Bank Staff Research Articles

The Role of Banking Service Quality in Improving Financial Performance in a Sample of Iraqi Banks

This study aims to demonstrate the importance of the quality of services in the selected banks according to their dimensions in their financial performance. In this study, we relied on a questionnaire to demonstrate this effect, where 133 questionnaires were distributed and by relying on the SERVQUAL model with its five dimensions (tangibility, reliability, responsiveness, guarantee and empathy). The study found a very close relationship between the quality of banking service and the level of financial performance of the sample banks. The research, which means the validity of the hypothesis, while the study recommended the necessity of working on developing the tangible physical aspects of expanding the modernization of banking devices and programs and developing them continuously, in addition to providing appropriate waiting places for customers during the review of expenses to complete their work, as well as paying attention to the necessity of rapid response and meeting customers’ requirements by raising the level of Services provided and providing appropriate guidance to customers as well as providing banking staff providing banking services with direct contact with customers.

Effective risk management practice in Somalia Islamic banks

This paper aims to assess the degree to which Somali banks use effective risk management practices (RMPs). Furthermore, the study has explored the level of risk management practices using the original components of risk management aspects, including understanding risk and risk management, risk assessment and analysis, risk identification, risk monitoring, and credit risk analysis, with the addition of perceived trust to the original constructs of risk management aspects. The study is based on a questionnaire survey of 423 banking staff from 13 licensed banks in Somalia. The researcher adopted a questionnaire that covers six aspects of risk management with perceived trust: understanding risk and risk management, risk assessment and analysis, risk identification, risk monitoring, credit risk analysis, perceived trust, and RMPs. This study found that the staff of Somalia have a clear understanding of risk and risk management and have efficient risk identification, risk assessment, risk monitoring, credit risk analysis, perceived trust, and risk management practices. In addition, the respondents also recognize that the banks do not have deposit insurance, which is a risk to the depositors if the bank goes bankrupt. The paper’s findings are limited to the risk management aspects of the bank industry, with additional perceived trust in Somalia. The paper explores the risk management practice in the Somali bank sector. The results can be used as valuable feedback for improving risk management practice in the banking industry. This study is the first research attempt to investigate risk management practice with additional trust.

Impact of Quality Service Delivery Challenges on Customer Satisfaction in the Banking Industry: A Case of Stanbic Bank, Zambia

Since Zambia's 1991 economic liberalization, there has been notable growth in the retail banking sector. Quality search is perhaps the most critical consumer trend in recent years because consumers are now more demanding than ever. Customers have diverse options in an era of rapid global change, often relying on brand names for complex financial services. Hence, it becomes imperative to delve into the challenges surrounding quality service delivery and customer satisfaction. A mixed methods approach was adopted, and involved 340 bank customers who attended a questionnaire and 20 customers and bank staff who participated in in-depth interviews. . The study found that the majority (43.8%) of customers were generally satisfied with the services at the bank. The study also found that tangibility and assurance were the service quality dimensions that highly influenced customer satisfaction perception at Stanbic Bank. Tangibility had a positive influence on customer satisfaction (β=0.153), and a p-value (0.028) less than the selected level of significance (0.05), an indication of the influence of tangibility on customer satisfaction. The study concluded that customer satisfaction and loyalty depended on the quality of services the bank provided. At the same time, the study's practical implications suggest that the bank should focus on improving reliability, responsiveness, and empathy to enhance customer satisfaction.

