ORIGINAL_ARTICLE
Designing a Model of Effective Development Factors of E-Government Services in Iranian Ministries
The purpose of this research is to design a model of effective development factors of e-government services in Iranian ministries. The present study tried to explore organizational and external factors in Iranian ministries (ministry of labor and social affairs, ministry of youth affairs and sports, ministry of foreign affairs, ministry of petroleum, ministry of Economic Affairs and Finance, ministry of energy, ministry of information and communications technology, ministry of interior, and ministry of education) influencing development of e-government services by a model. The model surveyed 287 individuals including managers and experts of e-government units (departments) in Iranian ministries through interviews and a questionnaire. Research variables and data were analyzed by SPSS, LISREL, and structural equations. Research results indicate that senior management and human resources largely influenced development of e-government services in organizational factors dimension; respecting to external environment factors, and information and communicative dimension, cultural and social contexts, as well as online security level and easy access to the websites of ministries largely influenced development of e-government services, respectively.
https://www.ijmae.com/article_114993_27bc53c1dfb57080aa2a04e41ce5b8a0.pdf
2017-04-01
311
327
E-Government
development of e-services
Information technology
Hamidreza
Kelidbari
1
Department of Public Management, Rash Branch, Islamic Azad University, Rasht, Iran
AUTHOR
Nasim
Alizadeh
alizadeh.nasim@gmail.com
2
MSc in Industrial Management, Payame Noor University-Central Branch, Rasht, Iran
LEAD_AUTHOR
Aloudat, A. Michael, K. Chen, X. Al-Debei, MM. (2014). Social acceptance of location-based government services for emergency management. Telematics and Information, 31 (1), 153-171
1
Divandari, A., Abedi, E., and Naserzade, S.M.R. 2013. “A conceptual model to explain the effective key factors of online governmental organization services system quality (a survey on public governmental organizations). Journal of Information Technology Management, Faculty of Management, University of Tehran, No. 1, Spring.
2
Elahi, Sh., Abdi, B., and Danaifard, H. (2010). “Acceptance of e-government in Iran: explaining the role of social, organizational, and individual variables in technology acceptance”, public administration perspective, No. 1, Spring.
3
Ling, C. Y. (2001). Model of factor influences on electronic commerce adaptation diffusion in small and medium sized enterprise working paper. Curtin University of Technology
4
Mutula, M. M. Brakel, P. V (2006). E-readiness of SMEs in the ICT sector in Botswana with respect to information access. The Electronic Library, 24(3): 402-417.
5
Mutula, S. M. Brakel, P. (2006), An Evaluation of E-readiness Assessment Tools with respect to Information Rich tool. International Journal of Information Management. 26(3), 212-223.
6
Omidian, M. Taleghani, Gh. R, Mohammadi, F. Firouzi, J. Yaghoubi, HR. khastar, H. (2016) Analyze the role of good governance in the promotion of human development: international review. Journal of public Administration, 7(3), 413-436. (in Persian)
7
Saghafi, N. E. (2010). Safety technologies impacts survey in M government applications security provision: International Journal of Digital Content Technology and Its Applications, 4(4), 207-214 (in Persian)
8
Salarzehi, HA, Ebrahimpour, H. (2013) The evolution of public management paradigm: The traditional government management paradigm to the paradigm of good governance. Journal of public Administration, 4(9) 43-62(in Persian)
9
Southard, P. B, Sian K. (2004). A Survey of online E-Banking Retail Initiatives. Communication of the ACM, 47 (10):99-102.
