Skip to main content

Research Repository

Advanced Search

Employee empowerment and customer satisfaction: an investigation from a UAE banking-sector perspective. (2019)
Thesis
SHEDID, M. 2019. Employee empowerment and customer satisfaction: an investigation from a UAE banking-sector perspective. Robert Gordon University [online], PhD thesis. Available from: https://openair.rgu.ac.uk

This study explores the relationship between the empowerment of front-line employees and service quality (in terms of customer satisfaction) in the United Arab Emirates (UAE) banking industry. The UAE banking industry is a sector in which minimal res... Read More about Employee empowerment and customer satisfaction: an investigation from a UAE banking-sector perspective..

Technology innovation management in the Nigerian banking industry: integrating stakeholders' perspectives, an exploration of strategy and policy implications. (2017)
Thesis
SOKARI, I.E. 2017. Technology innovation management in the Nigerian banking industry: integrating stakeholders' perspectives, an exploration of strategy and policy implications. Robert Gordon University, PhD thesis.

Technology innovation is one of the defining attributes of the 21st century. The banking sector amongst other key sectors has embraced the use of new technologies to offer electronic banking (e-banking) services. E-banking has been introduced in vari... Read More about Technology innovation management in the Nigerian banking industry: integrating stakeholders' perspectives, an exploration of strategy and policy implications..

The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry. (2016)
Thesis
OMOGE, A.P. 2016. The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry. Robert Gordon University, PhD thesis.

Ample evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage t... Read More about The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry..

Globalising employee engagement: myths and reality; a Middle East perspective. (2013)
Thesis
ELEWA, T.F. 2013. Globalising employee engagement: myths and reality; a Middle East perspective. Robert Gordon University, DBA thesis.

The purpose of this research was to investigate if selected cultural and national aspects had an effect on employee engagement drivers. Another aim was to find out if applying global engagement tools in different cultures would provide an accurate en... Read More about Globalising employee engagement: myths and reality; a Middle East perspective..

Change and consolidation in the Nigerian banking industry: an exploration of two key Central Bank of Nigeria objectives. (2012)
Thesis
OKAFOR, C.E. 2012. Change and consolidation in the Nigerian banking industry: an exploration of two key Central Bank of Nigeria objectives. Robert Gordon University, DBA thesis.

In an attempt to correct economic shortfalls, authorities in Nigeria deployed consolidation as the main policy instrument in the 2004-2006 reform of the banking industry. The Central Bank of Nigeria drew lessons from similar challenges faced by Malay... Read More about Change and consolidation in the Nigerian banking industry: an exploration of two key Central Bank of Nigeria objectives..