Loay Salhieh, Jamal Abu‐Doleh and Nada Hijazi
The purpose of this paper is to propose and validate a framework that can be used for assessing the level of banks' readiness for providing e‐banking services in Jordan.
Abstract
Purpose
The purpose of this paper is to propose and validate a framework that can be used for assessing the level of banks' readiness for providing e‐banking services in Jordan.
Design/methodology/approach
A questionnaire‐based data‐gathering technique, descriptive, and analytical analyses are used.
Findings
This study has used three constructs to propose a framework that can assess e‐banking readiness: perceptions of bankers, perceptions of customers, and IT infrastructure in banks. However, there is evidence in this paper to support that e‐banking has achieved a degree of strategic and operational importance among bank managers. Also, customers are positive about embracing new banking channels. But it seems that technological aspects and IT employees' skills are paramount concerns.
Research limitations/implications
This paper proposes a comprehensive framework to gauge banks' readiness to offer e‐banking services. Also, it suggests that future work could entail investigating the readiness from financial aspects, and the effect of marketing campaigns on customer's acceptance of using e‐banking services.
Practical implications
The findings presented in this paper can be used by banks to evaluate their readiness to provide e‐banking services to their customers. Also, banks can create a readiness profile, in order to pinpoint strengths and weaknesses of their e‐banking services.
Originality/value
This paper adds to readiness studies by providing a framework to assess e‐banking services. It is of interest to researchers to add to this framework and of interest to banks to evaluate services provided to customers.
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Loay Salhieh and Jamal Abu-Doleh
– The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and banks’ technical efficiency.
Abstract
Purpose
The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and banks’ technical efficiency.
Design/methodology/approach
A survey questionnaire was constructed to measure TQM practices and quantitative data were collected to measure banks’ technical efficiency. The respondents were required to indicate their degree of implementation of quality management practices in the survey instrument. Organizational performance was indicated by quantitatively measuring banks’ technical efficiency using data envelopment methodology.
Findings
The study found that there is a relationship between TQM practices and organizational performance, as measured by banks’ technical efficiency. Furthermore, the TQM practices of human resources management and technical systems would appear to be important practices in impacting banks’ technical efficiency.
Research limitations/implications
This study only considered commercial banks registered in the first market of Amman Stock Exchange due to quantitative data availability. Also, due to data envelopment analysis methodology of homogeneous, Islamic banks were excluded from the study. It can be argued, however, that the surrogating of different organizational performance in one measurement such as technical efficiency and which TQM practices have the strongest impact on such a measure can offer possibly different facets of a single phenomena such as TQM.
Originality/value
Although research on the relationship was investigated by relating TQM practices and a single organizational performance, but no research have surrogated many organizational performance in one measurement such as technical efficiency.
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The purpose of this paper is to investigate the impact of human resource management (HRM) practices on the implementation of total quality management (TQM) practices, on the one…
Abstract
Purpose
The purpose of this paper is to investigate the impact of human resource management (HRM) practices on the implementation of total quality management (TQM) practices, on the one hand, and to investigate the impacts of HRM and TQM practices on the organizational quality performance, on the other.
Design/methodology/approach
Data were collected through a survey designed to be answered by human resource managers and quality managers. Data were analyzed by means of descriptive statistics and correlation analysis.
Findings
HRM practices such as training and development, employee career planning, and recruiting and selection had the greatest significant influences on the implementation of TQM. The results of the study also reveal that HRM practices and TQM practices have a significant effect on organizational quality performance, especially employee quality awareness, customer satisfaction, and company image.
Research limitations/implications
The sample of the study was not large enough to permit the use of any sophisticated statistical analysis. Further research should be considered in order to gather more information about HRM and TQM linkages in different business industries.
Practical implications
The HRM system and TQM system should be aligned with corporate strategy to ensure that HRM and TQM practices are in congruence with each other. Also, there should be evidence of existence of an integrated system for assessing the success of these practices.
Originality/value
The paper offers insights into the linkage between HRM and TQM practices, focusing on Jordan. Therefore, this paper offers some useful suggestions that may lead to translating quality rhetoric into concrete business practice.
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Jamal I. Bdour and Abeer F. Al‐khoury
This study aims to investigate the relative efficiency pattern of Jordanian banks during the period between 1998 and 2004.
Abstract
Purpose
This study aims to investigate the relative efficiency pattern of Jordanian banks during the period between 1998 and 2004.
Design/methodology/approach
The deterministic data envelopment analysis (DEA) as a quantitative approach was used to obtain the efficiency of individual commercial banks in Jordan.
Findings
The results of the DEA Charnes, Cooper and Rhodes model show an increase in bank efficiency in the entire period except in 2003 and 2004 where a decrease in bank efficiency was shown for few banks in the sample. The total efficiency scores suggest that the liberalisation programme has provided the anticipated efficiency gains. Most efficiency scores showed consistent increases after the introduction of the policy with the exception of few banks which have responded differently and shown decreased in efficiency. This may be taken to imply that the banks have responded differently to the new system. The analysis further shows that both assets utilisation and the labour factor had an adverse effect on bank efficiency, especially in terms of number of employees.