10
Willoughby, M. Gomez, HG .Lozano, M. (2010), Making e-government attractive Service Business, 4(1) 49-62
11
ORIGINAL_ARTICLE
Studying Short-Term and Long-Term Effects of OPEC Oil Basket Prices and Natural Gas on Liquefied Petroleum Gas (LPG) Traded on Energy Exchange of Iran
In this paper, we examine the short-term and long-term effects of OPEC oil basket prices and natural gas on liquefied petroleum gas (LPG) traded on Energy Exchange of Iran. tests of convergence (integration) and causality of variables have been used for 2-year period, from May 22, 2014 to July 21, 2016. The results of the study based on long-term relationship show that an increase of 1 percent in the logarithm of OPEC oil basket prices decreases 17.24 percent of the logarithm of the price of LPG. The direction of causality is from OPEC oil basket prices to LPG. Moreover, 1% increase in natural gas prices logarithm will increase 26.52 percent of the logarithm of the price of LPG. The direction of causality is from natural gas to LPG. Estimating the relationship between short-term error corrections for the logarithm of the price of LPG also confirms no statistically significant error correction component.
https://www.ijmae.com/article_114994_349af97e61e3e0ca4a9f3a0224529a6b.pdf
2017-04-01
328
347
K LPG price
natural gas price
OPEC oil basket price
tests of convergence (integration)
VAR
Zahra
Shiri
zahrashiri89@yahoo.com
1
MSc in IT Management, University of Allameh Tabataba'I, Tehran, Iran
AUTHOR
Hamid
Taghizadeh
eco.taghizadeh@gmail.com
2
Ph.D Student in Economics, Islamic Azad University, Isfahan (Khorasgan) Branch, Iran
AUTHOR
Ramiar
Refaei
ramiar_refaie@yahoo.com
3
Ph.D Student in Economics, Islamic Azad University, Isfahan (Khorasgan) Branch, Iran
LEAD_AUTHOR
Mohammadi, T. and Taherkhani, A. (2009). Investigate the relationship between crude oil and natural gas prices, Quarterly Energy Economics Studies, Sixth year, Issue 22, autumn, pages 53-70.
1
Mansour Kiai, I. (2008). Estimate the relationship between the price of crude oil and liquefied natural gas (LNG), Quarterly Energy Economics Studies, Fifth year, Issue 18, autumn, pages 99-121.
2
Nikooeqbal, A. A.; Gandli Alikhani, N. and Naderi, E. (2013). investigate the effects of short-term and long-term dynamics of oil prices on the price of methanol (Case Study of Iran), Quarterly Journal Applied Economics, Fourth year, Issue XII.
3
Houshmand, M. and Fahimi Doab, R. (2010). Investigate the long term relation between the real price of crude oil and the dollar real value of America. Journal of Financial Engineering and portfolio management, the fourth Issue, autumn.
4
Bazzazan, F. (2009) Investigate the long relation between oil price and the dollar exchange rate America, in two ways Johansen-Juselius and ARDL. Energy Economics Studies Quarterly, Volume VI, the autumn, pages 93-117.
5
Behradmehr, N. (2008). "crude oil price forecast using wavelet smoothing and artificial neural networks", Quarterly Journal of Energy Economics Studies, No. 18, pages 81-98.
6
Pour Kazemi, Mohammad Hossein (2006). "Iranian Petrochemical Complex assessment using data envelopment analysis," Peik Noor, No. 14, pages 34-43.
7
Mohazzab Torabi, S.; and Najafzadeh, K. (2011). "The role of energy efficiency in protecting the environment and sustainable development", the twenty-sixth International Conference on Power, pages 1-10.
8
Dehghani, T. (2007), "technical and economic evaluation of the use of fuels LPG, CNG and petrol in the transport sector of the country", the Sixth National Conference on Energy, pages 1-10.
9
Jalali Naini, A. R.; Keshavarz Haddad, G.; Eskandari Zanjani, R., and Zamani, M. (2009). " Investigate the causal relationship between oil price and the market price of petroleum products in the US and Europe", Quarterly Journal of Economic Energy Studies, Issue 22, pages 1-27.
10
Ramberg, D.J., Parsons, J.E., (2011). theWeak Tie Between Natural Gas And Oil Prices, MIT Center For Energy And Environmental Policy Research, Cambridge,No. E19-411, PP. 1-24.
