Branch Managers Research Articles

EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA

This research examines the efficiency of customer complaint responses and their impact on satisfaction with NMB Mkononi services in Tanzania, specifically focusing on NMB Bank PLC in Dodoma City. The study aims to evaluate how effectively NMB handles customer complaints related to NMB Mkononi services. A sample of 124 respondents, including NMB Mkononi customers, staff, and branch managers, participated in the study. Data were gathered through questionnaires, interviews, and document reviews, and analyzed using both qualitative and quantitative methods. Findings indicated moderate usage of NMB Mkononi services in Dodoma City and effective responses to customer complaints by NMB Bank (total mean = 3.56). The study concludes that NMB must consistently deliver high-quality services to customers and recommends enhanced investment in reliable network infrastructure, ICT expertise, facilities, and technological adaptation to boost customer satisfaction and profitability.

Business Transformation in a Distinctive Institutional Setting: A Study of Regional Development Banks in Indonesia

Limited research exists on business transformation strategy within the Indonesian banking sector, particularly regarding regional development banks, which play a crucial role in regional economic advancement. This study investigates the drivers of successful business transformation in Indonesian RDBs and their impact on organizational performance, examining the moderating role of regional government intervention. Employing structural equation modeling, the study analyzed data from 255 branch managers across 27 RDBs. Results reveal that talent development, transformational leadership, and digital adoption significantly drive successful business transformation, which in turn enhances organizational performance. Contrary to expectations, regional government intervention did not demonstrate a moderating effect. This study provides valuable insights for RDB managers and policymakers, emphasizing the imporace of talent development, leadership, and digital adoption as key pillars of successful transformation and highlighting the need for a nuanced understanding of institutional influences within this sector.

Pengaruh Partisipasi Anggaran dan Kejelasan Anggaran terhadap Kesenjangan Anggaran dengan Job Relevant Information sebagai variable moderating

This study aims to test and analyze the effect of budget participation, clarity of budget targets on budgetary slack with Job Relevant Information as a moderating variable. This study was conducted at PT. Indomobil Prima Niaga Sumut Aceh (consisting of 5 branches). The sample selection method of saturated sampling is a sampling technique when all members of the population are used as samples, namely 38 samples. The sample in this study was the Head of the department consisting of Finance and Accounting Head, Aftersales Head, Branch Manager, Regional Manager and Hoyu Manager who are involved in budget preparation, budget implementation and budget accountability. The research approach used in this study is associative research. This type of research is quantitative research. Data collection was carried out using a survey method by distributing questionnaires to respondents. The analysis technique used is the Quantitative Approach Using Statistical Analysis, namely Partial Least Square - Structural Equestion Model (PLS SEM). The results of the study indicate that budget participation has an effect on budgetary slack. Furthermore, clarity of budget targets has an effect on budgetary slack. Job relevant information moderates the effect of budget participation and clarity of budget targets on budgetary slack

Pengaruh Sistem Informasi Akuntansi dan Pengendalian Internal Terhadap Kinerja Karyawan Pada BRI Kantor Cabang Gorontalo

The purpose of this research is to determine the effect of accounting information systems and internal control on the performance of BRI Gorontalo Branch Office employees. The type of method used in this research is a quantitative method with data collection techniques using questionnaire surveys and observation. The number of respondents in this research was 40 respondents consisting of Branch Managers, Managers, Supper Visors, Tellers, CS, Marketing and Support at Bank BRI. The tool used in this research uses multiple linear regression analysis. The research results show that 1. Accounting information systems have a positive and significant effect on employee performance. 2. Internal control has a positive and significant effect on employee performance. 3. Simultaneously the accounting information system and internal control have a positive and significant effect on employee performance with a determinant value of 62.3% while the remaining 37.7% is explained by other variables not examined in this research.

