PurposeThe present paper is an attempt to provide a holistic approach of the Greek banking sector and how it operates.Design/methodology/approachA survey was carried out in the banking sector of Greece in order to gather information regarding customer satisfaction and loyalty, while the financial data of the banks were attained from their annual financial statements. Structural equation modelling was used to test the hypotheses.FindingsIt has been found that neither customer satisfaction nor loyalty has a significant impact on the financial performance of banks, while the remaining factors have indicated unprecedented results.Research limitations/implicationsThe main limitation of the study is the economic environment of Greece and the general crisis of the banking sector.Practical implicationsThe study provides an insight into the Greek banking sector and the interrelationships among the investigated factors, and how customer satisfaction and loyalty could be enhanced through the remaining factors.Originality/valueA new factor, the economics factor, was created and included in the study. Moreover, the tangibles factor was tested as an individual and not as part of service quality. Additionally, the present study is among the few that have incorporated customer satisfaction, loyalty and the financial performance of banks. To take it one step further, some more factors were included to present a more holistic approach of how customer satisfaction and loyalty are enhanced.

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The present study aims to investigate the impact of organizational capabilities in the successful implementation of e-business. More specifically, the study proposes a three-dimensional conceptual framework, including "organizational learning capabilities", "knowledge management capabilities" and "organizational readiness". Such a multidimensional approach has randomly been explored in the existing literature, making the examination of the proposed conceptual framework an interesting research topic. Design/methodology/approach -The proposed conceptual framework was tested on a sample of Greek companies with an online involvement. Information System executives were used as key respondents. The final sample consisted of 213 companies. The reliability and the validity of the newly developed questionnaire were thoroughly examined. Empirical data were analyzed using the "structural equation modeling" technique. Findings -The results of the study reveal that "training availability", "knowledge level" and "knowledge sharing" are the most significant factors for successfully implementing e-business. Moreover, "firm size" seems to be another important determinant. On the other hand, "technical expertise", "knowledge accumulation" and "knowledge application" were not found to have a statistically significant impact on the implementation of e-business. Research limitations/implications -A limitation stemming from the implemented methodology is the use of self-report scales to measure the constructs of the proposed model. Moreover, the present paper lacks a longitudinal approach, as it is cross-sectional and provides a static picture of e-business implementation. Practical implications -The paper makes an analytical effort to point out areas that companies should emphasize to successfully implement e-business and, therefore, harvest its potential benefits. Certain practical implications are offered in the final part of the paper. Originality/value -The paper proposes an enhanced conceptual framework that examines vital issues concerning the successful implementation of e-business, thus providing valuable outcomes for decision-makers and academics. Moreover, the results of the stud...

The frequently observed positive impact of adopting risk management strategies on projects’ overall outcome has led many software development organizations to appreciate its significant role in the pursuit of cost reduction, schedule overruns decrease and, generally, improved performance. In line with this issue, this study investigates a wide range of relevant literature, proposes a new conceptual framework for managing risk in software development projects, introduces new conceptual factors, brings out their interrelation, and suggests new prospects and managerial implications for both practitioners and academics. The conceptual framework has two basic axes. Firstly, the determination of the impact of constructs such as Project Characteristics, Project Risk Management Team, Risk Identification Approaches, and Project Quality on the level of Project Risk. The majority of the items used to measure these constructs are proposed for the first time in the literature. Additionally, the assessment of the impact of Project Risk (and all of the dimensions that compose it), simultaneously with the estimation of the impact of the Residual Performance Risk on the final subjective and objective Project Performance could provide project managers with a better picture of the effectiveness and adequacy of their risk management practices

Purpose The purpose of this study is to present a systematic literature review in the research area of engagement focusing on employee and work engagement. In this respect, this study aims to focus on the definitions between employee and work engagement and their differences, as well as to identify the antecedents of the relevant body of knowledge on engagement. Design/methodology/approach A systematic literature review was conducted drawing on an evidence base of 110 articles published in three- and 4-rated journals retrieved from the Academic Journal Guide (2018) during the years 2000–2021. Findings Through a descriptive and thematic analysis of the literature, the study maps the field as a whole, identifies and categorizes relevant engagement definitions as well as individual- and organization-level antecedents. Important insights and gaps in the existing research that may be exploited for further empirical studies are also pinpointed. Originality/value The study may stimulate future research and represent a reference point for scholars interested in the topic of engagement and at the same time provide added value to human resource practitioners that prefer evidence-based management over success stories.

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Purpose-The recent advances in the technology of electronic banking have helped develop new ways of handling banking affairs, especially through online banking. Moreover, the rapid development of the internet has stimulated the banking sector towards encouraging customers to make their transactions online. The purpose of this paper is to introduce an extended technology acceptance model (TAM) model as a tool for examining the factors that have a significant impact on customers' online banking acceptance. Design/methodology/approach-The typical TAM constructs were enhanced with the variables of perceived risk and quality of the internet connection. The proposed conceptual framework of the study (extended TAM), was tested on a sample of Greek internet users. Data were analysed using the "structural equation modelling" technique. Findings-Results provide overall support for the extended TAM model and confirm its robustness in predicting customers' intention of adoption of internet banking. More specifically, results underlined the important impact of perceived usefulness, security risk and performance risk on the intention to use internet banking. On the contrary, the impact of perceived ease of use and quality of the internet connection seemed to have only an indirect effect on internet banking adoption. Practical implications-The paper makes an analytical effort in order to point out areas that banking organisations should emphasize in order to successfully implement online banking and, therefore, harvest its potential benefits. Originality/value-The paper proposes an enhanced conceptual framework (extended TAM) that examines vital issues concerning online banking acceptance, thus providing valuable outcomes for decision makers and academics. To the best of the researchers' knowledge, such an extension of the TAM model has never been examined in the relevant literature. Moreover, the results of the study may be generalised in other developed countries whose financial sector faces significant challenges (e.g. Spain, Italy, Portugal, Ireland, etc.).

PurposeOwing to the unique computing needs and different IT adoption patterns of SMEs, research findings concerning larger organisations may not be fully generalisable to offer practical assistance for the successful utilisation of computers. This paper aims to focus on factors affecting personal computer acceptance, using data from 278 employees from Greek SMEs.Design/methodology/approachAn aggregate structural model is developed, based on the technology acceptance model (TAM) and incorporating social influence, management support, perceived service quality and computer satisfaction factors, that was tested using structural equation modelling (SEM).FindingsThe results indicate that perceived ease of use is more powerful in explaining computer usage and satisfaction, whereas usefulness has a strong impact on intention. Moreover, the findings underline the importance of internal (management) and external support in achieving wider computer acceptance.Research limitations/implicationsFactors such as end‐user training, facilitating conditions, self‐efficacy and computer anxiety should be incorporated into the model for a more complete understanding of the factors that influence computer acceptance in SMEs.Practical implicationsThe results indicate the importance of ease of use and usefulness perceptions, as well as computer satisfaction. Therefore management should pay special attention to the enhancement of such positive perceptions through adequate support and encouragement.Originality/valueThis is one of the few studies in the literature to incorporate intention, actual usage and satisfaction in a single model, which is tested using data from SMEs. Overall, the final model can explain 60 per cent and 54 per cent of the variance in actual computer usage and computer satisfaction, respectively.