JOURNAL PAPER

Dewan Niamul Karim; & Muhammad Abdul Baset, Impact of TQM Practices on Organizational Performance in Service Sector: A Literature Review, The Jahangirnagar Journal of Finance & Banking, 3, 1, pp.133-142, 2015.

Abstract: After the significant success of TQM in improving organizational performance, there has been an increased acceptance and use of TQM in the service sector during the last decade as service quality is an important factor for growth, survival and success. Interest in service quality has increased in recent years, with a growing literature applying TQM concepts in the service sector. This paper examines the TQM elements and how they affect organizational performance in the service sector through an extensive literature review. This paper focuses on the seven TQM elements: (1) Top management’s commitment to quality, (2) Employee involvement, (3) Customer focus, (4) Fact-based management, (5) Incentive and recognition system process, (6) Monitoring and control, (7) Continuous improvement. It has been found that all the elements of TQM are positively correlated with organizational performance in the service sector. TQM practices significantly improve productivity and quality, customer loyalty and relations, customer satisfaction, service quality, quality performance, on-time delivery, knowledge management and organizational competitiveness. TQM also leads to superior financial and stock price performance in the service sector.

Key Words: TQM, Organizational Performance, Service Sector

Dewan Niamul Karim; & Muhammad Abdul Baset, PERCEIVED SERVICE QUALITY AS A MEDIATOR IN THE RELATIONSHIP BETWEEN SERVICESCAPE AND CUSTOMER LOYALTY: A THEORITICAL REVIEW, The Jahangirnagar Journal of Business Studies, 6, 1, pp.31-40, 2016.

Abstract: The purpose of this paper is to examine the relationship between servicescape and customer loyalty with the mediating effect of perceived service quality. Enhancing customer loyalty is of paramount importance for the survival and success of any organization. In particular, customer loyalty is more crucial for the service sector as it is primarily customer-centred. The service sector in Bangladesh has made remarkable expansion in recent years. For being successful in the intensively competitive environment, this sector must concentrate on different mechanisms in order to foster customer loyalty and retention. Relying on the reviews of prior studies, a research framework is proposed with the aim of enhancing the understanding of the antecedents of customer loyalty in the service sector of Bangladesh. Future research should validate and examine the predictive power of the proposed research framework.

Key Words: Servicescape, Service Quality, Customer Loyalty, and Service Sector

Muhammad Abdul Baset; & Dewan Niamul Karim, The Effect of Total Quality Management on Customer Loyalty with the Mediating Role of Perceived Service Quality: A Theoretical Review, Jahangirnagar University Journal of Management Research, 1, 1, pp.1-14, 2018.

Abstract: The objective of this paper is to develop an understanding of the effect of

perceived service quality as a mediator in the relationship between total quality

management and customer loyalty. The significance of enhancing customer loyalty is

gradually increasing for the survival and success of any organization, particularly service

organizations for being primarily customer-centred. The service sector has made notable

growth in recent years. Therefore, service firms need to have a better understanding of the

process of enhancing customer loyalty for developing and obtaining a sustainable

competitive advantage. For being effective in the growing competitive environment, this

sector must focus on different mechanisms in order to foster customer loyalty. Depending

on the extensive literature review, a conceptual research framework is suggested for the

purpose of enriching the understanding of the antecedents of customer loyalty in the

service sector. Further empirical studies should validate and test the proposed research

framework.

Key Words: Total Quality Management, Service Quality, Customer Loyalty, and Service Sector

Dewan Niamul Karim; Muhammad Abdul Baset & Md. Mizanur Rahman, The Effect of Perceived Organizational Support on Intention to Stay: The Mediating Role of Job Involvement, The Jahangirnagar Journal of Business Studies, 8, 1, pp.21-30, 2019.

Abstract

The competitiveness and success of organizations are increasingly relying on their

ability to retain skilled and knowledgeable employees on a long-term basis. This is

more inevitable for the banking sector due to severe competitive business environment.

Literature shows that perceived organizational support (POS) plays a vital role in

shaping the employees’ feelings and intention to stay (ITS) in the organization.

