Bank Melli Iran Research Articles

Design and Development of a Maturity Model for Performance Evaluation of Managers with a Modern Technology Approach in Bank Melli Iran (Fuzzy Delphi Method)

Objective: Industry 4.0 or the digital revolution is changing the way we live, altering the interaction between customers and banks, inevitably implying that both existing business techniques and financial management are not exempt from this change. The main objective of this research is to design and develop a maturity model for the performance evaluation of managers in Bank Melli Iran with a modern technology approach. Methodology: This research is applied-developmental in terms of purpose, exploratory in nature, and descriptive-survey with a mixed exploratory approach in terms of data collection method. The qualitative approach is based on the fuzzy Delphi method. In the qualitative section of the research, a purposeful sample of 15 participants was selected, including academic experts and some senior managers of Bank Melli. Findings: The statistical population in the quantitative section includes 180 experts and employees of Bank Melli, with a sample size of 120 estimated using random sampling. Data in the qualitative section were collected through semi-structured interviews guided by general directions and then analyzed using the fuzzy Delphi method to develop the conceptual model of the research. In the model testing phase, the research hypotheses were developed and tested using factor analysis and path analysis models with SPSS and PLS software. Conclusion: The research results indicated that the model consists of four main factors: management tasks, conceptual skills, technical skills, and human skills, described by 22 indicators and 104 sub-indicators.

The Impact of Brand Experience on Brand Engagement with Meditating Role of Brand Love and Brand Trust

The present study aims to investigate the impact of brand experience on brand engagement with mediating role of brand love and brand trust. Within the literature, there have been a select few studies that have focused on these factors in case of Bank Melli Iran. To this end, a case study approach was utilized in which 384 customers of Bank Melli Iran in Sari (both male and female) were selected based on available non-random sampling method and the formula of Cochran to participate in this study. Data collection method was library and field type. In the field method, we used the standard questionnaire. To evaluate the validity while using content validity, structural validity (convergent, divergent validity and composite reliability) was also used. The reliability of the questionnaire was assessed by Cronbach's alpha test. The results of convergent, divergent and composite reliability studies showed a good fit of measurement models, and also the results of Cronbach's alpha study showed a good reliability of each variable. After ensuring the validity and reliability of the research questionnaire, the final data collection was performed and the results were analyzed using structural equation modeling under partial least squares (PLS). Finally, the results showed that brand experience, both directly and indirectly, mediated by brand love and brand trust, has a positive effect on brand engagement.

Analysis of Role of Cloud Computing in Providing Internet Banking Services: Case Study Bank Melli Iran

In this paper, the cloud-computing model proposed by Davis has been used to explain the main parameters of cloud computing by the use of information systems. This paper investigates influential factors in decision to use cloud computing among employees of the national bank information technology organization based on the cloud-computing model. To analyze and investigate the use of cloud computing in national bank services, the designed questionnaire was distributed among 230 experts and acquainted with the information technology industry in the national bank information technology organization; which resulted in the questionnaire’s Cronbach's alpha 0.84. After conducting exploratory and confirmatory factor analysis with regard to analytical coefficients, utility factors were proved to have the most critical influence on the decision of using cloud computing in the electronic banking system. The findings of this research can be considered as guidelines used by national bank managers to employ cloud computing technology.

The Impact of Human Resource Development Practices on the Job Performance of Bank Melli Iran Employees With the Mediating Role of Employee Competencies

The Impact of Human Resource Development Practices on the Job Performance of Bank Melli Iran Employees With the Mediating Role of Employee Competencies

Identifying the Mental Model of the Managers of Melli Bank Regarding Quantum Leadership using Q-methodology

At Bank Melli Iran, which is the site of research, there are different opinions and views on quantum leadership, each of which is representing a specific intellectual model on the subject. These diverse opinions form a space for discourse. This study will identify this discursive space in detail and also analyze it in order to reveal organizational models to present strategies to plan the improvement of Bank Melli's policies and plans. The methodology used in this research is Q-sort or Q-methodology. This methodology was able to reveal several courses in the speech forum. Studying discursive space, 74 factors were detected. In analyzing these propositions, finally, 59 factors formalized Q expressions. These propositions that form the Q order, were written by paras on 59 cards. A sample of Bank Melli managers was then selected using Q-sort arrange for these cards on the Q-chart using defined instructions. In interpreting and the results obtained, three large models were identified including the ambassadors of change, the pioneers of protection and the drivers of stability.

