The study was carried with the objective of understanding the level of gap exists between expectation (excellent bank) and perception (experience bank) among the banking customer in Pakistan in the content of service quality. This study is measuring service quality by using SERVQUAL-a perceived service quality questionnaire methodology. SERVQUAL examines five dimensions of service quality, responsiveness, assurance, empathy, tangible and Reliability. For each dimension of service quality measures both the perception and expectation of the service on a scale of 1 to 7, total questions in the questionnaire are 22. Through Gap analysis Gap score is calculated by subtracting the perception score from expectation score. A negative Gap indicates that the actual service is less than what was expected and the GAP is highlighted area for improvement. Convenience sample of 250 public and private bank's account holders in Pakistan was used to collect the data. The finding of this study showed there is very huge Gap exists between excellent bank (expectation) and account holder experience (perception) bank in Pakistan with the regards of service quality. Finding of this study is help to minimize the GAP that was exist between excellent bank and account holder experience bank in Pakistan. This study used the word excellent bank because no bank in Pakistan up to the expectation of the account holders. Business and Economics Journal B us ines s a n d E cono m ic s Jo urna l
The novel Coronavirus (Covid‐19) crisis has dealt a severe blow to the global manufacturing industry. Simultaneously, it has paved the way for organizational learning and revision of its plans. It is, therefore, important to investigate organizational learning based on individual learning, as organizations only learn through individual learners. Based on the theories of action and dynamic theory of organizational knowledge creation (KC), this study proposes a serial mediation model where KC underlying mechanisms through organizational learning culture (OLC) such as acquisition of information (AOI), interpretation of information (IOI), behavioral and cognitive changes (BCC) have facilitated organizational performance (OP) during Covid‐19. Data have been collected from 610 randomly selected employees in the manufacturing firms of Pakistan. To test the study hypotheses, we used SPSS macro PROCESS (Model‐6 with three mediators). The study results suggest the serial mediation effect of IOI, BCC, and KC on the AOI–OP relationships under single‐, double‐, and triple‐loop learning viewpoints.
PurposeThe aim of this study is to investigate the serially mediating effect of knowledge management (KM) practices (namely, knowledge creation, storage and sharing) on the organizational learning (OL) and organizational performance (OP) relationships during a crisis.Design/methodology/approachBased on theories-of-action, knowledge-based and resource-based theories, this study proposed a sequential mediation model where OL underlying mechanisms through which KM practices have facilitated OP during the crisis. The sample dataset contains 440 responses collected from the managers of the software development companies in Pakistan. The authors used Hayes Process macro with SPSS to test the study hypotheses.FindingsThe results of the study reveal that knowledge creation, storage and sharing serially mediate the relationships between OL and OP. These findings strengthen the argument suggesting that OL plays the key role in KM that helps software companies to mend their performance in times of crisis.Originality/valueThis study contributes to the KM literature in two ways: (1) grounded on the study's proposed framework, organizations can improve and manage their businesses in times of crisis and (2) learn how to generate new knowledge in response to business crises.
This study is to investigate the critical success factors for Pakistani pharmaceutical firms. This study conceptualizes knowledge management, image and control as the key indicatorsof critical success factors. This study collects the data from the lower-, middle-, and top-level managers in the pharmaceutical firms in major cities of Pakistan: Lahore, Multan, Islamabad. Thisstudy performs PLS-SEM in analyzing 100 responses obtained through survey forms. Results of the study indicate that knowledge management is the element that gives rise to confession, wage, promotion and the execution of unlike objectives that increase a general exposure of the all stakeholders. It achieves a pleasurable passionate state that frequently prompts a positive organizational performance and competitive advantage. This research puts light on the gaps found in adaptation of critical success factors in Pharmaceutical industry of Pakistan as compared to the developed countries in this sector.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.