Dynamics of digital banking adoption: Insights from Iran's context on marketing strategies and personal competence

Purpose: This study investigates the factors affecting customers' digital banking adoption using the Technology Adoption Model (TAM), supplemented by Bank Marketing Activities (BMA) and Bank Personal Competence (BPC). Research Methodology: A total of 271 participants were analyzed quantitatively using Structural Equation Modeling (SEM) with IBM AMOS 26. Results: The findings indicate that both Bank Marketing Activities (BMA) and Bank Personal Competence (BPC) play significant roles in augmenting the perceived ease of use and usefulness of digital banking. Specifically, BPC demonstrates greater efficacy in enhancing ease of use, whereas BMA affects both ease of use and usefulness. Key components of effective bank marketing include personnel expertise, proactive service delivery, and the effective handling of customer dissatisfaction. Moreover, essential competencies for bank staff include being responsive, adept at problem solving, and adhering to ethical standards. Limitations: The applicability of this study's findings is primarily focused on the educational environment. Contribution: This study expands the theory of technology adoption, particularly within the realm of marketing functions. It offers valuable managerial insights into the prioritization of bank services and the development of personnel competencies aimed at bolstering the adoption of digital banking services.

EVALUATING MSME FINANCING PRACTICES DURING COVID-19: EVIDENCE FROM ISLAMIC BANK ANNUAL REPORTS

This study assesses the MSME financing practices of Islamic banks in Bangladesh during the COVID-19 pandemic. The study examines the annual reports of Bangladeshi Islamic banks between 2020 and 2021. This study found Islamic bank financing for cottage, small and medium enterprises (CMSME) through agent banking was effective during the pandemic. Banks also launched various programs, products, and schemes easily accessible to CMSMEs in the country, including special programs supporting women entrepreneurship and CMSMEs in rural areas. Overall, the performance of MSME financing of Islamic banks in the country was impressive and effective measured by the amounts disbursed to CMSMEs, the number of beneficiaries, new branches opened, and employment of bank staff to handle the enterprises’ financial requests over the period. The findings can help the government and regulatory agencies, particularly Bangladesh Bank, during the revision of regulations to enhance CMSME financing by scheduled banks in the country.

Implementation of Thromboelastography on the Labor and Delivery Floor for Postpartum Hemorrhage [ID 2683574

INTRODUCTION: Postpartum hemorrhage (PPH) is a major cause of maternal morbidity and mortality. Thromboelastography (TEG) is a rapid test that has been shown to improve outcomes in PPH by guiding resuscitation quickly and in a targeted manner. We incorporated TEG into our hemorrhage response protocol (HRP), a robust algorithm focused on facilitating immediate response to PPH, in a pilot study at our high-volume academic medical center. The objective of this quality improvement project was to evaluate the feasibility of incorporating TEG as part of our HRP. METHODS: We identified key HRP stakeholders and appointed team leads including obstetricians, anesthesiologists, nurses, and lab/blood bank staff and developed team-appropriate education including 30-minute teaching sessions, badge reference cards, and workflow posters. We then evaluated the TEG utilization rate over time. RESULTS: Thromboelastography was utilized in 4/9 (44%) PPHs during the first week after implementation, 4/7 (57%) the second week, and 28/28 (100%) during the following 4 weeks. After an HRT was called, the median time to order TEG was 4.0 minutes (interquartile range [IQR] 13), the median time to collect TEG was 8.5 minutes (IQR 11.8), and the median time for TEG to result was 7.0 minutes (IQR 7.7). CONCLUSION: We observed 100% uptake of TEG within 3 weeks of implementation, and rapid workflow completion (<10 minutes per step). The strengths of our implementation approach were its multidisciplinary nature, structuring the workflow into the electronic health record, and appointing team leads to facilitate buy-in. Future studies are needed to assess clinical implications and provider comfort with TEG.

Knowledge, attitude and practice survey of bacterial contamination of blood for transfusion in the Democratic Republic of the Congo.