A Glance at Rastin Banking

To design an operational Islamic banking system, we tried to mix theoretical and experimental knowledge to develop Rastin Banking. Rastin Banking is a completely new solution to banking based on Islamic and ethical teachings with the scientific and technological approach. Some parts and modules of Rastin Banking have been implemented in Bank Melli Iran. The installed parts of the system had well-functioning and attracted depositors and investors, and since the procedures and instructions are well defined, the bank's staff executed its procedures easily. The results of the test system were very satisfactory and more than expectation. Rastin Banking is a nationwide project with lots of subtle technical points. This system is an open-source banking model, and all banks around the globe can easily install and use it. We wish Rastin Banking could put important steps to remove Riba and establish Islamic banking throughout the globe.

Organizational Design and Rules in Rastin Profit and Loss Sharing Banking

Purpose: This paper aims to explain the organizational structure of Rastin Profit and Loss Sharing (PLS) Banking. Rastin Banking is a full Islamic Banking System with all necessary parts for banking operations that can be installed in conventional and Islamic banks both.
 Design: Rastin Banking complies with the nature of the financial intermediary activity (the partnership of depositor in the yields of the fund receiver via the bank). To fulfill this goal, particular organizational structure, accompanying with instruments and workflow are defined.
 Findings: To handle Rastin Banking, particular theoretical and operational regulatory frameworks should be defined to fulfill the participation operations. In this paper, we will have a look at the necessary organizational structure to setup Rastin Banking.
 Research limitations: This plan was formed and tested in Bank Melli Iran in order to propose a model for other banks as well.
 Practical implications: In this system, the investment return of the participation is distributed to the parties of the financial partnership (depositor, entrepreneur, and bank), and it is done by eliminating fixed interest rate, and it is based on the real economy profit (return) of the activity.
 Social implications: Rastin Banking can lead to important positive effects on growth and economic welfare through money and capital markets. Interest rate as an essential factor in conventional banking is not usable in Islamic banking and other similar institutions that work based on partnership, such as mutual funds and saving and loan associations.
 Originality/value: Approach of this system is entirely different from conventional banking. In addition to removing usury in banking activities, Rastin Banking uses the best practical ethic finance to creating safe and public confidence environment for banking operations.
 Article Type: Technical paper

CHANGE MANAGEMENT OF BANKING SYSTEM AT NATIONAL LEVEL BY RASTIN BANKING

The purpose of this study is to change huge structures such as the banking sector of a country needs special innovative methods. This paper shows how we can manage change in a banking sector of a country. Grafting novel efficient processes, and pruning old inefficient ones, and harmonising the organization with new processes and empowering the staff through apprenticeship and knowledge management can put forward the change management. The proposed method of “Prune and Graft of Process” similar to grafting a shoot or bud of a sweet-fruited tree to a bitter-fruited base tree is significant in change management. Accordingly, new processes should be grafted to the system, and all processes that are theoretically or practically against the goals of the organisation should be pruned. New processes and innovations could automatically change the bank performance. Apprenticeship and knowledge management are highly effective in all stages of forming and implementing the change. This plan was formed and tested in Bank Melli Iran in order to propose a model for other banks as well. In a view to explain the applied method of change management in the banking system, we study the steps that Rastin Banking was formed in Bank Melli Iran as a sample. Efficient changes and reforms of large organizations can prevent the society from enormous hurts.

Formulation of Bank Melli Iran Marketing Strategy Based on Porter‘S Competitive Strategy

ABSTRACTThe presence of a modern and predefined marketing strategy is essential for every enterprise like banks in order for the bank to be able to benefit from an appropriate and efficient strategy based on the current market conditions, competitors' status and so on. Therefore, the purpose of this article is to develop a marketing strategy based on Porter's competitive strategy at BankMelli. the number of managers working at BankMelli is 2456 and 337 of them were selected as samples to be used in the calculations. the result of this article, which were obtained based on the fuzzy TOPSIS test method, indicates that the differentiation strategy is the first priority and then are the focus and cost leadership strategies. In addition, prioritization of indices indicates that personnel thinking, personnel abilities, market development, service provision and ultimately, product presentation are the first five priorities in determining the strategy of BankMelli.

