Six Sigma is a statistics-based approach focusing on minimizing defects and variations in prod-ucts and processes. Although it is used generally in production-based businesses, Six Sigma has been used in service sector businesses in the recent years as well. The aim of this study is to de-termine healthcare and banking sector managers’ perceptions related to Six Sigma, and compare healthcare managers and banking managers in terms of their opinions about six sigma. The study was done between February 2016 and October 2016 in private healthcare organizations and pri-vate banks operating in Turkey. The intended population of the study involves the managers working in these organizations. To compare perceptions of healthcare sector managers and bank-ing sector managers, Mann Whitney-U test was used. According to the statistical tests per-formed, there is not any statistically significant difference between healthcare sector managers and banking sector managers in terms of their view about Six Sigma. However, managers from the both sectors noted that Six Sigma could provide important advantages to their organizations. This result was considered as important because it indicates that Six Sigma can offer benefits for different and distinct parts of service sector, such as banking and healthcare.
This paper presents an empirical investigation to determine factors influencing on content marketing in banking industry. The study designs a questionnaire consists of 40 questions in Likert scale and distributes it among 550 randomly selected regular customers of Bank Mellat in city of Tehran, Iran and 400 properly filled questionnaires are collected. Cronbach alphas for all components of the survey are well above desirable level. Using principle component analysis with Varimax rotation, the study has determined six factors influencing the most on content marketing including organization, details, having new ideas, quality, sensitivity and power while the last component contains only two subcomponents and is removed from the study.
During the past few years, dynamic capability (DC) has been considered as an important issue in banking industry. This paper presents a survey on dynamic capability and its role on reaching sustainable competitive advantage (SCA) within Mellat bank of Iran (MBI). A valid research instrument is utilized to conduct a survey among 150 managers from MBI. The study utilizes structural equation modelling to examine different hypotheses based on an integrated model of DC and SCA. According to literature studies, expert opinions and exploratory factor analysis, DC is classified into sensing, learning, reconfiguration, and coordination. Furthermore, SCA of the banking industry is classified into three dimensions: market, customer, and financial performance. The results indicate that DC had the greatest effect on the market centered, while it had the least influence on the customer centered.
Banking industry has significant contribution in development of economies of developing countries. Most banks execute their operations through different branches. Therefore it is important to measure the relative efficiencies of these branches. Data envelopment analysis (DEA) is one of the most useful tools in measuring banks’ performance. The present paper aims to extract ranking pattern of banks based on performance evaluation using DEA analysis. In the present research, 120 bank branches of Bank Shahr in city of Tehran were selected and their efficiencies were evaluated using DEA technique. The results are discussed and compared with similar studies.
Measuring customer satisfaction in banking industry plays essential role for increasing market share and profitability. In this paper, we present an empirical investigation to measure the effect of customer relationship management (CRM) on customer loyalty in Iranian banking industry. The study aims to understand whether implementation of a good CRM could increase the quality of services. The study designs a questionnaire in Likert scale and distributes it among 65 selected customers who do their banking activities with Bank Melli Iran in city of Semnan, Iran. Cronbach alpha has been calculated as 0.939, which is well above desirable level. Using t-student test, the study has determined that implementation of CRM could increase customer loyalty and quality of services.
Efficiency plays essential role for improving the performance of banking industry. In this paper, we present an empirical investigation to study the effect of efficiency on abnormal return. The proposed study collects the necessary information from official statements as well as historical data over the period 2009-2013 reported on Tehran Stock Exchange to examine the relationship between efficiency and abnormal return. Using regression analysis, the study has determined a meaningful, positive but weak relationship between abnormal return and efficiency. However, the study does not find any meaningful relationship between bank size and abnormal return.
This paper presents an empirical investigation to study the effect of bank ownership concentration on capital adequacy and liquidity on 14 selected private Iranian banks located in city of Tehran, Iran. The study uses a linear regression model where ownership concentration is independent variable, size, leverage, growth domestic product and revenue growth are control variables and liquidity and capital adequacy are dependent variables. Using historical information over the period 2010-2013, the study has determined a negative and meaningful relationship between liquidity and ownership concentration. However, the study has determined a positive and meaningful relationship between capital adequacy and ownership concentration.
An individual with a career faced with various career challenges may experience work-related stress. Work related stress is a factor that threatens employees’ health. The most common negative consequences of stress are particularly the deterioration of performance and efficiency, decrease in productivity and quality of customer’s services, which results in health problems. Work-related stress is a global issue, and banks are no exception. This paper presents a survey to investigate the influencing factors on work stress in banking industry. The study designs a questionnaire and distributes it among 200 randomly selected bank department managers in city of Tehran, Iran. Using principle component analysis, the study has detected five factors including organizational characteristics, external environment, work content, personal characteristics and top management.
During the past few years, there have been tremendous efforts on development of Iranian banking industry in an attempt to fight against monopoly of banking system. Bank Pasargad is one of the biggest Iranian banks established for offering retail, commercial as well as investment banking services. The firm was established in 2005 as part of the government & apos; s privatization of the banking system. This paper presents an empirical investigation to determine the most efficient locations for development of this bank. The study uses three main criteria, customer services (C1), Equipment (C2) and Profitability (C3) to compare different alternatives for establishing new branches in city of Tehran, Iran. Using fuzzy data envelopment analysis the study has determined that center of the city could receive the most important attraction followed by north region, west region as well as south west.
This paper aims to examine the effects of technology adoption and quality of websites on customer satisfaction as well as customer loyalty in banking industry. It also investigates the effect of electronic customer satisfaction on customer loyalty and the effect of electronic customer satisfaction on customer loyalty on e-CRM. The study is accomplished among managers of bank Sepah in city of Qom, Iran. Using structural equation modeling, the study has confirmed that there was a positive and meaningful relationship between the effects of technology adoption and quality of web services on electronic customer satisfaction and customer loyalty. The results also confirm the positive effect of customer satisfaction on customer loyalty, electronic customer satisfaction as well as electronic customer loyalty on e-CRM.