Research limitations/implications
The effect of the Jordanian Government liberalisation programme may not be readily discerned in such a relatively short period of time, which may require that a longer time period elapses before this effect becomes noticeable.
Originality/value
The paper analyses the performance of Jordanian banks with regard to their efficiency.
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Ramudu Bhanugopan, Khaled Aladwan and Alan Fish
The purpose of this study was to examine a factor structure of human resource management (HRM) practice scales through testing a causal model of HRM practices and to have one…
Abstract
Purpose
The purpose of this study was to examine a factor structure of human resource management (HRM) practice scales through testing a causal model of HRM practices and to have one combined composite multi-dimensional HRM scale, to identify possible future directions for HRM strategy development and professional practice in Jordan.
Design/methodology/approach
Data were collected from 493 front-line employees from Jordanian organisations. The measurement model was tested on the complete dataset using exploratory factor analysis employing SPSS 17.0. Maximum likelihood method was used to determine the underlying factor structures. Confirmatory factor analysis was employed using LISREL 8.80 to further investigate the latent structure of the factors.
Findings
This study finally evidenced a good fit of data for a hypothesis four-factor model. The final model supported a conceptual framework that is inclusive of four domains, recruitment and selection, training and development, performance appraisal, and rewards and benefits, and lends support to the construct validity of the consolidated HRM practices scale.
Research limitations/implications
First, the limited amount of research available on HR practices has limited the opportunity to gather content-rich information from the previous studies. Second, this study used three different scales to measure the four HRM practices as there was no one composite scale. Third, the validation of the HRM practices scale was based entirely on front-line employees working in Jordanian organisations. As a result, the psychometric properties of the HRM practices scale may not be generalisable to varied professions.
Practical implications
The findings of the study highlight the importance of the composite views of the HRM practices scale as a multi-dimensional construct. The study illustrates the parameter estimates representing relationships between the constructs under investigation.
Originality/value
The present study emphasises the need to expand the focus on HRM practices and contributes to the knowledge in several grounds. First, it validates the structure of HRM practices scales in Jordan. Second, this study enriched the understanding of HRM practices, drawing a sample of participants from different sectors (insurance, finance, services, accounting and industry), and suggests that these variables are as equally prominent as others in explaining employees' attitudes toward HRM practices.
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Edward Asante and Patrick Ngulube
The purpose of this study is to investigate the critical success factors for total quality management implementation and implications for sustainable academic libraries in Ghana…
Abstract
Purpose
The purpose of this study is to investigate the critical success factors for total quality management implementation and implications for sustainable academic libraries in Ghana. This study is part of a PhD project that focussed on selected technical university libraries in Ghana.
Design/methodology/approach
This study adopted a quantitative approach to collect the data. Samples of 124 participants were involved in this study. PLS-SEM (Smart PLS3) software was used to analyse the data. Convergent, discriminant validity assessment was computed. Eight variables of critical success factors were tested in relation to total quality management implementation at selected academic libraries in Ghana.
Findings
This study established that out of the eight variables tested, six of them (i.e. top management commitment, employee innovation employee training, organisational culture, teamwork and effective communication, quality performance) indicated a significant positive relationship with total quality management implementation apart from strategic planning and human resource management.
Research limitations/implications
This study was limited to eight variables as the critical success factors mentioned in the previous paragraph. The use of one methodology might be a limitation as the use of multimethod might have given a more comprehensive picture than the case. This study was limited to only technical university libraries in Ghana hence caution must be exercised when applying the results to contextually different academic environments. The results are applicable to academic universities library in Ghana and beyond if they are adjusted to suit the context.
Practical implications
This study is timely as it may lead to effective total quality management implementation and the sustainability of technical university libraries in Ghana and Africa in general.
Originality/value
The proposed model can be used to enhance the smooth implementation of total quality management in academic libraries in general and Ghana in particular. The framework is termed as Eddie and Pat's Achievement of Quality Performance (EPAfQP) model.
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Khaled Aladwan, Ramudu Bhanugopan and Brian D'Netto
– This study aims to examine the effects of human resource management (HRM) practices on organisational commitment (OC) in the Middle Eastern context.
Abstract
Purpose
This study aims to examine the effects of human resource management (HRM) practices on organisational commitment (OC) in the Middle Eastern context.
Design/methodology/approach
Survey data were collected from 493 front-line employees across a variety of industries in Jordan. A structural equation modelling analysis was performed to delineate the relationship between HRM practices and OC.
Findings
A test of the model was conducted using a path analytic approach hypothesising that HRM factors influence OC. The findings indicate that the causal model is consistent with the data and contributes to a fuller understanding of the association between HRM practices and OC.
Originality/value
This is the first study that represents a little-researched area of recent times and even less so in Middle Eastern countries. The findings of the study offer new perspectives on how HRM practices have direct and indirect effects on employees’ OC and would assist in reshaping the HR policies in organisations located in the Middle Eastern regions.