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The purpose of this study is to answer the following questions: How to measure customer satisfaction from the provisioning service of both: Islamic and Conventional banks? Can we trust one tool to measure such satisfaction or both banks are different identities and there is a need for separate measurement tool? What is the relationship between banks operating style (Islamic or Conventional) and bank performance?

A cross-sectional survey design was conducted to analyze a sample of customers. A total of 480 Jordanian participants were included in the study.

The results of confirmatory factor analysis show that the most important drivers of customer satisfaction are Sharia’ compliance, complaints, pricing and convenience, whereas the least important drivers are e-banking, the perception of employees, enjoyment and tangibles. Also, the result of the multi-group analysis shows that the significant impacts of all drivers on customer satisfaction differ from Islamic banks to Conventional banks except for the enjoyment. The significant effects of customer satisfaction on bank performance also differ from Islamic to Conventional banks.

The result is limited to the selected sample, and hence, future research in other countries should contribute to a better understanding of the impact of customer satisfaction relationship on bank success or performance.

This study provides a useful information for bank managers on the main driver of customer satisfaction and performance.

This study is intended to add to the existing literature in three ways: There is a lack of studies on the main drivers of customer satisfaction, especially those based on a consumer’s decision-making process in Arabic countries like Jordan. This study broadens the scope by testing the proposed model using data from a sample of consumers in Jordan. This study serves to propose and validate the drivers that influence customer satisfaction and bank performance and elucidate the manner of their influence, to help with the development of more effective business strategies.

Despite the wide availability of internet banking, levels of intention to use such facilities remain variable between countries. The purpose of this paper is to focus on e-banking in a country with low intention to use e-banking – Jordan – and to explain the slow uptake.

A quantitative method employing a cross-sectional survey was used as an appropriate way of meeting the research objectives. The survey was distributed to bank customers in Amman, Jordan, collecting a total of 328 completed questionnaires. SPSS and AMOS software were used, and multiple regression and artificial neural networks were applied to determine the relative impact and importance of e-banking predictors.

The statistical techniques revealed that several major factors, including perceived ease of use, perceived usefulness, security and reasonable price, stand out as the barriers to intention to use e-banking services in Jordan.

This study theorizes a series of implications on intention to use e-banking. It draws the attention of Jordanian banks to the full functionality of their e-banking systems, emphasizing positive safety features, which could contribute to changing negative customer perceptions. It also contributes to eliciting the theory of customer value among banks by focusing on how they should properly enhance their use of shared value. Moreover, it will present to managers how e-banking predictors can send meaningful and timely information to customers.

The purpose of this paper is to investigate and test the relationship between a company’s strategic flexibility, as evidenced by new product development flexibility and market flexibility, and its operational performance (OP) in Jordanian manufacturing companies.

Using a survey questionnaire, data were collected against two strategic decisions market and new product flexibility (NPF) from 222 middle and senior managers belonging to 116 Jordanian manufacturing firms. Confirmatory factor analysis was employed to investigate the effects of these two strategic decisions on OP.

Results show a significant positive relationship between both NPF and market flexibility and OP. No significant differences between small and medium enterprises and large companies are found, indicating that the model is valid for both sizes. Also, the additional analyses suggest that the proposition that both NPF and market flexibility are important for OP was correct.

Only two strategic flexibility decisions were considered in this paper, however, researcher could investigate other strategic flexibility decisions on OP.

The strategic flexibility level, in terms of NPF and market flexibility, that is needed for coping with uncertainty equips managers to handle challenges by enhancing the company’s controlled capacity through a considerable reduction in response time. An improvement in the company’s strategic flexibility enhances its overall performance and competitiveness and this, in turn, has a positive impact on its long-term sustainability.

The paper provides insights into the strategic flexibility decision practices in a Jordanian context. It provides further evidence that both market flexibility and NPF are significant in enhancing OP.

This paper aims to report on a study into the antecedents of consumer brand preference, in the context of telecommunications service brands in Jordan.

