The impact of supply chain integration and internal control on performance and customer satisfaction in Jordanian banks

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dc.contributor.advisorPakurár, Miklós
dc.contributor.authorHaddad, Hossam Basim Yousef
dc.contributor.departmentIhrig Károly gazdálkodás- és szervezéstudományok doktori iskolahu
dc.date.accessioned2019-04-05T06:26:25Z
dc.date.available2019-04-05T06:26:25Z
dc.date.created2019hu_HU
dc.date.defended2019-04-30
dc.description.abstractThe main objective of this thesis is to investigate the impact of supply chain integration that consist of internal and external integration: (suppliers and customers) and internal control; on financial performance in the Jordanian banking sector. In addition to examine the relationship between the service quality (quality; tangibility, responsiveness, empathy, reliability, assurance, access, financial aspect, and employee competencies) dimensions and its’ effect on the customer satisfaction. Quantitative and qualitative data has been used in order to develop the questionnaire; Five Likert scale has been adopted to concrete the questionnaire. In the year 2018, the questionnaires were distributed on all types of Jordanian banks, which consisted of commercial banks, Islamic banks, and foreign banks on the following departments, which are internal control, product development, procurement, compliance, risk management and operations. A number of 249 respondents were collected from Jordanian banks. While 825 has been collected from Jordanian banks’ customers and were valid to analysis. Exploratory factor analysis was done by using Promax rotation. Our finding shows that supply chain integration and internal control, effects on the financial performance. Moreover, the ranks of dimensions are internal integration, supplier integration, customer integration and finally the internal control. Based on the analysis of the service quality questionnaire related to customer satisfaction, eight initial dimensions were examined: tangibility, responsiveness, empathy, reliability, assurance, access, financial aspect, and employee competencies. The result showed that all the dimensions have strong and positive influence on customer satisfaction. As a result of the analysis, four factors were extracted which were professional features, caring, financial aspect and tangibility. We recommend the Jordanian banks to pay more attention about customer integration, supplier integration and internal integration to make a competitive advantage for the banks and a benefit for the shareholders. Furthermore, we suggested for the banks to adopt the SERVQUAL modal in order to fill the gap for the perceptions of the Jordanian customers’ banks because the customers represent the capital for the banks.hu_HU
dc.format.extent163hu_HU
dc.identifier.urihttp://hdl.handle.net/2437/265071
dc.language.isoenhu_HU
dc.subjectsupply chain integrationhu_HU
dc.subjectcustomer integration
dc.subjectsupplier integration
dc.subjectinternal integration
dc.subjectinternal control
dc.subjectservice quality and customer satisfaction
dc.subject.disciplineGazdálkodás- és szervezéstudományokhu
dc.subject.sciencefieldTársadalomtudományokhu
dc.titleThe impact of supply chain integration and internal control on performance and customer satisfaction in Jordanian bankshu_HU
dc.title.translatedThe impact of supply chain integration and internal control on performance and customer satisfaction in Jordanian bankshu_HU
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