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Home > The Potential and Impact of Perceived Internal Service Quality in Business Process of Pakistani Banks and its Relations to Organizational Performance

The Potential and Impact of Perceived Internal Service Quality in Business Process of Pakistani Banks and its Relations to Organizational Performance

Thesis Info

Author

Muhammad Asif Khan

Department

Department of Management Sciences

Program

PhD

Institute

National University of Modern Languages

Institute Type

Public

City

Islamabad

Province

Islamabad

Country

Pakistan

Thesis Completing Year

2010

Subject

Management Sciences

Language

English

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676728768448

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During the last one and a half decades the financial and banking sector in Pakistan has observed a substantial transformation from a sluggish government subjugated sector to a more receptive and competitive one. Today, many financial services, especially the Banks are organizing themselves to become customer centered. In the modern and competitive era the internal services quality is getting more importance in all areas of service industry like banking sector and it has received an ever-increasing interest among the scholars and practitioners especially during the ongoing decade. The purpose of this study was to establish a framework for the internal service quality considering the basic dimensions of the human resources management and the impact of the organizational performance. The data were collected through a cross-sectional field study of the frontline employees and management of both the public and the privatized commercial banks located in Rawalpindi/Islamabad, Pakistan (N=450, the response rate was 88 %). A particular banking sector was selected because of the perceived poor human resources management climate and the high running amounts of deficiency in the organizational performance. The internal services quality in the banking sector is found to relate positively to the organizational performance, with partial mediation by the employees’ selection, training and development, rewards and recognition, work design and job definitions . The regression analysis shows that two factors, namely the internal services quality and the employee job satisfaction contribute a great deal to the banks’ performance, but unexpectedly, the employees’ retention and productivity did not contribute, however. This study demonstrates the important effects of the internal services quality in general and HRM in particular on the frontline employees and management in the banks. The management of both the public and privatized banks should benefit themselves from noting the links and the like service quality outcome for the organizational performance.
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باب اول: قدرتی وسائل کا مطالعہ

قدرتی وسائل کا تعارف

فیروز اللغات میں قدرتی کے لغوی معنی " طبعی، فطری، اصلی، حقیقی، پیدائشی" [1] بیان کئے گئےہیں۔ جبکہ وسائل کا لفظ وسیلہ کی جمع ہے اس لئے فروز اللغات میں وسیلے کے لغوی معنی "وسیلے، واسطے"[2] کے بیان کئے گئے ہیں۔ علمی اردو لغت کے قدرتی کےلغوی معنی "قدرت سے منسوب، فطری، خلقی، پیدائشی، اصلی، ذاتی۔ "[3] بیان کئے گئے ہیں۔ جبکہ اردو لغت میں وسیلہ کے معنی "ذریعہ، واسطہ، سبب"[4] بیان کئے گئے ہیں۔

"البحث اللغوی عند العرب "میں قدرتی وسائل کو بیان کیا گیا ہے:

"المعجم مبوب بحسب ما في الكون كله من آثار في الأرض، وآيات في السماء وبكل ما تحمل الدنيا ويدب فيها من إنسان أو حيوان أو طير أو نبات، وما تحفل به بطنها من معدن، أو ينتأ فوقها من صخر"[5]

 کائنات میں زمین اہم قدرتی وسیلہ ہے جس پر انسان، جانور، پرندے، حیوانات اور دوسری اشیاء پائی جاتی ہیں۔ زمین کا پیٹمعدنیات سے بھرا ہوا ہے جبکہ دوسرے قدرتی وسائل زمین کی سطح پر پھیلی ہوئے ہیں۔ پانی، ہوا، خوراک اور روشنی و حرارت جیسےقدرتی وسائل کرہ ارض پر جانداروں کی حیات و بقا کے لئے بنیادی ضروریاتِ زندگی ہیں۔

 معروف مسلم فلاسفر امام غزالیؒ لکھتے ہیں:

" الأموال إنما تحصل من المعادن والنبات والحيوان"[6]

امام غزالی ؒ کے مطابق انسان کی معاشی ضروریات کرہ ارض پر پائی جانے والے قدرتی وسائل معدنیات، نباتات اور حیوانات سے پوری ہوتی ہیں۔ پس ثابت ہوا کہ دنیا کا پورا معاشی نظام تین بنیادی اور بڑے قدرتی وسائل معدنیات، نباتات اور حیوانات پر انحصار رکھتا ہے۔

بھارت کا ماہر ماحولیات A R Agwᾱn لکھتا ہے:

Sleep Quality in relation with Perceived Stress and Physical Activity in the Students of Pakistani Medical Colleges

