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Article
Publication date: 15 October 2021

Syed Tehseen Jawaid, Aamir Hussain Siddiqui, Rabia Kanwal and Hareem Fatima

This study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance…

Abstract

Purpose

This study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility, responsiveness. Compliance has also been added as a determinant of customer satisfaction. In this study, customers are divided into two groups, internal customers are those who are an employee in the Islamic bank and also an account holder. While external customers are account holders only in Islamic banks of Pakistan.

Design/methodology/approach

In this study, a quantitative research approach is used for analyzing the behavior of internal and external customers of Islamic banks in Pakistan. The instrument which is used to analyze the study’s data, is a structured five-point Likert-scale questionnaire. The structural model was analyzed with the help of the partial least squares structural equation modeling approach.

Findings

This study concluded that internal customers of Islamic banking are well aware and have full information and their level of satisfaction is positive toward the bank’s services. While external customers feel satisfied while using the Islamic banking services in Pakistan. Service quality indicators are positively and significantly related to customer satisfaction in the external customer model. On the other hand, some of the indicators are not showing a significant impact on the internal customer multi-group analysis shows a difference of coefficients are insignificant between internal and external customers.

Practical implications

This study helps policymakers, to understand the behavior of internal and external customers of Islamic banking in Pakistan for creating favorable policies for an interest-free banking service.

Originality/value

This research study provides an analysis of the customer satisfaction of Islamic banks in Pakistan by dividing Islamic bank customers into two groups (internal and external customers). The purpose for dividing Islamic bank customers into two groups is that this study wants to highlight that external customer’s perception is the same as internal customers or not? Before this study, it is difficult to find single research on this topic, whereas only one study is find-out on the factors that affect internet banking adoption among internal and external customers.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 4 December 2018

Syed Ali Raza, Nida Shah and Muhammad Ali

The purpose of this study is to examine the factors which affect mobile banking (M-banking) acceptance in Islamic banks of Pakistan by using the modified unified theory of…

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1590

Abstract

Purpose

The purpose of this study is to examine the factors which affect mobile banking (M-banking) acceptance in Islamic banks of Pakistan by using the modified unified theory of acceptance and use of technology (UTAUT) model. The performance expectancy, facilitating conditions, social influence, effort expectancy, perceived value, habit and hedonic motivation are taken as independent variables. Similarly, the intention to adopt M-banking is taken as the mediator, and actual usage is used as the dependent variable.

Design/methodology/approach

The data are collected by using the survey method, and the five-point Likert scale is used for this purpose. The statistical techniques applied to the dataset were confirmatory factor analysis and partial least square structure equation modeling.

Findings

The empirical evidence shows that all the variables except for social influence have a significant positive effect on the intention which results in actual usage.

Practical implications

This study will help the Islamic banks in boosting the M-banking growth and decision-makers in crafting those strategies that increase the M-banking acceptance.

Originality/value

This paper makes a unique contribution to the literature with reference to Pakistan, being a pioneering attempt to investigate the factors which affect M-banking acceptance in Islamic banks of Pakistan by using the modified UTAUT model.

Details

Journal of Islamic Marketing, vol. 10 no. 1
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 24 February 2021

Muhammad Ali, Talat Islam, Fouzia Hadi Ali, Basharat Raza and Golam Kabir

Workplace well-being has emerged as an important aspect in the field of health care. Therefore, this paper aims to investigate the role of managerial coaching on nurses…

Abstract

Purpose

Workplace well-being has emerged as an important aspect in the field of health care. Therefore, this paper aims to investigate the role of managerial coaching on nurses’ well-being through psychological ownership and organizational identity.

Design/methodology/approach

The authors approached 284 nurses working in both public and private hospitals (between December 2019 and February 2020) on convenience basis, and data were collected through an online questionnaire-based survey.

Findings

The data were analyzed using AMOS version 24 and structural equation modeling confirmed psychological ownership and organizational identity as explanatory variables between managerial coaching and well-being.

Research limitations/implications

The study used self-reported data using convenience sampling which may raise a question on causality. The findings suggest the management to consider the importance of managerial coaching in shaping positive workplace behaviors of employees.

Originality/value

Drawings on social exchange theory, this study extends past studies to examine the mediating roles of psychological ownership and organizational identification between managerial coaching and workplace well-being among nurses. The study has theoretical and practical implications.

Details

International Journal of Human Rights in Healthcare, vol. 14 no. 2
Type: Research Article
ISSN: 2056-4902

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Article
Publication date: 12 March 2018

Muhammad Ali, Syed Ali Raza, Wasim Qazi and Chin-Hong Puah

This study aims to examine university students’ acceptance of e-learning systems in Pakistan. A Web-based learning system is a new form of utilizing technological…

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1301

Abstract

Purpose

This study aims to examine university students’ acceptance of e-learning systems in Pakistan. A Web-based learning system is a new form of utilizing technological features. Although, developed countries have initiated and established the concept for e-learning, developing countries require empirical support to implement e-learning.

