A Comparative Study on the Performance of Male and Female Branches of SAMBA

Introduction

This chapter focuses on various aspects of research development. It includes methods of data collection, its analysis and presentation procedures. Every research project applies a certain research method to achieve its objectives depending on its goals. The methods used to conduct research in this project compared closely with the methods proposed in the project proposal (Anderson, 2004). This was so because the project proposal had been proven to be workable. In research, design deals primarily with aims, uses, purposes, intentions, and plans within the practical constraints of time, location, money, and availability of staff (Hakim, 2000).

In this study, respondents were briefed in advance. This was necessary to ensure that respondents were prepared psychologically for the task ahead. This would also help in ensuring that response was given in time to allow timely analysis. The officials of Samba Financial Group were given relevant notice by the researcher. The study population was also amicably informed in order to get prepared for the study. Briefing was important because it could enhance reliability of the study. It is also ethical to inform people before researching on them (Badenhorst, 2007). The findings were also made public to the researched as one way of ensuring morality in the study. Furthermore, the researcher observed researcher-researcher ethics by keeping away from criticism. This chapter also focuses on the literature riview as one of the methods used in collection of secondary sources of information. It gives the reason why literature review was used as a method to collect data. The chapter gives an overview of the purpose of collecting and analyzing data and the basic questions used to gather the desired responses. Alternative methods of data collection are very important in research for they avail to the researcher a number of ways through which data can be collected.

The chapter brings back the research hypothesis. This is important because it is at this stage that the researcher goes into the field to gather information. It is therefore necessary that the research hypothesis is brought to focus because it would be the guiding light in the process of gathering data (Baily, 1996). The researcher would be trying to confirm the hypothesis. In order to eliminate criticism, this chapter clearly states the scope of the study. There are limits beyond which this research may not hold because of the method used in data collection and analysis. It is therefore important that limitations are clearly stated to make it clear to readers of this material how far this research reveals what it purpots to.

Because the main method of data collection was primary source, the questionnaire was the main instrument used to collect data. This chapter brings out the questionnaire format, reasons for choosing this format, its advantages and disadvantages. Briefly discused in this chapter is the pilot study and its results. In a research process, sampling is very important because certain population can be too big to facilitate a study of the whole population (Bell, 2001). This chapter discusses sampling theories, importance of research design, methods of sampling-giving their advantages and disadvantages, and the determination of the sample size. Also discussed in this chapter is the data analysis technique. In so doing, the researcher hopes to bring to focus the channell through which data would be collected. This is not only meant to bring clarity to this research but also help young researchers who will be intereseted in futhering research in this field to know the steps necessary to reach the desired results in a given research. The researcher has ensured that the methodology is not only important to the professionals in the financial sector, but also to other related sectors such as insurance, marketing, procurement and other sectors.

Literature Review Techniques

Research has been with us for a very long period. Life is full of phenomena that need more investigation to be made clearer (Ekaterina, 2009). On broader terms, there is a pure science and social science research. Pure science deals with specimen in a controlled environment, especially in a laboratory. On the contrary, social science is based on humans as a social being. Unlike the specimen used in social sciences that can be manipulated by putting some factors constant, it is practically impossible to put humans under controlled conditions (Struwig, 2001). The researcher must therefore devise methods that would enable him or her gather the desired data in society as it is, without making any of the factors remaining constant. According to Struwig (2001), if assumptions are made, which is always the case, a remedy must be put which will counter the assumption, or there should be an explanation on how the scenario will be if the assumption was not made and what could be the effects if assumptions are made.

Because of its importance, many scholars have continuously done research on various fields in order to find an explanation or a solution to a social problem in the society. For this matter therefore, many researchers always find themselves sandwiched in between a vast volume of previous research that are closely related to what he or she has developed interest to research on. As Wickham (1999) puts it, it is unethical for a researcher to reproduce what another researcher generated. The essence of a research is to come up with a finding that other researchers have not established or develop the findings of other researchers (Kalmbach & Carr, 2010). It is only through this that a research would have meaning to any field of study. This would demand that a researcher takes time to review what other researchers have done in a particular field that is related to what he or she is about to conduct a study on.

