MBA in General Business Administration

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Managing Multi-generation Workforce in USA
(2005) Arnaout, Marwan Adnan
The changing workforce is one of the most extraordinary and significant challenges facing U.S. organizations today. The demographic changes in the American workforce have the potential to affect many aspects of organizational management and its efficiency. Both the population and the workforce have become increasingly diverse, and these population changes will continue for many years. Today's workforce is more diverse than ever. One diversity issue that has not been generally recognized is generational differences. Human Resource Managers are facing the challenge of connecting company values to a diverse workforce. To attract, retain and motivate two very different generations of workers (e.g. Baby Boomers and Generation X), managers must understand their unique perspectives and the national events that shaped their values. To maximize performance, the two generations need to work together in harmony, bridging the generational divide through shared values. The purpose of this study was to determine the demographic characteristics of Baby Boomers and Generation X, their motivator factors, the generation disparity between them, and an effective strategy to diminish this disparity. A survey questionnaire was used as a method for collecting data. Out of the 70 surveys sent to Human Resource Managers of American customer service companies located in the State of California, 57 completed the questionnaires and valid surveys were returned. Therefore, the overall response rate was 81 percent. The findings indicate that loyalty, work ethic, commitment, respect, being workaholics, self-reliant, and ambitious are the outstanding characteristics of Baby Boomers; while need for personal gratification, technology skills, being self-focused, creative, liking challenges, being adaptable, and needing personal growth are the one of Generation X. The findings state that retirement plan, benefits, and salary are the motivation factors for Baby Boomers, while training, salary, and reward are the ones for Generation X. The findings point out that work ethics, attitude, and working style are the areas of conflicts and tensions between Baby Boomers and Generation X. The findings of this study indicate that a disparity does exist between Baby Boomers and Generation X and there is a need to bridge it by proposing several ways of intervention. To deal with this issue, the most effective strategy is opening all communication channels. Finally, this study can be a framework for Human Resource Managers and can help them in managing multi-generation workforce by building strength and unity through group diversity which will be the power to propel their organization into new dimensions of performance and efficiency.
Customer Satisfaction in Financial Institutions
(2005) Sarkissian, Nayiri K.
In this paper, we study the service quality factors of customer satisfaction in financial institutions. We discuss the results using the stepwise discriminant analysis based on data collected from customers of a leading bank in Lebanon. The approach enables us to assess a coefficient of ten service quality factors related to customer satisfaction, which are as follows: 1- Employees Cooperation (Responsiveness) 2- Working Environment (Tangible) 3- Dressing code (Tangible) 4- Employees good and professional behavior (Courtesy) 5- Employees speed in performance (Competence) 6- Employees knowledge of the products (Competence) 7- News update to customers (Competence) 8- Employees motivation (Competence) 9- Waiting line system (Tangible) 10- Communication over the telephone (Courtesy) We find the factors have the highest loadings, which are employees' knowledge, employees' cooperation, waiting in line system and telecommunication with the branch. In order to facilitate managerial action, we discuss how specific service quality factors should be interpreted to enable us to enhance customer satisfaction. This approach and findings have significant implications for managing customer satisfaction in the financial industry.
Gold Price Determinants: An Empirical Study
(2005) Sajian, Toros
This paper demonstrates an empirical link between gold price, consumer price index, Euro exchange rate, the Brent oil price and the Dow Johns industrial average. The research shows that there is a relationship between the gold price and each of the other variables, each one alone and all together. In the first part, simple regression models are used to find out the relationship between the gold and the other variables. ln the last part of the paper, we do a multiple regression model by taking all the dependent variables together to find their relationship with the gold price, using concurrent economic data from 1997 to 2005.
Evaluating the Services of a Primary Health Care Center Case Study: Howard Karagheusian Commemorative Corporation - Beirut, Lebanon
(2007) Ohanian, Serop Haroutioun
Primary Health Care Centers aim at responding to people's health needs and demands and at safeguarding, promoting and restoring health. However, health is not an aim per se, but a condition for human development and well-being. The underlying study seeks to evaluate the services of one of the active Primary Health Care Centers (PHC) in Lebanon, the Howard Karagheusian, Commemorative (HKCC). In this attempt, this project defines the role of a Primary Health Care (PHC) in comparison with an Emergency Medical Assistance (EMA), hence summarizes the characteristics of both centers and to focus on the particular services of HKCC as a PHC. After arriving at an appropriate definition of PHC and EMA, the study highlights the impact of HKCC as a PHC in Bourj Hammoud. For this purpose, a set of questions was distributed to the visitors and staff members of HKCC to explore the level of the respondents' satisfaction and their corresponding suggestions. Descriptive hypothesis statements revolving around the characteristics of a PHC comparing it to the characteristics of HKCC were developed. Two hundred and nine visitors and twenty two staff members at HKCC during the month of March 2007 have responded to this survey. The research examines the possibility of a relationship between the frequency of the visits of the clients on the one hand and the level satisfaction of the clients with the services of HKCC on the other hand. At the end, recommendations were given to HKCC management and board of directors to improve the services of HKCC based on the observations noted throughout this preliminary exploratory research.