The Impact of Strategic Leadership Practices on Organizational Ambidexterity: An Analytical Study of Workers in Iraqi Private Commercial Banks

The study aims to know the impact of strategic leadership practices with its selected dimensions on organizational ambidexterity with its combined dimensions. Since the study is analytical and its place of application is the private banking sector, data was collected using a questionnaire directed to a sample of department and branch managers and division officials in private commercial banks. The study sample included (258) respondents from different job levels. After using statistical analysis programs (SPSS,24), the results of the analysis indicated the existence of a statistically significant relationship of influence and correlation for strategic leadership practices in terms of its dimensions in the dimensions of organizational ambidexterity. The study recommends paying more attention to enhancing the dimensions of organizational ambidexterity within the organization.

Designing Effective Training to Enhance Performance of Branch Managers in Bank XYZ at Jakarta Region

Designing Effective Training to Enhance Performance of Branch Managers in Bank XYZ at Jakarta Region

Contemporary Management Accounting System Practices and Managerial Performance of Nepalese Commercial Banks

Contemporary management accounting systems provide managers with the necessary organizational performance in commercial banks. The study examines the adoption and influence of contemporary management accounting system practices (CMASPs) on managerial performance within commercial banks in Kathmandu Valley, Nepal. The study treats costing, budgeting, strategic analysis, decision-support information, and performance measurement as independent variables, with managerial performance as the dependent variable. Employing descriptive and causal-comparative research designs alongside convenience sampling, the study gathered primary data from selected twenty Nepalese commercial bank branch managers and deputy managers using structured survey questionnaires rated on a 5-point Likert scale. Analysis encompassed descriptive statistics, and inferential statistics including mean, standard deviation, skewness, kurtosis, and structural equation modeling (SEM) via Path Analysis. The study reveals that CMASPs function effectively, positively affecting managerial performance. These findings highlight the significance of CMASPs in achieving superior managerial performance within Nepal's commercial banking industry, offering actionable insights for bank managers and policymakers aiming to optimize performance through effective CMASPs. Future research directions could explore these management accounting system practices across different sectors and investigate advanced MAS practices and technological integration.

Analysis of ICT Adoption on the Financial Performance of Kitui Teachers Sacco

ICT adoption refers to the utilization of technology in gathering, processing and using knowledge within the organization. The financial performance of SACCOs largely depends on the strategic actions undertaken by the management. Despite this, the performance of SACCOs has always been fraught with numerous management challenges as evidenced by the chaotic scenes at most annual general meetings. Maintaining a sustainable growth of earnings for SACCOs has become a universal challenge. This study seeks to analyze how ICT adoption affects the financial performance of KTS. The study employed a mixed methodology combining quantitative and qualitative approach. The target population comprised 12 Board of directors, 5 chief managers, 9 departmental heads, 8 branch managers and 12 assistant managers. Primary data was collected using questionnaires. Their validity and reliability was achieved through the use of pilot test. The data of the pilot test were not incorporated in the analyses. The quantitative data was analyzed using descriptive statistics and presented through the use frequencies and percentages. SPPS version 24 was used to carry out inferential statistics through the Pearson‘s Correlation analysis. The results of the descriptive statistics have been presented using frequency tables. The results of the analysis indicate ICT adoption had a positive and statistically significant influence on the financial performance of KTS (β=.0.287, P=0.05). The descriptive statistics had an overall average mean and SD of 3.72 and 0.495 respectively. The finding indicated that ICT adoption had a significant influence on the financial performance of KTS. The study concluded that ICT adoption play a vital role in the financial performance of organizations

Relationship between Financial Risk Exposure and Non-Performing Loans of Commercial Banks in Kenya