This research is based on the banking sector, specifically on Samba Financial Group at Riyadh, Saudi Arabia. Finance as a topic has raised many questions due to its sensitivity. This has seen many scholars gain interest in conducting research that would respond to various questions in this field. Samba Financial Group, being the leading financial institution in this region, has been the center of study to many scholars. The researcher therefore had many secondary sources from which to base the research. This part was important because it acted as a guideline for the entire research. The researcher did not kick-start the research from scratch. It was therefore important to appreciate what others had noted in this field and establish the research based on it.

Data Required

Purpose of Collecting and Analyzing Data

From the literature review, the researcher gathered a lot of information about this field. Many of the reports that exist in this field are very resourceful as individuals of high integrity did them. The manner in which they were done also passes as good enough to be used in various aspects of finance. However, this is a different research. It must be in a position to develop its own arguments based on data collected from primary sources. This does not rule out the importance of secondary sources of data.

To ensure originality in any research, there is need to use primary data. The purpose of collecting data was to help facilitate analysis that would lead to giving answers that are desired in this research (Pointer, 1991). The objective of this research was to respond to some of the questions that other scholars had not responded to through the existing literatures. To be in a position to respond to these questions, there would be need to collect data. After successful collection of data, analysis would be very important. When taken from the field, data is considered raw and therefore cannot be of much help to the target audience. For this reason, it is important to analyze data to produce the desired result that would be useful to various individuals.

Importance of the Topic

Finance as a topic is very sensitive. All other sectors in a given country depend on it for their normal operations. According to Michael, Lino and James (1998), all the sectors in a given economy has a direct relationship with the finance department. This sector would facilitate the smooth flow of money from those who have excess and need to save to those who need the same to invest. When managed properly, Tanke (2000) says that it can lead to great development in various sectors of the economy.

Samba Financial Group was chosen as the center of study because it is very popular in this region. Samba Financial Group is the largest financial unit in Saudi Arabia and the entire region of Middle East. The bank has some of the best ultra modern facilities in most of its branches. Most local graduates in this country look forward to acquiring employment in this institution as it is considered one of the best employers in this region (Tanke, 2000). The bank is also one of the few in this country that has branches in countries outside Saudi Arabia. Samba Financial Group has branches in Pakistan, United Arabs Emirates, and even United Kingdom

The choice of this bank as a preferred research topic was necessitated by the existence of two branches for male and female customers. Samba Financial Group operates male and female banking units in its Riyadh branches. This was an interesting phenomenon because in the current society, the boundary between men and women as regards to social issues is increasingly becoming invisible. According to Peter (2008), the world has seen drastic changes in the position held by women. Unlike before when women were not expected to take active roles in employment opportunities, the current society has seen a new crop of women who are actively involved in taking up duties that were previously dominated by men. Because of this, the social gap that was there between the two genders has continuously disappeared. The current global society views both genders as equals and avenues for prosperity are availed to both.

It is therefore intriguing to find an institution as important as a bank operating two separate units, each for the two genders. What is raising the urge even further is the fact that other branches of the bank in other regions such as the United Kingdom do not follow the operational procedures that were adopted in various branches in Riyadh.

The issue therefore was to find the reason for the existence and the resultant effect of the male and female branches of Samba Financial Group. The researcher was interested in knowing why such an important bank in Saudi Arabia employed different tactics in its operations in different countries. To achieve this, the researcher launched a study designed to investigate how the male and female bank branches compare.

Research Questions

As stated above, this research was intended to find out how the two branches of Samba Financial Group compare in terms of performance and the reason behind this. There are questions that this research set out to answer. The following were some of the questions that the research set out to answer.

1. What effect does considerable gap between the position of men and women in the Saudi society have on their performance?
2. What experience do female customers of Samba Financial Group undergo by virtue of their gender and how does this affect the general prosperity of this bank in the current competitive market?
3. How has the above factors impacted on the economic performance of the male and female branches of the bank?

Statement and Hypotheses of the Research

The research set out to answer the above raised questions in simple straightforward statements. The researcher developed the hypotheses below. This research sets to confirm the hypotheses that.

H1a. There is a difference in the economic performance between the male and female branches of SAMBA located in the Riyadh region.

In this hypothesis, the researcher was trying to affirm that there exists some noticeable difference in performance in the two branches. Its alternative hypothesis is as below:

H2o. There is no difference in the level of employee satisfaction between the male and female branches of SAMBA located in the Riyadh region.

From the in the pilot study data collected, most customers noticed no difference in the service at both branches. However, some noticed that the male branch had better facilities. This has lead to the development of the hypothesis below.

