City Bank Research Articles

A STUDY OF THE FACTORS LEADING TO THE DEVELOPMENT OF CUSTOMER SATISFACTION: A CASE STUDY OF A PRIVATE BANKING INSTITUTION IN MANDALAY, MYANMAR

Recently, the market of the banking industries is growing rapidly in Myanmar. Therefore, banks not only need to focus on attracting new customers but also on maintaining the existing customers by providing the exceptional quality of services in order to survive in extremely stiff competitive industry. This research is attempted to investigate the 5 determinants which lead to customer satisfaction to Ayeyarwaddy Bank (AYA) in Mandalay, Myanmar. The questionnaires were distributed to 200 people who have been experienced of using the service of the 2 branches of the AYA Bank in the same city. Single & multiple linear regression model were used in order to test the hypotheses to find out the beta coefficient and significant level. The finding is that all of the service quality dimensions such as reliability, responsiveness, assurance, empathy and tangibility are rejected and statistically influenced on the customer satisfaction. 
 Keywords: service quality, customer satisfaction, commercial bank

The Impact of Occupational Stress on Job Burnout Among Bank Employees in Pakistan, With Psychological Capital as a Mediator.

Background: Job burnout is a major issue for workers in the banking sector. Many employees report feeling exhausted and want to leave their jobs due to the extra pressure and workload from their superiors and clients. They also report not being well compensated for their hard work, which they believe they do to provide the best service to their clients.Methods: A cross-sectional study was made in various banks in different cities of Pakistan. An adapted questionnaire, including the effort-reward imbalance scale, psychological capital, and Maslach burnout inventory general survey were used to collect data from 1,778 male and female bank employees.Results: There was a significant and positive relationship between extrinsic effort and over-commitment on the one hand, and emotional exhaustion and depersonalization on the other. It was also found that reward was negatively associated with emotional exhaustion and depersonalization. However, reward had a positive association with personal accomplishment. There was a gender difference in the mediating effect of psychological capital on stress at work and job burnout.Conclusion: Male attitudes to work tend to be motivated by reward and appreciation, whereas females tend to demand a better working environment. To reduce job, burnout suitable interventions could be introduced for bank employees, whilst management support plays an important role in increasing or decreasing stress in employees.

Studi Penerapan Bank Sampah dalam Upaya Pengelolaan Lingkungan Hidup di Kota Yogyakarta

Waste Bank program is an alternative in waste management by 3R (Reduce, Reuse, Recycle) approach. Yogyakarta is one of the cities that has implemented that program. This study was aimed to analyze the composition of the deposited waste to the banks and examine the implementation of waste banks in Yogyakarta city in environment management efforts. The study was conducted in October-December 2016, and is a quantitative study that was conducted by measurement, interview and observation methods in five waste banks in Yogyakarta City. Data analysis was performed by means of quantitative descriptive in the form of tables and graphs. The results show that total weight of the deposited waste in a month is 3,062.1 kg, in average. The composition of the waste consists of: plastic 23.36%, paper 65.06%, glass 5% and metal 6.56%. The Waste Bank program in Yogyakarta City is able to assist the efforts of environment management, with a potentiton of 97% waste reduction. After the existence of waste banks, in corresponds with their environment condition, 65 respondents (65%) stated it is clean, and 35 (35%) stated very clean. Respondents who stated that their houses are very clean and clean are 34% and 66%, respectively.

Analysis of Quality of Management Accounting Information System to Improve the Implementation of Good Corporate Governance Principles (Case of Sharia Commercial Banks in Bandung City)

The main causes of bank failures include: poor bank management, too risky to take risks, and a lack of supervision which is conducted on fraud and embezzlement of funds. One way to overcome this is to improve the quality of management accounting information system (KSIAM) and the application of Good Corporate Governance (GCG) principles in banking institutions, one of which is sharia commercial banks. But in reality, there are still Sharia commercial banks that have poor KSIAM, which is characterized by there are still many complaints from users of the banking service information system, as well as the weak implementation of GCG principles as it is indicated by many cases of deviations in the form of fictitious customer financing facilities. This study aims to explain KSIAM and the application of GCG principles and to analyze KSIAM in improving the application of GCG principles in Sharia commercial banks in Bandung city. The research method is a case study and analytical descriptive with quantitative approach. Data collection techniques were carried out by distributing questionnaires and interviews. The study results showed that KSIAM at Sharia Commercial Banks in Bandung city is included in good categories. The GCG implementation in Sharia Commercial Banks in Bandung city is included in the very good category. Furthermore based on a descriptive analysis of the study results, it showed that KSIAM is able to improve the application of GCG principles in Sharia Commercial Banks in Bandung city. Keywords: Quality of Management Accounting Information Systems, Application of GCG Principles and Sharia Commercial Banks DOI: 10.7176/RJFA/11-6-10 Publication date: March 31 st 2020