Currently, there is a financial crisis affecting commercial banks in Kenya occasioned by high levels of loan loss provision as a result of Non-Performing Loans. The past decade has seen the collapse of major banks like Chase Bank among others. This trend on Non-Performing Loans of the institutions requires urgent measures to reverse failure to which the entire sector is likely to collapse, and customers would lose a significant amount of their deposits. This study sought to investigate the effect of credit risk and liquidity risk on non-performing loans (NPLs) of commercial banks in Kenya and appraise the moderating effect of firm age on the relationship between financial risk exposure on non-performing loans of commercial banks in Kenya. The study was underpinned by liquidity preference theory. The examination adopted a positivist paradigm guided by explanatory research design. The study targeted 40 commercial banks as the unit of analysis while branch managers, operations and risk managers were the units of observation drawn from the banks adding to 120 respondents and census was used. The study collected both primary data using structured questionnaire on the independent variable and secondary data from publications by Central Bank of Kenya (CBK) and respective banks and the same was analyzed through the statistical package for social sciences (SPSS) version 26 in a descriptive and inferential manner. The study established that credit risk (p<0.05) and liquidity risk (p<0.05) were all found to have significant effect on NPLs of commercial banks in Kenya and significantly moderated by their sizes. It was concluded that financial risk exposure has significant effect on NPLs of commercial banks in Kenya. It was recommended that finance manages working in commercial banks in Kenya to balance the investment in short term and long-term assets to maintain operational liquidity levels for better management of liquidity risks. Credit managers working for commercial banks in Kenya need to review the existing credit risk management efforts and mechanisms to minimize exposure to NPLs.

Job Stress Health and Coping Strategies among Bank Branch Managers

Job Stress Health and Coping Strategies among Bank Branch Managers

Ṣukūk al-Muḍārabah as a Financing and Liquidity Management Tool for Islamic Banks in Morocco: Exploratory Analysis of Expectations and Obstacles

Purpose — The use of ṣukūk al-muḍārabah by Islamic banks (IBs), including in Morocco, is rare, and research on the subject is limited. This study seeks to fill in this gap by examining the perceptions of Moroccan professionals. Its aim is to highlight the challenges and opportunities associated with the use of ṣukūk al-muḍārabah by Moroccan IBs. By enlightening both professionals and academics on the potential of these Sharīʿah-compliant financial instruments, the study aims to highlight their ability to solve liquidity and funding problems. Design/Methodology/Approach — This study employs a qualitative methodology, using interviews with branch managers of IBs in Morocco. Textual and thematic analyses were used to identify expectations, perceptions and challenges related to the adoption of ṣukūk al-muḍārabah for financing and liquidity management. Analysis tools used included content analysis, factorial correspondence analysis, and similarity analysis. Findings — The findings reveal a diverse range of viewpoints among professionals, ranging from cautious optimism to reservations regarding the effectiveness and acceptability of ṣukūk al-muḍārabah in Morocco. Ṣukūk al-muḍārabah are viewed as a potential instrument for managing liquidity and financing, but they pose a significant risk for holders. Most of the professionals interviewed consider ṣukūk al-muḍārabah to be the most suitable tool for meeting these requirements, although some emphasise the need for an efficient regulatory system. Originality/Value — The study highlights the potential of ṣukūk al-muḍārabah as a financing and liquidity management alternative for Moroccan IBs. It emphasises the significance of financial innovation in accordance with the principles of Islamic finance. Practical Implications — For ṣukūk al-muḍārabah to realise their full potential, Moroccan IBs should adopt international best practices, enhance the sector’s familiarity with these products, and effectively navigate the regulatory and tax challenges.

THE ROLE OF BANKING SYSTEM IN PROVINCIAL ECONOMIC DEVELOPMENT: A STUDY OF TURKIYE, FROM THE 70S TO THE 2000S

This research examines the relationship between banking activities and provincial economic development. In particular, the study offers insight on the nature of the regional economic development discrepancies in Turkiye. The study finds that, despite the trend towards decentralisation that takes place in regional economic policies, the banking system adopts centralisation policies. Using dynamic generalised method of moment (GMM) estimates, we evaluated a unique data set including 39 years of provincial demographic, socioeconomic, and financial factors in Turkey. The study demonstrates that the banking intermediation is detrimental to provincial development. The Turkish banking system’s hierarchical structure prevents financial intermediaries from fulfilling their role in fostering development. Consolidation and concentration strategies must be reassessed, since they tend to favour centralisation, which has been shown to be inefficient for regional convergence. The results also suggest that branch managers should be granted greater decision-making authority to make better use of locally produced information when approving or rejecting projects, which would eventually lead to a reduction in provincial disparities.

