Pub Date : 2013-10-07DOI: 10.1504/IJSEI.2013.057023
S. Kamath, Yung-Jae Lee, Xiaotian Zhang
This article develops on the legacy of C.K. Prahalad’s seminal work on the base of the pyramid (BoP) by focusing on the aspect of income generation at the BoP. After reviewing the literature on creating sustainable livelihoods and employment at the BoP, we develop a set of archetypal social enterprise models that underlie the creation of business ecosystems and successful businesses at the BoP. Also provided are examples of sustainable models in microfinance, value chains, health and education provision, goods and services and infrastructure development. This flows from the health, opportunity, peace, education, infrastructure, and microfinance (HOPEIM) focus of integrated ecosystem development work conducted by us with BoP livelihood creation projects in India, Philippines, Rwanda, Thailand and Uganda. The paper offers several major findings in terms of how successful BoP ecosystem development can be initiated and sustained.
{"title":"Social Enterprise Models: Creating the Fortune at the Base of the Pyramid","authors":"S. Kamath, Yung-Jae Lee, Xiaotian Zhang","doi":"10.1504/IJSEI.2013.057023","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.057023","url":null,"abstract":"This article develops on the legacy of C.K. Prahalad’s seminal work on the base of the pyramid (BoP) by focusing on the aspect of income generation at the BoP. After reviewing the literature on creating sustainable livelihoods and employment at the BoP, we develop a set of archetypal social enterprise models that underlie the creation of business ecosystems and successful businesses at the BoP. Also provided are examples of sustainable models in microfinance, value chains, health and education provision, goods and services and infrastructure development. This flows from the health, opportunity, peace, education, infrastructure, and microfinance (HOPEIM) focus of integrated ecosystem development work conducted by us with BoP livelihood creation projects in India, Philippines, Rwanda, Thailand and Uganda. The paper offers several major findings in terms of how successful BoP ecosystem development can be initiated and sustained.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"191 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131431811","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-10-07DOI: 10.1504/IJSEI.2013.057019
C. Adendorff, F. Emuze, Ezekiel Vilakazi
South Africa’s economy is in a phase of transformation. As part of this process, the South African Government has identified the development of economic activities amongst historically disadvantaged individuals (HDIs). However, this noble intent is challenged by a lack of entrepreneurial skills, which are seen as important elements in the economic development effort that is necessary to achieve transformation goals and objectives. Based on the literature reviewed, a questionnaire was compiled and used to collect data from 51 emerging non-white (black) entrepreneurs in Cape Town, South Africa. The purpose of this exercise was to determine the skills that are essential for entrepreneurial success. It was discovered that financial management, marketing and sales, communication, self-motivation, and time management formed the essential skills required for business success. It was also discovered that these new entrepreneurs still face difficulties at start-up and are thus unable to drive their own businesses. In effect, this paper reinforces the importance of entrepreneurial skills for the government’s growth and development strategy, and highlights a new set of skills that is required for the existing workforce to be competitive and to cope with the changing business environment.
