Banking sector in Ethiopia is dominant and it is a dense competent area.Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition.These strat...Banking sector in Ethiopia is dominant and it is a dense competent area.Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition.These strategies often focus on handling of customers satisfaction to be strongly compete and pooling more customers.Because,service quality is relevant to keep up their competitive advantage and improve customer satisfaction.So,this study examine the handling of customers satisfaction and assessment of service qualities on Commercial Bank of Ethiopia(CBE)in Addis Ababa at East District by applying SERVQUAL model.This study used convenient and random sampling technique to select the sample respondents and 400 respondents were selected branches of CBE in Addis Ababa at east district.The data sources for this study are primary and secondary data sources.The questionnaires are used as primary data source,which are contained SERVQUAL model and the agreements were measured by applying the five Likert point scales.The correlation result revealed that all dimensions of service quality have a strong and significant statistical relationship with customer satisfaction.The quality of service offered by CBE no meets with the expectation of customer(customers satisfied in somewhat quality service).So,the bank needs to reform service quality for satisfy and attract unsatisfied customers.展开更多
There is fierce global competition within the banking industry.Therefore,banks endeavor to grow and strive to increase their market share.We analyzed the effect of developing innovative channels of presenting bank ser...There is fierce global competition within the banking industry.Therefore,banks endeavor to grow and strive to increase their market share.We analyzed the effect of developing innovative channels of presenting bank services on banks’market share.The statistical population of this research was Shahr bank’s central headquarter and its branches in Tehran,Iran.We developed questionnaires for gathering the data.The validity and reliability of the scales were tested by EFA,CFA,experts’opinion,and Cronbach’s alpha.We used linear regression to assess the impact of innovative channels,including internet banking,automatic teller machines(ATMs),mobile banking,telephone banking(TB),and point of sales(POS)on banks’market share.The results indicated that some of these channels,including internet banking,POS,and TB,positively affect a bank’s market share.The effect of two other platforms,including mobile banking and ATM development,on banks’market share was rejected.The findings of this study expand our understanding of how bank managers can improve their market share by developing innovative e-banking channels.展开更多
This paper analyzes the logic of the reform of state-owned commercial banks during 1997-2006 from a political economy perspective, mainly by discussing three fields of the reform: shareholding system reform, marketiza...This paper analyzes the logic of the reform of state-owned commercial banks during 1997-2006 from a political economy perspective, mainly by discussing three fields of the reform: shareholding system reform, marketization, and financial restructuring. It also points out the existing problems in each field. The conclusion is that although the reform is heading in the right direction and has already made great progress, it has largely been conducted at the technical level and the Government has avoided dealing with the core issue of the reform. More importantly, the consequences of the Government's policy—pursuing short-term objectives, like improving the short-term financial status of banks—puts the entire system in danger by accumulating long-term risks. This paper also provides some policy proposals and points out potential directions for further studies.展开更多
The finn value is the fundamental topic of corporate finance. The value creation is the aim of economic initiatives, strategies, corporate policies, and all business activities, including banking. It depends, among ot...The finn value is the fundamental topic of corporate finance. The value creation is the aim of economic initiatives, strategies, corporate policies, and all business activities, including banking. It depends, among other things, on size, legal form, and business model. Therefore, this paper wants to demonstrate and explain the differences about the value created in the Italian banking sector, where there is much diversity regarding size, legal form, and business model. This paper estimated and compared the value of Italian listed companies from 2010 to 2012 and found the result： Banks create more value if they are big and operate in investment banking. Furthermore, it proved that legal form hasn＇t influenced performance and value of banks.展开更多
This research was conducted in qualitative approach.The researcher has worked with developing a framework based on the concept of artificial intelligence(AI)to introduce a new model.On that purpose,primary data were c...This research was conducted in qualitative approach.The researcher has worked with developing a framework based on the concept of artificial intelligence(AI)to introduce a new model.On that purpose,primary data were collected from hundred customers who enjoyed in services of interactive voice recognition(IVR)in the Banking Industry in Sri Lanka based on interviews with an open-ended question.The researcher has coded the collected data to spot the patterns to identify and analyze the core relationship in between AI and IVR;to discuss and to revise the developed model.The samples are selected in accordance with the intention to extract relevant information,and thus,the researcher has used non-probability sampling aimed to find respondents that had some experiences with any types of services in IVR.Data were analyzed by labeling them as“codes”and the researcher went through all the labels that were constructed in the previous stage;these were then categorized once more into themes.These themes and labels were then used to spot indications and patterns in the data that the researchers used when analyzing their primary data.The findings of this study suggest that customers are skeptical towards in interactive voice recognition in telephone customer services and believe that the service quality would be lower than regular telephone service.The findings did however reflect that customers are willing to cope or adjust to new technology as long as there are alternatives them to be satisfied.展开更多
