Mental image role in the relationship analyzing between the provision and safety customers service and between social responsibility and the viewpoint of government and private bank customers in Al- Muthanna Governorate
DOI:
https://doi.org/10.61841/26rp5a37Keywords:
mental image, provision and safety of banking services, social responsibility.Abstract
In order to identify the role that the perceived mental image plays among customers of government banks operating in Al-Muthanna Governorate, in analyzing the relationship between service provision and safety as an independent variable, and between social responsibility as an approved variable for those banks. The Exploratory Factor Analysis (EFA) and Descriptive Statistics (DS) were adopted in addition,ANOVA, Pearson Correlation, and Linear Regression, to test research hypotheses, and for analyzing the questionnaire form that was distributed to 220 customers of Al-Rafidain and Al-Rasheed Banks, the Iraqi Islamic Bank and the Bank of Baghdad, accreditation of the program SPSSV.24, on the main premise that(The perceived mental image of customers influences the analysis of the relationship between the provision and safety of service and the social responsibility of governmental and private banks), the study reached a main conclusion, indicates that there was a strong correlation between the level of service safety and its method and social responsibility, this connection increases when that relationship mediates the customer's perceived mental image, on the level of services of those banks and their safety, and the extent of achieving social responsibility standards by those banks
Downloads
References
1. Abu Harbeed, Y.S. (2017), The Role of Social Responsibility in Achieving Competitive Advantage: A Case Study of the Gaza Governorates Electricity Distribution Company, Master Thesis, Academy of Administration and Policy for Postgraduate Studies.
2. Aliyu, A. A., Tasmin, R., Che Rusuli, M. S., Hashim, N., Gafar, M., & Josu, T. (2013). Factors affecting customer service delivery of using online banking in Malaysia, In: 1st FPTP Postgraduate Seminar, 23 December 2013, Fakulti Pengurusan Teknologi dan Perniagaan, UTHM.
3. Ally, M., & Toleman, M. (2005). A framework for assessing payment security mechanisms and security information on e-commerce web sites. PACIS 2005 Proceedings, 101.
4. Al-Maani, A.I., A.Y. Erekat, A.R. Al-Saleh and N.M.S. Jaradat, (2011): “Contemporary Administrative Issues”, Wael Publishing and Distribution House, Amman, Jordan.
5. Amukoya, K. (2013). Factors affecting quality of service delivery of contact centres in commercial banks in Kenya: A survey of Barclays Bank contact centre. International Journal of Social Sciences and Entrepreneurship, 1(5), 897-911.
6. Andersen, M. K., & ISS, P. A. (2013). Service Management 2.0–the next generation of service. ISS White Paper.
7. Birkeland, S. (2015). E-Banking Security and Organisational Changes. An Action Research Study. PhD diss., The University of Liverpool (United Kingdom).
8. Blackwell, S. E. (2018). Mental imagery: From basic research to clinical practice. Journal of Psychotherapy Integration, 29(3), 235.
9. Carmeli, A., & Tischler, A. (2005). Perceived Organizational Reputation and Organizational Performance: An Empirical Investigation of Industrial Enterprises. Corporate Reputation Review, 8(1), 13-30.
10. Carroll, A. B., & Bucholtz, A. K. (2002). Business and society with InfoTrack: Ethics and stakeholder management (5th ed.). Cincinnati: South-Western.
11. Carroll, A. B., & Shabana, K. M. (2010). The business case for corporate social responsibility: A review of concepts, research and practice. International journal of management reviews, 12(1), 85-105.
12. Claessens, J., Dem, V., De Cock, D., Preneel, B., & Vandewalle, J. (2002). On the security of today’s online electronic banking systems. Computers & Security, 21(3), 253-265.
13. Davies, G. & Chun, R. (2002). Gaps between the internal and external perceptions of the corporate brand. Corporate Reputation Review, 5(2/3), 144-158
14. Erlando. (2009), Analisis Pengaruh Pelayanan Prima (Service Excellence) Terhadap Kepuasan Pelanggan (Studi Pada SPBU Pertamina 34-12708).UG Jurnal. Depok.
