Effects of Management Efficiency and Capital Structure and Size on Perception of Service Quality and Performance of Banks Listed in Tehran Stock Exchange

Document Type : Research Paper

Authors

Abstract

Organization performance and value promote through activities enhancing critical success factors. Research literature shows the effects of factors such as size, management style, relationships between incomes and costs, capital structure, and customer attitudes on organizational performance. This research investigates effects of size, management efficiency and capital structure on customer perception of service quality and financial performance as well as the effects of customer perception of service quality on financial performance, through three main hypotheses and some sub-hypotheses. Studied organizations consist of all banks listed in Tehran Stock Exchange in 2014. Furthermore, customer perception of service quality was evaluated by questionnaire answered by some of the bank customers. Structure equation modeling based on variance approach and Smart PLS software were used for testing research conceptual framework. Findings show that capital structure, size, and management efficiency are effective on customer perception of service quality and financial performance. Furthermore, there is a significant relation between customer perception of service quality and financial performance. Positive relation between size and customer perception of service quality for providing more facilities in larger banks, positive effects of capital structure from agency theory and trade off theory perspectives and also, effect of management efficiency on customer perception of management efficiency effects on productivity promotion and customer satisfaction have been analyzed and explained.

Keywords

Main Subjects

References

حسن­زاده، علی. (1386). کارایی و عوامل موثر بر آن در نظام بانکی ایران. فصلنامه جستارهای اقتصادی، شماره، 7، 98-75.
حسینی، میرزا­حسن.، و قادری، سمیه. (1389). مدل عوامل موثر بر کیفیت خدمات بانکی، فصلنامه چشم­انداز مدیریت بازرگانی، شماره 3، 115-89.
حقیقی، محمد.، یزدان­شناس، مهدی.، و باستانی پورمقدم، جاوید. (1393). نقش بازاریابی داخلی در کیفیت خدمات. فصلنامه چشم­انداز مدیریت بازرگانی، شماره 20، 157-141.
سجادی، علی­اکبر. (1377). نقش رضایت مشتری در تجارت. مجله مدیریت، شماره22، 48-45.
سید­جوادین، سیدرضا.، و کیماسی، مسعود. (1389). مدیریت کیفیت خدمات. چاپ دوم، تهران: انتشارات نگاه دانش.
عالم­تبریز، اکبر.، و محمد­رحیمی، علیرضا. (1388). رویکردهای مدیریت تولید و عملیات در ارزیابی و بهبود فرآیندهای کسب و کار، چاپ اول، تهران: نشر بازرگانی.
عظیمی­حسینی، آنیتا. (1382). محاسبه کارایی سیستم بانکی به روش تحلیل فراگیر داده­ها. پایان­نامه کارشناسی ارشد علوم اقتصادی، دانشگاه شیراز.
لاولاک، کریستوفر. (1386). اصول و مدیریت بازاریابی خدمات. ترجمه بهمن فروزنده. چاپ اول، اصفهان: نشر آموخته.
مشایخی، بیتا.، کاظمی، رسول.، و بهبهانی­نیا، پریسا­سادات. (1387). تجزیه و تحلیل عملکرد مالی بانک­های دولتی جمهوری اسلامی ایران و مقایسه آن با بانک­های اسلامی کشورهای حوزه خلیج فارس. مجله مطالعات مالی، شماره3، 46-19.
 