Profit change, Bennet-Bowley productivity and price change indicators

This paper decomposes a normalised Bennet-Bowley (BB) productivity indicator into indicators of profit change and price change. An advantage of the method is that each indicator is calculated by substituting observed prices and quantities of inputs and outputs into a simple accounting formula. We extend Walden et al. (2017) and aggregate the indicators and account for the effects of new entrants, exits and continuing firms on profit change. We calculate each indicator for Japanese city banks, regional banks and Japan Post Bank during 2010-2016. Banking experiences productivity growth during 2010-2016 and profit change is also positive except during 2010-2011 and 2013-2014, when adverse price changes more than offset productivity growth. Regional banks make a greater contribution to increases in profits and productivity than city banks. Japan Post Bank experiences productivity decline throughout the period new entrants reduce industry profits, while exiting banks increase industry profits. Decreases in non-performing loans during the period contributed to increased profitability and productivity.

An Emperical Evidence on Customers’ Perception of Bank Services’ Quality in Cameroon

This study purport to investigate the perception of service delivery quality from banks customers in Cameroon. Specifically, the study examined customers’ perception of service quality dimensions (tangibility, reliability, competence, and convenience) within some selected banks. In order to achieve these objectives a sample of 500 bank customers were chosen from the Littoral and South West Region by making use of a mixture of cluster, stratified, simple random and convenient sampling techniques. Data was collected with the help of a well-structured questionnaire, the resultant data were subsequently analyzed using descriptive statistics, Independent T-test and One-way analysis of variance (ANOVA). The results among others indicated that the perception of bank services’ quality by customers was positive for the tangibility, reliability and convenience dimensions but negative for the competence dimension. In addition, it was found that customers of Afriland First Bank, SGBC, BICEC, ECOBANK, UBA, Citi Bank and SCB had a more positive perception of bank services’ quality in terms of tangibility and reliability than customers in CBC, UBC, NFCB and Atlantic Bank. Further, age and monthly income level greatly influence customer’s perception of service quality, meanwhile gender had no significant influence on customers’ perception of service quality. Policy-wise, banks should ameliorate on the competence dimension by making in-service training and refresher courses for employees. They should equally make banking more convenient for female customers, use age as a strategic tool and should train their employees effectively if they must succeed in this era of stiff competition.

Green network of right bank of Dnipro city

Green network of right bank of Dnipro city

The risk-based profit efficiency analysis for Chinese city banks in short-run

ABSTRACT This study is to pay attention to the profit performance analysis with the risk consideration. This study takes risk factor into the Nerlovian profit efficiency to develop a risk-based profit efficiency. By investigating Chinese city banks, this study finds that the profit loss of Chinese city banks is mainly attributed to allocative inefficiency, and they have a significant improvement in allocative efficiency.

The Role of Brand Image in Customer Satisfaction towards Commercial Bank of Butwal Sub-Metropolitan City

The Role of Brand Image in Customer Satisfaction towards Commercial Bank of Butwal Sub-Metropolitan City

Service Quality: A Comparative Study Between State Bank of India and ICICI Bank

Service quality has become an important tool in the service industry. The concept of customer satisfaction is widely recognised as a key differentiator which occupies a vital position in marketing thought and practice and is the major outcome of any marketing activity. This study makes an effort to understand the difference in service quality offered by the state bank of India and ICICI bank. SERVQUAL model which was proposed by Parasuram et al. is used to measure the service quality perceived by the customers of the state bank of India and ICICI bank in Srinagar city, a city in Jammu and Kashmir and a state in India. The information as gathered from the different customers of both banks Viz., State bank of India and ICICI bank Forty respondents from each bank were contacted personally in order to seek fair and frank responses on the quality of services in banks. The analysis clearly shows that there exists a wide perceptual difference among state bank of India regarding overall service quality with their respective customers when compared to ICICI bank whereas the said perceptual difference in ICICI bank is narrow.