Background: Sleep is an essential function of our body. Many surveys have reported the prevalence of poor sleep in university students, especially in medical students.  Objectives: The objective of the study was to evaluate the effect of physical activity and stress on sleep quality among medical students in Pakistan. Materials & Methods: An observational cross-sectional study was conducted on medical students of private medical colleges in Lahore. A convenient sampling technique was used and 210 students were selected. The Pittsburgh Sleep Quality Index (PSQI), Godin Shephard Leisure Time Physical Activity Questionnaire (GSLTPAQ), and Perceived Stress Scale (PSS 10) were used for data collection. We used SPSS version 20 to analyze data and applied statistical tests: Chi-square test and Logistic Regression.  p-value < 0.05 was taken to establish significance. Results: Among the study participants 91(43.3%) were males and 119 (57.7%) were females. There was a significant effect of stress level on sleep quality (P=0.000*). The frequency of good sleepers was seen to increase by almost three times with increasing physical activity, however, this difference remained non-significant (p=0.07). The logistic regression test showed a significant relationship between poor sleep and stress (p=0. 008**) while no significant relationship was seen between sleep quality and physical activity. Conclusion: There was a significant association between poor sleep and high-stress levels and an increase in physical activity showed an increase in the frequency of good sleep, however, this difference was non-significant. It can be inferred that this positive effect of increasing physical activity on the quality of sleep could be indirectly due to its relieving effect on stress.  

Studies on Dissolution and Prevention Effects of Hajrul Yahood, Sang Sarmahi, Phyllanthus Niruri on Calcium Containing Kidney Stones in Rats.

Nephrolithiasis has severe ramifications with respect to health and management cost. Current modalities of treatment though very effective in getting provisional relief from stones are not devoid of side effects and also fail to avert the recurrence, which is in fact the main concern of patients with kidney stones. Hajrul yahood, Phyllanthus niruri and Cystone have been used in folk medicine since ages and are well known for their lithotriptic and anti- urolithic properties. The present study was carried out at the animal house of Sindh Agriculture University Tando Jam to evaluate the litholytic and anti -urolithic effects of Hajrul yahood, Sang sarmahi, Phyllanthus niruri and cystone on glyoxylate induced nephrolithiatic rats. For this purpose, seventy eight male wistar rats were equally divided into thirteen groups of six rats each. Hajrul yahood, Sang sarmahi and Phyllanthus niruri were administered either alone or in combination of equal quantity of each by weight. Cystone given alone was also utilized as a standard drug to compare the effects of Hajrul Yahood, Sang Sarmahi and Phyllanthus Niruri on calcium oxalate kidney stones. Calcium oxalate crystallization was induced by intraperitoneal injections of Glyoxalate prior to start of the treatment in the litholytic groups and was administered along with the test drugs in the groups. At the completion of treatment period, serum samples from 42 rats in groups; and both the kidneys from all the experimental rats were recovered. Serum was analyzed for the activity of anti-oxidant enzymes superoxide dismutase (SOD), glutathione peroxidase (GPX), catalase (CAT); and levels of calcium, magnesium, oxalate and creatinine. Right kidney was homogenized with phosphate buffer saline (PBS), and centrifuged. Supernatant thus obtained was analyzed for the levels of SOD, GPX, CAT, reduced glutathione (GSH) and malondialdehyde (MDA). The left kidney was fixed in Bouin liquid, embedded in paraffin, sectioned and stained with hematoxylin and eosin H&E for histological examination under polarized light microscope. Serum analysis results showed that the activity of antioxidant enzymes and magnesiumlevel in rat groups treated with cystone, combination, HY and PN were lower in the order given as against the negative controls, but were significantly higher than that of the positive controls (p<0.05). Serum calcium level was found to be in normal range in cystone, combination, HY and PN treated groups of rats, but it was lower than normal in positive controls. Both serum oxalate and creatinine levels were detected to be significantly lower in cystone, combination, HY and PN treated groups of rats as compared with positive controls. A similar comparison of the parameters measured in tissue samples revealed that antioxidant enzyme activities and reduced glutathione level were significantly enhanced in cystone, combination, HY, and PN treated groups of rats as against the positive controls. In contrast, tissue MDA levels were seen to be significantly lower in cystone, combination, HY and PN treated groups of rats than the positive controls. Histological findings of renal tissue sections were also consistent with the serum and tissue chemistries showing lesser damage to the kidney tissue and calcification in cystone, combination and HY treated groups of rats as against the positive controls. Cystone in comparison to combined treatment exhibited better nephro-protection against hyperoxaluria induced oxidative stress because of its increased antioxidant enzyme activities and increased glutathione and magnesium levels. In conclusion, present study has demonstrated the litholytic,and nephroprotective effects of cystone, HY and PN due to their high antioxidant capacity to inhibit lipid peroxidation in glyoxylate induced hyperoxaluric rats and also due to their ability to reduce oxalate synthesis. Sang sarmahi however, in contrast to the general notion has failed to exhibit any significant litholytic and anti urolithic effects at the dose used in present study.