文摘Banking sector in Ethiopia is dominant and it is a dense competent area.Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition.These strategies often focus on handling of customers satisfaction to be strongly compete and pooling more customers.Because,service quality is relevant to keep up their competitive advantage and improve customer satisfaction.So,this study examine the handling of customers satisfaction and assessment of service qualities on Commercial Bank of Ethiopia(CBE)in Addis Ababa at East District by applying SERVQUAL model.This study used convenient and random sampling technique to select the sample respondents and 400 respondents were selected branches of CBE in Addis Ababa at east district.The data sources for this study are primary and secondary data sources.The questionnaires are used as primary data source,which are contained SERVQUAL model and the agreements were measured by applying the five Likert point scales.The correlation result revealed that all dimensions of service quality have a strong and significant statistical relationship with customer satisfaction.The quality of service offered by CBE no meets with the expectation of customer(customers satisfied in somewhat quality service).So,the bank needs to reform service quality for satisfy and attract unsatisfied customers.
文摘There is fierce global competition within the banking industry.Therefore,banks endeavor to grow and strive to increase their market share.We analyzed the effect of developing innovative channels of presenting bank services on banks’market share.The statistical population of this research was Shahr bank’s central headquarter and its branches in Tehran,Iran.We developed questionnaires for gathering the data.The validity and reliability of the scales were tested by EFA,CFA,experts’opinion,and Cronbach’s alpha.We used linear regression to assess the impact of innovative channels,including internet banking,automatic teller machines(ATMs),mobile banking,telephone banking(TB),and point of sales(POS)on banks’market share.The results indicated that some of these channels,including internet banking,POS,and TB,positively affect a bank’s market share.The effect of two other platforms,including mobile banking and ATM development,on banks’market share was rejected.The findings of this study expand our understanding of how bank managers can improve their market share by developing innovative e-banking channels.
文摘This paper analyzes the logic of the reform of state-owned commercial banks during 1997-2006 from a political economy perspective, mainly by discussing three fields of the reform: shareholding system reform, marketization, and financial restructuring. It also points out the existing problems in each field. The conclusion is that although the reform is heading in the right direction and has already made great progress, it has largely been conducted at the technical level and the Government has avoided dealing with the core issue of the reform. More importantly, the consequences of the Government's policy—pursuing short-term objectives, like improving the short-term financial status of banks—puts the entire system in danger by accumulating long-term risks. This paper also provides some policy proposals and points out potential directions for further studies.
文摘The finn value is the fundamental topic of corporate finance. The value creation is the aim of economic initiatives, strategies, corporate policies, and all business activities, including banking. It depends, among other things, on size, legal form, and business model. Therefore, this paper wants to demonstrate and explain the differences about the value created in the Italian banking sector, where there is much diversity regarding size, legal form, and business model. This paper estimated and compared the value of Italian listed companies from 2010 to 2012 and found the result： Banks create more value if they are big and operate in investment banking. Furthermore, it proved that legal form hasn＇t influenced performance and value of banks.
文摘This research was conducted in qualitative approach.The researcher has worked with developing a framework based on the concept of artificial intelligence(AI)to introduce a new model.On that purpose,primary data were collected from hundred customers who enjoyed in services of interactive voice recognition(IVR)in the Banking Industry in Sri Lanka based on interviews with an open-ended question.The researcher has coded the collected data to spot the patterns to identify and analyze the core relationship in between AI and IVR;to discuss and to revise the developed model.The samples are selected in accordance with the intention to extract relevant information,and thus,the researcher has used non-probability sampling aimed to find respondents that had some experiences with any types of services in IVR.Data were analyzed by labeling them as“codes”and the researcher went through all the labels that were constructed in the previous stage;these were then categorized once more into themes.These themes and labels were then used to spot indications and patterns in the data that the researchers used when analyzing their primary data.The findings of this study suggest that customers are skeptical towards in interactive voice recognition in telephone customer services and believe that the service quality would be lower than regular telephone service.The findings did however reflect that customers are willing to cope or adjust to new technology as long as there are alternatives them to be satisfied.
