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Service quality in the USA has become a frustrating and unsatisfying experience. Recent indicators suggest customer satisfaction with service has been steadily declining. The financial services sector is no exception. Existing research indicates credit union customers are more satisfied with service quality than bank customers. Current studies also suggest service quality and employee satisfaction are linked to customer satisfaction. Surveys were administered to bank and credit union employees about service quality they receive from their managers. The results did not support the study’s hypothesis that credit union managers would receive higher scores than bank managers. However, the results and implications are important for researchers and practitioners interested in improving service quality at banks and credit unions.

This research aims to investigate the relationship between employer branding and its antecedent organisational culture within the context of the private banking sector. The study also investigates the relationship between employer branding and employee brand equity as a consequential construct. Additionally, the mediating role of trust and the moderating role of gender in the relationship between employer branding and employee brand equity has been examined.

The present study’s findings result from data analysis collected from a sample of 454 employees working in private banks in India. The data analysis was conducted utilising the structural equation modelling technique with the assistance of analysis of moment structures (AMOS) software.

The study’s findings indicate that supportive and bureaucratic (formal) culture in private banks exhibit a significant relationship with employer branding. However, the relationship between innovative culture and employer branding was found to be insignificant. The research also reveals a significant positive association between employer branding and employee brand equity variables: brand consistent behaviour, brand endorsement and brand allegiance. Further, the study highlights the mediating role of employee trust in management in the relationship between employer branding and employee brand equity. Examining demographic variables suggests that gender moderates the relationship between employer branding and employee brand equity.

The originality of this study lies in its exploration of the critical role of organisational culture variables in shaping employer branding within the context of private banks. The findings highlight that cultivating supportive and bureaucratic cultures can effectively enhance the employer branding of private banks. The study emphasises the outcomes of employer branding initiatives, signifying that they contribute to developing brand equity among employees. This leads to long-term employee commitment and advocacy towards the organisation, as employees become brand advocates for the bank with which they are affiliated. The study contributes to a better understanding of the relationship between organisational culture, employer branding and employee brand equity, providing valuable implications for the private banking sector aiming to reinforce their employer brand and increase employee engagement.

This study aims to propose and examine a research model where work engagement mediates the impacts of high-involvement work practices (HIWPs) on bank employees' turnover intentions. Specifically, the paper assesses: (a) the effects of empowerment, information sharing, rewards and training on work engagement and turnover intention, (b) work engagement as a mediator of the effects of these HIWPs on turnover intention (c) and functional competence as a moderator of the effects of these HIWPs on work engagement.

An online survey was employed to gather data from 343 employees working in commercial banks in Bangladesh. The authors applied partial least squares structural equation modeling to assess the aforesaid linkages.

Empowerment and information sharing increase bank employees' work engagement, while training and rewards reduce their proclivity to leave. Work engagement partly mediates the relationships of empowerment and information sharing to turnover intention. Functional competence moderates the relationship between three HIWPs (empowerment, information sharing and rewards) on work engagement.

The paper examines the association between HIWPs and turnover intention, which has been subjected to little empirical inquiry among bank employees during a crisis (e.g. Covid-19 pandemic). The paper provides new insights into the underlying mechanism linking HIWPs and turnover intention and highlights the moderating effect of functional competence. Additionally, the study offers new knowledge on the impact of the pandemic on bank employees' HIWPs. Finally, this paper used data gathered from bank employees in Bangladesh, which is an underrepresented Asian country in the extant service research.

The aim of this study was first to confirm that a specific bank’s employees were generally more information security-aware than employees in other Australian industries and second to identify the major factors that contributed to this bank’s high levels of information security awareness (ISA).

A Web-based questionnaire (the Human Aspects of Information Security Questionnaire – HAIS-Q) was used in two separate studies to assess the ISA of individuals who used computers at their workplace. The first study assessed 198 employees at an Australian bank and the second study assessed 500 working Australians from various industries. Both studies used a Qualtrics-based questionnaire that was distributed via an email link.

The results showed that the average level of ISA among bank employees was consistently 20 per cent higher than that among general workforce participants in all focus areas and overall. There were no significant differences between the ISA scores for those who received more frequent training compared to those who received less frequent training. This result suggests that the frequency of training is not a contributing factor to an employee’s level of ISA.

This current research did not investigate the information security (InfoSec) culture that prevailed within the bank in question because the objective of the research was to compare a bank’s employees with general workforce employees rather than compare organisations. The Research did not include questions relating to the type of training participants had received at work.

This study provided the bank’s InfoSec management with evidence that their multi-channelled InfoSec training regime was responsible for a substantially higher-than-average ISA for their employees. Future research of this nature should examine the effectiveness of various ISA programmes in light of individual differences and learning styles. This would form the basis of an adaptive control framework that would complement many of the current international standards, such as ISO’s 27000 series, NIST’s SP800 series and ISACA’s COBIT5.

This study aims to identify the major job stressors that can affect employees’ mental health in the Lebanese commercial banks during the economic turmoil. This study also aims to identify the effects of the mental problems on the employees in addition to the role of human resources in promoting and preventing mental well-being at the workplace.

The authors interviewed 28 bank employees and the semi-structured interviews last for around 50 min, starting by asking the employees a general question about the concept of mental health disorder. The authors used a purposive sampling in which the population sample is selected based on purpose and the characteristics of a specific category of individuals. Moreover, a thematic analysis is used to analyze the data.