However, little research attention has been paid on the mediating mechanism between

POS and ITS. Thus, the study proposes job involvement as a mediator in the aforesaid

relation. The research model is assessed using the partial least squares structural equation

modeling (PLS-SEM) approach on the data from a sample of 105 bankers serving in the

private commercial banks in Bangladesh. The results of the study suggest that POS has

a direct effect on employees’ ITS. Moreover, POS promotes employees’ ITS through

improving their job involvement. This study indicates that organizations should

concentrate more on promoting POS in order to enhance employees’ job involvement

and ITS.

Key Terms: Perceived Organizational Support, Job Involvement, and Intention to Stay.

Muhammad Abdul Baset; Dewan Niamul Karim & Kanis Fatema, The Mediating Effect of Corporate Code of Ethics on the Relationship between Organizational Culture and Business Ethics: An Empirical Study on Telecommunication Industry in Bangladesh, Jahangirnagar University Journal of Management Research, 2, 1, pp.1-20, 2019.

Abstract: The effectiveness and image of organizations are becoming dependent on how successfully the organizations build and maintain positive attitudes, beliefs, and psychology of the people on a long-term basis. In this regard, business ethics is increasingly turning into a central concern of today’s socially responsible business organizations. Organizations are gradually getting interested in cultivating ethical business practices due to its enormous positive consequences. Literature shows that organizational culture (OC) plays a vital role in shaping ethical business practices in organizations. However, very little research attention has been paid to the mediating mechanism between OC and BE. Thus, the study aims to examine the mediating effect of the corporate code of ethics (CCoE) in the relationship between organizational culture (OC) and business ethics (BE) in the context of the telecommunication industry in Bangladesh. Business ethics is obvious for the telecommunication industry for keeping up their goodwill and image to compete in the competitive business environment. In this concern, the ethical business practice of a firm plays a vital role in not only creating goodwill but also obtaining and sustaining a competitive advantage. The study assesses the research model using the statistical software SPSS (Statistical Package for Social Science) 25.0 version on the data from a sample of 127 employees from 5 mobile telecommunication firms in Bangladesh. It is found that OC significantly shapes BE. Moreover, the corporate code of ethics successfully mediates the effect of OC on BE. The findings imply that greater concentration should be given to promoting a strong OC and corporate code of ethics for cultivating BE in the firms.

Key words: Organizational Culture, Corporate Code of Ethics, and Business Ethics.

Dewan Niamul Karim; Muhammad Abdul Baset, Effect of Organizational Justice on Work Engagement in the Banking Sector in Bangladesh, Jahangirnagar University Journal of Management Research, 3, 1, pp.1-17, 2020.

Abstract: The study examines the effect of organizational justice and its four

dimensions (distributive justice, procedural justice, interpersonal justice, and

informational justice) on the work engagement of bankers. Using the convenience sampling

method, the study collected cross-sectional, self-reported data from 113 branch-level

bank officers working in various private commercial banks in Bangladesh. SPSS

version 25 was employed to analyze data with the help of ANOVA, Pearson

correlation, and regression. Findings suggest that organizational justice and its all four

dimensions have significant positive effects on work engagement. The study discusses

the results in light of social exchange theory and provides theoretical and

managerial implications of the findings.

Keywords: Organizational Justice; distributive justice; procedural justice; interpersonal

justice; informational justice; work engagement.

Muhammad Abdul Baset; Dewan Niamul Karim, Relationship between Perceived Organizational Support and Work Engagement: An Empirical Evidence from Bangladesh, The Jahangirnagar Journal of Business Studies, 9, 1, pp.1-21, 2020.