We assessed healthcare worker's knowledge-attitude-practice regarding bacterial contamination of blood products in the Democratic Republic of the Congo. In three hospitals and the National Blood Transfusion Center (NBTC), two multiple-choice surveys were completed on a tablet computer: one each, for blood bank (31 questions) and for clinical ward staff (20 questions). A score was calculated for 11 overlapping knowledge questions. Among 247 participants (blood bank No.=62, ward No.=185), median (range) knowledge score was 10 (2-19) on a maximum of 20, with blood bank staff (12/20) scoring higher than clinical ward staff (9/20) (p<0.0001). Half (50.2%) of 247 participants recalled previous training in transfusion medicine. Participants had limited understanding of and compliance with NBTC-recommended preventive measures: incorrect assumption that wearing gloves prevents bacterial contamination (83.8%) and that blood banks test donor blood for bacteria (59.9%). Half (50.0%) of blood bank staff did not acknowledge the NBTC-recommended antisepsis procedure, 62.1% did not apply the appropriate number of antisepsis steps, and 32.3% saw no harm in touching the venipuncture site after antisepsis. Presence of bacteria on healthy skin (62.3%) and blood bank fomites (examination gloves: 30.8%, soap: 62.8%) was underestimated. Although 92.4% of clinical ward staff said to easily recognize transfusion reactions, only 15.7% recognized septic reactions and post-transfusion antibiotic treatment practices were not consistent. Challenges reported by blood bank staff and particular for low-resource settings were: frequent power cuts (98.4%), transport of blood products by patient attendants (41.1%), without cooling elements (64.4%), and reuse of finished antiseptic/disinfectant containers (75.4%). The present study points to gaps in knowledge, attitudes, practices along sampling, cold chain and transfusion which can feed customized training and monitoring.

Customer’s Responses to Changes in Islamic Banking Service Post Covid-19 Pandemic in Indonesia

This research focuses on identifying customers' responses to the changes that limit direct service and implementing online-based Islamic banking services. This study uses a mix-method approach and results of interviews with Islamic bank staff and questionnaires to 260 respondents, showed that the changes that accommodate Covid-19 protocol in CARTER were received positively by customers as a form of empathy and response to their complaints. It also emphasizes that the pandemic is not an entirely negative phenomenon. Instead, it gives momentum for business development through a transformation toward the digital banking services that trend in financial business.

THE EFFECT OF TRUST IN BANKING INSTITUTIONS ON BEHAVIOURAL INTENTIONS FOR E-SERVICES

The adoption rate of electronic banking services (e-services) by consumers has increased significantly in recent years. For example, in the European Union, according to EUROSTAT data, the rate of individuals using the internet for internet banking increased by more than 25% between 2012 and 2023 (Eurostat, 2024). This may be due to several factors: the evolution of technology, the COVID-19 pandemic period, the time needed to complete a transaction, the availability of services, etc. The main objective of this paper was to assess whether trust in banking institutions can influence consumers' behavioural intentions when discussing the use of e-services. The following dimensions were considered to measure trust in the banking unit: Ability, Integrity, Benevolence (Bhattacherjee, 2002). A scale with the following dimensions was also used to measure behavioural intentions: loyalty, switch, pay more, external response (Zeithaml et al., 1996). The relationships were tested both between the "trust" and "behavioural intentions" dimensions taken as a whole and between the "trust" dimension taken separately and the "behavioural intentions" dimension taken as a whole. To achieve the objective of this study, the author collected data from 500 respondents in Romania via an online questionnaire. The surveys were conducted between April and August 2022. Partial least squares (PLS-SEM) was used for data analysis. The PLS-SEM results confirmed the significance of three out of four direct relationships. For one of the hypotheses, the dimension "integrity" was removed from the proposed conceptual model due to preliminary tests. These findings can help credit institutions to take various measures to increase public trust in such institutions and encourage the use of e-banking services. The areas targeted by these measures include: financial education programmes; corporate social responsibility (CSR) campaigns; transaction security; quality of banking staff; and transparency of credit institutions. For future research, it would be valuable to know what results can be obtained in other geographical areas. It is recommended to adapt and create new scales that can measure trust in companies and consumer behavioural intentions. These tools can help companies develop in their industries.

Strategy on Improving Bank Service Quality by Strengthening the Construction of Spiritual Civilization

To better implement the financial reform under the new situation and ensure the national security of people’s economic property, this paper takes the construction of the spiritual civilization of bank staff as the starting point and further expounds how to achieve a leap in the quality of bank service by strengthening the construction of spiritual civilization from the aspects of system construction, strategic thinking, strategic responsibility, and so on, as a reference and discussion of the industry.