11
Barbiroli, G., (2002). Sustainable Economic Systems, Principles of Sustainable Development, Vol. I, PP. 1-10.
12
Engstrom, Daniel, (2014). Pricing of Liquefied Petroleum Gas in North-West Europe, Faculty of Engineering, Centre for Mathematical Sciences Mathematical Statistics, LUND University.
13
Keltt, T.R., Gautier, D.L., Ahlbrandt, T.S. (2007). An Evaluation Of The USGS World Petroleum Assessment 2000—Supporting Data, Science For A Changing World, Vol.1021, PP. 1-9.
14
ORIGINAL_ARTICLE
A Comparison between Financing Methods of Top Universities in Iran and the Globe
The fundamental determinant of developed societies in the present evolving world is how knowledge, education, research, as well as efficient workforce status are acquired. In this regard, the dominant and advantageous contribution of all natural, economic, and strategic resources and factors is substituted by the extent of benefiting from sciences. Higher education is the highest and last step of educational system in any country, always closely linked to communities’ development. Higher education financing, which must go along with developing higher education industry and economic development, is what that significantly influences developing higher education system. The important issue for financing higher education is to apply proper methods of financing universities. Hence, the present research collected the information of identifying financing methods of top universities in Iran and around the world using library research method. And finally, the methods are analyzed and compared using descriptive statistics.
https://www.ijmae.com/article_114995_52965a736855388b163fd6098bd2611f.pdf
2017-04-01
348
366
University financing
university budget
university funding
costs and expenses
Mahla
Sarmadi
mahlasarmadi@yahoo.com
1
Faculty of Management and Economics, University of Sistan and Baluchestan, Zahedan, Iran
LEAD_AUTHOR
Mohammad
Ezazi
mohammad.e.ezazi@gmail.com
2
Faculty of Management and Economics, University of Sistan and Baluchestan, Zahedan, Iran
AUTHOR
Habibullah
Salarzehi
salarzehi@gmail.com
3
Faculty of Management and Economics, University of Sistan and Baluchestan, Zahedan, Iran
AUTHOR
Administration of Higher Education America (2014)
1
Aliahmadi, A. “Higher education role in development focused on state, university, and industry cooperation”. Higher Education planning management institute. Tehran, 2001.
2
Annual Financial report Cambridge University, (2015)
3
Annual Financial Report MIT University, (2015)
4
Annual Financial Report National University of Australian, (2015).
5
Annual Financial Report National University of Australian, (2015)
6
Annual Financial Report Stanford University , 16/2015
7
Annual Financial Report Toronto University, (2015)
8
Annual Financial Report, Harvard University, (2015)
9
Annual Report Cambridge University, (2015)
10
Annual Report Harvard University, 2015.
11
Annual Report Stanford University, 16/2015
12
Annual Report Toronto University, 2015/16.
13
Barr. N, Iain, C., (2005). "Financing Higher Education", Rout ledge press.
14
Curs. B. R., Dar, L., (2015). "Does State Financial Aid Affect Institutional Aid? An Analysis of the Role of State Policy on Postsecondary Institutional Pricing Strategies", Unpublished Working Paper.
15
Domica. K, (2010) "Strategies for financing of education: A global view", UNESCO International Institute for Educational Planning,.
16
Entezari, Y. (2010) “Analysis of budget allocation of public universities”. Journal of Higher education research and planning, 57, Tehran.
17
Entezari, Y. (2011) “Financing model of public universities”. Journal of Higher education research and planning, 60.
18
Entezari, Y., Mahjoob, H. (2013) “A proper mechanism of higher education public funding allocation”. Journal of Higher education research and planning, 68.
19
Entezari, Y., Naderi, A., and Mahjoob eshratabadi, H. (2013) “Financial strategic decision-making in higher education; studying funding mechanisms at universities and higher education institutions”. Quarterly of Human Resource Studies, 2nd year, issue 7.
20
Entezari, Y., Qaroon, M. (2015) “State rationality and performance in higher education funding in Iran”. Journal of higher education, year 8th, issue 29.