{"title":"Evaluating the skills of emerging entrepreneurs in a developing economy","authors":"C. Adendorff, F. Emuze, Ezekiel Vilakazi","doi":"10.1504/IJSEI.2013.057019","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.057019","url":null,"abstract":"South Africa’s economy is in a phase of transformation. As part of this process, the South African Government has identified the development of economic activities amongst historically disadvantaged individuals (HDIs). However, this noble intent is challenged by a lack of entrepreneurial skills, which are seen as important elements in the economic development effort that is necessary to achieve transformation goals and objectives. Based on the literature reviewed, a questionnaire was compiled and used to collect data from 51 emerging non-white (black) entrepreneurs in Cape Town, South Africa. The purpose of this exercise was to determine the skills that are essential for entrepreneurial success. It was discovered that financial management, marketing and sales, communication, self-motivation, and time management formed the essential skills required for business success. It was also discovered that these new entrepreneurs still face difficulties at start-up and are thus unable to drive their own businesses. In effect, this paper reinforces the importance of entrepreneurial skills for the government’s growth and development strategy, and highlights a new set of skills that is required for the existing workforce to be competitive and to cope with the changing business environment.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"117 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126781671","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-10-07DOI: 10.1504/IJSEI.2013.056997
Khanjan Mehta, R. Dzombak
Social entrepreneurs striving to commercialise products and services in developing communities must understand the cultural context, develop trust-based partnerships across multiple sectors, and work proactively with those partners to achieve the desired social and economic outcomes. This article discusses the importance of reflection, ethical decision-making, and the praxis of grassroots diplomacy in the quest for educating conscientious entrepreneurs who can navigate complex social challenges to create win-win situations for all stakeholders. A concept inventory for ethical decision-making and grassroots diplomacy, as it relates to the education of social entrepreneurs, is presented along with analysis methodologies, real-world cases and practical academic exercises. These cases can be used individually to explore the complexities of entrepreneurial engagement in developing world contexts, or collectively, they can serve as building blocks of a rigorous academic course offering.
{"title":"Ethical decision-making and grassroots diplomacy for social entrepreneurs: concepts, methodologies and cases","authors":"Khanjan Mehta, R. Dzombak","doi":"10.1504/IJSEI.2013.056997","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.056997","url":null,"abstract":"Social entrepreneurs striving to commercialise products and services in developing communities must understand the cultural context, develop trust-based partnerships across multiple sectors, and work proactively with those partners to achieve the desired social and economic outcomes. This article discusses the importance of reflection, ethical decision-making, and the praxis of grassroots diplomacy in the quest for educating conscientious entrepreneurs who can navigate complex social challenges to create win-win situations for all stakeholders. A concept inventory for ethical decision-making and grassroots diplomacy, as it relates to the education of social entrepreneurs, is presented along with analysis methodologies, real-world cases and practical academic exercises. These cases can be used individually to explore the complexities of entrepreneurial engagement in developing world contexts, or collectively, they can serve as building blocks of a rigorous academic course offering.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130041235","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-10-07DOI: 10.1504/IJSEI.2013.057022
M. Nielsen, Claus Strue Frederiksen
Taking its cue from a presentation and discussion of two corporate social responsibility e-learning tools which emphasises ethical awareness and deliberation, this article discusses pluralism and four ways of addressing it with an eye to decision procedures, especially as concerns CSR policies. First, direct pluralism, understood as a hybrid between various traditional ethical theories, and different versions of ethical relativism, including a new version the authors call stakeholder relativism, is discussed and rejected as plausible ways of addressing pluralism. After this, so-called ‘two-level utilitarianism’ is presented as an alternative decision strategy. Then, taking into account recent trends in philosophy, the paper turns to discuss one of the most influential attempts to address pluralism, namely John Rawls’ (et al.) deontological proceduralism. We argue that both two-level utilitarianism and deontological proceduralism can serve as justifiable theoretical backgrounds for CSR and decision making in the light of pluralism.
{"title":"Four ways of addressing pluralism for CSR","authors":"M. Nielsen, Claus Strue Frederiksen","doi":"10.1504/IJSEI.2013.057022","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.057022","url":null,"abstract":"Taking its cue from a presentation and discussion of two corporate social responsibility e-learning tools which emphasises ethical awareness and deliberation, this article discusses pluralism and four ways of addressing it with an eye to decision procedures, especially as concerns CSR policies. First, direct pluralism, understood as a hybrid between various traditional ethical theories, and different versions of ethical relativism, including a new version the authors call stakeholder relativism, is discussed and rejected as plausible ways of addressing pluralism. After this, so-called ‘two-level utilitarianism’ is presented as an alternative decision strategy. Then, taking into account recent trends in philosophy, the paper turns to discuss one of the most influential attempts to address pluralism, namely John Rawls’ (et al.) deontological proceduralism. We argue that both two-level utilitarianism and deontological proceduralism can serve as justifiable theoretical backgrounds for CSR and decision making in the light of pluralism.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"64 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130017338","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-07-01DOI: 10.1504/IJSEI.2013.059952
S. Battisti
A new challenge for public-private partnerships lies in gaining temporary advantage through social innovation, in order to operate within dynamic environments. This research explores social innovation enabled by technology, in order to build an empirical model that can be useful in addressing social needs of the citizens, while increasing temporary advantages for the companies. This research presents an entrepreneurial approach in which public-private partnerships can organise technology in order to develop and diffuse social innovation within dynamic environments. By employing this model, citizens can be empowered to participate in the joint construction of social innovation enabled by information and communication technology, in particular the phenomenon of shared data. The social entrepreneurship approach enables public-private partnerships to leverage shared data and obtain temporary advantages. This aids in developing innovative solutions to improve quality of life of citizens while it enables companies to succeed in dynamic environments.