A questionnaire‐based survey was used to gather attitudes towards brand preference and its antecedents in the context of mobile telecommunications service providers in Jordan. The questionnaire was distributed, in Arabic, to university students in Jordan, a group selected as being active users of mobile phone services; 648 completed questionnaires were received. Data were entered into SPSS. Principal component analysis (PCA) was applied to identify the antecedents of brand preference. Multiple regression was conducted in order to investigate the relative impact of the identified factors on brand preference.

Factor analysis identified 11 antecedents of brand preference; these can be theoretically clustered into three groups: awareness antecedents (controlled communication (advertising), and uncontrolled communication (publicity, word of mouth)); image antecedents (service value attributes (price, quality), provider attributes (brand personality, country of origin, service (employee + location)), and corporate status (corporate image, corporate reputation)); and, customer attribute antecedents (satisfaction, perceived risk, and reference group). Multiple regression showed the contribution of each of these antecedents to brand preference.

This paper contributes to theorise by proposing and testing one of the first holistic models to integrate consideration of many of the antecedents of brand preference.

The present work has proposed and employed an innovative hybrid method based on the combination of factor analysis and an artificial neural network (ANN) model to forecast customer satisfaction from the identified dimensions of service quality in India, a developing country.

The qualitative study is conducted with Internet banking users to understand e-banking clients' perceptions. The data is collected with the help of a questionnaire from randomly selected 208 customers in India. Firstly, factor analysis was performed to determine the influential factors of customer satisfaction, and four factors i.e. efficiency, reliability, security and privacy, and issue and problem handling were extracted accordingly. The neural network model is then applied to the factor scores to validate the key elements. Lastly, the comparative analysis of the actual ANN and the regression predicted result is done.

The success ability of the linear regression model is challenged when approximated to nonlinear problems such as customer satisfaction. It is concluded that the ANN model is a better fit than the linear regression model, and it can recognise the complex connections between the exogenous and endogenous variables. The results also show that reliability, security and privacy are the most influencing factors; however, problem handling and efficiency have the slightest effect on bank client satisfaction.

This research is conducted in India, and the sample is chosen from the urban area. The limitation of the purposeful sampling technique and the cross-sectional nature of the data may hamper the generalisation of the results.

The conclusions from the study will be helpful for policymakers, bankers and academicians. To our knowledge, few studies used ANN modelling to predict customer satisfaction in the service sector

The coronavirus disease (COVID-19) pandemic has multiple consequences, including social distancing and the shift of education from in-person to online learning, which may have a psychological impact on students, especially those in medical colleges. This study aims to explore the effect of online learning on medical students’ mental health during the COVID-19 pandemic across Saudi Arabia.

A descriptive, nationwide, cross-sectional survey was conducted during the COVID-19 pandemic, after students in medical colleges moved to online learning. It included socio-demographic characteristics, online learning-related questions, perceived stress scale and generalized anxiety disorder-7.

The participants represented various academic levels within the basic science phase (44.9%) and clinical phase (55.1%) and various regions, including the central (55.3%), western (18.8%), northern (13.4%), southern (8.8%) and eastern (3.7%) regions. Moderate to high perceived stress was reported by 94.4% of students. Two-thirds of the students reported generalized anxiety symptoms, ranging from moderate to severe in 47% of them. A significant positive correlation was found between stress and anxiety. Women, age > 25, first-year students, students facing oral and objective structured clinical examinations, students with excellent and pass grades and those facing difficulties had higher levels of stress and anxiety. In addition, being non-Saudi, married or having a history of psychiatric illness was associated with higher levels of anxiety.

Stress and anxiety were highly expressed among participants using online learning. In addition to studying the efficacy of online learning, it is important to focus on its effect on medical students’ mental health, due to the highly competitive and demanding environment of medical colleges.

The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.

The researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.

The research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.

The research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.

This study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.