Quality Online Banking Services in Lebanon
(2007) Ramadan, Izzat Ibrahim
The popularity of banking services delivered over the Internet (online banking services) is increasing in recent years. In the highly competitive Internet banking environment, high service quality is essential for survival of banks. This leads to the fact, that a good understanding of the attributes that customers use to judge service quality is necessary in order for the bank to be able to monitor and enhance its services performance and improve its overall service quality. The purpose of this study is to provide insight into how customers perceive the quality of online banking services and to develop an instrument consisting of different service quality dimensions that can be used to measure the quality of such services. Using an already developed model for measuring the quality of online services, a modified theoretical model (instrument) for measuring the quality of online banking services has been developed. A quantitative research method including the design and distribution of a questionnaire has been used, and empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking services includes five quality dimensions (Service Performance, Security and Privacy, Overall Quality, Communication and Efficiency) with total of 36 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.
Human Resource Playing Strategic & Business Partner Roles in the Lebanese Banking Industry
(2008) Libarian, Christapor
The Human Resource function has undergone a tremendous change over time. Until mid 90's, large organizations looked at the Human Resource Department (HRD) mostly as managers of the paperwork around hiring and paying employees. Nowadays HRDs are called upon to play new strategic roles. Today, the business of HRD is changing and there is an increased emphasis on the need to improve the effectiveness and the efficiency of Human Resource services. Organizations have started considering the HR function as one with a strategic role, focusing on optimizing performance through adequate staffing, training and talent management. Moreover, the "Business Partner" role of the HR is its competency to add value to employees through various proposals and interesting engagement programs and growth related initiatives. Today's organizations are expecting from their HRDs to go beyond the delivery of cost-effective transactional services, and provide value added services and expertise in terms of how to anticipate, develop and leverage talent to create true marketplace differentiation. The primary objective of this thesis is to show how Human Resource transformed itself in the last decade and how it is still continuing to do so in order to play the new strategic roles and to become a real business partner for the organization. For this purpose we chose Bank A and Bank B *, two major leading Lebanese banks to examine how far their Human Resource Departments succeed in playing the new roles. To achieve the purpose of this thesis, we conducted a literature review on the subject and collected information from 102 bank employees (from the banks mentioned above). The major findings of this thesis show that Human Resource departments in the Lebanese banking industry are playing very satisfactory Traditional and Administrative roles, and they are on their way of becoming Strategic Partners but they still need time to become actual Business Partners. Also we found that the Strategic and Business Partner roles of HR were the ones that had a stronger impact on the overall performance of the banks. * We have concealed the names of the banks for confidentiality purposes
The Effect of Information Technology Use on Banks' Performance in Lebanon: Empirical Study Conducted on Lebanese Banks
(2008) Modad, Rola Nayef
In today's open and liberal financial market which promotes competition and the importance of customer service's satisfaction, banks should be able to compete in the markets. New dimensions and new horizons are being explored by the banks in order to satisfy the largest numbers of customers, become more competitive, improve their performance and be able to meet the constant changing needs of the market. The purpose of this study was to understand Information Technology and its effect on the banks' performance. For this the need of new technology was identified, the achievements through technological innovations were described and the impact on the banks' business activities was studies. The study involved a group of banks in Lebanon; one of them is the first to apply information technology while the five other banks have been using IT more recently. The methodology used to obtain the data needed was through two sets of questionnaires, related to the use of IT and to the banks' performance, and distributed to employees and managers. The results were analyzed using various statistical techniques such as hypothesis testing, correlation analysis and regression analysis. As a result of the conducted analysis, in all the banks, we were able to see how using information technology affected positively the performances of the banks by increasing productivity and business activity.