21
Erins .I, Erina,J., (2014) "The Higher Education Financing System: The Case of Latvia, Global Conference on Contemporary Issues in Education", GLOBE-EDU 2014, Las Vegas, USA.
22
Erins.I, Erina,J. (2014) "Assessment of Higher Financing Models in the CEE Countries: Global Conference on Contemporary Issues in Education", GLOBE-EDU 2014, Las Vegas, USA.
23
ESIB., (2005) (The National Unions of Students in Europe) "Financing of Higher Education", Bergen, Norway.
24
Fatemi amin, Z., and Fouladiyan, M. (2009) “Education system and educational outcome: a comparative studying of 70 nations”. Culture strategy, 7.
25
Financial and contract regulation abbreviation and terms (2011) Ministry of science, research and technology.
26
Garland, J.C., "(2009) Saving Alma Mate: A Rescue Plan for America’s Public Universities", University of Chicago Press, Chicago.
27
Goksu. A, Goksu, G.G.," (2015) A Comparative Analysis of Higher Education Financing in Different Countries", Procedia Economics and Finance, 26.
28
Greer.D, Klein,M., (2010) "A new model for financing public colleges and universities", On the Horizon,VOL 18.
29
Madhoushi, M., Niyazi, E. (2010) “Studying higher education status in the world”. Quarterly of Iranian association of higher education, 2nd year, issue 4.
30
Manta. P, Wang. T. Y., Chien, S.C., (2015) “Forecasting innovation performance via neural Networks”, Technovation.
31
Naderi, A. (2004) “Higher education production function: applications, challenges, and perspectives”. Yasteroon publication, 1st edition, Tehran.
32
Naderi, A. (2015) “Higher education production function: applications, challenges, and perspectives”. Quarterly of higher education research and planning, 21 (3).
33
National budget report (2016) Management and planning organization publication.
34
National budget report (2016) Management and planning organization publication, 2015.
35
Nouroozi, Kh., Azadi ahmadabadi, J., Javadi, M., Akbarzade, M., and Akbarzade, A. (2015 ) “Charity funding of universities: requirements and dysfunctions; case study: Imam Sadeq University”. Journal of Islamic Financial studies, 4th year, issue 1.
36
Operation reporting of Sharif University of Technology, Sharif University of Technology (2014).
37
Qaroon, M. (2013) “Introducing a funding model to meet macro objectives of science, research, and technology sector by public resources”. Quarterly of higher education research and planning, 67.
38
Revenue reports of universities and higher education institutes (2013) budget office of Ministry of Science, research and technology, Iran.
39
Roger .s, Lars. Q, overthrow. M, Madsen, K. (2011) "funds of enterprises Spin-off: a conceptual", approach to financing challenges.
40
Roshan, A. (2013) “Funding approaches to public universities”. International conference of funding system development proceedings.
41
Salmi. J, & Hauptman,M. (2006) "Innovations in tertiary education financing A comparative evaluation of allocation mechanisms "The World Bank Washington, D.C. – U.S.A.
42
Siti. M.M, Asmak, A. (2015) "Financing universities through waqf, pious endowment: is it possible?", Humanomics, Vol. 31.
43
Tehran University of investment endowment fund reporting (2015) University of Tehran.
44
Tilak, J.B., "(2011) Financing of Higher Education: Traditional versus Modern Approaches", Yuksekoretim Dergisi.
45
Zumeta. W, Breneman. D, Patrick. M, Finney, E., (2012) "Financing American Higher Education in the Era of Globalizatio", Cambridge MA: Harvard University Press.
