MBA in General Business Administration

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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.
An Investigation of Antecedents of Organizational Citizenship Behavior: A Study at 5-star International Chain Hotels in Beirut
(2019) Al Housaini, Nada
Consumers' Intention to Adopt HCE in Lebanon
(2017) Mokhtarian, Mireille
The increased uptake in advanced mobile devices coupled with improved infrastructure has led to a global trend in mobile computing, and has redefined a lot of societal aspects and the interactions involved therein. In particular, the rise of smartphones to ubiquity has initiated nothing short of revolutionary ideas regarding the future of mobile payments and the marketplace. Mobile banking is essentially an application of mobile computing which greatly reduces spatial and temporal limitations on banking activities, and provides for more rapid and convenient interaction with the banking platform at hand. Various technologies have been used to enhance the mobile banking experience, such as Short Message Service, Quick Response code, Bluetooth, and Near Field Communication, to varying degrees of success. The most recent wireless banking technology that has refined its predecessors, and is the topic of this paper, is termed Host Card Emulation. The latter provides many silent advantages relative to technologies it aims to supersede whilst at the same time enhancing the user experience as well as benefiting financial institutions that realize its implementation. In effect, this research aims to analyse and collect data regarding the prioritization of factors that influence the successful adoption of the innovative payment technology, Host Card Emulation. This will in turn be used to answer the question: What are the determinants of consumers’ adoption of Host Card Emulation in Lebanon? Collected data from approximately 200 respondents has been critically assessed to suggest the best practices to the banking industry in order to achieve the widespread adoption of Host Card Emulation. This is particularly important since Host Card Emulation technology is already implemented by default in recent smartphones which are already ubiquitous, and its adoption in turn provides banks with a massive market that remains untapped. The importance of its adoption cannot be overstated, because it provides a unified approach to mobile payment. Host Card Emulation does away with the incoherence and overhead of simultaneously supporting various platform-dependent methods of payment such as ApplePay, SumsungPay, and Google Wallet for both banks and businesses, which is the case of the older Near Field Communication technology. The present study outlines a number of factors to be probed in their capacity to predict and explain consumer behaviour in regards to novel technologies. To this end, two paradigm standards were used as a basis for the theoretical model of the paper; the Technology Acceptance Model and the Theory of Diffusion of Innovation. The findings showed that only three of the six factors used were significant; relative advantage, ease of use, and personal innovativeness. The paper elaborates on a number of managerial and theoretical implications in the context of the aforementioned findings.
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.
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.
Expenditures on Leisure and its Impact on Subjective Well-being
(2018) Ghanem, Shadi Youssef
Factors of Healthcare Quality That Affect Patient Satisfaction in Lebanese Hospitals
(2016) Abou Melhem, Maya Sami
The purpose of the study was to examine the impact of quality of healthcare offered in Lebanese hospitals on Lebanese patients of different educational level, age, monthly income, family status… Moreover, this study aimed to show whether there is a difference in satisfaction between accredited and non-accredited Lebanese Hospitals. An empirical study was performed using a survey questionnaire which was distributed to 1000 Lebanese patients. 226 patients responded to the questionnaire, 91 from accredited hospitals and 110 from non-accredited ones. Descriptive statistics were conducted followed by a reliability test, Factor Analysis, Multiple Regression with Stepwise method, Independent T-Test and One way ANOVA. Empirical evidence from this study shows that there were quality health factors that positively correlated with level of satisfaction of patients with the care in the hospital. Nevertheless, patients of accredited hospitals were more satisfied than patients of non-accredited hospitals. On the contrary, there was not enough evidence to prove that socio demographic characteristics affect level of satisfaction. The study recommends to managers of hospitals to greatly empathize on factors that affect satisfaction and work on improving them so that better satisfaction levels will be achieved by patients.
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.
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.
