Mobile banking, M-banking or MB is one of the latest mobile technological booms that allow people to have access to their bank accounts and perform transactions anytime and anywhere. Mobile banking allows bank customers to perform banking services via their portable devices or smart phones, such as: general inquiries, account management, payment of bills, find ATM locations, transferring money and other financial banking transactions. Therefore, such technology enhanced the customer satisfaction and banking services as well; banks have now developed from the traditional branch banking services to e-services, which gives banks’ customers more flexibility and convenience to perform transactions. Nevertheless, the adoption rate of mobile banking technology is not ideal. Despite the large amounts of effort and money being invested, the adoption of electronic banking services in Jordan is not in line with what was expected, and Jordanian banking customers are still slow to adopt these technologies. As it is in the early stages of development and implementation, mobile banking-related concerns and matters have yet to be examined empirically in the Jordanian context. In addition, there is a scarcity of literature addressing customer intention and usage of mobile banking apps by Jordanian banking customers.

This study aimed to explore investment in accounting information system (AIS) in the commercial banks in Libya. It focuses on the extent and nature of AIS investment in the Libyan commercial banks, resultant changes in business processes and the significance of training and up-skilling of the workforce in delivering systems benefits. Following an initial literature review, the research reviewed AIS investment in all Libyan commercial banks and established top line profiles of nine of the thirteen existing banks (the other four being close to merger with, or acquisition by, other banks). Three banks were selected for detailed case study analysis, representing a cross-section in terms of size, staff, age profile, and ownership of the banks. Three methods were adopted to collect data - individual questionnaires with key bank personnel, semi-structured interviews and review and analysis of pertinent bank documents. The study researched and analysed the recent investment in advanced IT in the case study banks, where AIS packaged software and communications infrastructure had been implemented. The banks that use developed global systems have more efficient and effective systems than the banks that use local systems, and in general there are no adequate policies or plans in place for training and up-skilling of staff using these new systems. The study also found that investment in AIS and associated technological infrastructure had impacted on all main business processes, bringing about significant process improvement in some cases. Contributions to knowledge include a qualitative assessment of AIS in Libyan banks, which has not been done before, and the identification of some of the benefits and problems that result from major systems deployment. The study has also shown that models formulated for application in the developed world can be adapted and applied to assess information systems in a developing world commercial environment.

Against the background of growing competition in the global marketplace, understanding customers, is a significant aspect of marketing. In the search for competitive advantage, there is a need to measure service quality to better understand its antecedents and consequences, and establish methods for its improvement. In the Libyan economy, the banking sector is one of the most important. Its significance increased after the 2003 lifting of the United Nations sanction. This was followed by entry to the sector of a number of domestic and multinational firms. Despite this increased competition, domestic banks are still widely considered to suffer from low levels of service quality. The main purpose of this study is to evaluate the actual level of service quality provided by Libyan public commercial banks as perceived by their customers. A modified SERVQUAL model was developed to measure service quality in Libyan commercial public banks. The resulting instrument is intended to help these banks to measure their service quality and focus on the service quality dimensions of most importance to their customers. It also aimed to gain an understanding of cultural and environmental influences on service quality in the Libyan banking sector, and their effect on banking management practices. It is also expected that this instrument, and its results, will contribute to future research into service quality. The findings of the present study have produced some important results. Firstly, the level of service quality offered by the Libyan public commercial banks as it was perceived by their customers was relatively high. Secondly, the theoretical five-factor structure of the SERVQUAL model was not confirmed in the Libyan banking context, and the service quality structure in the Libyan context appears to be four-dimensional. Furthermore, the study offers suggestions to banking managers to allocate their resources more efficiently to the most important dimensions, i. e. reliability and tangibles, to improve service quality, since the factor analysis indicates that these are the most important dimensions to customers. Finally, reflections on the methods used to modify SERVQUAL to make it more sensitive to a particular cultural context have implications for future researchers in terms of methodology, method and data analysis.