Impact of corporate culture on product innovation capacity: Evidence of Vietnam commercial bank

The purpose of this study is to examine the impact of the bank’s corporate culture on its product innovation in Vietnam. Based on the findings, recommendations are made to improve the bank's ability to innovate. Research hypotheses were put forth based on an analysis of the literature addressing the relationship between corporate culture and innovative potential. The data was obtained from the survey conducted in 2021 with 268 participants from 18 banks in Vietnam. SPSS software was used to verify the research hypotheses. According to the empirical findings of the regression model, creative culture and leadership are the two essential elements through which corporate culture influences Vietnamese commercial banks' creative product offerings. The study’s results are expected to help bank managers use direct efforts and resources in the most effective and efficient way to encourage the bank’s product innovation. Banks in Vietnam need to focus on building a culture that fosters innovation. The leaders of a bank need to be proactive in encouraging changes and taking risks to remain relevant in the market. Moreover, fostering and raising awareness of business culture among bank staff is of utmost importance. The bank needs to have a reasonable customer policy and clearly define the bank's vision and core values and create a culture of good behavior in the bank culture. The bank's product innovation capacity would be improved by promoting these values in the workplace.

Intersectionality and challenges in support for chest-feeding transgender men.

This article tried, from an intersectional standpoint, to grasp the challenges experienced by health professionals and service users of human milk banks in provision of care for transgender men chestfeeding. This exploratory, descriptive qualitative study drew on interviews of six human milk bank staff, who had previously assisted trans men in relation to chestfeeding and two bisexual trans men, who chestfed. The data was treated by thematic analysis, supported by Atlas.ti software, version 9.0. Lacunas in the educational, institutional and management spheres, associated with personal and social issues, reproduce a pre-conceived normative model and disregard the special demands of providing chestfeeding care for the trans population. Cisheteronormativity and "professional supremacy" operate in personal, social and institutional respects to segregate transgender men in lactation support services. Intersectional analysis of these challenges affords an overall view of segregative factors and enables public policies to be introduced to promote social justice.

Correlation Between Corporate Entrepreneurship and Organizational Performance in Deposit Money Banks in Nigeria

The study assessed the correlation between corporate entrepreneurship dimensions and performance of selected deposit money banks in Nigeria. Specific objectives include to: evaluate the correlation between corporate entrepreneurship dimensions (value creation) and customers’ retention and investigate the correlation between corporate entrepreneurship dimensions (competitive aggressiveness) and market value performance. A survey research design was used. Total population of the study was nine fifty (950) staff of Deposit Money Banks. Sample size was two hundred and eighty-one (281) using Taro Yamane formular. The convenient sampling method was adopted used while structured questionnaire was used as instrument for data collection. It was found that value creation had insignificant relationship with customers’ retention and competitive aggressiveness had a significant relationship with market value performance. Based on the findings, the study concluded that corporate entrepreneurship dimensions correlated significantly with performance of selected deposit money banks in Nigeria. The study recommends that it is highly recommended that value creation of top management should indulge the opinion of their customers through questionnaires and feedback mechanism. This would give the organisation an insight to what the customers’ expectations regarding new things that are brawling up in similar competitive organisations. In the same vein indulging customer’s opinion while launching new products, would make them feel carried along and valuable. Keywords: Corporate Entrepreneurship Organizational Performance, Deposit Money Banks

An Analysis of Psychological Well-being among Bank Employees: A Comparative Analysis of Public and Private Sector