H2a. There is a difference in the level of employee satisfaction between the male and female branches of SAMBA located in the Riyadh region.

From the data collected in the pilot study it was notes that the management has ensured that both branches have received the required attention from the management. Based on this, the scholar developed the hypothesis below:

H3o. There is no difference in the level of customer satisfaction between the male and female branches of SAMBA located in the Riyadh region.

In the secondary data taken from bodies of literature review, some scholars say that the bank has been keen on attracting male customers because they make the largest part of the target market. Based on this, the researcher developed the following hypothesis.

H3a. There is a difference in the level of customer satisfaction between the male and female branches of SAMBA located in the Riyadh region.

Tanke (2000) observes that the management of this bank has done a lot to ensure that both branches of the bank experience growth. Management of both male and female branches has been given equal attention. Based on this, the hypothesis below was developed.

H4o. There is no difference in the quality of management practices between the male and female branches of SAMBA located in the Riyadh region.

However, Rodney (2004) opposes this idea. He says that female branches lack proper banking facilities, lowering their performance quality. The hypothesis below is based on this.

H4a. There is a difference in the quality of management practices between the male and female branches of SAMBA located in the Riyadh region.

According to Abu and Faruq (2010), the male and female branches of this bank are operated almost as different entities. Based on this, the hypothesis below was developed.

H5o. There is no relationship between the performance of male and female branches of SAMBA in the Riyadh Region.

Al-Mulhim (2009) argues against this. This scholar says that the branches of the bank are under the control of the central management system. Based on this, the researcher developed the hypothesis below:

H5a. There is a relationship between the performance of male and female branches of SAMBA in the Riyadh Region.

Role of Literature Review in Data Collection Requirements

Literature review plays a vital role in data collection process. As noted above, research has been going on for some time now. Every field of study has some relevant previous bodies of literatures that other researchers had conducted before. This information is very important to a researcher. As Wisker (2008) observes, in the process of gathering data, the first source that any researcher should not assume is the secondary sources of information. It is important to note that the studies were done after careful collection and analysis of relevant data. When taking literature review as part of the sources of data, it is important to note that they are secondary sources. Unlike the data that would be collected from the fields which is raw, literatures provide data that is already processed.

According to Wickham (1999), literature review plays an important role in determining how data collection would be done. Because the literatures provide information that is already synthesized, and with clear steps that were taken to reach the results, the researcher may consider taking an approach used by one of the researchers that may lead to generation of required answers. Alternatively, the researcher may consider integrating a number of methods employed by different previous researchers to come up with his or her own technique that incorporates all the desirable concepts used by the available literatures. According to Kothari (2004), a good research project should not purport to be basing its arguments on the scratch. It is important that a researcher engage closely with the works of previous researchers from an early stage of data collection. With this, the researcher would be informing the consumers of this document that there was an effort from the earliest stage of the report that closely compares the works of other researchers, and how they relate to the current research. This would not only enhance the validity of the report, but also demonstrate that the research seeks to develop the works of previous researches (Pointer, 1991).

Reasons for Choosing Quantitative Method of Data Collection

In this research, there was need to compare the relationship between variables in order to establish cause and effect. The researcher was interested in knowing how different factors (independent variables) had effect on the performance of the male and female branches of Samba Financial Group (dependent variables). This demanded for a method that would be objective and able statistical to generalize the findings. Quantitative method was therefore the most appropriate method to use in this research. Quantitative research involves systematic empirical study of a phenomenon by use of statistical tools. Its main objective is always to employ mathematical theories and models in developing its generalization (Anderson, 2004). This would help in this research. It would enable the researcher test the hypotheses put forth for validity and allow the use of a sample as a representation of the entire population.

Although qualitative methods was traditionally used in social science and would be appropriate in this research, it is not able to give empirical support for research hypothesis. Qualitative methods explain why a given pattern of events have taken place the way they have (Vogt, 2007). On the other hand, quantitative methods explains what and when of a phenomena. Ethnographic research and phenomenology as approaches of qualitative research would have been appropriate. Ethnography would help in investigation of culture of the Saudi society, and within Samba Financial Group in specific (Denzin & Lincoln2011). Phenomenology would have helped investigate realities of the bank; and how it affected its operation. However, because the process may not empirically support the hypothesis put forward to help guide the research, it was not used in this research.

