Service quality plays an important role in the enhancement of the satisfaction level of customers or consumers and the financial performance of business organizations. Customers expect excellence in service quality and the gap between the expectations and availability of the services determines the level of the service quality of the business organizations. The primary objective of the study is to measure the service quality of Saudi Arabian banks. An online questionnaire containing SERVQUAL dimensions was administered, and responses were analyzed by applying the F test two sample variances, and rank correlation. Financial information extracted from the selected Saudi Arabian banks for the period 2018 to 2022 and ROA (return on assets) and ROE (return on equity) were calculated to get the financial performance. The combined study of rank analysis of financial variables and SERQUAL variables indicates that financial performance is positively and moderately governed by the Tangibility, Assurance, and Empathy dimensions of service. Overall, the expectations of the bank clients are higher than the availability of services in Saudi Arabian banks. There is a need to improve the Reliability and Responsiveness to enhance the level of service quality in Saudi Arabian banks.

The purpose of this research was to identify the role of high performance work practices of banks, work-family conflict, job stress, and personality of bank employees in affecting their work-life balance. To accomplish this goal, self-administered structured questionnaires were distributed to those bank employees who were either married, divorced, or separated, had children, and at least one year working experience in that bank. Final sample was comprised of 726 employees from 277 banks of South Punjab. The results revealed that high performance work practices of banks, family to work conflict, and personality type B behavioral patterns of bank employees increase their work-life balance, and work to family conflict of bank employees decreased their work-life balance. However, job stress and personality type A behavioral patterns of bank employees did not affect their work-life balance. Contrary to previous studies, these results suggest that moderate family to work conflict is actually good for work-life balance, and job stress and personality type A behavioral patterns are inherently not bad for work-life balance. Hence, State Bank of Pakistan should consider developing policies to enhance employee friendly high performance work practices in banks. Banks should also consider taking personality tests prior to recruiting and selecting employees for hectic posts.

This study aimed to identify the factors influencing on electronic banking services provided by Jordanian banks. Perceived usefulness, ease of use, trust, privacy and security and convenience are the factors investigated in this study. A sample of 300 clients working at King Abdullah University Hospital staff who were active bank accounts in different local banks in Jordan was selected, randomly. To collect the primary data, the study used a questionnaire design based on a 5-point scale. Results of the study found that perceived usefulness, ease of use, trust and privacy directly and positively influenced on e-banking usage. Convenience was found to have no effect on e-banking services. The study recommends that an understanding the factors affecting e-banking is very essential for the practitioners who seek new ways of banking services in the current competitive environment.

Innovation is an important variable, and it has received less attention. The purpose of this study is to examine the impact of innovation on customer satisfaction. The study also examines the business performance as a mediator between innovation and customer satisfaction. The study collected data using a questionnaire. A total of 387 responses were collected and analyzed using AMOS. The findings show that innovation positively affected customer satisfaction and business performance. Business performance affected customer satisfaction. Business performance also mediated the effect of innovation on customer satisfaction. Decision makers in the banking industry are suggested to increase the level of innovation to improve the business performance and customer satisfaction.

This study aims to examine whether the dividend theories that were principally developed for non-financial companies in developed institutional environments can explain the dividend policies of banks in Palestine, an emerging market with a high level of uncertainty. It also aims to determine the main factors affecting the banks’ propensity to pay dividends and the banks’ dividend payout ratios. The study uses pooled Probit and ordinary least squares regressions to analyze 10 years of data from all listed banks in the Palestine Stock Exchange Market. The results indicate that agency cost, signaling, and regulatory pressure theories are valid for Palestinian banks. In addition, the analysis shows that bank size, profitability, and capital adequacy are the main positive determinants of Palestinian banks’ propensity to pay dividends and of the dividend payout ratios. Furthermore, after winsorizing the data, the results were found to remain consistent. Finally, the results of a general dominance analysis revealed that bank size is the most important determinant, followed by bank profitability and bank capital adequacy, all three of which positively influence dividend policy decisions in Palestinian banks. This study is among the first to investigate dividend policy determinants in the financial sector. Moreover, this study is conducted in Palestine, an emerging economy. Furthermore, unlike prior studies, this study considers banks’ propensity to pay dividends and banks’ dividend payout ratios concurrently when analyzing the dividend determinants in order to make a significant contribution to solving the dividend determinant puzzle.