Design/methodology/approach

This paper further explains a conceptual model that is based on the technology acceptance model (TAM). Earlier theories such as the theory of reasoned action (TRA), theory of planned behaviour (TPB) and decomposed theory of planned behaviour (DTPB) have been conducted on user behavioural intention (BI). TAM is considered as the most relevant framework in a Web-based context. To analyse the present study’s hypothesized model, structural equation modelling (SEM) has been used to statistically analyse self-reported sample data from 424 university students.

Findings

The results revealed that TAM, with the combination of new constructs, explains university students’ acceptance of the e-learning system reasonably well. Additionally, work life quality (WLQ) and facilitating conditions (FC) have a greater influence on the BI and the actual use (AU) of the e-learning system, respectively.

Originality/value

The study has also provided valuable implications for academics and practitioners for ways to enhance the acceptance of the e-learning system in the higher education of Pakistan.

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Article
Publication date: 4 March 2021

Muhammad Ali, Syed Ali Raza, Bilal Khamis, Chin Hong Puah and Hanudin Amin

This study’s objectives are twofold; first, this paper aims to explore the determinants of perceived benefit and perceived risk of Islamic Fintech. Second, this study…

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1077

Abstract

Purpose

This study’s objectives are twofold; first, this paper aims to explore the determinants of perceived benefit and perceived risk of Islamic Fintech. Second, this study examines the influence of perceived benefit, perceived risk and user trust on the intention to adopt Islamic Fintech.

Design/methodology/approach

The sample of 350 was distributed among the respondents, while a usable sample of 321 was retained for the analysis. The study performed a self-administration survey to collect the sample data while the hypothesized model was tested using SmartPLS.

Findings

The results revealed that perceived benefit and perceived risk were significant and positively influenced by their factors. Moreover, perceived benefits showed a positive and significant impact on trust. However, perceived risk had a negative and significant impact on trust. The results also found a strong positive and significant relationship between trust and intention to adopt Islamic Fintech.

Originality/value

The outcome of this research may be used to develop strategies for Fintech and enables the financial sector to attain economies of scale in the world.

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Article
Publication date: 6 August 2021

Muhammad Ali, Chin-Hong Puah, Anum Ali, Syed Ali Raza and Norazirah Ayob

The role of green human resource management in Islamic banking remains relatively unexplored. This study focuses on how green human resource management plays a part using…

Abstract

Purpose

The role of green human resource management in Islamic banking remains relatively unexplored. This study focuses on how green human resource management plays a part using intellectual capital and how green human resource improves employee commitment, eco-friendly behavior and environmental performance in Islamic banks.

Design/methodology/approach

This paper integrated two well-established theoretical frameworks, namely, intellectual capital-based view theory and social identity theory. A survey-based research instrument was employed to collect sample data of 231 respondents. To test hypotheses, we considered partial least square structural equation modeling (PLS-SEM)-based approach using SmartPLS.

Findings

The results indicate that green human capital, green structural capital and green relational capital significantly influenced green human resource management. Similarly, green human resource management showed a significant positive impact on employee commitment, eco-friendly behavior and environmental performance. Moreover, this study found significant positive results on the interrelationship between employee commitment, eco-friendly behavior and environmental performance. The outcomes recommend that Islamic bank HR managers and top management should strengthen green human resource management policies. Additionally, the Islamic bank HR department should consider bank intellectual capital and employee social identity while making environment-friendly policies.

Originality/value

This study provides novel contributions by offering some useful guidelines to Islamic bank managers and practitioners. In addition, our research aids general green human resource literature and adds value to promoting a sustainable organization.

Details

International Journal of Manpower, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0143-7720

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Article
Publication date: 23 September 2019

Muhammad Ali, Chin-Hong Puah, Norazirah Ayob and Syed Ali Raza

Local foods from the perspective of tourism play a significant role to attract tourists. Surprisingly, empirical evidence on food tourism is quite scarce. The purpose of…

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1081

Abstract

Purpose

Local foods from the perspective of tourism play a significant role to attract tourists. Surprisingly, empirical evidence on food tourism is quite scarce. The purpose of this paper is to develop and investigate a conceptual framework on tourist satisfaction, loyalty and word of mouth (WOM) to select local foods in Pakistan.

Design/methodology/approach

The study uses a quantitative approach while convenience (non-probability) sampling is used to collect a sample of 286 final responses using a survey-based questionnaire. The study employed exploratory factor analysis and confirmatory factor analysis to stabilize the factor structure. The conceptual model is then tested under the assumptions of structural equation modeling.