QUALITY OF SERVICE IN IRAN BANKING CASE STUDY MELLI BANKS IN TABRIZ, IRAN

This is a case study of Melli Banks in Tabriz to investigate the Islamic banking view. Today Iran as an Islamic country has an increasing economic growth in different sectors such as banking. This study investigated the quality of Islamic banking system in regard to basic dimensions including empathy, reliability, responsiveness and assurance and indicated the quality of service in Bank Melli Iran has direct connection to customer's satisfaction. Customers satisfaction is strategic factor to win the competition and Islamic banking has considered this issue well , so that to make and preserve its position in this competitive banking market because financial services based on Islamic banking have focused on customer's satisfaction and needs. So the effectiveness of Islamic banking system to enhance the quality of services is acceptable and this higher quality have perceived by the customers of Bank Melli in Iran. Article visualizations:

An Examination of the Effect of Advertising and Trade Name of Bank Melli Iran on Customer Attitude: A Case Study of Bank Melli Iran- Kohgiluyeh and Boyer-Ahmad Province

The present study is aimed at examining the effects of advertising and trade name of Bank Melli Iran- Kohgiluyeh and Boyer-Ahmad Province on customer attitudes. The research hypotheses test the effect of two variables, namely advertising and trade name, on customers’ attitudes. Furthermore, the research method is of a descriptive-correlation type and statistical population is composed of all the customers of Bank Melli Iran in Kohgiluyeh and Boyer-Ahmad Province. Also, the research statistical sample, which is selected using multi-stage cluster sampling, consists of a total of 175 customers from 10 branches of Bank Melli Iran- Kohgiluyeh and Boyer-Ahmad Province. The research instrument is a questionnaire encompassing 62 questions which tests customer attitude (6 Qs), advertising (16 Qs), and trade name (30 Qs). Moreover, to determine reliability of the research instrument the use is made of Alpha Cronbach’s in SPSS 17. It should also be noted that to test hypotheses the use is made of linear regression. According to the research findings, advertising and trade name have a positive and significant effect on customer attitude. Also, of advertising and trade name elements, magazine and perceived value, respectively, have the highest significant effect on customer attitude. DOI: 10.5901/mjss.2016.v7n4S1p34

Codification and Prioritization of Human Resources Strategies in Approach of SWOT and Fuzzy ANP (The Study of the state bank)

In recent years, human resources had been found as a central position among organizations and also they included of strategic factor in order to managing an organization. Making guidance decisions and codifying a strategy in frame of human resources are similar to the designing a strategy in other organizations ; it is necessity to survey external environment and recognizing opportunities and also recognizing environmental treats and also checking internal environment in order to make clear strength and weakness points in this circuit. This research is about surveying internal and external banks' environment and creating SWOT’s Matrix is due to arranging the system of human resources strategic of this bank in frame of Fuzzy ANP. The approach of this research is description and useful in order to increase the authenticity of a model. This research had been studied in one of the state bank (Bank Melli Iran (BMI). Assuming the dependence among strategic factors can substitute a number of priority strategies. In this research, WT had been chosen as a suitable choice. Hence, in this organization should reduce non-essential factors interposition in choosing and appointing managers in order to employ them in the bank and also this research express that it is necessary to revise teaching methods to learning multi skills from scholars and experts. According to creation of some substitutions in “guidance of organizations and groups” the organization should perform and explain among its personnel in context of meritocracy trend.