46
ORIGINAL_ARTICLE
Assessing the Quality of Applied Services in Mobile Customer Relationship Management: Case Study of Banking Informatics Corporations in Iran
Today’s organizations need to promote profitability, reduce costs, increase market share, increase customers’ satisfaction and other cases that cause to increase validity and create value and meet organizational strategy, while reducing risks and costs in order to gain values and innovation for the organization. In this research, we aim to measure customer’s perspective from quality of provided services through mobile customer relation management. In this regards, we evaluate banking informatics corporations based on SERVQUAL model that use fivefold dimensions of quality of services. The goal of this research is to identify variables effective on customer relation management through mobile phone and its output variables and provide a model based on these variables. Hence, MCRM has been measured with effect of independent variables on outputs on study case of bank informatics organization (as a provider) and bank (as a customer). Questionnaires were used for data gathering from customers. The results showed that banks have found physical dimension and guarantee are closer to their expectations rather than other dimensions of quality, while dimension of accountability is far from their expectations. The correlation analysis between dimensions depicted that there was maximum correlation between dimensions of accountability and physical dimension, while there was minimum correlation between dimensions of empathy and capability of trusts. With respect to perceptions, there was maximum correlation between dimensions of guarantee and accountability, while minimum correlation was between accountability and trust capability.
https://www.ijmae.com/article_115010_33a18c57b1bd4934bf2408c684d61206.pdf
2017-04-01
367
378
Customer Relation Management
Mobile Customer Relation Management (MCRM)
SERVQUAL model
Service Quality
Seyed
Siadat
siadat.hossein@gmail.com
1
Department of Management and Accounting, Shahid Beheshti University, Tehran, Iran
LEAD_AUTHOR
Sara
Shafahi
2
M.Sc., Department of Management and Accounting, Group of IT-Management, Shahid Beheshti University, Tehran, Iran
AUTHOR
Adil, M., Ghaswyneh, O.F.M., & Albkour, A.M. (2013). SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research, Global Journal of Management and Business Research Marketing, 13(6), 65-76.
1
Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services marketing, 10(6), 62-81.
2
Berkley, B. J., & Gupta, A. (1994). Improving service quality with information technology. International journal of information management, 14(2), 109-121.
3
Brahmbhatt, M., & Panelia, D. (2008). An Assessment of Service Quality in Banks. Global Management Review, 2(4), 37-41.
4
Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension, Journal of Marketing. 56(3), 55-68.
5
Fogarty, G., Catts, R., & Forlin, C. (2000). Identifying shortcomings in the measurement of service quality. Journal of Outcome Measurement, 4(1), 425-447.
6
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
7
Jain, V., Gupta, S., & Jain, S. (2012). Customer perception on service quality in banking Sector: With special reference to Indian private banks in Moradabad region. International Journal of Research in Finance & Marketing, 2(2), 597-610.
8
Karunaratna, A. C. (2014). Service Quality and Customer Loyalty: Adequacy of Servqual Model. Global journal of commerce and management perspective. 3(4), 20-26.
9
Lendel, V., & Kubina, M. (2013). New Trends in Customer Relationship Management and their Application in Slovak Enterprises. Trends Economics and Management, 4(6), 19-26.
10
Mahapatra, S. S., & Khan, M. S. (2007). A framework for analyzing quality in education settings. European Journal of Engineering Education, 32(2), 205-217.
11
Mursaleen, M., Ijaz, M., & Kashif, M. (2014). Service Quality of News Channels: A Modified SERVQUAL Analysis. Observatorio (OBS), 8(1), 171-188.
12
Musaba, C. N. A., Musaba, E. C., & Hoabeb, S. I. (2014). Employee Perceptions of Service Quality in the Namibian Hotel Industry: A SERVQUAL Approach. International Journal of Asian Social Science, 4(4), 533-543.
13
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
14
Rathee, R., Deveshwar, A., & Rajain, M. P. (2014). To Identify Service Quality Gaps in Banking Sector: A Study of Private Banks. International Journal of Emerging Research in Management &Technology, 3(7), 101-106.
15
Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of retailing, 69(2), 193-215.
16
Sangle, P. S., & Awasthi, P. (2011). Consumer's expectations from mobile CRM services: a banking context. Business Process Management Journal, 17(6), 898-918.
