伊斯兰银行的客户、控制和业绩

Ahmadasri Alaudin
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引用次数: 0

摘要

研究目的:本研究探讨客户公平、信任建立与银行分行绩效之间的关系。设计/方法/方法:在方法上,这种关系首先是在没有中介变量的情况下探索的,使用双变量相关分析作为更复杂的路径分析的先驱,在路径分析中,这种关系被假设为由控制系统介导。这些分析的数据是从对马来西亚两家不同伊斯兰银行的分行经理的调查中得出的主观评估。研究发现:总体而言,结果表明客户信任的建立是绩效相对于期望的重要决定因素,直接或间接地通过控制系统的使用。然而,客户公平建立与绩效之间存在显著关联的支持较少。理论贡献/独创性:鉴于伊斯兰银行在全球范围内的规模和受欢迎程度的显著增长,它越来越成为学术研究的一个相关领域。本研究试图从分支经理感知的组织动力学和组织绩效的角度对这一文献做出贡献。它还通过使用价值观(即信任和公平建设)操作其信念系统杠杆,为Simons的控制框架杠杆做出了贡献。从业者/政策含义:公司和业务(运营)层面的银行管理层都可以从实施战略和以信任和公平的形式发展基于价值的竞争优势的研究结果中受益。限制/启示:缺乏对客户建设结果的支持可能为进一步研究提供机会。如果能从更广泛的银行人员(即普通员工和分行经理)那里获得意见,那将是一件有趣的事情。而另一方面,使用更客观的测量方法可能是有益的,特别是在性能方面。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Customers, control, and the performance of Islamic banks
Research aim: This study explores the relationship between customer fairness and trust building and the performance of bank branches. Design/Methodology/Approach: Methodologically, this relationship is first explored with no mediating variable using bivariate correlation analysis as a precursor to a more sophisticated path analysis where this relationship is hypothesized to be mediated by control systems. The data for these analyses are subjective assessments elicited from a survey of branch managers working in two different Islamic banks in Malaysia. Research Findings: Overall, the results suggest that customer trust building is an important determinant of performance relative to expectations, both directly and indirectly through the use of control systems. However, there is less support for a significant association between customer fairness building and performance. Theoretical contribution/Originality: Given the impressive growth in the size and popularity of Islamic banking around the world, it is an increasingly pertinent domain for academic research. This study has sought to contribute to this literature from the perspective of organizational dynamics and organizational performance as perceived by branch managers. It also contributes to Simons’ levers of control framework by operationalizing its belief system lever using values (i.e., trust and fairness building). Practitioner/Policy implication: Bank management both at corporate and business (operating) levels may benefit from the findings in implementing strategy and developing value-based competitive advantage in a form of trust and fairness. Limitation/Implication: The lack of support for customer building results may provide opportunity for further research into this. It would have been interesting to elicit views from a wider range of bank personnel (i.e., regular employees as well as branch managers). Whilst on the other hand it may have been beneficial to utilize more objective measurements, particularly with respect to performance.
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