{"title":"Social innovation in dynamic environments: organising technology for temporary advantage","authors":"S. Battisti","doi":"10.1504/IJSEI.2013.059952","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.059952","url":null,"abstract":"A new challenge for public-private partnerships lies in gaining temporary advantage through social innovation, in order to operate within dynamic environments. This research explores social innovation enabled by technology, in order to build an empirical model that can be useful in addressing social needs of the citizens, while increasing temporary advantages for the companies. This research presents an entrepreneurial approach in which public-private partnerships can organise technology in order to develop and diffuse social innovation within dynamic environments. By employing this model, citizens can be empowered to participate in the joint construction of social innovation enabled by information and communication technology, in particular the phenomenon of shared data. The social entrepreneurship approach enables public-private partnerships to leverage shared data and obtain temporary advantages. This aids in developing innovative solutions to improve quality of life of citizens while it enables companies to succeed in dynamic environments.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122591894","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-05-28DOI: 10.1504/IJSEI.2013.054152
Ashley Francis, A. Nassar, Khanjan Mehta
Entrepreneurship has substantially contributed to the economic growth of Kenya. However, multitudes of the country’s poor have yet to experience the benefits of this growth due to limited access to capital. Microfinance institutions exist in central Kenya but serve the needs of only a handful of entrepreneurs that want to engage in small businesses. Consequently, many Kenyans turn to various informal lending mechanisms to pursue their entrepreneurial dreams and bolster their livelihoods. This paper examines how adults in and around the town of Nyeri, Kenya access capital from a wide variety of formal and informal sources. Several modes of borrowing are identified and reasons for choosing lenders are analysed. Collectively, this data suggests the gradual expansion and formalisation of informal lending mechanisms. This paper provides insights to entrepreneurs, lending institutions and development agencies to help develop effective business and partnership strategies that can empower enterprising individuals in impoverished communities.
{"title":"Are we formal yet? The evolving role of informal lending mechanisms to support entrepreneurship and poverty alleviation in central Kenya","authors":"Ashley Francis, A. Nassar, Khanjan Mehta","doi":"10.1504/IJSEI.2013.054152","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.054152","url":null,"abstract":"Entrepreneurship has substantially contributed to the economic growth of Kenya. However, multitudes of the country’s poor have yet to experience the benefits of this growth due to limited access to capital. Microfinance institutions exist in central Kenya but serve the needs of only a handful of entrepreneurs that want to engage in small businesses. Consequently, many Kenyans turn to various informal lending mechanisms to pursue their entrepreneurial dreams and bolster their livelihoods. This paper examines how adults in and around the town of Nyeri, Kenya access capital from a wide variety of formal and informal sources. Several modes of borrowing are identified and reasons for choosing lenders are analysed. Collectively, this data suggests the gradual expansion and formalisation of informal lending mechanisms. This paper provides insights to entrepreneurs, lending institutions and development agencies to help develop effective business and partnership strategies that can empower enterprising individuals in impoverished communities.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125876704","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-05-28DOI: 10.1504/IJSEI.2013.054160
M. Saeed, Aysha Karamat Baig
The purpose of this paper is to conceptually demonstrate Islamic Shari’ah compliance in conventional marketing. We build upon two strands of literature. The first belongs to Islamic economics, Islamic business ethics, Islamic banking and finance, consumer rights, and conventional marketing, and the second focuses on Islamic Shari’ah. The lack of extensive research on Islamic marketing makes the profundity of argument limited to a certain extent. Islamic teachings are civilised, good and absolute for all time. Marketing products should be lawful, prices should be fair, and the objective should be to generate reasonable and just profit on sales. Islam does not bear intervention in the market system by hoarding, adulterating, short measuring or other forms of exploitation. This paper attempts to exclusively discuss the concept of Islamic Shari’ah marketing tactics: differentiation, marketing mix, and selling in detail.
