Journal of Contemporary Business and Islamic Finance (JCBIF)

Relationship Marketing and Quality of Service Delivery in Banking Sector: Empirical Evidence from Fidelity Bank Plc, Lagos, Nigeria

Yusuf Ismaila Mustapha — 2024-07-01

The intensity of competition in today’s business environment has challenged the adequacy of the traditional marketing orientation to deliver expected service quality that results in customers’ satisfaction; hence, there is need for a shift from the traditional marketing philosophies, which are characterized by intense competition and conflict to modern marketing philosophy which ensures a mutual, profitable and sustainable relationship. The focus of this research is to ascertain the impact of staff competence and effective communication on quality of service (responsiveness, reliability, and empathy) delivered by Fidelity Bank Plc, Lagos State. A survey design was utilized to retrieved data from a sample size of one hundred and eleven (111) staff of Fidelity Bank Plc Apapa Region, Lagos state, and this was collected through questionnaire administered using convenience sampling technique. The study employed descriptive statistics, regression analysis, and ANOVA to examine the hypotheses. The results indicated a positive correlation between staff competence, effective communication, and the quality of service provided to customers (including responsiveness, reliability, and empathy) at Fidelity Bank Plc in the Apapa Region of Lagos State. Consequently, it was concluded that relationship marketing substantially influences the delivery of quality service within the banking sector.

A Comparative Study Between insurance and banking sector about influence of key HR practices in boosting service recovery performance

Syed Farhan Hussain Syed — 2024-07-01

The purpose of this study is to examine key human resources practices (Rewards, Training, Job Description, intellectual capital, Staff Participation, Internal career opportunities) that influence employee commitment and service recovery performance (SRP) of banking and insurance sector of Karachi region. SRP is crucial in banking sector especially in the Islamic Insurance banking sector and plays a vital and key role in sustainable competitive advantage for value addition in future to acquire market. The data was collected from 250 employees of banking and insurance sector working in Karachi on convenience sampling technique. Data was analyzed by using SMART PLS to examine the relationship between constructs. This study contributed to the body of knowledge in explaining relationship of Rewards, Training, Job Description, intellectual capital, Staff Participation, Internal career opportunities to employee commitment and SRP, explained in the Banking and insurance sector specially in Karachi.

Financial Performance of Pakistani Islamic banking Sector and Credit Risk: Panel Model Method

Muhammad Saeed iqbal — 2024-07-01

The quantitative study was conducted to analyze the impact of credit risk on a representation of the Pakistani Islamic banking sector over a ten-year period (2012–2022). Five Islamic banking sectors were selected as samples for this study. Return on Asset (ROA), as an indicator of credit risk measurements for credit risk default (CRD), non-performing loan (NPL), credit spread risk (CSR) and classified loan (CL) to measure credit risk were variables of this study. ROA was the dependent variable while CRD, NPL, CSR, and CL was the independent variable of this study. Regression analysis was done to determine the financial performance of Islamic banks which was ROA. All mentioned factors were found positive and significant (p<.005) impacts on ROA. Moreover, it was also revealed that growth in credit risk default (CRD) and increase non-performing loans (NPL) increases profitability. Based study results, it is recommended that the Pakistani Islamic banking sector improve its capacity for credit analysis and advance its organizational structure. In addition, the government should pay closer attention to Islamic banks' implementation of key requirements in the State Bank of Pakistan (SBP; IBD 2022) and prudential regulations.

A Digital Business Innovation and Financial Inclusion: Panacea to Nigeria's Economic Growth

Mustapha Williams — 2024-07-01

Impact of Islamic and conventional microfinance on poverty alleviation: A qualitative analysis

Muhammad Asif Nadeem — 2024-07-01