This study re-conceptualises service quality in an Islamic context. The conceptual framework underpinning this re-conceptualization sees service quality as a process which emanates from the management of an organization and how the philosophy of this organization is operationalized in the delivery of its services. As such, frontline employees are key elements in service delivery, and contributors to the quality of the service. In the Islamic context, in areas such as service quality, banks' management should understand that the perspective of Islam requires other distinctive services to be provided in addition to functional banking services. These are not limited to the narrow view, namely providing the traditional services and being in compliance with the legal side of Islamic law. The wider meaning includes other services such as social responsibility, contribution to the development of society and the distribution of Islamic financial knowledge. With regard to employees, especially frontline employees in the area of service quality, the Islamic philosophy should mean that considering Itqan (quality is the synonym for this term) should be understood as both a functional and religious duty. Employees' dealings with customers should extend beyond the functional aspects to an approach where customers are considered as `friends'. To investigate this framework, the current research was applied to Egyptian Islamic banks. It used mixed method- interviews with frontline employees and questionnaires distributed to customers, as well as support from field notes and examination of banks' websites. Egyptian Islamic banks, including their employees failed to understand, embody or practice the Islamic perspective on service quality. In the case of management, the failure was evident in issues such as an imbalance between providing functional and distinctive Islamic services. Customers' views were positive about the functional aspects of services and the legal side of financial transactions, but their views on the distinctive Islamic services were negative. Although employees confirmed that quality has Islamic roots represented in the term of Itqan (quality is the synonym for this term) as an inherent duty, the practice of this concept was not apparent to customers. To re-conceptualise service quality in the Islamic context, Islamic banks, including their employees should understand that customer praxis, the process by which the Islamic perspective on service quality is translated into action, was the most important dimension from the customer perspective. The instrument suggested to measure service quality generally and apart from the Islamic context, should be a customized scale that is context, country, industry and religion specific at a particular time.

This thesis analyses the resolution made by the Shariah Advisory Council of the Malaysian Securities Commission (SAC) which resolves that the crude palm oil futures contract is permissible. This resolution is controversial as it collides with the resolutions of other mainstream or internationally represented organisations of Shari'ah scholars. These mainstream resolutions rule that the commodity futures contract transgresses Sharf'ah principles. However, the SAC contends that it is permissible on the principle of public interest (ma#a~ah) and on the notion that trading regulations have overcome Sharf'ah prohibitions; namely, that of gharar (uncertainty) and maysir (gambling). The focus of this thesis is thus to analyse the adequacy of the SAC resolution in terms of its coherence with the real trading of the crude palm oil futures contract as well as the adequacy of the crude palm oil futures legal framework in overcoming Sharf' ah prohibitions. This is an area which has not been given adequate attention in the current literature. Apart from the liteniture on the legality of the commodity futures contract, this thesis examines the legal framework of the Malaysian commodity futures market as well as the American and European markets. To compliment this research, non-structured interviews and discussions have been undertaken. In the final analysis, the data gathered from the interviews and discussions, as well as the relevant literature, evidences that the SAC resolution is not coherent with real trading and that the elements of gharar and maysir have not been eliminated by the trading regulations. Additionally, the analysis finds that, contrary to the argument of its proponents, the commodity futures market has failed to represent its purpose as a risk management tool as well as a price discovery tool. In summation, an inadequate resolution would inevitably undermine the SAC's, position as Malaysia's sole Islamic capital market's Sharf'ah advisor, and Malaysia's reputation as the international Islamic capital market hub.

