Zone of tolerance for banks: a diagnostic model of service quality

Service quality has become an increasingly important factor for success and survival in the banking sector. Provision of high-quality service aids in meeting several requirements such as customer satisfaction and its consequent loyalty and market share, soliciting new customers, financial performance, and profitability (Cui, C.C., Lewis, B.R., & Park, W. (2003). Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, 21(4), 191–201.). This paper presents the bank service quality measurement in its extended form. It deals with the concept of ‘zone of tolerance’ in judgments of service quality proposed by Zeithaml, Berry, and Parasuraman (1993, The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12.). The ‘zone of tolerance’ is recognized in the service quality literature as representing a range of expectations and an area of acceptable outcomes in service interactions. The present study describes the zone of tolerance for young customers’ service expectations and determines the customer satisfaction level for banks. The study focusses only on the youth market to formulate long-term strategies because young customers tend to keep themselves up to date with latest technological developments. A conceptual model BANKZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations – ‘desired' and ‘adequate’ – and that customers use these two types of expectations as a comparison standard in evaluating bank services. The findings reveal that young customers have a narrow zone of tolerance with regard to the services provided by the banks. The results with respect to gap analysis reveal that there was a shortfall in the service quality provided by the banks in the sample, with the largest gap being found in tangibles and empathy of service quality dimensions. The results of exploratory factor analysis reveal that the SERVQUAL model is found to be uni-dimensional in this study. The results, managerial implications, and future research implications are discussed in detail.     

Option pricing under non-normality: a comparative analysis

This paper carries out a comparative analysis of the calibration and performance of a variety of options pricing models. These include Black and Scholes (J Polit Econ 81:637–659, 1973), the Gram–Charlier (GC) approach of Backus et al. (1997), the stochastic volatility (HS) model of Heston (Rev Financ Stud 6:327–343, 1993), the closed-form GARCH process of Heston and Nandi (Rev Financ Stud 13:585–625, 2000) and a variety of Lévy processes including the Variance Gamma (VG), Normal Inverse Gaussian (NIG), and, CGMY and Kou (Manag Sci 48:1086–1101, 2002) jump-diffusion models. Unlike most studies of option pricing, we compare these models using a common point-in-time data which reflects the perspective of a new investor who wishes to choose between models using only the most minimal recent data set. For each of these models, we also examine the accuracy of delta and delta-gamma approximations to the valuation of both individual options and an illustrative option portfolio.     

Developing the Islamic Financial Services sector in Italy: An institutional theory perspective

The growth of the Islamic Financial Services (IFS) sector has received much attention recently due to the resilience demonstrated by the sector during the financial crisis. While IFS continue to grow rapidly in much of Asia, there has been limited institutional support for the development of the sector in Europe, which has historically been slow to realize the sector’s potential. Italy is one such country in Europe that has a growing Muslim population but has yet to develop the IFS sector. Using the institutional theory perspective, we highlight the role the Italian government can play in developing the regulative elements that facilitate the establishment of the IFS sector, and the introduction of Islamic financial products in the country. We propose that a developed IFS sector in Italy would help attract investment from countries in the Middle East and North African region, and would also facilitate the financial inclusion of the Muslim population in the domestic market.     

External Shocks and the HIPC Initiative: Impacts on Growth and Poverty in Africa

Abstract: The paper uses a simple macroeconomic model to estimate the impact of debt relief and terms of trade shocks on growth and poverty in African countries. For the 18 heavily indebted poor countries (HIPCs) that reached the enhanced HIPC decision point by end‐December 2000, the basic quantitative findings are that HIPC debt relief has boosted economic growth in these countries by an average of 2.9 percent per annum and that the computed result of this increase in growth is a reduction in poverty by an average of 2.2 percent per annum. However, the paper shows that recent deteriorations in the terms of trade have counter‐balanced these positive effects by lowering growth by an average of 2.0 percent per annum and by increasing poverty by an average of 1.3 percent per annum. Clearly, much of the positive impact emanating from the HIPC Initiative has been eroded due to recent deteriorations in the terms of trade. The paper also estimates the net effect on growth and poverty of the recently agreed 100 percent multilateral debt relief. This is predicted to boost economic growth by an average of 5 percent per annum and reduce poverty by about 5.3 percent per annum for the group of all African HIPCs. The paper concludes that 100 percent debt relief is crucial for Africa, but that more aid and policies need to be focused on a long‐term development strategy that fosters the necessary structural transformation.     