17
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
18
Schierholz, R., Kolbe, L. M., & Brenner, W. (2007). Mobilizing customer relationship management: A journey from strategy to system design. Business Process Management Journal, 13(6), 830-852.
19
Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: a review. International journal of quality & reliability management, 22(9), 913-949.
20
Yarimoglu, E.K. (2014). A Review on Dimensions of Service Quality Models, Journal of Marketing Management, 2(2), 79-93.
21
ORIGINAL_ARTICLE
Reinvestigating Key Factors of Customer Satisfaction Affecting Customer Retention for Fast Food Industry
It is an undisputed fact that the cost of Customer Retention is far lesser than that of acquiring fresh ones. Customer satisfaction is undoubtedly one of the strong factors ensuring customer retention. Several researches have been done in the past to identify factors influencing customer satisfaction and in turn leading to customer retention. With changing perceptions, preferences and markets, we find a need to reinvestigate what are the key factors of customer satisfaction affecting customer retention in Malaysian fast food industry. Product quality, service quality, prices, facility and emotional factor are selected as factors of customer satisfaction (independent variables) based on extensive literature review. The research uses primary data collected from 180 Malaysian fast food customers using a multi-factor questionnaire with a Likert-scale from 1 to 5. To ensure reliability and validity the questionnaire was checked by Cronbach’s Alpha and principal components analysis was carried out. Correlation and regression analysis is conducted using SPSS 21 to identify influence and impact of selected factors on customer retention. Descriptive statistics show that the most significant key factor of customer satisfaction is emotional factor followed by store facility, service quality and prices and the lease poor is product quality. Emotional factor and facility plays important role in customer satisfaction that ensures customer retention in Malaysian fast food industry.
https://www.ijmae.com/article_115011_dea732e2953e1cf6a9145c2de09f8bea.pdf
2017-04-01
379
400
Customer Satisfaction
Product Quality
Service Quality
Prices
Facility
Emotional factor and Customer Retention
Omkar
Dastane
omkar.dastane@gmail.com
1
School of Accounting & Business management, FTMS College Malaysia, Kuala Lumpur, Malaysia
LEAD_AUTHOR
Intan
Fazlin
intan@ftms.edu.my
2
Lord Ashcroft International Business School, FTMS Malaysia Center, Anglia Ruskin University, Cambridge Campus, East Rd, Cambridge CB1 1PT, United Kingdom, UK
AUTHOR
Adeel, Daniel; Muhammad, Ashar; Hafiza Ihsan and Wahab, Shahbaz. (2010). An Impact of Employee Satisfaction on Customer Satisfaction In Service Sector of Pakistan. Journal of Asian Scientific Research, 2(10), 548-561.
1
Ah-Keng Kau, and Elizabeth Wan. (2006). The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants. Journal of Services Marketing, 20(2), 13-28
2
Ali Dehghan. (2006). Relationship between Service quality and customer satisfaction [pdf] Available at: http://epubl.ltu.se/1653-0187/2006/56/LTU-PB-EX-0656-SE.pdf [Accessed 2 September 2015].
3
Alin Sriyam. (2010). Customer satisfaction towards service quality of front office staff at the hotel [pdf] Available at: http://thesis.swu.ac.th/swuthesis/Bus_Eng_Int_Com/ Alin_S.pdf [Accessed 19 August 2015].
4
Amal Keblawi., Isak Johansson., and Dennis Svensson, 2013. Student satisfaction in a higher education context [pdf] Available at: http://www.diva-portal.org/smash/get/ diva2:656089/ fulltext02 [Accessed 30 September 2015].
5
Amaratunga, D. and D. Baldry. (2000). Assessment of facilities management performance in higher education properties. Facilities management, 18(7/8), 293-301.
