The Hallmark Corruption: Supervisory Lapses of the Banking System in Bangladesh

Samaduzzaman, Munshi

doi:10.9790/487x-0540104

Cited by 3 publications

(4 citation statements)

References 2 publications

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“…By contrast, the findings from customers of conventional banks point to challenging evidence where most of the generic SERVQUAL factors have no impact on banking service image. This evidence supports the findings of prior research which indicates that the notion of quality service in conventional banks is absent because corrupt practices at varying levels of management are quite prevalent in many conventional banks in Bangladesh (Mahmood, 2010; Samaduzzaman and Zaman, 2012; Zafarullah and Siddiquee, 2001). It can therefore be stated ordinary customers in general are deprived of the quality of services that conventional banks should provide.…”

Section: Discussion Of the Findingssupporting

confidence: 88%

“…The findings further suggest that the security issue is the prime consideration and the critical factor for Islamic bank customers’ overall satisfaction. This satisfaction is attributed to perceived corruption-free ethical practices of Islamic bank (Samaduzzaman and Zaman, 2012). In addition, this study reveals that customers perceive the quality of service provided by the Islamic banks as higher than those of their conventional counterparts in Bangladesh.…”

Section: Discussion Of the Findingsmentioning

confidence: 99%

“…Evidence also emerged from earlier studies that Islamic banks endeavor to consistently deliver better quality services to customers resulting in the building of higher levels of reputation for Islamic banks (Khan et al , 2007; Sarker, 1999). Furthermore, prior research also revealed the absence of quality service in conventional banks, which is mainly attributed to corrupt banking practices at the management level in Bangladesh (Mahmood, 2010; Samaduzzaman and Zaman, 2012; Zafarullah and Siddiquee, 2001). Interestingly, Islamic banks because of their superior service excellence perceptions in general are also attracting customers from non-Islamic backgrounds (Khan et al , 2007).…”

Section: Development Of Theoretical Model and The Hypothesesmentioning

confidence: 99%

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Quality and image of banking services: a comparative study of conventional and Islamic banks

Saleh¹,

Quazi²,

Keating

et al. 2017

IJBM

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Purpose Bank customers’ perceptions of service quality and service image of Islamic banks may differ from those of conventional banks. The purpose of this paper is to examine the differing perceptions of customers of Islamic and conventional banking systems in an emerging market, which has rarely been addressed and adds to the body of knowledge on this topic. This study also re-examines the SERVQUAL model of customer banking services to measure their impact on customer satisfaction and loyalty. Design/methodology/approach The study uses responses from a randomly drawn sample of 229 customers from conventional banks and 225 customers from Islamic banks operating in Bangladesh using a structured questionnaire. SPSS and structural equation modeling techniques were employed as statistical tools for data analysis. Findings Overall, the examined service quality dimensions wield varying effects on client satisfaction mediated through the perceived image of banking services. Islamic bank customers’ perceptions of the level of reliability, responsiveness, security and reputation were significantly higher than those of conventional banks. Research limitations/implications This study enhances our understanding of how Islamic banking practices differ from those of conventional banking in terms of service quality and image-related factors. More specifically, the findings of this research explain consumers’ perceived assessment of satisfaction and loyalty in a comparative research setting. Originality/value No prior studies have addressed the impact of the individual service quality dimensions on image factors in the context of conventional and Islamic banking in an emerging market, Bangladesh.

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Section: Discussion Of the Findingssupporting

confidence: 88%

Section: Discussion Of the Findingsmentioning

confidence: 99%

Section: Development Of Theoretical Model and The Hypothesesmentioning

confidence: 99%

See 1 more Smart Citation

Quality and image of banking services: a comparative study of conventional and Islamic banks

Saleh¹,

Quazi²,

Keating

et al. 2017

IJBM

View full text Add to dashboard Cite

show abstract

“…In a similar context, a number of studies assert a positive relationship between customer service quality and bank performance (Akroush, 2008; Akroush and Khatib, 2009; Saleh et al , 2017). While many studies suggest that service quality is better within Islamic banks compared to conventional banks (Al-Tamimi et al , 2016; Haque, 2010; Khan et al , 2007; Taap et al , 2011), others suggest a total lack of quality service in conventional banks (Samaduzzaman, 2012; Zafarullah; Siddiquee, 2001).…”

Section: Theoretical Framework and Hypothesesmentioning

confidence: 99%

CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks

Lebdaoui

Chetioui

2020

IJBM

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PurposeThis paper aims to examine a model that uses customer service quality as an intervening mechanism in the relationship between customer relationship management (CRM) practices and organizational performance in two different banking structures: conventional and Islamic. The study focuses on organizational and technological practices of CRM, as both have been demonstrated to be critical to CRM success.Design/methodology/approachThe analysis is based on responses from 247 managers from conventional banks and 141 managers from Islamic banks operating in Morocco using a self-administered questionnaire. The partial least squares structural equation modeling (PLS-SEM) technique is employed for data analysis.FindingsFindings demonstrate that customer service quality plays a mediating role between CRM practices (organizational and technological) and organizational performance in both conventional and Islamic banks. Our results confirm the positive impact of CRM practices on organizational performance in the two banking structures.Practical implicationsThis study enhances our understanding of how CRM practices contribute to improving customer service quality and organizational performance in both conventional and Islamic banks. Bank managers, who aim to deliver superior service quality and achieve customer satisfaction and retention, should capitalize on the benefits of implementing CRM organizational and technological practices.Originality/valueThe present paper bridges a gap pertaining to key practices and factors that impact CRM success in the banking industry. It is the first of its kind to investigate the effect of CRM practices on organizational performance with customer service quality as a mediating variable. The study also contributes to the field of CRM literature, as CRM has rarely been addressed in an Islamic banking context.

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The risk of fraudulent letter of credit transactions in Bangladesh: a growing threat to Bangladesh’s economy

Rafique,

Duraisingam

2023

JFC

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Purpose The purpose of this paper is to focus on managing the risk of fraud in commercial letters of credit (LC) in Bangladesh involving three parties: the seller, the buyer and the bank. It addresses the severity of LC fraud, the banks’ actions when detected and the preventive measures the relevant parties can adopt. Design/methodology/approach This research uses doctrinal and qualitative methods to propose strategic actions that benefit buyers, sellers, banks, legal professionals and judges. The study aims to explore the modus operandi used by fraudsters through thematic analysis. Findings The study’s findings reveal that LC fraud has escalated to a concerning level, posing a significant threat to the economic stability of Bangladesh. Measures must be taken to mitigate this risk and safeguard the country’s financial integrity. To effectively combat the risk of LC fraud, the updated version of UCP must include specific and detailed guidelines on LC fraud. This study recommends preventative measures that all parties involved must take to reduce the likelihood of fraud significantly. Research limitations/implications Due to a lack of LC experts, the participant sample for the study in Bangladesh was limited. Nevertheless, most banking participants were highly distinguished and held the Head of Trade Finance Department position in commercial banks. A few academics and legal practitioners with LC expertise also participated in the study. Originality/value It provides cutting-edge solutions to effectively handle LC fraud risk and provides proactive measures to prevent it.

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The Hallmark Corruption: Supervisory Lapses of the Banking System in Bangladesh

Cited by 3 publications

References 2 publications

Quality and image of banking services: a comparative study of conventional and Islamic banks

Quality and image of banking services: a comparative study of conventional and Islamic banks

CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks

The risk of fraudulent letter of credit transactions in Bangladesh: a growing threat to Bangladesh’s economy

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