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
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.
صحت مند رویّے صحت مند معاشرہ نحمدہ و نصلی علی رسولہ الکریم امّا بعد فاعوذ بااللہ من الشیطن الرجیم بسم اللہ الرحمن الرحیم صدر ِمحترم اور معزز سامعین! آج مجھے جس موضوع پر اظہار خیال کرنا ہے وہ ہے:’’صحت مند رویے صحت مند معاشرہ‘‘ جنابِ صدر! ہر ایک کی خواہش ہوتی ہے کہ وہ ایک معیاری زندگی گزارے، ایسی زندگی جس میں مسرتوں اور خوشیوں کے سوا اور کچھ نہ ہو، ایسی زندگی جو پریشانیوں اور مصیبتوں سے کوسوں دور ہو، ایسی زندگی جس میں انسان کے محبت اور پیار کا وافر سامان موجود ہو، ایسی زندگی جس کو دیکھ کر رشک کیا جائے۔ صدرِمحترم! اس خواہش کی تکمیل کے لیے کئی خواہشات کی قربانی دینا پڑے گی، بے جا نمودونمائش کو چھوڑنا پڑے گا، ریا کاری، تصنع ، بناوٹ اور تفوق کے خیالات کو دل سے نکالنا ہوگا، حسد، بغض ،نفرت جیسی غیر اخلاقی بیماریوں سے کنارہ کشی اختیارکرنا ہوگی، بُخل، اسراف او ر ظلم و جبر جیسے تصورات اور نظریات کے عفریت کو کچلنا ہوگا۔ جنابِ صدر! صحت مند رویے ہی صحت مند معاشرے کے قیام کا باعث ہوتے ہیں، صحت مند افراد صحت مند رویوں کا باعث ہوتے ہیں ، حدیث نبویؐ ہے کہ’’ صحت مند دماغ صحت مند جسم میں ہوتا ہے ‘‘ صحت درست ہوگی تو دماغ درست ہوگا، دماغ درست ہوگا تو خیالات درست ہوں گے سوچ مثبت ہوگی ، سوچ مثبت ہوگی تو معاشی اور معاشرتی غرض سے بنائے گئے منصوبے نافع ہوں گے۔ والسلام
Education and practical orientation are both significantly interlinked. Education without practical training stands mere theory having no connection with life. Practical orientation without education carries no meaning. Islamic system of life seeks to espouse both education and training. The Prophet (s. a. w.) educated his people theoretically as well as trained them practically. What ever he did in this regard constitute Islamic principles for human life. Curricula of educational institutions need to be developed with a view to making students knowledgeable on the one hand and upholders ofIslamic virtues in their practical life on the other. The present paper is aimed at highlighting the co-relationship between the education and practical orientation, proving beyond doubt that isolation of one from the other is too damaging to imagine
Requirement traceability is the set of practices used to trace changes in requirements during development process. It ensures that each step of development is correct and confirms to the needs of prior and next steps. In agile methods like Scrum, there are short development cycles and the product owner creates product backlog and shares with Scrum team. In the distributed Scrum, teams are distributed across different geographic locations and team members discuss requirements, create designs, code and documentation. Co-located teams can discuss and trace the requirements easily but it becomes difficult for teams to gather, trace and manage requirements in the distributed Scrum. Sometimes requirements are repeated in different artifacts, which create requirement redundancy that cause requirement conflicts and interpret different meanings for the same requirement. Redundant requirements are difficult to trace, locate and create links. Many other studies discussed requirement traceability tools and frameworks but these tools didn?t focus on resolving requirement traceability in the distributed Scrum. To resolve the requirement traceability conflicts in the distributed Scrum, this study proposed a requirement traceability model. The proposed model is consisting of five steps including identifying the redundant requirements, remove redundant requirements, assigning unique IDs to requirements, storing requirement information and resolving the requirement traceability conflicts in the distributed Scrum. The study helped to locate, prevent and remove requirement redundancies and resolve the requirements conflicts in the distributed Scrum software development. A survey was conducted in software industry and the results of survey were analyzed and presented in the form of graphs. The most of the companies participated in survey were large in size. The survey results were analyzed using the SPSS tool and presented in the form of graphs. The survey results suggested that requirement traceability conflicts can be resolved by assigning unique IDs to requirements, removing inconsistent and redundant requirements, involving users into requirement elicitation process, proper communication with different stakeholders, using tools like JIRA. The proper planning in Scrum meetings with the whole team can avoid requirements conflicts. The proposed model is more beneficial in terms of removing redundant requirements and resolving requirement traceability conflicts in the distributed Scrum.