Psychological well-being is a crucial factor in the successful performance of any employee since interior feelings influence exterior performance. Psychological well-being is the subjective sensation of contentment, happiness, pleasure with life events and one's function in the workplace, a sense of accomplishment, usefulness, belongingness, and the absence of anxiety, discontent, or concern, among others. It highlights the positive aspects of growth and development. The primary goal of this research is to investigate the dimensions of psychological well-being and compare the levels of psychological well-being experienced by public and private sector bank workers in Jaipur City. To achieve the study's objectives, data was gathered at random from private and public sector bank personnel, with a sample size of 60 (N=60), 30 from public and 30 from private sector banks. Multiple correlation analysis is used to investigate goals and test hypotheses based on percentages, mean, and standard deviation. The research found that private bank staff had greater psychological well-being than public bank employees did. Self-acceptance, environmental mastery, meaningful relationships, and life purpose all have a substantial impact on both sectors' well-being. Future study may look at long-term patterns as well as the efficacy of therapies. Banks should promote employee well-being by implementing supportive policies, training, leadership support, and assistance programs to boost work satisfaction and organizational performance.

‘A sense of the systemic’: the Bank of England and the language of inclusive capitalism

Successive crises – social, environmental and political – have led some in global governance circles to advocate a more ‘inclusive capitalism’. In this article, I show how this postcrisis language of inclusive capitalism was used by a specific subset of officials within the Bank of England: Those with high levels of experience in public sector and international official institutions. It is argued that these officials are ‘organic intellectuals’ who mobilise their experience of inter-institutional collaboration as a deliberative model for solving long-term social problems. The institutional experience of these officials and their concern with crises of trust in expertise facilitated the adoption of these models of communicative intervention. I draw on a novel dataset of Bank officials’ career data and speeches, as well as twelve interviews with current and former Bank staff, to show who used this language, in what settings and what motivated its adoption. The article makes a novel contribution to debates about the motivations of key figures in central banks, suggesting that their actions go beyond reputation defence to encompass an expansive worldview of how capitalism might solve its myriad crises.

The effects of leader-member exchange on employee performance at commercial banks in Ho Chi Minh City: The role of job satisfaction and work engagement as mediating variables

Our paper aimed to identify how leader-member exchange directly and indirectly impacts the performance of staff in commercial banks located in Ho Chi Minh City, through mediating variables: work engagement and job satisfaction. We applied a convenient method of collecting direct data. SmartPLS 3.2.9 was used to analyze Partial Least Squares Structural Equation Modeling (PLS-SEM) to test our model’s hypotheses with official samples being at 567. The results indicated that the total positive and significant effects on the performance of staff working at commercial banks were sorted in ascending order: work engagement, job satisfaction, and leader-member exchange. The effects of leader-member exchange on staff working at commercial banks’ work engagement and job satisfaction were directly significant and positive. Moreover, staff working at commercial banks’ job satisfaction and work engagement played a positive and mediating role in the correlation between leader-member exchange and employee performance. Finally, we have practical implications for commercial banks to improve employee performance.

Women Participation in Informal Sector and Poverty Reduction in Bushenyi District Local Council of Uganda

This study examines informal sector and poverty reduction in Bushenyi local council of Uganda. The study was guided by correlational research design which was used to establish the relationship between women participation in informal sector and poverty reduction in Bushenyi district local council. The study participants were 98, which comprises food vendors, ward executive officers, microfinance bank staff and district council officers. Findings revealed that there is a significant relationship between women participation in informal sector and poverty reduction in Bushenyi district local council. On the basis of the findings, the researcher calls for policy-makers to collaborate with women in the informal part of the economy in order to accelerate national development and improve the position of women in the country. More so, an approach that can remove women’s legal and socioeconomic constraints should be comprehensively taken, and an action plans nationally designed with various women groups in broad consultation. Keywords: Informal sector, Legal constraints, Poverty reduction, Socioeconomic constraints, Women participation

