مقالههای Ayaz Ahmad Malik
توجه: محتویات این صفحه به صورت خودکار پردازش شده و مقالههای نویسندگانی با تشابه اسمی، همگی در بخش یکسان نمایش داده میشوند.
۱Measuring Employee Creativity and its Impact on Organization Innovation Capability and Performance in the Banking Sector of Pakistan
اطلاعات انتشار: World Applied Sciences Journal، بيست و چهارم،شماره۷، ۲۰۱۳، سال ۰
تعداد صفحات: ۱۱
Creativity has vital impact on organizational performance and when it is the case of service firms, the creativity of frontline employees become more crucial. This study investigates the role of contextual factors such as job complexity and relationship with supervisor on employee creativity that in turn have positive effect on firm’s innovation and performance. This study further investigates that employee intrinsic motivation mediates the relationship between contextual factors and employee creativity. Data were collected through convenient sampling from banking employees working in different branches of seven Pakistani banks operating in Multan city through 164 questionnaires which then analyzed using SPSS 16. The results showed the direct relationship of job complexity and supervisory relationship with employee creativity keeping the mediating variable unaffected. Further, employee creativity has shown significant positive relation with organization innovation capability and firm performance. Managerial implications, limitations and recommendations for future research have also been discussed.
۲Relationships among Customers’ Perceived Service Quality, Satisfaction and Loyalty in the Retail Banking Sector of Pakistan
اطلاعات انتشار: World Applied Sciences Journal، بيست و چهارم،شماره۸، ۲۰۱۳، سال ۰
تعداد صفحات: ۱۱
The main purpose of this study is to determine the level of satisfaction from the existing service quality in the retail banking sector of Pakistan and to investigate mediating role of customer satisfaction in determining the customer loyalty from prevailing service quality. So far, a limited study has been conducted in retail banking sector of Pakistan to understand the impact of customers’ perceived service quality on customer loyalty via customer satisfaction. Literature was reviewed in order to comprehend what makes service quality, customer satisfaction and customer loyalty and to identify nature of relationship between them. Total of 180 responses were received from banking customers having active accounts in different banks in six cities in the area of Northern Punjab of Pakistan. Correlation matrix revealed significant positive relationship between all attributes of service quality, customer satisfaction and customer loyalty in retail banking sector in Pakistan. Regression analysis demonstrated customer satisfaction fully mediates the relationship between reliability and customer loyalty as well as assurance and customer loyalty, partially mediates empathy and customer loyalty, while no mediation found between tangibility and customer loyalty as well as between responsiveness and customer loyalty. Tangibility, however, showed a direct impact on customer loyalty. The bank managers in Pakistan must be vigilant about providing service quality with a special emphasis on reliability, assurance and empathy which are antecedents of customer satisfaction that in turn mediates the impact of these antecedents towards customer loyalty. Furthermore, bank managers must be watchful about provision of service quality in terms of tangibility which has a direct influence on customer loyalty.
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