Faktor-Faktor yang Mempengaruhi Jiwa Kewirausahaan Pegawai Bank Perkreditan Rakyat

This study aims to determine the effect of Education and Training, Professionalism, Work Experience, Leadership, and Work Environment on Employee Entrepreneurship. The sample used in this study were 237 respondents from 15 Rural Banks in Bogor Regency and City. Based on the results of the structural equation model, only Professionalism and the Work Environment have a significant effect on the Entrepreneurship of rural banks Employees

Employee perceptions towards organizational change and leadership in the banking industry

Organizational change involves participation of leaders, employees, structures, and systems as a strategy in anticipating and adapting to environmental changes. Leadership as a reflection of leaders’ behavior in managing organizations not only influences the policy and decision making but also indicates the approach to all members as the most important element in achieving organizational goals. This study explores perceptions of employees toward the implementation of organizational change and leadership in two leading banks in Palu City, namely, PT Bank Negara Indonesia (Persero) Tbk (BNI) and PT Bank Syariah Mandiri (BSM). The sample is purposively determined by 48 people, with 24 employees in each bank. This study is conducted using a quantitative approach with descriptive statistical data analysis and analyzed descriptively. Then it is tested with the Independent Sample T-Test. The results show that there are no differences in perceptions of employees regarding organizational change despite their experience on different levels of change, but reveal different perceptions in a leadership aspect. Organizational change at BNI is at the moving stage, while BSM has been in the last stage of organizational change, namely refreezing. The difference in leadership behavior between these two banks is very significant. Leadership at BNI is charismatic by giving idealized influence, while BSM prioritizes inspirational motivation.

Financial Condition of City Bank

I have conducted this report on “Marketing practices and the customer satisfaction level of The City Bank Limited. My hoarier supervising Hasan Al Mamun assigned this topic, Assistant professor Faculty of Business & Economics, United International University of Bangladesh. Now, in this article, I will present the financial condition of City bank Bangladesh with some specified heading.

Why is Higher Institution Students Un-banked in Duhok City? Evidence from a Survey Analysis.

This paper attempts to find out why higher institution students in Duhok are not opening or having bank accounts. With the use of interview process and questionnaire, 100 students were selected from Newroz University, Dohok Polytechnic University and Dohok private technical institute in Duhok city. It was found from this study that most of these students’ approximately 90 students of them have no bank accounts while only 10 of them have bank accounts. Moreover, this research found that trust on banks, security, bad banks infrastructure, lack of money, costs of opening bank accounts, access to bank accounts and unemployment are the main reasons for low banking interest among students in Duhok city. However, the highest reason is lack of trust on Duhok banks and lack of money due to high unemployment rate. It is suggested that banks in Duhok city should encourage students to open bank accounts by advertising the importance of banking services and offer student loans. Also, Duhok government should award scholarship to student to ease the pressure from the unemployment menace in the country.
 Keywords: Un-bank, Bank trust, Poverty, Banking access

Has Internet Finance Decreased the Profitability of Commercial Banks?: Evidence from China

ABSTRACT This paper explores the popularity of internet finance and its potential shocks to the business of traditional commercial banking in China. Using data on 200 commercial banks in China during the period 2011 to 2016, this paper investigates whether internet finance, measured by P2P (peer-to-peer lending) lending and third-party payment, has a negative impact on the profitability of commercial banks. It concludes that P2P lending and third-party payment has significant negative influence on the profitability of loans and deposits at China’s commercial banks. By intensifying competition, the development of internet finance has decreased the interest income of loans, increased the interest cost of deposits, lowered the growth rate of loans and deposit, and brought about more risk. City and rural banks and unlisted banks are more vulnerable to internet finance than large government-owned and joint-stock banks.