{"title":"Islamic Shari’ah-compliant marketing","authors":"M. Saeed, Aysha Karamat Baig","doi":"10.1504/IJSEI.2013.054160","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.054160","url":null,"abstract":"The purpose of this paper is to conceptually demonstrate Islamic Shari’ah compliance in conventional marketing. We build upon two strands of literature. The first belongs to Islamic economics, Islamic business ethics, Islamic banking and finance, consumer rights, and conventional marketing, and the second focuses on Islamic Shari’ah. The lack of extensive research on Islamic marketing makes the profundity of argument limited to a certain extent. Islamic teachings are civilised, good and absolute for all time. Marketing products should be lawful, prices should be fair, and the objective should be to generate reasonable and just profit on sales. Islam does not bear intervention in the market system by hoarding, adulterating, short measuring or other forms of exploitation. This paper attempts to exclusively discuss the concept of Islamic Shari’ah marketing tactics: differentiation, marketing mix, and selling in detail.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"119 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115629798","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-05-28DOI: 10.1504/IJSEI.2013.054157
M. O’Shea, A. Alonso
To what extent do organisations directly invest in social capital and corporate social responsibility (CSR) initiatives that are not necessarily aligned with their primary corporate strategy? Expanding from the social capital and CSR literature, this study examines the involvement of Penrith Panthers, a National Rugby League (NRL) organisation, in enhancing social capital through CSR initiatives. From the more common strategy of linking with the community through fundraising and donations, the club is operationalising its role in education, health, wellbeing and programmes aimed at assisting the local community. The findings illuminate how and why this professional sports organisation is connecting with and contributing to their local and surrounding communities. In response to consumer demand, professional sport organisations increasingly see themselves as more than commercial entities principally interested in financial returns. Sport organisations have the capacity to be key vehicles for human enrichme...
{"title":"‘Panthers on the prowl’ community development foundation: the case of a professional sports organisation’s hands-on involvement with community centred initiatives","authors":"M. O’Shea, A. Alonso","doi":"10.1504/IJSEI.2013.054157","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.054157","url":null,"abstract":"To what extent do organisations directly invest in social capital and corporate social responsibility (CSR) initiatives that are not necessarily aligned with their primary corporate strategy? Expanding from the social capital and CSR literature, this study examines the involvement of Penrith Panthers, a National Rugby League (NRL) organisation, in enhancing social capital through CSR initiatives. From the more common strategy of linking with the community through fundraising and donations, the club is operationalising its role in education, health, wellbeing and programmes aimed at assisting the local community. The findings illuminate how and why this professional sports organisation is connecting with and contributing to their local and surrounding communities. In response to consumer demand, professional sport organisations increasingly see themselves as more than commercial entities principally interested in financial returns. Sport organisations have the capacity to be key vehicles for human enrichme...","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"104 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134162870","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-05-28DOI: 10.1504/IJSEI.2013.054161
A. Alonso, M. O’Shea
The contemporary literature on corporate social responsibility (CSR), corporate philanthropy, and similar areas related to organisations’ involvement with social causes has emphasised the importance of this phenomenon from an organisational perspective. To date, however, knowledge from the ‘demand side’ or perspective of fans and other stakeholders remains under-researched. The present case study addresses this dimension, examining the case of an Australian professional sport organisation. The findings demonstrate strong agreement among respondents, particularly concerning the organisation’s engagement with the community and community orientated causes, and in promoting the sport and the club. Many comments also highlight the need for the club to instil a culture that nurtures future generations of fans. While today the notion of ‘giving back to the community’ has gained in momentum in different environments, practical and symbolic ways to connect with the community appear to be equally valued as financial or other material contributions.