An Assessment of the Airline Industry in Lebanon's Uncertain Environment
(2008) Kouatly, Tamador Dallal
This research aims at examining the macro environment of the airline industry at a global, regional and domestic level to identify relevant driving forces outside a company's boundaries bearing on strategic decisions an airline company ultimately makes. It will also observe the impact of different political and security events pertaining to Lebanon on traffic & sales variations and analyze current competitive environment of airlines, with a special focus on market attractiveness to foreign carriers considering the relevant external forces. It aspires to cover the subject from a strategic management perspective.
Factors of Success for a Sample of Lebanese Entrepreneurs
(2010) Barbour, Dany Charbel
Entrepreneurship in Lebanon is gaining more importance. Its role is becoming crucial in the development of the Lebanese community. Entrepreneurial activity is becoming a vital one to any country in terms of creating jobs, invigorating markets, and generating innovation. Generally to become an entrepreneur, an individual must follow a certain path called "entrepreneurial process." To become a successful entrepreneur, there are certain factors of success an individual should possess. I will be studying whether the successful Lebanese entrepreneurs possess these factors of success that are revealed in literature related to entrepreneurship. The methodology used to study my research question was through the analysis of data obtained by administering a questionnaire that pertained to the major factors of entrepreneurship. The sample of my study was 71 entrepreneurs, all clients of a major international bank in Lebanon. The data was analyzed using statistical techniques such as cross-tabulations, hypothesis testing, analysis of variance, correlation & regression. Our results indicate that Lebanese successful entrepreneurs are similar in many ways to successful entrepreneurs described in literature but that they also show so many idiosyncrasies.
The Impact of Ethics on the Performance of Organizations in Lebanon
(2012) Tutunji, Sana Samir
These last couple of decades ethics have become a vital and intrinsic part of the world’s cultural, political, and business landscape. We see large numbers of people rebelling against their corrupt and unethical governments, and big businesses collapsing and causing tremendous amounts of damage to the economic and social welfare of their communities because of unethically and mismanaged management practices. I will be studying whether ethics in Lebanese companies affect performance and which of the independent variables affect each of the dependent variables. The methodology used to study my research question was through the analysis of the data obtained by administering a questionnaire. The sample of my study was one hundred four employees. The results were analyzed using various statistical techniques such as descriptive analysis, correlation, regression, and one way Anova. Our results indicate that ethics affect performance of companies in Lebanon as perceived by employees. It also affects employee motivation and engagement in work activities but not to the extent that employees change their workplace. We found a significant relationship between all factors.
Women Entrepreneurs in Lebanon: The Effects of their Background, Personality Traits and Resource Acquisition and Management Skills on their Business Growth and the Economy
(2012) Malian, Rita Peniamin
The topic of women entrepreneurs is of increasing interest to educators, businesspeople and government officials. Research findings have shown a high positive correlation between the level of national women's entrepreneurial activity and growth in GDP, suggesting that countries that are successful in promoting entrepreneurship among women could experience a positive impact on economic growth rates. Moreover, research shows that the unique background factors, personality traits and resource acquisition and management skills of women entrepreneurs play a major role in the success and growth of their ventures. The aim of the present study was to determine whether or not the background, personality traits and resource acquisition and management abilities of the Lebanese women entrepreneurs affect the growth of their business and contribute to the growth of the economy. For this purpose, 100 women entrepreneurs were selected mainly from Beirut area and surveyed through the administration of a questionnaire (See Appendix A). The analysis of data was made using statistical techniques such as factor analysis, independent samples T-test, one way ANOVA and regression analysis. The results revealed that some background factors had an effect on business and economic growth and some did not. Moreover, personality traits and the ability to acquire and manage resources have significant impact on both business and economic growth.
Factors that Influence Online Shopping Intentions of Lebanese Consumers from a Trust and Technology Perspective
(2012) Sahaguian, Harout Atam
There are many factors that influence online shopping intentions of Lebanese consumers. The factors were tested from a trust and technology perspective. Perceived familiarity with the E-vendor, perceived trustworthiness and reputation of the E-vendor, perceived privacy and security protection were identified as trust factors that influence positively the intentions to shop online of Lebanese consumers. Perceived ease of use and perceived usefulness of the website were identified as technology factors that influence positively the intentions to shop online of Lebanese consumers. An empirical study was conducted in which the contributions of both perspectives were explored and reported. The survey was conducted with 240 Lebanese potential online shoppers. This study provided empirical evidence that the Lebanese consumers' trust in internet shopping is the result of specific factors. The 1st relates to the vendor's familiarity, the second to the vendor's reputation and trustworthiness and the third to the security and privacy provided by the website of the E-vendor. Also, the Lebanese consumers' acceptance of technology factors of online shopping is the result of the Ease of use of the website and its usefulness.