6
Animashaun, Abdulrauf, Tunkarimu, Tarila Iman and Dastane, Omkar. (2016). Customer Perceived Value Towards Convenience Stores in Malaysia: The Influence on Customer Satisfaction, Loyalty and Retention, Journal of Marketing and Consumer Behaviour in Emerging Markets, 2(4), 4-27
7
Arezu Ghavami and Alireza Olyaei, 2006. The impact of CRM on Customer Retention [pdf] Available at: http://epubl.ltu.se/1653-0187/2006/02/LTU-PB-EX-0602-SE.pdf [Accessed 4 September 2015].
8
Arneill, A., and Delvin, A. (2002). Perceived quality of care: The influence of the waiting room environment. Journal of Environmental Psychology, 22(4), 345-360.
9
Ashim Kayastha. (2011). A study of Graduate student satisfaction towards service quality of universities in Thailand [pdf] Available at: http://www.webster.ac.th/2012 /pdf/thesis/2011-12/mba/Ashim%20Kayastha/Ashim%20Kayastha.pdf [Accessed 4 December 2015].
10
Aurimas Dapkevicius and Borisas Melnikas. (2009). Influence of Price and Quality to Customer Satisfaction, Mokslas – Lietuvos Ateitis Science –Future of Lithunia, 1(3), 17-20
11
Barsky, J., 1995. World-class customer satisfaction. Burr Ridge, IL: Irwin Professional.
12
Blattberg RC, Getz G, and Thomas JS , 2001. Customer equity. Building and managing relationships as valuable assets. Boston, Massachusetts: Harvard Business School Press.
13
Brett Williams. (2012). Exploratory factor analysis: A five-step guide for novices. Australasian Journal of Paramedicine, 8(3), 23-43.
14
Che Din., Jegatheesan., and Salina Daud. (2012). Establishing a Student Satisfaction, International Business Journal, 5(1), 12-22
15
D. J. Petzer, T. F. J. Steyn and P. G. Mostert. (2010). Customer retention practices of small, medium and large hotels In South Africa: An exploratory study. African Journal of Marketing Management, 1(1), 32-42.
16
Eng Ai Jia., Lee Shee., Tan Pei and Yeah Chun. (2012). A study of Customer satisfaction towards service quality in Air Asia Malaysia [pdf] Available at: http://eprints.utar.edu.my/720/1/A_STUDY_OF_CUSTOMER_SATISFACTION_TOWARDS_SERVICE_QUALITY_IN_AIRASIA_MALAYSIA-_Eng,_Lee,_ Tan,_ %26_Yeoh_(2012).pdf [Accessed 1 September 2015].
17
Eskildsen JK. & Kristensen. (2007). Customer satisfaction – The role of transparency, Total Quality Management, 22(4), 369 – 378.
18
Fateemoh Laeheem. (2012). A study on Determinants of Customer satisfaction towards Broadband Services in Songkhla province [pdf] Available at: http://etd.uum.edu. my/3004/1/Miss_Fateemoh_Laeheem.pdf [Accessed 26 August 2015].
19
Fatoki, O. (2014). The Entrepreneurial Intention of Undergraduate Students in South Africa: The Influences of Entrepreneurship Education and Previous Work Experience. Mediterranean Journal of Social Sciences, 5(20), 30-38.
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21
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22
Geetika, Shefali Nandan. (2010). Determinants of Customer Satisfaction on Service Quality: A Study of Railway Platforms in India. Journal of Public Transportation,13(1), 97-113
23
Giese, J. L., & Cote, J. A. (2002). Defining Consumer Satisfaction. Academy of Marketing Science, 2(1), 1-24.
24
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27
Kelesy K, Bond J. (2000). A model for measuring Customer satisfaction within an Academic Centre of Excellence. Management Service Quality, 11(5), pp. 267-359.
28
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29
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30
Kumar, S. A., Mani, B. T., Mahalingam, S., and Vanjikovan, M. (2010). Influence of Service Quality on Attitudinal Loyalty in Private Retail Banking: An Empirical Study. IUP Journal of Management Research, 9(4), 21-38.