Alternative Methods of Data Collection

Appropriate Alternative Methods of Data Collection

This research used the questionnaire in the process of gathering data. However, other alternative methods exist, which would be suitable data collection methods in for this research. Struwig (2001) observes that interviews are very popular with many researchers. Interviews would be applicable in this research, especially when gathering data from employees, who are readily available within the bank’s premises. Observation is another method that would be applicable here. Although popular with scientific research, this method has been used by social scientists in various occasions. Opinion surveys and performance tests would also be applicable in this research. Physical evidence and case studies would also apply. However, because of various reasons, and the varied characteristics of the methods, the researcher settled on the questionnaire as a means of data collection.

Advantages and Disadvantages of the Above Methods

The above methods have their advantages and disadvantages. Walizer (1978) notes that the interview is popular because it allows the interactivity between the researcher and the respondents, hence creating an environment that would help generate appropriate answers. Through interviews, it is also easy for the researcher to gather more information by observing non-verbal cues of the respondents. However, this method is time consuming hence the researcher avoided it. Observation would help the researcher gather first hand information without distortion or biases from the respondents.

However, this method is also time-consuming. To gather information from customers, opinion surveys would be used. It would easily allow respondents to give their views without any external influence. This method was not used because it is open to bias from the respondents. In cases where the research is organization-based and is done by the management, performance test would be appropriate (Anderson, 2004). To an external researcher, this method would practically be impossible because setting the modalities of the test may not be possible. Case studies are always used in some researches. However, it can only be applicable in a simple research that does not require a high level of accuracy. Murray (2006) explains that case studies are always appropriate when conducting a study of a firm for academic reasons.

Research Questions and Hypothesis

Data Generation

The research was done on a small sample of the entire population. From this sample, the researcher generated data by formulating questions that would lead to the desired answers. To help focus this research, hypotheses were developed in order to create a vision of the research. Stated above are some of the hypotheses developed to guide this research. Questions were therefore designed to respond to them. The questions were meant to generate answers that would either confirm or reject the hypotheses above. The questionnaire was designed to reflect on this requirement. A sample questionnaire used to generate this data is shown in the appendix section.

Relevance of Literature Review to the Research Questions

Literature review is a very important guide to any new research. It always shows the researcher the path that was taken by other researchers, and how such paths led to the findings (Hakim, 2000). Through this, the researcher would be in a position to determine the new path that would be appropriate for the current research.

In every research, it is very important for the researcher to formulate questions that would help in guiding the steps towards data collection and analysis (Hinkel, 2011). In this research, literature review was very important in guiding the process of data collection. Through careful analysis of the literature, the researcher was in a position to determine the research gaps. Studies are always meant to advance existing ones or develop new ideas. Through analysis of the existing literatures, it was possible to develop questions that would generate new information, as well as advance new ideas in the field. From the research bodies, it was realized that the previous scholars had not given a direct comparison on performance of the two branches of the bank. Although they talked elaborately of the existence of the two branches, direct comparison on performance was missing.

Scope of Data Collection

Primary data for this research was collected from the customers and the employees of Samba Financial Group. This data was collected with the help of a questionnaire. The scope of data collection was limited to the two categories of individuals. This was because of the time that was available for the research. Because most of the employees and customers were Saudi nationals, they clearly understood the social structure of the Saudi society and therefore were in a position to respond appropriately to questions regarding the society of Saudi Arabia. They also understood how this affected the performance of the Samba Financial Group. The level of accuracy needed in this research would be achieved within this scope. Secondary data was gathered from existing literatures about the financial sector of Saudi Arabia as a country, and the activities of Samba Financial Group as our specific field of study.

Format for the Questionnaire

Questionnaire Design

There were two key methods used to gather information in this report. The first one was through a questionaire, which was physically delivered to the staff of Samba Financial Group at its branches in Riyadh. This questionnaire is attached to this document at the appendix section. The questionaire sought to capture various attutudes of staff members of Samba Financial Gruop regarding their opinions on the existance of the two different banking units at the insstitution, and how the two compared in terms of performance. The second source of information used for the research was literature on various aspects of finance in general, and the operational activities that takes place within Samba Financial Group in specific. The focus of the literature review was to find information on the application of motivation techniques within the workplace and also to determine the current state of research in relation to the bank. The questionnaire had four parts.