Investment appraisal practices: A comparative study of conventional and Islamic financial institutions

This paper compares the use of capital budgeting techniques of conventional and Islamic financial institutions, using data obtained from a survey of 105 conventional and Islamic financial institutions. Our main aim is to analyze the use of capital budgeting and risk techniques by the two types of financial institutions from a comparative perspective to see whether prohibition of riba makes a difference. Standard difference-of-means tests of the mean scores methods were used to test the hypotheses of the study. The results reveal a number of important conclusions. First, discounted cash flow techniques are found to be more widely used by financial institutions, and among those techniques internal rate of return is the most common. Second, Islamic financial institutions are found to adopt traditional methods that do not comply with the principles of Islamic Sharia'a. Third, a huge gap is found between the theory base of Islamic institutions and some of the practices of those institutions. Fourth, firms' characteristics, such as size, listing status, sources of revenue and government ownership, have some impact on their decisions to adopt capital budgeting criteria, methods of estimating costs of capital and risk. Finally, the decisions to select particular capital budgeting techniques, cost of capital estimation methods, and risk assessments are partly related to the characteristics of the chief financial officers.     

Over-Reaction by Security Market Analysts: The Impact of Broker Status and Firm Size

The aim of this study is to provide an examination of short-term earnings forecasts for evidence of systematic over-reaction. Analysts' predicted changes in earnings are compared with the realised changes to identify the contribution of systematic error (bias and generalised over-reaction) to the mean square error. A second analysis investigates whether analysts over-react to prior earnings changes. For both analyses, the impact of firm size and analysts' broker status are investigated.     

Differences in Returns to Education: An Analysis by Race

A bstract . Although a number of studies have examined the returns to education, none have attempted to estimate and contrast the manner in which different levels of education affect earnings for blacks and for whites over any length of time. The returns to three levels of education are estimated for black and white individuals separately over a twenty year period. 1967–86, and trends are examined. Some comparisons between the South and the rest of the country' are made.     

Effects of parking and cordon charge policies on tourist's modal shift in central business district of Mashhad city,Iran

The second largest holy city of the world, Mashhad, attracts high volumes of tourists and pilgrims every year. Most visitors travel by private car and are a source of considerable funds for the local economy. Among road users, tourists as one of the major traveller categories in Mashhad city behave differently due to the particular trip purpose. The aim of this research is to model tourist's shifting modes of travel behaviour when policy measures, such as the parking and cordon fares, are implemented. The tourists’ preferences were examined using binary logit analysis when different options of travel cost and time scenarios were provided. Results indicate that travel time, parking cost, cordon cost, education level and vehicle price influence tourist's modal choice. In addition, the finding shows that congestion pricing will be more effective than a parking pricing strategy in encouraging switching of modes.     

Exploring efficiency differentials between Saudi higher education institutions

There have been considerable public debates surrounding the efficiency of Saudi higher education institutions, specifically after Vision 2030. We explore the efficiency of institutions of higher learning in Saudi Arabia. Panel data from 61 higher education institutions are employed for the academic years 2008–2014 to estimate efficiency scores. Also, second stage regression analysis was employed to identify the main determinants of efficiency scores. We conclude that despite exponential growth in government funding for the higher education sector, technical efficiencies remained almost stagnant over the study period along with a persistence of inefficiencies. Second stage regression results confirm that institution ownership itself does not have a significant effect on efficiency scores. However, being a university and acquiring more than 20 years of experience have a positive impact on efficiency scores. An increase in both lower secondary completion rates and percentage of female students in secondary general education increases efficiencies, whereas higher employment to population ratio and increasing female academic staff ratio in tertiary education reduces institutional efficiencies.     

Asymmetric impacts of disaggregated oil price shocks on uncertainties and investor sentiment

This paper aims to examine short- and long-run asymmetries in the impacts of disaggregated oil price shocks on economic policy uncertainty, stock market uncertainty, treasury rates, and investor (bullish and bearish) sentiment in the US. To this end, we use a nonlinear auto-regressive distributed lag cointegration approach, which allows us to capture both positive and negative disaggregated oil shocks. We find that oil demand shocks are the main drivers of both measures of uncertainty, while oil supply shocks affect treasury rates. However, both oil demand shocks and oil supply shocks affect investor sentiment, with certain differences in the effects of positive and negative shocks. The overall effects of both oil demand and supply shocks—whether positive or negative—are stronger in the long-run than in the short-run. Additionally, we apply rolling causality and reveal evidence of a rather homogenous causal flow from disaggregated oil shocks to the variables studied, particularly around global stress periods. Our findings have implications for asset pricing and portfolio risk management and suggest policy formulations that differentiate between disaggregated positive and negative oil price shocks.