The thesis describes an exploration and analysis of the nature of strategic decision-making processes (SDMP) in Libyan Commercial Banks. The role of 'rationality‘, 'intuition‘ and 'political behaviour‘ in five strategic decisions of very high importance were explored in this study, by conducting sixteen face-to-face interviews with senior decision-makers, all closely involved with the decisions, from three commercial banks. Other observations of SDM behaviour and documentary information were also recorded. Field work enabled analysis and interpretation of the perceived influence of `decision importance` on the process, as well as an exploration of the three key influencing factors on the SDMP. Consistent findings for the nature of the process were found for all five decisions. Rationality was a key factor of the process. Considerable efforts were made by key staff to gather and analyse information, discuss issues, as well as engage consultants and seek advice from Commercial Banks outside Libya. This finding appeared to reflect the high importance of the decisions coupled with the inexperience of the senior management group. This lead to some anxiety and, as a consequence, risk-reducing activities. The SDs were based on analysis, advice and past experience, rather than on personal judgement. None of the banks exhibited strong political or intuitive behaviour in their DMPs. Instead there was constructive consultation in making decisions. DM was driven by clear decision motives, the importance attached to the decision, and a committed effort to minimize uncertainty and risk. Other factors considered were that the decisions were financially rewarding, delivered customer satisfaction and employee welfare, as well as being socially acceptable. Analysis of the data has enabled the development of a model which is consistent with an interpretation that places 'anxiety‘ in the senior management group as the dominant factor driving the adoption of a rational approach to DM, with low intuitive or political activity. Anxiety is derived from the crucial importance of the decision, the relative inexperience of the senior management group, and some policy pressure from the Central Bank of Libya to change and modernize banking methods. The availability of resources and time to the senior group, in a generally munificent environment, also made it feasible for senior staff to adopt rational methods of analysis for DM, and as a consequence reduce their degree of anxiety.

Small and medium enterprises (SMEs) play a vital role in the growth of the economy and have become a major concern for government and policy makers in developed, as well as in developing countries. Given the stated importance of SMEs in generating economic growth in Kuwait, it is essential that SMEs have access to sources of finance. However, access to finance is one of the major constraints to SME development, and is frequently mentioned in the entrepreneurship literature. This study aims to evaluate how Islamic financial institutions can support SMEs in Kuwait. The study adopts a qualitative approach that was articulated through a case study design. The case here is the phenomenon of SME financing as enacted by two organisational forms. This research uses two comparative cases; the cases are formed around the nature of the financing organisations in Kuwait and the interaction of SME owners with these organisations. Twenty face-to-face semi-structured interviews were conducted with members of three different groups: SME owner-managers, managers of financial institutions, and Sharia board members to explore their opinions and perceptions with regard to the role of Islamic finance for SMEs. The main findings indicate that, in Kuwait, access to finance remains a principal challenge for SMEs. Furthermore, collateral is one of the main problems they face when obtaining finance from Islamic banks. The findings suggested that without government support, the banks would not be able to finance SMEs, and therefore, specialised SME finance institutions were more compatible than other Islamic banks with small and medium enterprises. In addition, the study showed that Islamic finance instruments were more suitable than commercial instruments. It also showed that integrating zakat, charity, waqf, and qard hassan would be helpful to the SME sector in Kuwait. The findings add to the understanding of the role of Islamic finance and contribute to knowledge about SME development, using Islamic finance methods, in Kuwait. This could encourage the government to adopt related policies in order to improve access to finance for SMEs.