The first part sought to capture the biodata information of respondents. The second part dealt with the demography and gender of the respondents. This was to ascertain the prevalence of views in varoius categories in order to ensure that if any differences came about, then they would be captured in their demographic space. The third part dealt with academic credentials and work experience of the respondents. The motivation for this section came from the understanding that different sections of population respond differently to issues, based on age and academic credentials. The fourth part delved into the specific issues relating to Samba Financial Group as an institution under our investigation, starting from the understanding of the concept used to come up with the two units to the possible effects it would have on the employees.

The questionaire also employed a mix of open and closed ended questions to capture different aspects of issues studied. Open ended questions were used because they give respondents more time to figure out their opinions, which would make them volunteer more information related to feelings, outlooks and comprehension of the subject (Murray, 2006). This would allow a researcher to understand the position of respondents as regards to feelings. Open ended questions minimize some errors that could have been created in the course of research. Respondents rarely forget answers if given an opportunity to respond freely. Furthermore, respondents cannot ignore some questions because they must go through all of them. Open ended questions generate data that can be used in data analysis by other researchers. In other words, they allow secondary data analysis. On the other hand, closed-ended questions are analyzed easily. That is why they were used in this study (Taylor, 2005).

Each response can be coded for statistical interpretation. Nonetheless, closed-ended questions are compatible with computer analysis package. The technique is more specific meaning that its answers are consistent in all conditions. This aspect is impossible with open-ended questions because each respondent is allowed to use his or her own words. Finally, closed-ended questions take less time to administer unlike open-ended questions, which are detailed hence time consuming.

The questionnaire was sent to respondents using drop and pick method. The researcher arrived at this decision after considering time and reseources. The method is time consuming, but very effective. Furthmore, the method allows respondents to reflect on the questions and answer them accurately. Employing research assistants would be problematic because of the sensitivity of the study. Many people would be reluctant to give their views freely. The method is effective because questions are not independent of themselves (Andrzej, & Buchaman, 2007). The respondent might fill the questions themselves because of ambiquity or such related issues.

Moreover, the method is not affected by the respondent’s level of literacy. One big advantage of the technique is that there is interaction between the researcher and the researched. This means that respondent’s reactions are easily captured. Reactions are important because they give more information regarding the feelings of respondents. According to Bell (2001), the technique is more applicable where the researcher is interested in numbers not deep feelings of the respondent. In this study, the researcher is interested in identifying the number of employees who feel that the existance of the two branches of the bank has a direct effect on the general performance of employees (male and female employees studied differently) of Samba Financial Group.

The literature collected provided information regarding various theories related to banking, which is spread across the last century. The literatures availed a number of theories dealing with sampling and sample sesigns in the business world and performance issues in the context of human resource develpment in the finance industry. Samba Finacial Group fits well within this parameter. Finally, the literatures provided information on the state of research on the field. Various researchers have conducted studies on various elements of social segregation and its effects on motivation (Kumar, 2004). This gave the study a sound academic backing and a strong basis for drawing comparisons and conclusions.

The use of the questionaire made it possible to capture issues that are unique to Samba Financial Group. This is because there was no accessible literature with required degree of relevance to the subject matter of Samba Financial Group, Riyadh Branch. The targeted staff responded to the questionaires, which were physically delivered to them. The availability of staff influenced the choice of this method because Samba Financial Group operates throughout and therefore it is not possible at any one time to find all of them in one place. Physical delivery of the questionaire increased the accuracy of data collected as there was interactivity (Leedy, 2010). After collection, the data went through analysis, culminating the observations and conslusions discussed in chapter four and five respectively.

Order of Question Presentation

The researcher designed the order of question presentation in a manner that ensured consistency. The questions were designed to start with background information. This entails simple questions about the researcher’s nationality, gender, education, and employment status. The next category probed general information about customers. This gathered information on customers about their views of Samba Financial Group was analyzed from the customers’ perspective. The last stage was specifically meant for the employees of the bank. This order was chosen to ensure that the researcher had a rough knowledge about the respondents to determine the approach to take during data analysis.