Strategies for effective management of loans: A case study of keystone Bank plc

In this study, strategies for effective loans management using keystone bank plc as a case study was investigated. Survey research methodology was adopted via structured questionnaire containing both open and closed ended questions administered to 120 respondents who were management staff of Keystone bank at both head and corporate offices. Likert scale was used in the questionnaire formulation and Hypothesis was tested using chi square at 0.05 level of significance. The result revealed that corporate loan portfolio diversifications is the most effective technique of loan portfolio management. Also, preference function allows banks compare risky portfolios and rank them according to the degree of satisfaction. Problems encountered with management of loan portfolio were identified to include insider abuse, increased perception of risk regarding the solvency of other banks within the banking system and anticipated decline in the value of the collateral used by the banks to secure the loans. The result obtained indicated that there is significant relationship between loan portfolio management and productivity. It is recommended that Keystone bank should focus on exposure assessment involving the credit review and a valuation of the collateral based on the data provided by the credit applicant. Also, effective risk management based on the risk regarding the solvency of other banks within the banking system should be implemented. Adequate provisions for bad loans that have very little chance of being recovered should be provided. In conclusion, there is significant relationship between loan portfolio management and productivity.

Health Patterns across Adulthood: An Age-Based Investigation of the Nutritional Status, Homocysteine, and CoQ10 of Bank Staff.

This study aimed to evaluate age-specific variations in the blood levels of micronutrients, homocysteine, and CoQ10, along with physical activity (PA) patterns, among 123 Austrian adult bankers in operational and frontline roles (mean age: 43 years; 50% female). Blood analysis was conducted to assess micronutrients and the serum concentrations of homocysteine and CoQ10. The micronutrient values in whole blood were compared to sex-specific reference ranges and categorized as below, within, or above them. The Global Physical Activity Questionnaire was utilized to assess PA patterns. Participants were classified as young adults (18-34 years), middle-aged adults (35-49 years), and older adults (50-64 years). Significant age-based differences were found in participants' mean homocysteine levels (p = 0.039) and homocysteine categories (p = 0.034), indicating an increasing prevalence of hyperhomocysteinemia with age. No significant difference between age categories was observed for sex, BMI, diet types, PA levels, sedentary behavior, and CoQ10 (p > 0.05). There was no significant age-based difference in the blood concentrations of most minerals and vitamins (p > 0.05), except for magnesium among females (p = 0.008) and copper among males (p = 0.042). The findings offer initial evidence of the age-related differences in the health status of adult bankers, providing insights for customized approaches to occupational health that support the importance of metabolic health and overall well-being across adulthood.

Gender Disparities in Health Biomarkers, Lifestyle Patterns, and Nutritional Status among Bank Staff: A Cross-Sectional Study.

Background and Objectives: Despite the importance of nutritional status and a healthy lifestyle in shaping overall well-being, little is known about examining gender-specific differences and trends in health, lifestyle, and nutritional status. The present study aimed to evaluate blood levels of micronutrients, homocysteine, and CoQ10, as well as physical activity (PA) levels and sedentary behavior, among a cohort of Austrian bank staff, with a particular focus on identifying gender differences as well as gender-specific nutritional deficiencies compared to the reference ranges. Materials and Methods: Following a cross-sectional study design, 123 Austrian bank staff (mean age: 43 years; 51% females) participated in this study. Blood samples were collected to evaluate participants' micronutrient status and serum levels of homocysteine and CoQ10. Whole-blood values of macronutrients were compared to gender-specific reference ranges and categorized into three groups: below, within, or over the range. The WHO's Global Physical Activity Questionnaire was used to assess PA levels and sedentary behaviors. Results: No significant difference between males and females was found for diet types, PA levels, sedentary time, homocysteine levels, or CoQ10 values (p > 0.05). A high PA level was reported by 64% of males and 58% of females. 71% of females and 56% of males were found to have a vitamin D deficiency. 63-98% of females and 72-97% of males showed normal blood levels for the remaining micronutrients, including potassium, calcium, magnesium, copper, iron, zinc, selenium, manganese, molybdenum, B6, B9, and B12. Conclusions: The findings highlight the necessity of implementing tailored strategies to foster healthy lifestyle behaviors, thereby enhancing the overall state of health, particularly in the context of occupational health.