31
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32
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ORIGINAL_ARTICLE
Comparative Analysis of Financial Performance between Islamic and Conventional Bank in Indonesia
The objective of this research is to compare the financial performance between Islamic and conventional bank in Indonesia in the period of 2006 – 2014 by using financial ratios. Financial ratios that are used consist of capital adequacy ratio (CAR), loan to deposit ratio (LDR), non performing loan (NPL), operational efficiency ratio (OER), and return on asset (ROA). The study analyzed five banks listed in Bank Indonesia which were PT Bank Bukopin, PT Bank Mega, PT Bank DBS Indonesia, PT Bank Syariah Mandiri, and PT Bank Muamalat Indonesia. The method used in this research is independent sample t-test, which is used to compare samples from two different populations. This study used secondary data that was collected and obtained from financial publication report quarterly published by representative banks through the official sites of the banks and official site of Bank Indonesia starting from March 2006 to June 2014. The result showed that CAR, LDR, NPL, and OER between Islamic and conventional banks are significantly different, while ROA showed no significant different between Islamic and conventional banks. In terms of CAR and NPL, conventional bank is better than Islamic bank, meanwhile Islamic bank is better than conventional bank in terms of LDR, OER, and ROA.
https://www.ijmae.com/article_115014_629db5a6f5689f7d43ba2b2baf158502.pdf
2017-04-01
401
430
car
LDR
NPL
OER
ROA
P
Purwanto
purwanto@president.ac.id
1
Faculty of Economic and Business, Padjajaran University, Bandung, Indonesia
LEAD_AUTHOR
Raeny
Juliani
raenytj@gmail.com
2
Faculty of Business, President University, Bekasi, Indonesia
AUTHOR
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Antonio, S. (2007). Bank Syariah Dari Teori ke Praktik. Jakarta: Gema Insani Press.
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12
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14
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22
http://www.bankmega.com/tentang_kami.php
23
http://www.bankmuamalat.co.id/tentang/profil-muamalat
24
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25
http://www.dbs.com/id/about/default.aspx
26
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27
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31
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41
ORIGINAL_ARTICLE
Electronic Banking; a New Strategy to Create Customers’ Loyalty to Investment and Its Impact on Economic Initiatives
With technology development and the market conditions getting more competitive in different production and service sectors, loyal customer is considered as main capital of every organization. The expansion of internet global network has brought many benefits to all organizations including banks which along with considerable issues arise. Special equity of services including investment which became an important concept in marketing since 1980 is in fact the added value generated for the organization by using that service. The purpose of this research is to explain the loyalty of customers to investment through using electronic banking services in order to participate in advancing the economic projects, and also to empirically test whether this is related to trust in investment and investment special equity. Statistical population consists of customers of Saman bank in Mashhad city who have substantial account balance and are able to invest in economic projects suggested by bank. And their satisfaction with electronic banking services was investigated through random sampling. Needed information was collected using a questionnaire and correlations of variables were tested by means of Pearson correlation test and multiple regression. Analysis of the study findings using SPSS 16 shows that there is a positive correlation between trust in investment and investment special equity with customers’ loyalty to investment in economic projects by bank through using electronic services. And trust in investment and investment special equity are significantly related to two types of loyalty (attitudinal loyalty and behavioral loyalty).
https://www.ijmae.com/article_115015_97f6196441b2cbe8d9b98b5f2c1593eb.pdf
2017-04-01
431
442
Electronic banking
trust in investment
investment special equity
Loyalty
Hamid
Sadeghi Rad
1
Dean of Tax Applied Sciences University and Khorasan Razavi Tax Organization, Mashhad, Iran
AUTHOR
Ali
Rasoulian
ali_rasoolian@yahoo.com
2
Invited Lecturer, Tax Applied Sciences University, Mashhad, Iran
LEAD_AUTHOR
Mahmoud
Mirzaei
3
Invited Lecturer, Tax Applied Sciences University, Mashhad, Iran
AUTHOR
Abbas
Sharifipour
4
Invited Lecturer, Tax Applied Sciences University, Mashhad, Iran
AUTHOR
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