transformation-driven enterprises should ready to handle this next-generation data security problem, in particular, the compromised user credential (CUC). When an intruder or cybercriminal develops trust relationships as a legitimate account holder and then gain privileged access to the system for misuse. Many state-of-the-art risk mitigation tools are being developed, such as encrypted and secure password policy, authentication, and authorization mechanism. However, the CUC has become more complex and increasingly critical to the digital transformation process of the enterprise’s database by a cybercriminal, we propose a novel technique that effectively detects CUC at the enterprise-level. The proposed technique is learning from the user’s behavior and builds a knowledge base system (KBS) which observe changes in the user’s operational behavior. For that reason, a series of experiments were carried out on the dataset that collected from a sensitive database. All empirical results are validated through well-known evaluation measures, such as (i) accuracy, (ii) sensitivity, (iii) specificity, (iv) prudence accuracy, (v) precision, (vi) f-measure, and (vii) error rate. The experiments show that the proposed approach obtained weighted accuracy up to 99% and overall error of about 1%. The results clearly demonstrate that the proposed model efficiently can detect CUC which may keep an organization safe from major damage in data through cyber-attacks.

An Evaluation of a Secure Email Service (Healthmail): A Cross-sectional Survey of Irish GPs

Securing sensitive patient information has become increasingly important after cyber-attacks on healthcare systems. Many current forms of communication such as fax and letter are insecure. Effective cybersecurity can increase patient safety. Healthmail is a secure email service which acts as a means of transferring patient information. Healthmail is available to a range of Irish medical workers. An online survey was sent to Healthmail account holders and to general practitioners (GPs) in Ireland. Self-declared GP account holders' responses were examined to evaluate their usage of Healthmail, opinions on Healthmail's merits and suggestions for improving Healthmail. The response rate was 19.5% (276/1415). Over half (51.5%) of respondents sent at least one Healthmail email in the previous week. Overall, 64.7% (n=178) of respondents said Healthmail improves patient care. Also, 58.7% (n=155) of respondents said Healthmail should be expanded to other disciplines. Many respondents (40.5%) said they would be happy to communicate with patients using secure email. These results suggest that Healthmail's perceived utility is high and could increase. Therefore, Healthmail has the potential to become part of mainstream communication between healthcare workers.

Joint bank accounts and survivorship

Who is beneficially entitled to the money deposited in a joint bank account? In the great majority of cases, it is clear that the money is jointly owned and will pass on the death of one of the account holders to the survivor. However, things are not always simple and the law then has to decide as to the ownership of the money in a dispute between the surviving account holder and the estate of the deceased. The decision of the Judicial Committee of the Privy Council in Whitlock v Moree, a case on appeal from the Court of Appeal of the Bahamas is the latest decision on this topic.

EU ETS facets in the net: Structure and evolution of the EU ETS network

In this work, we investigate which countries have been more central during Phases I and II of the European Emission Trading Scheme (EU ETS) with respect to the different types of accounts operating in the system. We borrow a set of centrality measures from Network Theory's tools to describe how the structure of the system has evolved over time and to identify which countries have been in the core or in the periphery of the network. Performing partitions on the different types of accounts and transactions characterizing the EU ETS, we investigate whether intermediaries have affected the overall structure of the system. From the analysis of the European Union Transaction Log data over the period 2005–2012, we find that some national registries (France, Denmark, Germany, United Kingdom, The Netherlands) were much more central than others in the network. Empirical evidence, moreover, shows that some account holders strategically opened additional accounts in the more central registries, thus reinforcing their centrality in the network. Finally, it turns out that Person Holding Accounts (PHAs) have played a prominent role in the transaction of permits, heavily influencing the configuration of the system. This motivates further research on the impact of non-regulated entities in the EU ETS design.

Identifying people with dementia on Twitter

There is a growing body of research on the use of Twitter by people with health conditions, but it does not include people with dementia. In this brief report, we aim to: (1) determine whether people with dementia are using Twitter; (2) provide an estimate of the number of Twitter account holders who identify as having a diagnosis of dementia; and (3) examine the demographic characteristics of these account holders. Tweetcatcher was used to identify tweets containing the search terms 'dementia' or 'Alzheimer'. These data were systematically searched to locate account holders who identified themselves as having a diagnosis of dementia, and a content analysis was conducted of these account holders' profiles. Thirty account holders self-identified as having a diagnosis of dementia. The average age of account holders was 59 years and the majority were located in North America or the UK. Although the majority of account holders reported having Alzheimer's disease or did not specify a type of dementia, some rare forms of dementia were also evident. The sample consisted of relatively young account holders and contained more men, which might suggest that other groups are under-represented on Twitter. The majority of account holders considered themselves a dementia activist or were affiliated with a dementia organisation. The findings suggest that people with dementia, with varying demographic characteristics and a range of diagnoses, are active on Twitter. These account holders are more frequently male, relatively young, and dementia activists.