Financial integration of GCC banking markets: A non-parametric bootstrap DEA estimation approach

In this paper, we investigate banking sector integration in the Gulf Cooperation Council during the period 1998-2009. The integration inference was derived by testing the convergence of cost efficiency scores. These efficiencies were measured using a smoothed bootstrap procedure that ensures consistency and unbiasedness. The convergence was examined using two tests: a beta convergence test and a sigma convergence test. The two tests show significant convergence, particularly during the transitional period 2003-2009, that witnessed substantial reforms. Therefore, we conclude that integration and harmonization measures taken by the Gulf Cooperation Council Governments have had a significant impact on efficiency and homogeneity of these countries’ banking markets.     

A framework for customer relationship management strategy orientation support in higher education institutions

ABSTRACT

A number of generic Customer Relationship Management (CRM) implementation frameworks have been developed, yet no systematic framework has been developed to help HEIs orientate CRM strategy to align with university business strategies and stakeholder needs. This research iteratively develops the CRM Strategy Orientation Support (CRM-SOS) framework, which aims to support HEIs in orientating their strategic CRM system at the pre-implementation stage and align CRM strategy with the business strategy; thus, reducing the chance that HEIs will experience CRM implementation failure. To reach our proposed CRM-SOS framework, we employed Design Science Research (DSR) methodology steps by analysing UK HEIs specific CRM implementation case studies, conducting semi-structured HEIs-based interviews, followed by evaluation of the resulted framework by HEI Information Systems (IS) experts. We concluded with a new CRM-SOS framework for HEIs consisting of five stages. The framework can be used to personalise the stages until they fit the strategic outputs and match the top management KPIs. Although existing research agrees that intensive attention should be given to CRM planning, there is no consensus or developed framework, for use within HEIs, demonstrating how CRM strategy can be orientated to align with university strategies and customer needs.