Phrasing of the Questions

Importance of Phrasing of Questions

To get relevant information, it is very important that a researcher design an appropriate method of phrasing the questions. At this stage, the researcher is involved in acquiring relevant information from the selected respondents. Mitchell (2010) asserts that it is very important to weigh the choices of words that an individual uses in a given society due to the difference in perceptions. The meaning of one word in a given society may mean something very different in another society. One factor that a research must uphold to ensure that targeted responses are obtained is ethics. Mouton (1996) affirms this by stating that phrasing of questions must be done in a very ethical manner that would ensure that the respondents do not feel offended in any way from the questions.

Saudi Arabia is majorly an Islamic country. It is therefore important to understand its culture and what it uphold as morally good or bad. It is also important to segment this population into liberal and conservative Muslims so that the researcher would know which question to direct to which group (Nonneman, 2006). This would enable the researcher gather all the required information from various respondents without offending any of them.

Methods Used to Phrase Questions to Ensure Affectivity

As stated above, our sample population was based on an Islamic country. To ensure that the questions asked during data collection process are relevant, the researcher first grouped the respondents as liberal and conservative Muslims. This enabled the structuring of questions that would be directed to each group. According to Clement and Henry (2010), a conservative Muslim may not tolerate a discussion that seeks to challenge the teachings of Quran or general culture of the Muslims. For this reason, the researcher developed a way of phrasing the questions in a way that would not make it appear as if to challenge the accepted culture, but just probe why some beliefs are held, and how this could be important to the society. This way, the researcher would appear to be furthering this culture, only that there was need to understand more about it. The researcher was keen to ensure that there was no prejudice in phrasing the questions.

Response Format

Number of Response Formats Used

Success of any research always depends on how well the questions are structured. Hoffman (2001) explains that a researcher should clearly determine the response format from the respondents. Actually, two formats that are commonly applied in any given research that is, the structured and unstructured format exist (Thomas, Nelson, & Silverman, 2010). Structured format uses fixed question, which require the respondent to give a yes or no answer. Alternatively, the researcher can design a standardized response that entails a negative or a positive response. This method is always appropriate when data is to be analyzed quantitatively.

The other response format is the unstructured format. In this case, Pedhazur (1991), states that the respondent is given an opportunity to give the answer in his or her own design. The response of the respondent is not in any way controlled by the researcher. The respondent is allowed to give his or her own opinion. This format is very appropriate when dealing with qualitative research, which would require the respondent to offer clarification. In this study, the researcher used both structured and unstructured formats in the questionnaire. Some questions required standard answers to help in the statistical analysis of the data. Questions about employees’ response to customers, general experience and possible evidence of the difference in treatment of male and female customers assumed structured format since the researcher needed to make a quantitative analysis from them. The researcher included a few unstructured questions to elaborate and validate the quantitative data.

Advantages and Disadvantages of Response Formats

Both response formats have their own advantages and disadvantages. The structured response format is very popular with quantitative data. This is because data collected from this method can easily be quantified. They can broadly be categorized into two sets. The sets can then be given a quantitative approach of analysis. It is time saving as the two sets can be used to give a generalization about the entire population depending on the strength of numbers (Morgan, 1997). This method also allows the researcher to use simpler methods of data analysis. The respondents will also have easier time trying to respond to the questions posed for their answers will be based on no and yes.

The respondents will also get it easy to understand the question for the researcher will have to make the questions clearer for them to receive a no or yes answer. However, this method has its own disadvantages. Mare (2007), notes that it may not be easy for the researcher to design questions that would receive a yes or no answer. In a research, there is always the need to probe the respondents deeply in order to know more about the item of the research. For this to be possible there is need to have an open ended question that would give a broader perspective to answers. In order to restructure the questions into a structured response format, it might take the researcher a long time (Hakim, 2000). This method is also criticized since it is assumed to be restricting respondents to give answers based on the researcher’s opinion.

Unstructured format is always considered a stronger method in research that requires qualitative analysis of data (Taylor, 2005). This is because it allows the researcher to probe the respondent in a much deeper way. The researcher has easier time formulating such questions. The respondent is given a chance to answer the questions with some degree of freedom. They are able to express their views, making the data comprehensive. However, this method also has its disadvantages. Although it is easier to formulate questions in this format, it takes more time to analyze such responses (Abdurrahman, 2010). This is because the researcher must analyze each response, and then make an effort to group together responses that seem to point towards the same direction. In some cases, it would be difficult to classify some responses because of ambiguity or such related issues. Moreover, it is not easy to quantify such responses.