Assessing Fraud Risk Factors of Assets Misappropriation: Evidences from Iranian Banks

Abstract The case of asset misappropriation (AM) in the Iranian Banking Industry has been at alarming rate since the last decade. It has caused many banks to collapse, and many investors and depositors funds were trapped. In fact, it has prevented many banks from achieving their goals and many businesses went into liquidation. Since the last few decades, asset misappropriation is prevalent especially in financial service industry. In addition, employee fraud is the most prevalent type of fraud experienced by organizations. Therefore, the main purpose of this study is to provide a more in depth view on the reasons of assets perpetrations conducted by bank employees in Iran. The exploratory study adopts quantitative methods to reach a better grasp of the reasons of why bank staffs commit fraud at work. The sample size of the current research is comprised of 200 bank managers and employees from top three banks in the banking industry of Iran, namely Bank Melli Iran, Bank Saderat Iran and Bank Tejarat Iran. All the respondents were chosen based on the stratified selection method among those who have two in common characteristics, firstly, being informed about details of fraud in the banking industry of Iran, and secondly being decision maker. The result of the paper enhanced the existing literature further in understanding the concept of fraud and assets misappropriation in Iran. Findings are useful for policy makers, managers at banking system and practitioners to improve safety of banking mechanisms in Iran. Managerial implication and suggestions for future research are also included.

The effect of customer relationship management on customer loyalty: Evidence from banking industry

Article history: Received March 25, 2015 Received in revised format August 16 2015 Accepted September 12 2015 Available online September 14 2015 Measuring customer satisfaction in banking industry plays essential role for increasing market share and profitability. In this paper, we present an empirical investigation to measure the effect of customer relationship management (CRM) on customer loyalty in Iranian banking industry. The study aims to understand whether implementation of a good CRM could increase the quality of services. The study designs a questionnaire in Likert scale and distributes it among 65 selected customers who do their banking activities with Bank Melli Iran in city of Semnan, Iran. Cronbach alpha has been calculated as 0.939, which is well above desirable level. Using t-student test, the study has determined that implementation of CRM could increase customer loyalty and quality of services. Growing Science Ltd. All rights reserved. 5 © 201

FUZZY EVALUATION OF SERVICE QUALITY IN THE BANKING SECTOR: A DECISION SUPPORT SYSTEM

This study aims at proposing a modified 7-category fuzzy SERVQUAL to measure service quality for the banking sector. We have added new categories to the conventional SERVQUAL to account for the impacts of the bank’s Corporate Social Responsibility (CSR) initiatives, and e-banking. A questionnaire was distributed among the banks’ customers to measure the criteria’s weights, perceived performance and expected performance. We use the criteria weights, perceived performance and expected performance to test the proposed index for three of the largest Iran’s banks, namely: Bank Melli Iran, Bank Mellat and Bank Saderat Iran which henceforth will be referred to as banks A, B, C throughout the study. A simple Decision Support System (DSS) was devised to determine the most successful bank with regard to CS using Gap model. The result of this study showed that Bank B has the lowest weighted performanceexpectation gap (-0.051) among the three banks. It also has the highest average performance score in all dimensions and rank the best on 22 out of 30 criteria. Finally, sensitivity analyses are conducted to assess the impact of criteria weights and fuzzy numbers on the evaluation/ranking process. The resultant index helps managers in micro, meso and macro levels to detect the frailty zones and atone for the dissatisfying functions.

Investigating the effect of different conflict management strategies on brand promise: A case study of banking industry

Article history: Received June 28, 2013 Received in revised format 19 October 2013 Accepted 23 October 2013 Available online December 6 2013 The purpose of this paper is to study the effect of different conflict management strategies including competition, cooperation, prevention and compromise on brand promise. The proposed study uses the questionnaire developed by Putnam and Wilson (1982) [Putnam, L. L., & Wilson, C. E. (1982). Communicative strategies in organizational conflicts: Reliability and validity of a measurement scale. Communication yearbook, 6, 629-652.] to measure conflict management measures and to measure the components of brand promise, the study develops a questionnaire. The proposed study is executed among some employees of bank Melli Iran in city of Tehran, Iran. Cronbach alphas have been calculated as 0.76 and 0.83 for conflict management and brand promise, respectively. Using Pearson correlation ratios as well as multiple regression technique, the study determines that there was a reverse relationship between two conflict management strategies, cooperation and compromise, and brand promise. In addition, there was a positive relationship between two conflict management strategies, competition and compromise, and brand promise.