Abstract

An organization's competitiveness and success greatly depend on how successfully it can build a constructive, rewarding, work-related state of mind of its employees on a long-term basis. In this regard, work engagement (WE) is increasingly turning into an issue of central importance for today’s business organizations. Organizations are gradually getting interested in promoting WE due to its enormous positive consequences on employee and organizational outcomes. Literature shows that perceived organizational support (POS) plays a vital role in stimulating WE by shaping the employees’ feelings and work-related state of mind positively, actively, dedicatedly, and enthusiastically towards their works and activities in the organization. However, very little research attention has been paid to studying the relationship of POS with the various dimensions of WE. Thus, the objective of the research is to investigate the effect of POS on WE and its three dimensions (i.e., vigor, dedication, and absorption). The research model is assessed using the statistical package for social science (SPSS) approach on the data from a sample of 120 bankers serving in the private commercial banks in Bangladesh. The research findings suggest that POS has a direct effect on employees’ WE and also on the three dimensions of WE distinctly. The findings imply that if banking organizations want to enhance their employees’ WE, they should devote more efforts towards caring about their employees’ well-being.

Muhammad Abdul Baset; Nahida Afroz Kanak, Effect of Business Ethics on Employees Intention to Stay and the Mediating Role of Organizational Justice: A Study on Private Commercial Banks of Bangladesh, The Jahangirnagar Journal of Business Studies, 10, 1, pp.137-166, 2021.

Abstract

Organizations' productivity and performance are becoming increasingly dependent on

their ability to maintain professional and experienced workers over time. Due to an

extreme competitive business environment, this is more inevitable for the banking

sector. According to works of literature, employees' feelings and intention to stay (ITS)

in a company are influenced by business ethics (BE). The mediating mechanism

between BE and ITS, on the other hand, has received little research attention. Thus, the

goal of the study is to investigate the impact of organizational justice (OJ) as a

mediator in the aforesaid relation. The research also aims to discover the effects of OJ

and its three dimensions (distributive justice, procedural justice, and interactional

justice) on ITS in the context of private commercial banks of Bangladesh. The research

model is assessed using the statistical package for social science (SPSS) approach on

the data from a sample of 210 bankers serving in the private commercial banks in

Bangladesh. This research also employs a convenience sampling technique where all of

the items in the questionnaire are scored on a 5-point Likert scale. SPSS version 25 is

employed to analyze data with the help of correlation, regression, and ANOVA. It has

been discovered that BE has a significant effect on ITS. Moreover, the impact of BE on

ITS is effectively mitigated by OJ. The results indicate that, in order to cultivate ITS in

companies, more emphasis should be placed on promoting a clear BE and OJ.

Muhammad Abdul Baset, The Relationship between Perceived Organizational Support and Knowledge Sharing Behavior among Academics in the Institutions of Higher Education: An Empirical Evidence from Bangladesh, Jahangirnagar University Journal of Management Research, 4, 1, pp.25-46, 2021.

Abstract: Knowledge is an intangible and unique asset that, when shared, can provide

a competitive advantage. The competitiveness and the survival of an organization

largely depend on their productivity and the development of high-quality products and

services. In such economies, knowledge sharing is increasingly emerging as a

significant source of firms’ productivity and expansion of new products and services.

Barriers to knowledge sharing, on the other hand, are a typical occurrence in any

knowledge management endeavour. According to research, this knowledge-sharing

behaviour (KSB) in an organization is affected by perceived organizational support

(POS). There are few studies on POS and KSB but little research has been done on the

process of using KSB dimensions, e.g. i) tacit knowledge and ii) explicit knowledge.

Furthermore, there is a dearth of research on knowledge sharing among academics in

higher education institutions (HEIs), which place a premium on knowledge

development and dissemination as a part of their overall vision & mission. This is

particularly true because academics are one of the foundations of HEIs, which build and

exchange knowledge. Thus, the study's aim is to look into the effect of POS on KSB

and its two dimensions (tacit and explicit knowledge) among educators in Bangladesh's

higher education institutions (HEIs). On the data from a study of 109 academics

working in private and public universities in Bangladesh, the research model is

evaluated using the statistical package for social science (SPSS) method. This study

also uses a convenience sampling method, in which all of the questionnaire items are

graded on a 5-point Likert scale. With the support of correlation, regression, and

ANOVA, SPSS version 25 is used to analyze data. POS has been found to have a major

impact on KSB. Furthermore, POS has a positive influence on both tacit and explicit

KSB. According to the findings, further focus should be put on cultivating a strong

POS in order to cultivate KSB among academics at the institutions of higher education

in Bangladesh.

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