Peran Agency Theory Terkait Manajemen Risiko Kredit dalam Upaya Meminimalisir Kredit Bermasalah pada KSP Kopdit Obor Mas Kanca Pasar Alok

The aim of this research is to determine and analyze the role of agency theory related to credit risk management in efforts minimize problem loans at KSP Kopdit Obor Mas Kanca Pasar Alok. Research data was obtained through direct interviews with Pasar Alok branch managers, observation and documentation. This type of research is descriptive qualitative. The research results show that the analysis of the development of non-performing loans at the Kopdit Obor Mas Kanca Pasar Alok Savings and Loans Cooperative can generally be said to be tending to decline. The increase in non-performing loans from 2019 – 2023. This is caused by an unstable economic situation which ultimately causes people and companies' income to decrease so that customers are in arrears and is also a result of bad character until the time that has been discovered. Keywords: Agency Theory, Cooperatives, Risk Management, Non-Performing Loans

Analyzing Sales Challenges with Root Cause Analysis to Enhance Business Process

Aims: The purpose of this study is to analyze sales problems of a company using root cause analysis to support business process improvement. Study Design: This study is qualitative approach and uses Root Cause Analysis to analyse the data. Place and Duration of Study: To maintain company confidentiality, this research uses the name of XYZ instead of the actual name. The object of this research is XYZ Company that company engaged in the wholesale trade of car parts and accessories, retail trade of vehicle parts and accessories, between August 2023 and December 2023. Methodology: This study used mixed method approach (qualitative and quantitative).The informants in this study were divided into internal and external sources. Informants from internal sources come from Directors, Commissioners, Area Sales Managers, Finance Administration and Tax Managers, HRGA Managers, and Branch Managers. The external informants of this study are external informants are Senior Trainer Performance Excellence, Founder & Trainer Expert Club Indonesia. The data also collected from results of the meeting minutes at the time of the Sales Gathering, and minutes of branch sales performance evaluation meetings. Results: The results of this study indicates the most dominant cause of the problems are customer database not update, Apps Upgrade and Notifications, Address and location do not match, and Force Majeure conditions (flooding business premises). The solutions are standardization, automation and/or mechanization, and improve sales person capability. Conclusion: Increasing sales is the main thing that top management wants to achieve for all teams under it, to support business process improvement; has been proven by changes in results or ongoing improvement processes using root cause analysis in an effort to resolve problems that occur and continuous improvement or improvement.

Leveraging Digitalization and Servitization to Improve Financial Performance: An Empirical Analysis

This research investigates the interplay between digitalization, servitization, and Corporate Social Responsibility (CSR) in influencing the financial performance of Pakistani banks. The study addresses a critical gap by examining how these factors combine to impact bank profitability in the contemporary landscape of digital transformation and evolving customer demands. A quantitative approach is employed, utilizing survey data collected from branch managers in Pakistani banks. Standardized scales measure digitalization, servitization, CSR, and bank performance. The findings demonstrate a positive direct effect of digitalization on bank performance. Furthermore, servitization strengthens this positive impact, suggesting that banks offering a comprehensive suite of services alongside traditional products achieve superior financial outcomes. Notably, the study reveals no significant short-term contribution of CSR to a bank's financial performance. Thus, the study sheds light on the crucial role of servitization in amplifying the positive effects of digitalization on bank performance. By strategically integrating services with products, banks can leverage digital technologies to become more data-driven and enhance their financial health.

FINANCING MODEL OF SHARIA ECONOMY-BASED COFFEE AGROINDUSTRY USING DYNAMIC SYSTEM SIMULATION IN BANDUNG DISTRICT

West Java Province is one of the producers of export quality Arabica coffee, namely Java Preanger Coffee. The problem that often arises in the agricultural sector is that most farmers do not have the funds to make capital. Another problem in agriculture is capital. This can cause crop failure due to a lack of capital so the process of agriculture is delayed and hampered. The aim of the Islamic financing modelling research is to determine the relationship between variables in the Islamic economic-based financing system as well as a comparison between the application of the concept of profit-sharing margins for mudharabah and musyarakah between farmers and Muhammadiyah Branch Managers (PCM) using the system dynamics method using the Powersim Software. System dynamics are defined to address large-scale and complex systems and understand the relationships among behavior in a given system over time and the underlying structures and decision rules. The sharia economy-based coffee agroforestry financing model results in the application of profit sharing that reflects more justice. The principle of profit sharing carried out by PCM is beneficial for both parties who have achieved the principle of justice, by avoiding things that are unlawful. This can be seen from the results of the profits and losses are not on one side. The simulation results can be used as a consideration for decision making for financing coffee agroforestry in Bandung Regency.