The findings of this study indicate that most of the employees were suffering from many work-related stressors that have negatively affected their mental well-being. The stress and pressures have significantly increased during the economic crisis. However, most of the interviewees were not or rarely supported by their human resources department and their administration to help them get adapted for such a crisis or for the changes at the workplace.

Mental health disorders are present in the daily normal life and in the workplace as well. The banking industry is not an exceptional one.

Retaining critical knowledge is relevant for all organizations, knowledge-intensive ones in particular. Failure to do so can, in the worst case, lead to an organization being unable to act. Acknowledging the role of context in this regard, the purpose of this paper is to examine knowledge retention (KR) in the banking sector of a developing country. A particular focus is placed on exploring various contextual factors that influence the retention of critical knowledge taking into consideration the setting.

Following a qualitative research design, semi-structured interviews were conducted with senior managers from private and public banks in Pakistan. Thematic analysis was used to analyze the data.

The findings suggest that the existence of a collectivist society, gender differences, few job opportunities, power distance and the late IT Boom are vital factors to be considered regarding KR in the setting studied. The findings are summarized in a conceptual framework that highlights critical factors of KR to be studied in a broader context and which are viewed as relevant for informing future research in this underdeveloped area of knowledge management (KM).

The data were collected from a small number of individuals working in different banks in only one country. Future studies should consider research designs across multiple organizations involving more people representing different roles, functions and age groups.

Existing KM research has emphasized the role of context while research on KR is underdeveloped in this regard. By exploring different contextual factors this study advances current understanding in the KM domain.

The purpose of this paper is to examine the effects of relationship bonds on the psychological response and behavior of bank employees based on the job demands–resources theory. Specifically, it examines the effects of relationship bonds in terms of person–job (P–J) fit, emotional exhaustion, job satisfaction and boundary-spanning behaviors, all of which comprise the behavioral dimensions of bank employees. In addition, the study examines how the resiliency of bank employees influences their emotional exhaustion and determines whether a moderating effect related to emotional exhaustion exists.

To achieve this aim, data were collected from 365 customer-facing banking employees in South Korea. Reliability, validity and the hypotheses were verified through structural equation modeling; any moderating effects were identified using the bootstrap method and the process model.

Study results showed that financial, structural, internal social and external social bonds – the bonds pertaining to relationship elements – have positive effects on P–J fit. P–J fit influenced emotional exhaustion negatively and job satisfaction positively. Furthermore, emotional exhaustion negatively influenced job satisfaction. Job satisfaction had positive effects on service delivery, external representation and internal influence, the elements comprising boundary-spanning behavior. Finally, resiliency was shown to lower emotional exhaustion but revealed no moderating effect.

First, this study examined relationship bonds, which reference relationship marketing when introducing organizational resources that influence the psychological and behavioral responses of bank employees. Second, this study introduced resiliency as a personal resource and clarified the way it applies to an individual’s psychological response. Third, existing literature has been limited to conducting fragmented research of the psychological factors that intervene in predisposing factors and job outcomes. This study makes a unique contribution by establishing a psychological response process.

The purpose of this paper is to evaluate the job satisfaction level of universal bank employees in India. It focusses on identifying the factors of job satisfaction and their influence on the overall job satisfaction of universal bank employees.

Data were collected from a sample of 380 bank employees using convenience sampling technique.

The results of exploratory factor analysis reveal that eight factors, i.e. workplace environment, supervision, cooperation from peers, work discrimination, employee acceptance, work allocation, job security and remuneration extracted as important determinants of job satisfaction. The results of multiple regression analysis shows that supervision, cooperation from peers, work allocation and employee acceptance (independent variables) influences the level of job satisfaction (dependent variable of bank employees.

Since liberalization, banking sector is considered to be one of the major recruiters. People prefer bank as a career and social status. In order to further improve the satisfaction level of bank employees, bank management should provide regular feedback to the employees about their performance. In the absence of feedback, employees will be discouraged because they do not know how they are doing or may believe their contribution is unacknowledged. The most important factor effecting employee satisfaction with their job is their immediate supervisor. Many employees dislike their supervisor though they like the work they do. To make employees happier in their position, stay longer and the most important to ensure that customers receive better services, banks must start improving the management skills of supervisors.

The purpose of this paper is to assess the impact of a global measure of internal marketing on bank employee job satisfaction and employee commitment to the bank. In addition, the authors assessed the subsequent impact of job satisfaction and employee commitment on employee-bank identification. The dual mediating role of job satisfaction and employee commitment in the internal marketing-employee bank identification relationship was also explored.

Using self-administered questionnaires, the authors collected data from a convenience sample of Saudi Arabian bank employees attending training at the Institute of Banking, Saudi Arabia. Structural equation modeling was used to assess the predicted structural relationships.

Internal marketing has highly significant positive effects on job satisfaction and employee commitment to the bank. These in turn influence employee bank identification. Internal marketing also impacts employee bank identification indirectly through its impact on both job satisfaction and employee commitment.

Bank management needs to take a holistic approach to internal marketing and ensure that they create an environment where employers will be satisfied and committed to the point that they will feel proud to be associated with the organization.

The study uses a global measure and provides evidence of the dual mediating effects of job satisfaction and employee commitment to the bank in the internal marketing-employee bank identification relationship. This evidence is unearthed in the Saudi Arabian banking sector, characterized by conventional and Islamic banks.

This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established.

Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling.

The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks.

This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking.

The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences.

The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.