Findings

The findings indicate that food quality, perceived environmental quality, perceived value and service quality has a significant impact on the tourist’s satisfaction. However, interpersonal interaction quality shows an insignificant influence on satisfaction. Moreover, satisfaction has a significant impact on loyalty while loyalty further shows a significant effect on tourist WOM. Overall, the authors found satisfaction and loyalty are the major contributors to the hypothesized model.

Practical implications

The conceptual framework and study findings will support practitioners and researchers to understand the factors that influence a tourist’s selection of local foods. Additionally, the study provides a useful policy to gain long-term economic benefits for the tourism sector in Pakistan.

Originality/value

To the authors’ best knowledge, this study is the first attempt to explore WOM behavior in tourism research focusing on the critical role of satisfaction and loyalty. The authors are certain that the findings will contribute significantly to the existing body of knowledge.

Details

British Food Journal, vol. 122 no. 6
Type: Research Article
ISSN: 0007-070X

Keywords

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Article
Publication date: 13 November 2017

Muhammad Ali and Chin-Hong Puah

This study aims to investigate the factors that determine the customer adoption of Islamic banking in Pakistan.

Downloads
1028

Abstract

Purpose

This study aims to investigate the factors that determine the customer adoption of Islamic banking in Pakistan.

Design/methodology/approach

This paper aims to use a sample of 540 Islamic bank customers located in the biggest city of Pakistan (Karachi). This study is based on the diffusion of innovation (DOI) theory and analyzed the role of five attributes (compatibility, relative advantage, complexity, observability and trialability) along with the consumer awareness about the customer adoption of Islamic banking. Additionally, the present research also considers Islamic banking as a new idea (innovation) in Pakistan under the framework of DOI theoretical assumptions. The exploratory and confirmatory factor analyses are applied to the sample data. The theoretical framework is then tested using structural equation modeling.

Findings

The findings of the study revealed that all five attributes of the DOI theory are positively and significantly related to the customer adoption of Islamic banking. The customer awareness also proved its importance in the hypothesized model by representing a positive and significant relationship.

Originality/value

The present study provides a useful guideline for the Islamic bank managers and the academicians to better understand the customer adoption of Islamic banking.

Details

Humanomics, vol. 33 no. 4
Type: Research Article
ISSN: 0828-8666

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Article
Publication date: 11 September 2017

Muhammad Ali, Syed Ali Raza and Chin-Hong Puah

This paper aims to investigate the factors affecting intentions to select Islamic credit cards in Pakistan by using the theory of reasoned action (TRA) model. In general…

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1167

Abstract

Purpose

This paper aims to investigate the factors affecting intentions to select Islamic credit cards in Pakistan by using the theory of reasoned action (TRA) model. In general, bank customers are aware of credit card facility, but the leading factors to select Islamic credit cards are particularly unexplored. Due to this fact, the study examined the effect of subjective norm (SN) and attitude (ATT) with the inclusion of new construct, namely, perceived financial cost (PFC) to predict the intention of customers about the Islamic credit card in Pakistan.

Design/methodology/approach

Sample data were conveniently drawn from the bank customers with the help of a self-administered survey based questionnaire, which was consisted over five-point Likert scale. The study uses a sample of 492 bank customers located in the biggest city of Pakistan. Out of these responses, only 466 responses were used in the analysis, while the remaining responses were ignored due to missing data and incomplete responses. The data were analyzed through factor and regression analysis.

Findings

Findings from regression analysis suggest that SN and ATT show positive and significant impact on intentions to select an Islamic credit card, while PFC has a negative impact on intentions to select Islamic credit cards. Moreover, SN was found to be the most influential factor to predict the selection of Islamic credit card.

Research implications

This study has some practical implications for the academicians and Islamic bank managers. Through this research, bank managers can educate their customers about Islamic credit and financial products. Not only this, they should develop a strategy for the awareness of Islamic banking products through social networking and other marketing modes. On the other side, this study laid a foundation for future researchers to explore additional predictors of Islamic credit card. Their empirical work will provide a help to benefit and understand customers’ financial knowledge.

Originality/value

Islamic credit facility is entirely new in Pakistan and lacking with empirical support. Therefore, this investigation contributes to the existing body of knowledge by providing a comprehensive explanation on the Islamic credit card service in Pakistan.

Details

Journal of Islamic Marketing, vol. 8 no. 3
Type: Research Article
ISSN: 1759-0833

Keywords

Content available
Article
Publication date: 1 July 2020

Syed Ali Raza, Amna Umer, Muhammad Asif Qureshi and Abdul Samad Dahri

This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect…

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3139

Abstract

Purpose

This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.

Design/methodology/approach

In this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.

Findings

Results show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.

Practical implications

This research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.

Originality/value

This research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

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