Factors that Impact Employee Acceptance of Overtime
(2017) Estepan, Manuel Estepan
Overtime refers to the time worked beyond normally scheduled working hours. It is an important part of people’s working experience and daily life, affecting them in various areas such as health, productivity, work-life balance and finances. The aim of this study has been to understand all the ramifications and challenges that overtime work produces as studied by researchers, and compare it to the Lebanese experience. The sample under study was collected, through a survey questionnaire, from 207 employees working in different Lebanese industries, i.e., health care, banking, manufacturing, hospitality, security, education, administrative, technology and sales. The survey questionnaire explored the different types of overtime work done, i.e., voluntary, involuntary or a combination of both and whether the employees accepted to work overtime. It was hypothesized that certain factors, the “independent variables”, will have an impact on the employee’s acceptance of overtime work, the “dependent variable”. The independent variables have been found to be: 1.having a purpose for doing overtime work, i.e., show commitment, strengthen job opportunities, supplement income, avoid social problems (such as pressures from managers and peers), and accommodate the workplace. 2. Being impacted by overtime on personal level, i.e., in mental health, physical health and in work-life balance. 3. Being impacted by overtime on work level, i.e., quality of work and productivity in work. Also, were studied the impact on overtime acceptance by number of overtime work hours in a month and shift of overtime work; and a few socio-demographic factors, such as gender, age, education, marital status were included together with type of work, and position in work of the employee. Data collected were analyzed using statistical techniques, such as Regression analysis, ANOVA, T-Test, and Factor Analysis. The results of the analysis showed the following findings: 1.among the purposes to work overtime, strengthening job opportunities and supplementing income related positively with acceptance of overtime, and avoiding social problems, although related to acceptance of overtime, but the relationship is negative here. 2. There is a negative relationship between impact of overtime work on personal level and acceptance of overtime. 3. Quality of work related positively with acceptance of overtime, whereas productivity related negatively. 4. Gender related significantly to overtime work: males were accepting more. 5. Age, education, type of work, job position, number of hours worked in a month, the shift of overtime work had no significant relationship with acceptance of overtime work. 6. Marital status had a significant relationship: the singles were accepting overtime work more than married employees. 7. There was no significant relationship between the voluntary unrewarded and the involuntary rewarded with acceptance of overtime, whereas the relationship between the voluntary rewarded and the involuntary unrewarded with acceptance of overtime was significant. As a limitation of this study we can mention that in-depth interviews with a significant number of employees as well as managers could have strengthened the explanatory power of the results. However, we can also mention that this study contributed to the understanding of this important topic, particularly in the Lebanese setting where we did not find thoroughly studied research work.
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).
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.
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.
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.
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
Human Resource Practices and Organizational Commitment: Mediating Effects of Employee Resilience in Times of Economic Crisis
(2021) Hachem, Haifaa
The following thesis sheds light on the importance of HRPs in generating positive employee outcomes during an economic crisis. In particular, it has explored transformational leadership development which falls under training and development practice. It has discussed how developing transformational leadership in employees leads to positive employee outcomes, which results in building resilient employees who are capable of overcoming difficulties and hardships and as a result form organizational commitment in times of economic crisis. Moreover, it has discussed the three components of organizational commitment (affective, normative, and continuance) in accordance to transformational leadership and employee resilience in times of an economic crisis. The thesis has concluded the existence of positive relationships among transformational leadership, employee resilience, and organizational commitment and its two components affective and normative commitment, but no relationship with its continuance commitment during an economic crisis. In addition, it has determined a mediation effect of employee resilience on the relationship between transformational leadership and organizational commitment and its components affective and continuance commitment, but no mediation effect with its normative commitment during an economic crisis.
Impact of Diversity Management Initiatives on Performance Within the Lebanese Private Sector: The Employee Perspective
(2017) Jalian, Salpi
Since the end of the civil war in Lebanon, the economic and demographic realities of Lebanon have induced the adoption of workforce diversity within the private sector. With more women entering into the Lebanese workforce coupled with the demographic changes across the different religious sects in Lebanon, diversity is rather a fact than choice for many organizations. Based on a survey of 116 individuals of different professions employed across many industries, reveals that, employees who are working in inclusive organizations perceive diversity management to be of a greater impact on personal and organizational performance. To conduct the study, descriptive statistics, reliability of scales, factor analysis, regression stepwise, independent samples T-test and ANOVA with Post Hoc Analysis were used respectively. Based on the findings both of the hypotheses tested were supported, whereby the diversity management initiatives that were most perceived to have an impact on personal level performance were diversity related ‘policies’ as well as ‘training and development’, whereas, the diversity management initiatives that were most perceived to have an impact on the organizational level were ‘recruitment and promotion’ as well as ‘compensation and benefits’.
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.
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.
Relation Between Internal Dynamics of Organizational Culture and Job Satisfaction in the Lebanese Banking Sector
(2019) Safieddine, Hassan Nasser

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