Financial Crises and Economic Downturns of Commercial Banks in North Rift Region, Kenya

Financial Crises and Economic Downturns of Commercial Banks in North Rift Region, Kenya

أثر إدارة المواهب على تحقيق الإبداع التنظيمي في إدارة الرعاية الاجتماعية بجازان

This study aimed to measure the impact of talent management on achieving creativity in social care management in Jazan. The study adopted a descriptive analytical approach, and to measure the study variables, a questionnaire was used, distributed to a sample of 171 individuals. Multiple regression analysis was employed to test the hypotheses. The study found several noteworthy results, including a statistically significant impact of talent management, represented by talent selection, development, and retention, on achieving creativity in social care management in Jazan. However, there was no statistically significant impact of talent attraction strategy on achieving creativity in social care management in Jazan. The study recommended the participation of branch managers, department heads, and individuals in social care management in Jazan in the talent attraction process, considering the requirements of competition and development. It also suggested establishing foundations for talent selection based on the effective implementation requirements of the human resources plan to leverage them in achieving creativity in social care management in Jazan.

Implications of corporate social responsibility on the financial and non-financial performance of the banking sector: A moderated and mediated mechanism

This study aims to investigate the influence of corporate social responsibility (CSR) on both financial and non-financial performance in the Pakistani banking sector by applying a quantitative research approach to the primary data from 405 branch managers in the Pakistani banking sector. Both financial and non-financial performance indicators are analyzed in relation to CSR practices. The CB-SEM findings of this study reveal a significant and positive correlation between CSR and both financial and non-financial performance. Our results demonstrate that CSR initiatives contribute to improved financial performance, reputation, and innovation within the sector. These findings confirm the importance of prioritizing social responsibility initiatives to enhance overall performance in the banking industry. This study provides valuable insights into the impact of CSR on performance in the context of the Pakistani banking sector. The research contributes to the existing literature by highlighting the positive relationship between CSR and financial/non-financial performance. The findings underscore the relevance of CSR practices for banks in Pakistan and emphasize the potential benefits of incorporating social responsibility initiatives into their operations. This study serves as a foundation for future research, encouraging further exploration of CSR's role in the banking industry and its implications for sustainable business practices.

Optimizing Customer Relationships: A Case Study of CRM Practices at Puma Outlet in Ahmedabad city of Gujarat

Effective client Relationship Management (CRM) techniques are essential in the current competitive retail environment to maintain client loyalty and stimulate corporate expansion. This study aims to investigate and assess customer relationship management (CRM) techniques used in Puma shops. It seeks to provide insights into the impact of these tactics on customer relationships and the overall success of the organisation. The study uses a qualitative methodology, conducting in-depth interviews with branch managers in various geographical areas and market conditions. The findings indicate that common customer relationship management (CRM) tactics include the use of technology to handle data, personalised marketing efforts, and the implementation of loyalty programmes. The positives that have been identified include the efficient utilisation of customer data and the proactive interaction with customers. On the other hand, the limitations are related to the integration of CRM practices across all points of contact and the maintenance of data quality.This study makes theoretical contributions by connecting CRM theories with actual implementations, emphasising the changing role of technology and human interaction in enhancing CRM effectiveness. This study enhances the current CRM literature by offering in-depth understanding of a particular retail environment, opening up opportunities for further investigation into upcoming technologies and CRM tactics across other retail sectors.Ultimately, the results emphasise the crucial significance of CRM methods in cultivating client connections and promoting retail achievements in the digital age. Retail managers may use these observations to continually enhance their CRM strategies, while researchers are urged to explore more into the ever-changing environment of CRM to further enhance retail efficiency and consumer involvement.