Bertin, M. J. , Moya, J. A. , & Perales, A. R. (2014). Determinants of bank performance: evidence for Latin America. Academia Revista Latinoamericana de Administración, 27 (2) , 164-182.
Rostami, A. , Amir Khani, A. , & Soltani, G. (2016). The impact of e-service quality on the improvement of the level of communication with customers of bank Melli branches in south Tehran affairs office. Procedia Economics and Finance, 36, 448 – 455.
Bezara, G. L. , & Gomes, C. F. (2016). Measuring airport service quality: A multidimensional approach. Journal of Air Transport Management, 53, 85-93.
Bugri Anarfo, E. (2015). Capital structure and bank performance: Evidence from Sub-Sahara Africa. European Journal of Accounting Auditing and Finance Research, 3 (3) , 1-20.
Carriona, I. C. , Millana,A. G. , Gutierreza, J. O. , & Rodriguezb, A. L. (2015). Linking unlearning with service quality through learning processes in the Spanish banking industry. Journal of Business Research, 68 (7) , 1450-1457.
Dong, Y. , Firth, M. , Hou, W. , & Yang, W. (2016). Evaluating the performance of Chinese commercial banks: A comparative analysis of different types of banks. European Journal of Operational Research, 252 (1) , 280- 295.
Fadzlan, S. (2009). Determinants of bank efficiency during unstable macroeconomic environment: Empirical evidence from Malaysia. Research in International Business and Finance, 23, 54–77.
Ghazizadeh, M. , Besheli, A. S. , & Talebi, V. (2010). Assessing of bank customers retention and loyalty: A case study of stateowned Banks in Tehran. European Journal of Social Science, 17, 274-287.
Gonzalez, V. M. (2013). Leverage and corporate performance: International evidence. International Review of Economics and Finance, 25, 169-184.
Gu, F. (2005). Innovation, future earnings and market efficiency. Journal of Accounting Auditing and Finance, 20 (4) , 385-418.
Handy, C. R. , & MacDonald, J. M. (1989). Multinational structures and strategies of U. S. food firms. American Journal of Agricultural Economics, 71 (5) , 1246–1254.
Henseler, J. , Ringle, C. M. , & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing, in Sinkovics, R. R. , & Ghauri, P. N. (ed.) , New Challenges to International Marketing, Emerald Group Publishing Limited, pp. 277–319.
Kao, T. W. , & Lin, W. T. (2016). The relationship between perceived e-service quality and brand equity: A simultaneous equations system approach. Computers in Human Behavior, 57, 208-218.
Kaplan R. S. , & Norton D. P. (1992). The balanced scorecard– measures that drive performance. Harvard Business Review, 71-79.
Kosmidou, K. , Pasiouras, F. , Doumpos, M. , & Zopounidis, C. (2006). Assessing performance factors in the UK banking sector: a multicriteria methodology. Central European Journal of Operations Research, 14 (1) , 25-44.
Kranias, A. ,& Bourlessa, M. (2013). Investigating the relationship between service quality and loyalty in Greek banking sector. Procedia Economics and Finance, 5, 453 – 458.
Lam, S. Y. , Lee, V. H. , Ooi, K. B. , & Phusavat, K. (2012). A structural equation model of TQM, market orientation and service quality. Managing Service Quality, 22 (3) , 281-309.
Marie,A. , Ibrahim, E. , & Amjad, D. A. (2014). Effects of financial and non-financial performance measures on customers’ perceptions of service quality at Islamic banks in UAE. International Journal of Economics and Finance, 6 (10) , 201-213.
Mercan, M. , Reisman, A. , Yolalan, R. , Emel, E. B. (2003). The effect of scale and mode of ownership on the financial performance of the Turkish banking sector: result of
a DEA-based analysis. Socio- Economics Planning Sciences, 37, 185- 202.
Minjoon, J.  & Shaohan, C.  (2001). The key determinants of Internet banking service quality: a content analysis. International Journal of Bank Marketing, 19 (7) ,276 – 291.
Olson, D. , & Zoubi,T. A. (2008). Using accounting ratios to distinguish between Islamic and Conventional banks in the GCC region. The International Journal of Accounting, 43 (1) , 45-65.
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.
Parasuraman, A. , Zeithaml, V. A. , & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (4) , 12–40.
Parasuraman, A. , Zeithaml, V. A. , & Berry, L. L. (1991). Refinement and reassessment of SERVQUAL scale. Journal of Retailing, 67 (4) , 181–190.
Trujillo, G. (2009). PATHMOX approach: Segmentation Trees in Partial Least Squares Path Modeling, Ph. D. Thesis, Universitat Politecnica de Catalunya.
Wulandari, D. , & Subagio, A. (2015). Consumer decision making in conventional banks and Islamic bank based on quality of service perception. Social and Behavioral Sciences, 211, 471-475
Empirical Research in Accounting
Volume 6, Issue 2 - Serial Number 20
September 2016
Pages 211-236

Files

History

  • Receive Date: 29 April 2016
  • Revise Date: 25 May 2016
  • Accept Date: 01 June 2016

Share

How to cite

Statistics