Data Collection Method and Pilot Study

The Pilot Study

Introduction

Samba Financial Group is one of the leading financial institutions in Saudi Arabia and the entire Middle East. It has expanded since its inception in 1980. With branches in United Arabs Emirates, Oman, Yemen and Pakistan, this bank is the leading financial institution in this region in terms of capital base and employee capacity. The management of Samba Financial Group has made an effort to ensure that the bank operates beyond Middle East. This saw it open a branch in the United Kingdom (Shalaby, 2004).

This bank operates in a society, which is strictly Islamic. This society upholds the teachings of the Quran. Shariah law closely governs most of the activities that takes place in this society. Some of these laws strictly demand that there should be a clear boundary between men and women in the society. The law prohibits a liberal body contact between the two genders unless they are close relatives (Harvey, & North, 2003). There are other laws that govern how the two genders should relate to one another.

Samba Financial Group made a decision to open new branches, which were exclusively for women. This research is a comparative study on the performance of male and female branches of Samba Financial Group in the Riyadh region. It is a deliberate attempt to find out how the two units compare. Also of interest is to determine the reasons behind this difference if any. The problem in this research is the difference in performance of male and female branches. The researcher conducted the pilot study in order to analyze the problem stated above. Basically, the researcher found out that the society of Saudi Arabia has remained patriarchal, a fact that has seen men acquire better education hence are able to do well in the corporate world. Family wealth is also trusted with men, a fact that has seen them become the best customers of the banks. The pie chart below shows wealth distribution in this country. In this pilot study, a sample of twenty-six individuals, taken from the population of employees and customers was used.

Distribution of Wealth between Men and Women of Saudi Arabia

The researcher used Stratified Sampling in order to get the right sample for this study. This was the most appropriate method because the expected results were expected to vary based on three categories: male employees, female employees and customers. The sampled population was duly informed of the intended study to make them prepared for the same. Ten male employees and ten female employees were randomly picked for the study. Also included in the study were six customers. This sample is about 10% of the sample that will be used in the study.

Method

The dependent variable in this research was the performance of male and female branches of Samba Financial Group at Riyadh. Available literatures strongly pointed out the fact that there is a difference between the two branches of the firm. The performance of the two branches depended on a number of factors. The factors inspired the researcher to investigate them.

Independent variables were factors that had direct or indirect effect on the dependent variable. As suggested in the literature, a number of factors had direct effect on the above named dependent variable.

Subjects

As stated above, the pilot study used twenty-six respondents. Twenty respondents were employees of Samba Financial Group while six were customers of the bank. Of the twenty employees, ten were male while the other ten were female, randomly picked from the population. The customers were also equally balanced in terms of gender. All the respondents were taken from the bank’s Riyadh branch, which is its headquarters.

Materials Used and the Procedure

In order to gather primary materials, questionnaires were used. The questionnaires were designed for the two groups that is, customers and employees. Both groups received their questionnaire through physical delivery by the researcher. The researcher went back for the questionnaires when they were completed. The researcher then recorded all the responses to the questions within a week.

Results

From this pilot study, it was evident that most of the customers considered their experience at Samba Financial Group as good, irrespective of the branch. Most of them did not think that this was in any way related to their gender. With regard to the responsiveness of the banks employees to customers, the respondents rated this as above average. It was noted with keenness that a good number of the respondents (customers in this case) observed that there was a noticeable difference in the services offered at the two branches. Most noted that male branches offered better services than the female branches. The male branches were rated as good while the female branch was rated as above average. The graph below shows this.

Discussion

The employees had a similar opinion concerning the difference between the two branches of the bank. The majority of the respondents were non-management staff. Both male and female respondents stated that there was no preferential treatment by the banks management on its employees. The respondent’s reaction about their level of satisfaction as the banks employees was above average. However, a number of the respondents agreed that there was a little difference in the performance of the two branches.

The pilot study has confirmed the literatures that have reported on the existence of the difference in the service offered by the two branches of the bank. It was noted that the male branch had better service than the female branch. Although some respondents were conservative in giving out their views because of the fear of the unknown, it was evident from the response that the performance of the male branch was high because majority of the bank’s customers are male.

