Identifying the effective banking service delivery process design strategy in developing economies (the case of Jordan)

Yazan Khalid Abed-Allah Migdadi

International Journal of Services and Operations Management, 2012, vol. 11, issue 4, 428-448

Abstract: The aim of this study is to identify the effective banking service delivery process design strategy during the period 1999 to 2008. Fifteen local banks in Jordan were surveyed by using three questionnaires, one of them directed to branch managers, another to tellers and last one to front office credit employees. This study revealed that the majority of process design actions made were related to information system, however, the significant capabilities were related to reducing account transaction time, reducing account transaction cost, improving tellers' productivity, reducing loan approval time, and reducing loan approval cost. The relative impact of information system actions on account transaction time and loan approval time is significantly more than reducing number of process steps. The banks in Jordan and other developing countries can focus now on more effective aspects of process design rather than investing in less effective actions. No previous study reported in-depth the banking service delivery process, so this paper is the first paper that reports this issue in developing economies.

Keywords: banking services; process design; developing economies; Jordan; banks; delivery processes; design strategies; branch managers; bank tellers; front office employees; credit employees; information systems; significant capabilities; bank accounts; cost reduction; account transactions; transaction costs; staff productivity; time; loan approvals; loans; process steps; developing countries; services management; operations management. (search for similar items in EconPapers)
Date: 2012
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