{"title":"Stakeholder perceptions of a professional sport organisation's community initiatives: an exploratory case study","authors":"A. Alonso, M. O’Shea","doi":"10.1504/IJSEI.2013.054161","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.054161","url":null,"abstract":"The contemporary literature on corporate social responsibility (CSR), corporate philanthropy, and similar areas related to organisations’ involvement with social causes has emphasised the importance of this phenomenon from an organisational perspective. To date, however, knowledge from the ‘demand side’ or perspective of fans and other stakeholders remains under-researched. The present case study addresses this dimension, examining the case of an Australian professional sport organisation. The findings demonstrate strong agreement among respondents, particularly concerning the organisation’s engagement with the community and community orientated causes, and in promoting the sport and the club. Many comments also highlight the need for the club to instil a culture that nurtures future generations of fans. While today the notion of ‘giving back to the community’ has gained in momentum in different environments, practical and symbolic ways to connect with the community appear to be equally valued as financial or other material contributions.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131020836","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2013-05-28DOI: 10.1504/IJSEI.2013.054159
S. Shahzad
This study investigates factors of internal and external customer satisfaction and explains the causal relationship between internal and external customer satisfaction in Islamic banking sector of Pakistan in comparative way between Islamic and conventional banks offering Islamic banking services. 560 usable responses were collected from internal and external customers by visiting 50 Islamic branches of both type of banks, conventional and Islamic, in three major cities of Pakistan (Karachi, Lahore and Multan). Principle component factor analysis and linear regression analysis were carried out to analyse responses. Internal customer satisfaction is explained by four factors (Islamic work ethics, salary, management commitment and workability), external customer satisfaction is explained by four factors (responsiveness, empathy, cost of products and services and tangibility). Regression analysis indicated that internal customer satisfaction has significant positive influence on external customer satisfaction in Islamic branches of full fledge Islamic banks and conventional banks. Both types of bank should satisfy internal customers (bank employees) to enhance market share and to satisfy external customers. Satisfied employees (internal customers) will be source of satisfactory level of service experience of external customers in both type of banks and more customers will be attracted toward Islamic banking services.
{"title":"Methodological orientation of service quality: development of integrated framework of internal/external customer satisfaction for Islamic banking in Pakistan","authors":"S. Shahzad","doi":"10.1504/IJSEI.2013.054159","DOIUrl":"https://doi.org/10.1504/IJSEI.2013.054159","url":null,"abstract":"This study investigates factors of internal and external customer satisfaction and explains the causal relationship between internal and external customer satisfaction in Islamic banking sector of Pakistan in comparative way between Islamic and conventional banks offering Islamic banking services. 560 usable responses were collected from internal and external customers by visiting 50 Islamic branches of both type of banks, conventional and Islamic, in three major cities of Pakistan (Karachi, Lahore and Multan). Principle component factor analysis and linear regression analysis were carried out to analyse responses. Internal customer satisfaction is explained by four factors (Islamic work ethics, salary, management commitment and workability), external customer satisfaction is explained by four factors (responsiveness, empathy, cost of products and services and tangibility). Regression analysis indicated that internal customer satisfaction has significant positive influence on external customer satisfaction in Islamic branches of full fledge Islamic banks and conventional banks. Both types of bank should satisfy internal customers (bank employees) to enhance market share and to satisfy external customers. Satisfied employees (internal customers) will be source of satisfactory level of service experience of external customers in both type of banks and more customers will be attracted toward Islamic banking services.","PeriodicalId":187252,"journal":{"name":"International Journal of Social Entrepreneurship and Innovation","volume":"13 13","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114052437","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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