15. Fadri, E. and B., Suhaila (2015), The Role of Advertising in Improving the Mental Image of the Service Institution in Its External Audience: A Field Study of the Social Security Institution in the State of Umm El-Bouaghi, Master Thesis, Al-Arabi Bin Mahidi University, Umm Al-Bouaghi.
16. Fraihat, R.N., (2015), The Role of the Jordanian Media in Shaping the Mental Image of the Jordanian Parliament among University Youth, Master's Thesis, University of Petra.
17. Gangiah, P., (2010), Service Excellence Vs Excellent Service: Do you have the right team to drive Excellent Service, available at: https://bit.ly/3cacSOF
18. Grandison, T., & Sloman, M. (2000). A survey of trust in internet applications. IEEE Communications Surveys & Tutorials, 3(4), 2-16.
19. Gregory, A., (2019), 9 Tips for Providing Excellent Customer Service, available at: https://bit.ly/2H5xhJi
20. Hajar, S. (2015), The Impact of Advertising on Improving the Mental Image of the Service Institution: A Case Study of Algeria Telecom Corporation for Mobile Phone Mobilis - from the viewpoint of students of the Faculty of Economic Sciences, University of Qasidi Merbah and Ouargla, Master Thesis, Qasidi Merbah and Ouargla University.
21. Hutchinson, D., & Warren, M. (2003). Security for internet banking: a framework. Logistics information management.
22. Key B.A., (2017), 10 Steps to Providing Excellent Customer Service, available at: keybacareers.com.au.
23. Knorr, K., & Röhrig, S. (2000). Security of electronic business applications: structure and quantification. In International Conference on Electronic Commerce and Web Technologies (pp. 25-37). Springer, Berlin, Heidelberg.
24. Koskela, O. (2010). The corporate image of Posiva, Degree Programme in International Business and Marketing Logistics, University of Applied Sciences.
25. Lallmahamood, M. (2007). An Examination of Individual’s Perceived Security of the Internet in Malaysia and the Influence of This on Their Intention to Use E-Connerce: Using An Extension of the Technology Acceptance Model. Journal of Internet Banking and Commerce, 12(3).
26. Laudon, K.C. & Laudon, J.P. (2010). Management Information Systems: Managing the digital firm. Pearson Education Limited, 11th Edition. England.
27. Lockwood, N. R. (2007). Leveraging employee engagement for competitive advantage. Society for Human Resource Management Research Quarterly, 1(1), 1-12.
28. Madrakhimova, F. (2013). History of development of corporate social responsibility. Journal of Business and Economics, 4(6), 509-520.
29. Maijala, V. (2004). Outlook of the information security in E-Business. Retrieved 11th March, 2009.
30. Malik, S. A., & Wood-Harper, T. (2010). On the Use of Customer Relationship Management (CRM) in the Banking Industry: A Qualitative Cross-case Analysis Between the Banks in Pakistan and the UK. PhD diss., University of Manchester.
31. Mamari, A. (2015), The Role of Internal Communication in Shaping the Mental Image of the University Institution: A Field Study headed by Al-Arabi Bin Mahidi Um Al-Bouaghi University, Master Thesis, Al- Arabi Bin Mahidi, Um Al-Bouaghi University.
32. McWilliams, A., & Siegel, D. (2001). Corporate Social Responsibility: A Theory of the Firm Perspective. Academy of Management Review, 26(1), 117-127.
33. Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International journal of bank marketing.
34. Muniu, G.E. (2015) "Factors affecting customer service delivery: a case of standard chartered bank Kenya." PhD diss., United States International University-Africa
35. 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(4), 41-50.
36. Saad, E. (2015). Interaction between visual perception and mental representations of imagery and memory in the early visual areas.
37. Scholten, U. (2017). Banking-as-a-Service-what you need to know. Venture Skies.
38. Suh, B., & Han, I. (2003). The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of electronic commerce, 7(3), 135-161.
39. Wilding, R. (2017). The challenge of providing excellent customer service, European Business Review.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