PENGARUH PARTISIPASI PENYUSUNAN ANGGARAN, KOMITMEN ORGANISASI, DAN PROFESIONALISME TERHADAP KINERJA MANAJERIAL BANK BUMN KOTA PALEMBANG

The purpose of this study is to determine the effect of the participation in composing budget, organizational commitment, and professionalism on the performance of the BUMN Bank in Palembang. In addition, this institution is a company that also has branch offices, financial managers, operational managers, credit managers, and corporate finance such as Bank Mandiri, Bank Negara Indonesia. (BNI) and the State Savings Bank (BTN) of Palembang city which prioritizes 36 people. The sample that used is 36 people using a census is all the populations sampled. The technique to analyze data is multiple regression analysis with SPSS 21 software tools. The results of the study partially indicate that: (1) budget participation is positive and significant toward the managerial performance of Palembang City BUMN Bank, (2) organizational commitment is positive and significant toward managerial performance Palembang City BUMN Bank, and (3) professionalism that has a significant positive effect on the managerial performance of the BUMN Bank of Palembang City. And the results of the simultaneous testing also show that budget participation, organizational commitment, and professionalism have a positive and significant effect on the performance of managers of BUMN Bank Palembang City

How Corporate Ethical Values and Ethical Leadership Influence on Religious Commitment? A Study on Sharia Banks Indonesia

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Outside lending in the New York City call loan market: evidence from the Panic of 1907

Before the Panic of 1907 the large New York City banks were able to maintain the call loan market's liquidity during panics, but the rise in outside lending by trust companies and interior banks in the decade leading up the panic weakened the influence of the large banks. Creating a reliable source of liquidity and reserves external to the financial market like a central bank became obvious after the panic. In the call loan market, like the REPO market in 2008, lack of information on the identity of lenders and volume of the market hindered attempts to stop panic-related depositor withdrawals. Our new estimates of who was participating in the call loan market reveal that it did not contract after 1907; while the trust companies became less important, the New York national banks and outside lenders more than made up the difference.

Sharī‘ah Analysis of Acquisition of House Financing Portfolio

Purpose - The Objective of this study is to provide a comprehensive scenario of the Acquisition of House Financing transaction taken place between Bank Islami and Citi Bank during 2010 in the light of Sharī’ah guidelines. The purpose of this whole complex transaction was to acquire Citi Banks house financing portfolio. The successful completion of such a transaction is an important milestone for Islamic Banking. The complete understanding of such transactions is of prime importance for Islamic banking academia. 
 Findings - The study concludes that the transaction based on Hawalah (assignment of debt) and Wakalah Lil Qabz (recovery agency) is very complex and intelligently designed to conduct these transactions. 
 Policy Implications - This study will enable the policymakers, Sharī’ah Advisors, and bankers to explore new avenues for investment in Islamic Banking Institutions. This study will also enable academicians and research students to conduct research for product development in related areas with conventional banks. The complete understanding of such transactions is of prime importance for the product development department of Islamic Banks.

Effect of Service Quality on Customer Satisfaction Evidence from Banks in Tangail

This study attempts to determine the effect of service quality on customer satisfaction both from public and private banks in Tangail city. Service quality of different banks is observed that is provided for their customers. An attempt is made to find out which service quality dimensions may enhance customer satisfaction in a better way. To measure the service quality, an extensive survey of bank clients has been performed with a structured questionnaire. Respondents are chosen from different demographic features. The 200 sample clients were selected from the branches of different public and private banks located in Tangail City. The sample clients were selected randomly at the banks while interviewing. Both descriptive and inferential statistics were used in the analysis. To explore the relationship between service quality and overall customer satisfaction, frequency distribution, descriptive statistics, correlation and regression analysis was performed. From the overall analysis, the most important service quality factor of banks is personal attention to the clients followed by error-free records, safety in transaction, and tangible physical facilities of the bank. A significant correlation between the performance of promises in time and professions of the clients are observed. Perceived service quality factors have significant relationship with the overall service quality of the banks located in Tangail City which indicates that the service quality dimension have strong influence on the overall customer satisfaction. After all, findings indicate that service quality and all its dimensions have significant and positive association with customer satisfaction. Therefore, this study has been specifically conducted to consider this phenomenon and seek empirical justification in this regard by considering service quality as the main contributory factor towards customer satisfaction.