The Impact of Emotionally Intelligent Workplace on the Performance of the Organizations
(2012) Kandakardjian, Sarin
The topic of emotionally intelligent workplace is of increasing interest to all companies in different fields. Research findings have shown the impact of emotional intelligence on organizational performance. Moreover, the findings have shown that the organizations with emotional intelligent competencies perform better and are more successful. The aim of my study was to determine whether the successful organizations have emotional intelligence that results in having loyal customers, growth in either in number of branches, employees, or customers, low turnover rate, and sustaining revenues. For this purpose, 35 successful companies were selected and were surveyed through the administration of a questionnaire. The analysis of the data was made using statistical techniques such as factor, regression, and discriminant analyses. The results revealed that some climate and organizational culture competencies have an effect on having loyal customers, low turnover rate, and sustaining revenues. Moreover, some leadership competencies have an effect on having loyal customers, low turnover rate, and sustaining revenues.
Group Buying: The Extent to which Lebanese Businesses Are Successfully Capitalizing on Daily-deal Websites
(2013) Seferian, Vicken Vartan
Recently, group buying websites have been flooding the internet. The notion is simple- everyone wants to pay less and get more value out of their money spent and this is exactly what group buying websites provide: Special offers on goods and services. Typical offers include percentage discounts at participating restaurants, coupons for savings off a minimum purchase at retail stores, two-for-one coupons and other similar deals. However, it is not only consumers who benefit from such offers. Businesses benefit from being able to access new customers that they may not have reached by any other marketing tactic, and promote their business to a broader audience. The aim of the present study was to determine whether Lebanese companies engaging in group buying are following the right steps to run successful daily deals and to find out whether different business sectors experience different success rates in group buying. The analysis of data was made using statistical techniques such as factor analysis, independent samples T-test, one way ANOVA and regression analysis. The results revealed that Lebanese businesses are aware of some of the steps for running successful deals. Moreover, they revealed that some sectors are more successful than others in the group buying market.
The Role of Job Design on Employee Performance Outcomes in a Sample of Companies in Lebanon
(2015) Kaprielian, Razmig Sahag
The purpose of this study is to examine the effectiveness of the Core Job characteristics of the job design and personal and organizational facilitators on employees’ performance, satisfaction, motivation, commitment, tendency to be absent from the job and tendency to leave the job. An empirical study was performed using a survey questionnaire, which was distributed to employees from 25 different industries, 242 employees from this companies filled and returned the questionnaire. Reliability tests were conducted followed by Factor Analysis, and Regression with Stepwise method. Empirical evidence from this study showed that a number of core job characteristics and personal and organizational facilitators have a statistically significant positive relationship with different aspects of employee performance, satisfaction, motivation, commitment, low absenteeism and low turnover. The study recommended to supervisors in Lebanon to give constructive feedback which satisfies and motivates the employees and at the same time know that the purpose of feedback is to improve the performance of the employee and the organization. Finally, supervisors should provide the employees with the needed information and knowledge for any additional task given to them, in addition, compensation should also be given to the employee for this additional responsibility.
The Impact of Servant Leadership on Employees' Satisfaction, Motivation and Performance in for-profit and not-for-profit Organizations in Lebanon
(2015) Rizk, Denize Adnan
The purpose of this study is to examine the effectiveness of the servant leader’s characteristics on employees’ performance, satisfaction and motivation in for-profit and not-for-profit organizations. An empirical study was performed, using survey research. The data was collected through a questionnaire conducted on more than 200 employees in Lebanon, and the questionnaire was developed based on extensive literature review. The results of the study indicated that applying servant leadership Characteristics which are servant factors, leader factors and other factors are positively related to employees’ satisfaction, performance and motivation. It also indicated that these practices differ between for-profit and not-for-profit organizations, but do not differ across the levels of the organization and regardless of the gender of the supervisor.