Investigating the relationship between service quality and customer loyalty: A case study of banking industry

Article history: Received January 30, 2013 Received in revised format 20 May 2013 Accepted May 28 2013 Available online June 1 2013 The present study investigates the relationship between service quality and customer loyalty in one of Iranian banks in province of Golestan, Iran named Bank Melli Iran. The population of the study consists of all customers of this branch. Using Kersity-Morgan table and simple random sampling, a number of 384 customers were selected as the participants of the study. The method of research is descriptive-correlation with a survey design. SERVQUAL scale and a researcher-made questionnaire were used to examine service quality and customer loyalty, respectively. Pearson correlation formula was run to analyze the data. The results showed a significant relationship between different aspects of service quality and customer loyalty in this particular branch of bank. © 2013 Growing Science Ltd. All rights reserved.

A hybrid of Kano and QFD for ranking customers’ preferences: A case study of bank Melli Iran

Article history: Received October 25, 2012 Received in revised format 8 January 2013 Accepted 20 January 2013 Available online February 1 2013 Nowadays, many service provider organizations compete to survive and surpass other competitors in the world. They apply new techniques and instruments to identify and to prioritize important criteria for their customers to gain customer satisfaction. Banks, as one of the service provider organizations, are no exception. Quality plays essential role in banking industry and customer’ gratification is considered as one of the major and essential goals in this field. Recognition and awareness regarding the customers’ needs and requirements would facilitate providing satisfactory services. It could be said that improved understanding, accurate identification and prioritization of bank customers’ requirements are the keys to success for bank managers. The present study aims to integrate two approaches of Quality Function Deployment (QFD) and Kano's model through implementation of Analytical Hierarchy Process (AHP). This study proposes a novel approach to identify and to analyze the priorities of bank customers’ requirements. The results indicate that the priorities of bank customers are different before and after integration of Kano’s Model in the planning matrix of QFD. © 2013 Growing Science Ltd. All rights reserved.

An empirical study on the relationship between effective organizational communication and the performance of central office staff

Article history: Received March 2, 2012 Received in Revised form May, 8, 2012 Accepted 10 May 2012 Available online May 14 2012 Inter-organizational communication plays an important role in promoting strategic collaboration among firms. It can improve productivity and increases collaboration among employees. In this paper, we present an empirical study to measure the role of interorganizational communication on efficiency among administration employees who work for one the oldest banks in Iran, Bank Melli Iran. The study uses 380 full time employees who work for 28 different administration divisions of this bank. The survey uses a questionnaire consists of 19 questions about inter-organizational communication and 25 questions about efficiency of employees. The reliability of the survey has been approved using an initial survey and Cronbach alpha was calculated as 0.87, which is well above the minimum acceptable level. The result of our survey confirms there is a meaningful relationship between interorganizational communication and efficiency of all administration employees who work for this bank. There is also a meaningful relationship between age and efficiency and the maximum efficiency belongs to people aged 31 to 40. According to our survey, men have more interorganizational efficiency than women do. The result of our survey also confirms that positivism impacts more than other factors on efficiency. Among five effective factors, empathy has the most impact and responsiveness 6 efficiency dimensions. © 2012 Growing Science Ltd. All rights reserved.

A comparative Kano analysis on customer satisfaction based on customer and employment perspectives

Article history: Received March 2, 2012 Received in Revised form May, 8, 2012 Accepted 10 May 2012 Available online May 14 2012 These days, there is a tight competition among business units and all production units or service businesses attempt to use different techniques to increase their market shares. In such environment, customer normally says the last word, in fact, customer plays an important role and in many organizations, it is considered as part of their assets. The purpose of this paper is to propose a hybrid method to detect important criteria using Kano three-dimensional method and prioritize them using analytical hierarchy process. We implement the proposed model of this paper for one of Iranian banks called Bank Melli Iran. The study determines 25 different attributes, categorizes them in three different groups based on Kano model, and ranks them in terms of customers and employees' perspective. The results of the survey indicate that customer and employees mostly have similar views since there are 21 common attributes between them. However, the priorities of these 21 items are often different in terms of two groups of employees and customers. © 2012 Growing Science Ltd. All rights reserved.