QUALITY OF SERVICE IN IRAN BANKING CASE STUDY MELLI BANKS IN TABRIZ, IRAN

Nuriye Happani, Shahryar Ghorbani

Abstract


This is a case study of Melli Banks in Tabriz to investigate the Islamic banking view. Today Iran as an Islamic country has an increasing economic growth in different sectors such as banking. This study investigated the quality of Islamic banking system in regard to basic dimensions including empathy, reliability, responsiveness and assurance and indicated the quality of service in Bank Melli Iran has direct connection to customer's satisfaction. Customers satisfaction is strategic factor to win the competition and Islamic banking has considered this issue well , so that to make and preserve its position in this competitive banking market because financial services based on Islamic banking have focused on customer's satisfaction and needs. So the effectiveness of Islamic banking system to enhance the quality of services is acceptable and this higher quality have perceived by the customers of Bank Melli in Iran.

 

Article visualizations:

Hit counter

DOI

Keywords


empathy, responsiveness, reliability, quality, satisfaction, customer

Full Text:

PDF

References


Aliyev, R., & Tunc, E. (2015). Self-efficacy in counseling: The role of organizational psychological capital, job satisfaction, and burnout. Procedia-Social and Behavioral Sciences, 190, 97-105.

Azar, A., Gholamzadeh, R. & Ghanavati, M. (2012). Structural equation modeling in management: application of Samrt PLS. Tehran: Neghahe danesh. (In Persian).

Badran, M. A., & Youssef-Morgan, C. M. (2015). Psychological capital and job satisfaction in Egypt. Journal of Managerial Psychology, 30(3), 354-370.

Bontis, N., Crossan, M. M., & Hulland, J. (2002). Managing an organizational learning system by aligning stocks and flows. Journal of management studies, 39(4), 437-469.

Carayannis, E. G., & Stewart, M. R. (2013). Obsessed maniacs and clairvoyant oracles: empirically validated patterns of entrepreneurial behavior. Journal of Innovation and Entrepreneurship, 2(1), 2.

Cole, D. C. (2010). A Qualitative study designed to understand the relationship between positive Organizational Behavior and life concerns. Unpublished doctoral dissertation, Capella University, Minneapolis.

Cope, J. (2005). Toward a dynamic learning perspective of entrepreneurship. Entrepreneurship theory and practice, 29(4), 373-397.

Crowne, K. A. (2007). The relationships among social intelligence, emotional intelligence, cultural intelligence and cultural exposure (Vol. 68, No. 03).

Dai, H., Luo, X. R., Liao, Q., & Cao, M. (2015). Explaining consumer satisfaction of services: The role of innovativeness and emotion in an electronic mediated environment. Decision Support Systems, 70, 97-106.

De Hoe, R., & Janssen, F. (2014). Developing psychological capital to learn and bounce back from entrepreneurial failure. In Fourth International Workshop Entrepreneurship, Culture, Finance and Economic Development..

Douglas, E. J., & Fitzsimmons, J. R. (2013). Intrapreneurial intentions versus entrepreneurial intentions: distinct constructs with different antecedents. Small Business Economics, 41(1), 115-132.

Fiore, R. A., & Lussier, R. N. (2015). Measuring and testing general fundamental attribution error in entrepreneurship effecting public policy. Journal of Entrepreneurship and Public Policy, 4(2), 171-186.

Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50.

Goertzen, B. J., & Whitaker, B. L. (2015). Development of psychological capital in an academic-based leadership education program. Journal of Management Development, 34(7), 773-786.

Hills, P., & Argyle, M. (2002). The Oxford Happiness Questionnaire: A compact scale for the measurement of psychological well-being. Personality and individual differences, 33(7), 1073-1082.

Luthans, F. (2002,a). Positive organizational behavior: Developing and managing psychological strengths. The Academy of Management Executive, 16(1), 57-72.

Luthans, F. (2002,b). The need for and meaning of positive organizational behavior. Journal of organizational behavior, 23(6), 695-706.

Luthans, F., & Youssef, C. M. (2007). Emerging positive organizational behavior. Journal of management, 33(3), 321-349.

Luthans, F., Avey, J. B., & Patera, J. L. (2008). Experimental analysis of a web-based training intervention to develop positive psychological capital. Academy of Management Learning & Education, 7(2), 209-221.

Luthans, F., Avey, J. B., Avolio, B. J., Norman, S. M., & Combs, G. M. (2006). Psychological capital development: toward a micro‐intervention. Journal of organizational behavior, 27(3), 387-393.

Luthans, F., Avolio, B. J., Avey, J. B., & Norman, S. M. (2007). Positive psychological capital: Measurement and relationship with performance and satisfaction. Personnel psychology, 60(3), 541-572.