The market conditions in the banking sector, the corporate governance structure of banks, and the financial accounting practices have been highlighted among the key causes of the global financial crisis of 2007-2010. In this thesis, I analyse the ‘dark side' of competition by casting the spotlight on the relationship between competition, corporate governance, financial stability, and financial misreporting. I also bring corporate governance into the fray by analysing its link to financial misreporting. Probing the interplay between banking sector competition, corporate governance, financial stability and financial misreporting provides a fantastic setting to tap into and provide unique insights across the accounting, banking and finance domains. In putting together this piece of work, I extracted data from sources including Bankscope, Compustat, SEC enforcement releases and the World Bank Doing Business survey among others. In the 1st chapter, I regress financial stability proxies against various competition/concentration proxies using the GMM estimator with an instrumental variable technique to address potential endogeneity. In the 2nd chapter I use difference-in-difference analysis to analyse how changes in the competitive landscape in the US financial services industry instigated by the financial crisis as an exogenous factor led to an increase in misreporting incidences. The 4th chapter is an evaluation of how five corporate governance dimensions impacted on financial misreporting in US commercial banks subject to SEC enforcement actions from 2000 to 2016. I uncover strong evidence to support the competition-fragility view, without yet being able to disprove the competition-stability view. My results suggest that greater banking competition yields riskier loan portfolios, but this increased risk is more than offset by banks holding higher capital and liquidity thresholds. I also study the link between competition and incidences of financial misreporting in the US financial services industry and the results suggest a significantly positive association between competition and financial misreporting. Furthermore, there is evidence that an exogenous increase in competition because of the financial crisis also fuelled financial misreporting incidences in the financial services industry. I then investigate the impact of corporate governance on financial misreporting in US commercial banks subject to SEC enforcement actions. My results are mixed across the five corporate governance dimensions utilised for this study. Consistent with the ‘agency cost' hypothesis, I find a negative association between board size and financial misreporting, yet CEO power asserts a positive association with financial misreporting in violation of both the ‘stewardship' and ‘entrenchment' hypotheses. The equity-based portion of executive compensation is negatively related with misreporting, whereas there is a positive association between the cash-based portion and misreporting. My research not only contributes to literature on competition, market power, bank risk, financial stability, corporate governance, and financial misreporting; but also provide several practical and theoretical implications for regulators, academics, governments and policymakers on the effective and efficient regulation of the governance and competitive landscapes in financial services. I specifically shine the spotlight on emerging literature on the pervasive effects (dark side) of competition from a purely financial services perspective and within the context of the global financial crisis of 2007-2010.

Syndicated loans are a common debt financing format for large corporations in general. For those situated in Germany—with its bank-based financial system—such loans play a vital role. Given the multibillion volumes raised annually, the pricing of syndicated loans is economically significant, with its levels, structure, and determination having attracted the interest of researchers around the world. A critical review of the existing worldwide literature of syndicated loan pricing revealed notable gaps, including an almost complete absence of studies on the German corporate market. The overall research aim was to address this gap by exploring and analysing the “hidden drivers” of banks’ pricing of syndicated loans to German corporate borrowers, thereby developing an enriched understanding of the elements and determinants of pricing and its underlying processes and decisions. Adopting a pragmatist research paradigm, I chose a sequential mixed-methods approach, with a limited quantitative analysis preceding an extensive qualitative study. The first stage of the research was designed to evaluate the availability of reliable quantitative pricing data in the public domain—this being the main data source for the clear majority of extant studies. I found the availability and quality of pricing data for the German corporate market to be extremely limited, particularly in comparison to that available relating to the U.S. market. There was clearly much that remained unexplained; hence, primary research was required to illuminate syndicated loan pricing and the decision processes that contribute to it. The main element of the qualitative study was a series of semi-structured, in-depth interviews with a sample of bank lending professionals and key informants. The purpose of these interviews was to explore the complex realities of syndicated lending through the eyes and experiences of the people involved and to interpret the socially constructed phenomena surrounding the pricing of German corporate syndicated loans. The study succeeded in revealing and substantiating important and to date hidden phenomena concerning numerous dimensions of syndicated lending in general and pricing in particular. An explanation was developed for the relative opacity of the German corporate syndicated loan market. The study enabled significant enhancements to the understanding of the concept of pricing and its complex and interwoven elements. More broadly, a new and richer perspective was developed of syndicated lending as a behavioural phenomenon, involving a complex interplay of relationships and strategies, and involving individuals and departments within banks, between banks as members of the syndicate, and between lenders and borrowers. The insights gained informed the development of a comprehensive model of the pricing elements of syndicated lending and their determinants. This research is the first to conduct and produce an in-depth study of the internal workings of syndicated corporate lending in the German market and a study that does not rely on secondary data that are at best incomplete. It has resulted in many rich and original insights and a conceptualisation of syndicated lending that differs radically from the classical understanding of lender-borrower relationships as founded on theories of asymmetric information. The research presented here, therefore, makes significant contributions to the literature, in helping to close notable gaps in the banking and financial intermediation literature.