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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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تفسیری خدمات

قرآن کی چار بنیادی اصطلاحیں،تفہیم القرآن

سیرت وحدیث پرکتب

سیرت سرورعالم ،ختم نبوت ، سیرت کاپیغام، تفہیم الحدیث۔

عبادات

(۱)اسلامی عبادات پرتحقیقی نظر (۲) خطبات (۳) مسئلہ قربانی (۴) تفہیمات (۵)نشری تقریریں (۶) مسئلہ جبروقدر (۷)توحیدورسالت (۸) زندگی کے بعدموت کاعقلی ثبوت

دعوت وتحریک پرلکھی جانے والی کتب

(۱) تنقیحات (۲) تجدید و احیائے دین (۳) شہادت حق (۴) دعوت ا سلامی اور اسکا طریقہ کار (۵) دین حق (۶) تحریک اسلامی کا آئندہ لائحہ عمل (۷) ہدایات(۸) اسلام کا نظام حیات (۹) اسلام کا اخلاقی نقطہ نظر (۱۰) اسلام اور جاہلیت (۱۱) تصوف اور تعمیر سیرت ۔ (۱۲) تحریک آزادی اور مسلمان ۔ (۱۳) تحریک آزادیٔ ہند اور مسلمان۔

اسلامی قانون وفقہ پرکتب

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نظام معیشت پر کتب

معاشیات اسلام،سود ،حرمت سود ،اسلام اور عدل اجتماعی ،قرآن کی معا شی تعلیمات ،اسلام ،سرمایہ داری اور اشراکیت، مسئلہ ملکیت زمین ۔

تعلیم

تعلیمات ۔اسلامی نظام تعلیم ۔ عالم اسلام کی تعمیر میں مسلمان طلباء کا کردار ۔

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مسلم خواتین سے اسلام کے مطالبات، پردہ ، اسلام اورضبط ولادت ، اسلام اور خاندانی منصوبہ بندی ، خواتین کے دینی مسائل ،  مسئلہ تعدد ازدواج ، اسلام کا نظام معاشرت۔

اسلام کا سیاست و ریاست کا نظام

اسلامی ریاست میں ذمیوں کے حقوق ، اسلامی سیاسی نظریہ اسلامی دستور کی تدوین، مسئلہ قومیت ،...

مشترکہ و جداگانہ خاندانی نظام کے معاشرے پر اثرات

Islam is the full code of life that not only provides guidance to its followers but also is a source of growth for each and every one who has soul. Islam emphasizes on formation of an exemplary society. Basic unit of each society is dependent upon the family system. If family system is inspired with good and healthy values, then the resulting society will certainly be brightened with brilliance of the righteous values. Family and affiliation with family is a natural need for humanity. Since Islam is the nature, therefore it provides us full guidance about the family system and its importance in our whole life. Islam emphasizes on family strengthening and stability. The importance of family relationships and relations with the relatives has also been mentioned in the holy Qur’an. Family is referred as “Usrah” in Arabic, which means being bound or connected. Strongest castle is also known as “Usrah” in Arabic, where members within a family remain united and connected together with strong bonding among them. Keeping in view the needs of a family, Islam has described the fundamental principles related to family system in a very narrative way. Moreover, mutual responsibilities towards each other and other rights have also been mentioned explicitly. Even Islam has emphasized on showing generous compassion, sympathy and providing legal rights to one another. While some of the issues have been left mainstream which people within a society consider good and don’t even contradict the principles of Islam. One such issue is the family system. What should be the nature of family? Is it all in living within one family or in a separate family system? There are two types of family systems in Sharia; Joint and separate family systems. The conditions and circumstances which better suit in an environment with good effects on family as well as society should better be adapted. But it should be kept in mind that the western concept of separate family (wife, children and one’s own-self) being presented today is not an Islamic concept. For explaining these aspects, the present article will focus on “what is the basic concept and Impacts of joint and separate family systems in Islam? And what are the impacts of these family systems on the society (economic, social and psychological)

Impact of Determinants of Corporate Governance on Earnings Management

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