Factors that Influence Information Communication Technology Usage by Private University Instructors in Lebanon
(2015) Estepan, Shant Estepan
This study aimed at developing a comprehensive and thorough understanding of the factors that drive more frequent use of Information Communication Technology (ICT) by higher education instructors. We used a model where attributes of ICT operationalized as speedy and updated equipment, accessibility, ease of use and basic training provided, and organizational/social factors which we called Continuous Quality Management (CQM) and operationalized as leadership involvement, ICT continuous needs assessment/provision of solutions, ICT continuous upgrading activities, ICT continuous trainings and ICT continuous awareness campaigns were integrated. We proceeded in doing two studies. In the study 1 we showed the positive influence of ICT key attributes and CQM attributes on the instructors’ Perceived Usefulness (PU) of ICT operationalized as Productivity and Effectiveness, and Perceived Ease of Use (PEOU) of ICT operationalized as Easy Operation of ICT and Easiness of What Wanted to be done. In study 2 we showed the positive relationship between increased PU and PEOU of the instructors and the actual more frequent usage of ICT tools (Software, Hardware, Communication tools and Information Management and Gathering Technologies) We administered a survey research questionnaire to a sample of private university full time instructors from seven of the League of Lebanese Universities (LLU).
The Impact of Training and Development on the Career Path of Employees in Lebanon
(2015) Sleiman, Leyla Said
The purpose of this study is to examine the impact of effective training and development on the career path of employees. An empirical study was conducted using a questionnaire that was made up of 14 questions. The sample was randomly selected from different companies and industries under the condition that they have attended training courses at training institutes or in-house trainings at the companies they work for. The total number of questionnaires that were filled and used in this study was 145 questionnaires. Descriptive statistics, reliability test, simple linear regression analysis, T-tests, ANOVA tests, factor analysis, and STEPWISE multiple linear regression were conducted for the data that was collected. Empirical evidence from this study showed that effective training and development has a statistically significant positive relationship with employee benefits and career path of employees.
Factors that have an Impact on University/Major Entry Decision-making Satisfaction of High School Students in Lebanon
(2016) Hariz, Farah Suhail
The main purpose of this study was to examine the factors that affect the decision-making processes of high school students with regards to choosing their major and university and make them satisfied with their choices. The instrument used in this study is a survey questionnaire composed of 23 questions developed by the researcher based on related literature. The students to which the questionnaires were distributed were selected from both public and private universities all over Lebanon. The sample size was around 400 responses. Descriptive Statistics were conducted followed by Reliability Test, Factor Analysis, Multiple Regression Analysis with Step-wise method, Independent samples T-Test, and One-Way ANOVA. Empirical evidence from this study showed that a number of independent variables have a statistically significant relationships with the satisfaction with the choice of major and a number of independent variables had statistically significant relationships with the satisfaction with the choice of university. The study recommends better information provision by schools, universities, families, the communities at large (i.e. the Education Ministry, NGOs) Schools should play an important role in involving and introducing students and their parents to various university cultures through open doors, workshops, orientation sessions, and campus visits. Moreover, the study recommends that parents should provide their children the needed information regarding finding solutions to their financial problems, and should be oriented to know how important it is to be emotionally supportive to their children. Furthermore, students should be guided by their schools and parents about their future career options, aware of and informed about the career development related to each major, and should be guided not to choose their majors based on salary expectations, but to do majors that they love. Finally, it is very important for universities to guide students by providing needed information about registration, majors, accreditation status, faculty, admissions, financial aid and scholarships through their websites and social media.
The Role of Performance Appraisal and Performance Management in Promoting Employee Satisfaction, Motivation and Commitment
(2016) Keurkunian, Antranik
Performance appraisal (PA) and performance management (PM) are the fundamental preoccupations of human resource management in the 21st century. Globally organizations big and small, simple and complex require robust PA and PM systems to operate effectively. PA and PM answer critical questions, they specifically address the type of job required from employees, the measurement of performance in these jobs, and designing appropriate systems which match the job requirements and reinforce standards. It is also noteworthy to mention that the majority of workers today are knowledge workers whose skills must be built over time and an effective system must be focused on to produce continuous development of capabilities. In this context, human factor has become as increasingly as important as technology, strong capital structure, low cost, quality and innovation for any type and size of organization. This research paper aims to explore the literature, practice and the extent to which performance management systems and performance appraisals are able to effectively manage people performance outcomes to gain competitive advantage in the Lebanese market. An empirical study was performed using a survey questionnaire, which was distributed to over 3,500 Lebanese professionals from different occupations and business sectors. Out of the questionnaires distributed, through professional Linked-in accounts and facilitators such as Browse Arabia, 260 were returned. Statistical analyses conducted using SPSS Version 20 include Reliability Test, Factor Analysis and Regression Analysis. Empirical evidence from this study shows that PA and PM practices have a significant positive relationship with Satisfaction, Motivation to Improve Performance and Commitment to Company. The study recommends managers of Lebanese private companies to better leverage their instituted PA and PM systems, which used adequately, play a central role in motivating the employees to improve their performance and commitment to their companies.

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