Mair, J. (2005). Entrepreneurial behavior in a large traditional firm: Exploring key drivers. In Corporate entrepreneurship and venturing (pp. 49-72). Springer US.

McGee, E. A. (2011). An examination of the stability of positive psychological capital using frequency-based measurement.

O’Donnell, G., Deaton, A., Durand, M., Halpern, D., & Layard, R. (2014). Wellbeing and policy.

Pan, X.F. (2008). An empirical study of positive organizational behavior of the staff in manufacturing-type enterprises. Unpublished doctoral dissertation. Southwest University, Chongqing.

Rego, A., Sousa, F., Marques, C., & e Cunha, M. P. (2014). Hope and positive affect mediating the authentic leadership and creativity relationship. Journal of Business Research, 67(2), 200-210.

Sadler, R. J. (2000). Corporate entrepreneurship in the public sector: the dance of the chameleon. Australian Journal of Public Administration, 59(2), 25-43.

Salovey, P., & Pizarro, D. A. (2003). The value of emotional intelligence (pp. 263-278). na.

Samuelsson, M., & Davidsson, P. (2009). Does venture opportunity variation matter? Investigating systematic process differences between innovative and imitative new ventures. Small Business Economics, 33(2), 229-255.

Sen, R., & Tumarkin, R. (2015). Stocking up: Executive optimism, option exercise, and share retention. Journal of Financial Economics, 118(2), 399-430.

Shepherd, D. A. (2003). Learning from business failure: Propositions of grief recovery for the self-employed. Academy of management Review, 28(2), 318-328.

Singh, N., & Garg, A. (2014). Psychological capital and well-Being among teachers-A study on gender differences. Indian Journal of Applied Research, 4(11), 426-428.

Snyder, C. R. (Ed.). (2000). Handbook of hope: Theory, measures, and applications. Academic press.

Tierney, P., & Farmer, S. M. (2002). Creative self-efficacy: Its potential antecedents and relationship to creative performance. Academy of Management journal, 45(6), 1137-1148.

Ucbasaran, D., Shepherd, D. A., Lockett, A., & Lyon, S. J. (2013). Life after business failure: The process and consequences of business failure for entrepreneurs. Journal of Management, 39(1), 163-202.

Welter, F., & Xheneti, M. (2015). Value for whom? Exploring the value of informal entrepreneurial activities in post-socialist contexts. In Exploring Criminal and Illegal Enterprise: New Perspectives on Research, Policy & Practice (pp. 253-275). Emerald Group Publishing Limited.

Wilkins, K. G., Santilli, S., Ferrari, L., Nota, L., Tracey, T. J., & Soresi, S. (2014). The relationship among positive emotional dispositions, career adaptability, and satisfaction in Italian high school students. Journal of Vocational Behavior, 85(3), 329-338.

Youssef, C. M. (2004). Resiliency development of organizations, leaders and employees: Multi-level theory building and individual-level, path-analytical empirical testing.

Zampetakis, L. A., & Moustakis, V. (2007). Entrepreneurial behaviour in the Greek public sector. International Journal of Entrepreneurial Behavior & Research, 13(1), 19-38.

Ziyae, B., Mobaraki, M. H., & Saeediyoun, M. (2015). The effect of psychological capital on innovation in information technology. Journal of Global Entrepreneurship Research, 5(1), 8




DOI: http://dx.doi.org/10.46827/ejsss.v0i0.403

Copyright (c) 2018 Nuriye Happani, Shahryar Ghorbani

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

The research works published in this journal are free to be accessed. They can be shared (copied and redistributed in any medium or format) and\or adapted (remixed, transformed, and built upon the material for any purpose, commercially and\or not commercially) under the following terms: attribution (appropriate credit must be given indicating original authors, research work name and publication name mentioning if changes were made) and without adding additional restrictions (without restricting others from doing anything the actual license permits). Authors retain the full copyright of their published research works and cannot revoke these freedoms as long as the license terms are followed.

Copyright © 2016 - 2023. European Journal Of Social Sciences Studies (ISSN 2501-8590) is a registered trademark of Open Access Publishing Group. All rights reserved.

This journal is a serial publication uniquely identified by an International Standard Serial Number (ISSN) serial number certificate issued by Romanian National Library. All the research works are uniquely identified by a CrossRef DOI digital object identifier supplied by indexing and repository platforms. All the research works published on this journal are meeting the Open Access Publishing requirements and standards formulated by Budapest Open Access Initiative (2002), the Bethesda Statement on Open Access Publishing (2003) and  Berlin Declaration on Open Access to Knowledge in the Sciences and Humanities (2003) and can be freely accessed, shared, modified, distributed and used in educational, commercial and non-commercial purposes under a Creative Commons Attribution 4.0 International License. Copyrights of the published research works are retained by authors.