This study on the moderating effect of electronic quality in mobile marketing aims to examine the factors that influence how Saudi commercial banks are viewed by their customers. A research framework that sheds light on the state of the research was developed after a comprehensive analysis of the accessible literature. The theoretical foundation of this study is the idea of perceived characteristics, which identifies five critical factors that influence adoption rates. The empirical results of this study are presented based on a sample of 300 respondents (n = 300). The research was conducted using the statistical technique of least squares structural equation modeling (PLS-SEM). The reporting format conforms to accepted PLS-SEM analysis standards. The results reveal a significant association between mobile marketing and customer perceptions in the context of Saudi commercial banks, especially when electronic quality is used as a mediating variable. Based on these findings, we suggest that Saudi commercial banks should strategically include e-quality in their digital marketing campaigns, paying special attention to mobile marketing.

The study examines the effect of leverage and capital on the profitability of selected Saudi Arabian Banks during the period 2014 and 2019. The banks have been selected based upon their size in terms of total assets. The profitability elements, such as Earnings per Share (EPS), Return on Assets (ROA), and Return on Equity (ROE) are the dependent variables; Total Debt Ratio (TDR), Tier 1 Capital Ratio (Tier 1 CAP), and Debt to Equity Ratio (DE) are the independent variables, and firm size is the control variable. The study estimates a pooled regression analysis to analyze the effect of these variables. The results of the study show that there is a positive relationship between the different profitability variables and Debt to Equity Ratio. The Total Debt Ratio is having positive association with ROA and ROE, and has an insignificant negative relationship with the EPS, and the Tier 1 capital ratio is having positive association with ROA and ROE, and has an insignificant relationship with the EPS.

The aim of the present research was to identify the influence of Artificial Intelligence and Big data on loan decisions in Saudi Arabian banks. The study used a sample of thirteen banks located in Saudi Arabia for data analysis. The data was gathered using some questionnaires distributed to bank staff. The results indicate a significant connection among loan decisions and AI and Big data. Moreover, it was found that there was a statistically positive and significant relationship between the artificial intelligence and the quality of loan decision-making. There was also a positive association between experience, educational qualification and using big data and AI. In conclusion, the results show that AI and Big data could enhance innovation which could be applied in the banks of Saudi Arabia for loan decisions assessment.

This paper aims to explore the intentions to use FinTech and its important role in the banking industry in Jordan. Accordingly, this study analyzes the nature of the relationship between intention to use financial technology and each of: Processing Unit (PU) perceived usefulness, social impact (SI), customer’s trust (TRU) and perceived ease of use (PEU). Previous research related to financial technology is still under development and which is still being researched by providing an alternative approach to understanding how different business levels have stimulated the emergence of innovation-focused fintech companies, and what are the motives of success. Therefore, the main contribution of this research is to fill the gap in previous research related to financial technology that is still under development and which is still being researched by providing an alternative approach to understanding how different business levels have stimulated the emergence of innovation-focused fintech companies, and what are the motives of success. Results show a positive relation between intention to use financial technology and Processing Unit (PU), social impact (SI), customer’s trust (TRU) and perceived ease of use (PEU). The main contribution of this research is to fill the gap in previous research related to financial technology that is still under development and which is still being researched by providing an alternative approach to understanding how different business levels have stimulated the emergence of innovation-focused fintech companies, and what are the motives of success.

In this paper, we attempt to answer the question of whether or not bank capital affects profitability and risk. The paper forms an unbalanced panel with 354 observations using both data of 35 banks over the period 2007-2018. Two-step GMM is used to estimate the impacts of bank capital on profitability and risk in order to eliminate endogeneity and serial correlation issues. As a proxy of bank capital, the bank equity ratio, and equity level are used. Return on assets (ROA), return on equities (ROE), and net interest margin (NIM) are used to measure bank profitability, whereas nonperforming loan ratio and loan loss reserve ratio are used to measure bank risk. Bank capital displays significant impacts on profitability, which is measured by ROA and ROE, whereas capital shows no impact on bank NIM. When the loan loss reserve ratio is considered as proxy of bank risk, bank capital does not affect bank risk. The equity ratio, the proxy of bank capital, displays significant negative impacts on risk, whereas the equity level, the other proxy of bank capital, shows positive impacts on bank risk.