The purposes of this paper are 1) to develop model of long term financial health for logistics companies in Thailand 2) to identify factors that determine long term financial stability. Many researchers currently provide factors affecting financial health. Most factors refer to financial ratios, not many non-financial ratios such as age and size have been mentioned. This paper considers both financial and non-financial ratios that affect financial performance of Logistics companies in Thailand. The study has covered some interesting non-financial ratios such as Nationality of Shareholders, type of network in Logistics Company, growth rate (consisted of sales growth rate/profit growth rate/asset growth rate / Liability growth rate) and variable of growth rates. The target group is 110 logistics companies in Thailand enlisted from Department of International Trade Promotion Ministry of Commerce, Royal Thai Government. The group is divided into three categories according to financial health of company; Healthy financial, Unhealthy (Distress) and normal situation. The Multidiscriminant Analysis (MDA) is applied to analyze the differentiations among the three categories. Significant variables from MDA will be used as the independent variables for Multimonial Logistic Regression Analysis (MLRA) to identify factors that determine long terms financial stability. This paper find CF/D, RE/TA, BE/TL, Size, Age, Type of network, Nationality of Shareholders and Number of Shareholders are significant factors determine long term financial stability of Logistics company in Thailand.

The study aimed to explore and understand the perceptions of students, teachers and management about the distance learning and student learning at University of Hail (UOH) amid the COVID-19 pandemic, to identify whether student learning needs are being addressed in (UOH). This is facilitated through the use of interaction of distance learner with their peer groups, faculty members and assistants using different modes of interactions such as computers, internets such as chats and yahoo groups and mobile phones. These features of UOH approach toward learning are among the constructivist approach.

A qualitative research methodology was used to attain the objectives of this study. Looking into the nature, aim and objectives of the research study, semi-structured interviews were suitable and case studies, in total 11 interviews were conducted; five interviews were conducted from the students, three from the faculty members and three from the university administration. An interview guide was developed to conduct the interviews on the basis of themes such as training and development, performance management and firm performance. The data analysis suggests that UOH adopts quite a lot of main features of social constructivist approach of learning and teaching. This study finds that UOH adopts student-centered approach and provides the students opportunities to learn from real-life scenarios through case studies and projects.

This study has certain important theoretical contributions and implications for policy makers and managers; this study contributes to the distance learning education literature by exploring and understanding the perceptions of students, faculty members and management about the learning at UOH. The results of this study may be used by teachers and other instructional designers to improve materials for emergency distance learning.

This study contains certain limitations. One key limitation is the limited number of interviews originating from lack of time and problems in accessing the university. Hence, more interviews would have provided a more detailed picture of the learning at UOH. Another limitation is the context based nature of this study, not allowing generalization of the results. Nevertheless, generalizations were not amongst the purposes of this study and hence were never intended. Due to this limitation findings can be argued as applicable and meaningful to a certain degree as determined by other researchers and practitioners.

This research also focuses on the social constructivist approach to distance learning by examining and analyzing how learning at UOH appears to align with the constructivist approach's learning values.

Despite the extensive benefits of human resource (HR) analytics, the intention to adopt such technology is still a matter of concern in the engineering and construction sectors. This study aims to examine the slow adoption of HR analytics among HR professionals in the engineering and construction sector.

A cross-sectional online survey including 376 HR executives working in Indian-based engineering and construction firms was conducted. Hierarchal regression, structural equation modeling and artificial neural networks (ANN) were applied to evaluate the relative importance of HR analytics predictors.

The results reveal that hedonic motivation (HM), data availability (DA) and performance expectancy (PE) influence the behavioral intention (BI) to use HR analytics, whereas effort expectancy (EE), quantitative self-efficacy (QSE), habit (HA) and social influence (SI) act as barriers to its adoption. Moreover, PE was the most influential predictor of BI.

Based on the findings of this study, engineering and construction industry managers can formulate strategies for the implementation and promotion of HR analytics to enhance organizational performance.

This study draws attention to evidence-based decision-making, emphasizing barriers to the adoption of HR analytics. This study also emphasizes the concept of DA and QSE to enhance adoption among HR professionals, specifically in the engineering and construction industry.