Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

The Internet revolution has led to the advancement of online business all over the world. The environmental, social, and economic aspects are significant to the e-commerce sector, on both the retailer and consumer sides. It cannot be over-emphasized how important the sustainability of e-commerce in all three dimensions is. E-commerce will allow consumers to shop online easily, at any hour of the day, using secure payment systems; furthermore, trust in retailers’ websites is of paramount importance to consumers. This calls our attention to the gap in previous studies, and consequently, the purpose of this study is to fill the gap, to ensure sustainable e-commerce in three dimensions; environmental, social, and economic. The question and aim under investigation are: How to integrate three dimensions into e-commerce to ensure that sustainability is achieved now and for future generations, while thriving as an industry? Collaboration is required, and all stakeholders in the virtual market must take appropriate responsibility. The methodology adopted is a review of previous studies done on each individual dimension of sustainability, since no joint studies have been carried out and integrated into the same literature framework. Furthermore, a case study involving companies in Kenya and Jordan is used in order to collect empirical data. The findings of the study show that: First, integration is essential for the sustainability of e-commerce in its three dimensions; second, trade-offs must be taken in the various dimensions in order for companies to realize sustainable e-commerce. This will go in hand with the realization of the maximum benefits of integrating the three dimensions in e-commerce to make it more sustainable. In conclusion, by applying these aspects of sustainability in e-commerce, it is clear that everyone wins. This is achieved by improving and safeguarding the quality of life by protecting the environment, preserving natural resources, and maintaining and sustaining the economy. The implications of the study are that, in order to make e-commerce more sustainable, to make decisions and take action, social/environmental/economic aspects must be considered as a fundamental element, and must be treated as a group and not separately as in previous studies. In this way, we can realize greater benefits, not only in online business sustainability, but also in policy-making and environmental protection, while companies will create economic value as well as avoiding labor unrest.

The aim of this paper is to use a recently developed framework of supply chain integration (SCI) to examine the influence of a set of relationships between SCI and internal control on financial performance in the Jordanian banking sector. SCI consists of external integration and internal integration. External integration includes customer integration and supplier integration. This study utilizes survey data from 249 employees in the Jordanian banking sector and tests the research framework and hypotheses using exploratory factor analysis. The impact of supply chain internal and external integration and internal control significantly affected financial performance. The impact of the examined factors on financial performance is as follows, in decreasing order: internal integration, supplier integration, customer integration, and internal control. This study’s contribution to supply chain management is in its integration of SCI and internal control variables to propose a practical framework for the banks to use, and its development of a measurement tool for managers to determine the effects of internal and external integration and internal control on financial performance.

In the context of an unstable business environment, companies should be looking for a mechanism to deal with uncertainty. Flexibility maybe one of those mechanisms which can help company to cope with instability in the best way possible. As one of the basic types of flexibility, operational flexibility has become an essential capability which an organization seeks to acquire because it enables companies to respond quickly and effectively to dynamic environments, and as a result, improve firm performance. The aim of this study is to investigate the relationship between operational flexibility and firm performance. The sample consists of 90 industrial companies in Jordan, and the questionnaire has been developed for and distributed to senior managers and managers in operations, product development, financial and marketing departments. Descriptive analysis was also correlated and regression techniques used to obtain the results. Our field study showed that operational flexibility positively affects both the operational and the financial performance of small and medium industrial companies in Jordan. More specifically, volume flexibility as a type of operational flexibility does not affect the performance of these companies in Jordan, but both mix flexibility and new product flexibility positively affect the operational and financial performance of these companies.

This paper examines the impact of supply chain integration on organizational performance in Jordanian banking sector. Supply chain integration is divided into two categories: customer and internal integration. Organizational performance comprises of the following perspectives: customers, internal processes, organizational capacity and stewardship. The results demonstrate that supply chain integration is significantly related to organizational performance. Evidence of the improved organisational performance is also provided in the feedback from some of the surveyed banks. Internal integration impacts all four organizational performance dimensions; however, customer integration has impact only on customer perspective. The results suggest that improved customer involvement could help develop the banks' performance. Primary data was collected by using a questionnaire at Jordanian banks. The research model was tested using data from the sample (n=112) of nine banks in Jordan. The data was analysed by means of exploratory factor analysis. The results of the multiple regression analysis show that supply chain integration effects significantly organizational performance.

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Businesses have to change their traditional methods to reduce the unfavourable processes of climate change and at the same time, sustainable business performance is also a basic requirement. The aim of this paper is to investigate the relationship between green practices, cooperation and innovation on the performance of supply chains. Meta-analysis of 35 publications was conducted to explore the relationship between the factors. We found a strong relationship between green practices and performance, and a moderate association between cooperation and performance and between innovation and performance, and these SCM factors are interrelated. For supply chain management, the use of green supply chain practice is strongly recommended, as

This study describes a pickup and delivery vehicle routing problem, considering time windows in reality. The problem of tractor truck routes is formulated by a mixed integer programming model. Besides this, three algorithms - a guided local search, a tabu search, and simulated annealing - are proposed as solutions. The aims of our study are to optimize the number of internal tractor trucks used, and create optimal routes in order to minimize total logistics costs, including the fixed and variable costs of an internal vehicle group and the renting cost of external vehicles. Besides, our study also evaluates both the quality of solutions and the time to find optimal solutions to select the best suitable algorithm for the real problem mentioned above. A novel mathematical model is formulated by OR tools for Python. Compared to the current solution, our results reduced total costs by 18%, increased the proportion of orders completed by internal vehicles (84%), and the proportion of orders delivered on time (100%). Our study provides a mathematical model with time constraints and large job volumes for a complex distribution network in reality. The proposed mathematical model provides effective solutions for making decisions at logistics companies. Furthermore, our study emphasizes that simulated annealing is a more suitable algorithm than the two others for this vehicle routing problem.