Sampling

Sampling Theory

In a research study there are always two major constrains that a researcher would meet in the process of gathering data. Time and financial constrains are factors that every researcher must know how to overcome, especially if the research is covering a large region, say a country or a province. It is always practically impossible to conduct a research that gathers data from all the individuals concerned due to the above two constrains (Rubin, 2005). It can take unnecessarily long time to gather such information because the respondents may take time in answering the questions posed to them. Pointer (1991) asserts that trying to gather data from every object of study is very dangerous in the current dynamic world for it would demand a lot of time to gather and analyze this data. By the time the results of the study are released, so many changes would have taken place, rendering the report outdated. There would be need for further research as soon as such a report is published.

For this reason, there is always need to identify a small study group that would act as a representative of the entire population. The process of identifying this small representative population is what is referred to as sampling. Pimple (2008) defines sampling as the process of picking a subset from an entire set of observation. Because of its importance, theories have been developed to bring more understanding to the art of sampling. One such theory is Pierre Gy’s Theory of sampling. Stewart (1990) says that this theory has been considered one of the best theories of sampling because it brings to focus all facets of sampling. It is more comprehensive and gives more precision. This theory holds that for a research to have precision and validity required, it should select a sample of the population with characteristics that represents the entire population. With this, the researcher will be in a position to make a generalization of the entire population from the results of the sample.

Importance of Sampling Theory to Research Design

Sampling theories are important. Both pure science and social science research depend on sampling. It may not be possible to conduct research on the entire population. The cost involved in terms of time and materials is prohibitive (Rubin, 2005). This would therefore demand that a researcher develops an appropriate sample that would effectively be a representative of the entire population. Sampling theories have made several justifications for sampling. These theories have expressed the importance of sampling in coming up with answers to questions about various phenomena in the society. In research design, it is worth noting that there are some assumptions that are always made when using samples as a representative of the entire population. Sampling theories have tried to explain why such assumptions are necessary and how they affect the validity of the entire report when used (Soles, 2010).

Methods of Sampling, their Merits and Demerits

Scholars utilize various sampling methods when conducting research. Each method has its merits and demerits, making each appropriate for a particular study. The following are some of the most common sampling methods that are currently in use.

Cluster sampling is one of the most popular sampling methods (Barzun, 2004). It entails grouping the population geographically or in any desirable cluster unit. After determining various clusters appropriate for the study, a sample will be picked randomly from the cluster for examination. Each sample will be a representative of the cluster from which it was taken. This method is popular because it is cheap and easier to use. Moreover, it does not need information about the entire population. According to Rudestam (2007), this method is very appropriate when conducting face-to-face interviews. However, it has some demerits that make it not appropriate in some studies. Compared to other random sampling methods, its sampling errors are always considered large. This would demand for a larger sampling size to counter this sampling error. It is only fit when conducting research on a large population, as it is relatively expensive when conducting a study on a smaller population (Brause, 2000). Because of the shortfalls, the researcher did not apply this method of sampling.

Judgment sampling is another method of sampling. In this method, the researcher makes a conscious decision on the items to include in the study. He eliminates any randomness in choosing the samples. This method is very appropriate when the study population is small and clearly understood by the researcher (Anderson, 2009). It is also very appropriate when the researcher needs to provide case studies in the report. However, this method has largely been criticized as being prone to internal bias. Because the researcher brings in choice in picking the sample, there is danger of leaning towards certain attributes that to the researcher are desirable for the study (Francis, 1993). This is not always the case as one’s judgment may be clouded by physical appearances. Because it can only sustain a small population, it may not be appropriate for a study that has a large population. The credibility of the sample as a representative of the entire population is also subject to question because of its size. This rendered it inappropriate for this study.

Another sampling method is the convenience sampling. In this method, the researcher uses individuals who are willing to act as a sample population. In some cases, the sample population is given to the researcher. The main advantage of this method is that it is time sensitive. This method can also be used when dealing with either large or small population. However, this method is prone to bias from the respondent (Rugg, 2007). The results found through this method may not be extrapolated to reflect the population results because the respondent may be having similar view over the issue at hand. This made it inappropriate for this research.

Probability proportional to size is also commonly used (Calabrese, 2006). In this case, the sample size is determined according to the size of population. When the population is large, the sample must reflect this, and vice versa. The elements in the unit of study are given an equal chance of selection. This method reduces chances of biasness. However, Rudestam (2007) notes that it can be costly to extract the information needed from the respondents. The researcher therefore avoided it in sampling the population for this study.

Multi-stage sampling is another method. In this method, the researcher draws samples at different stages (Rugg, 2007). After identifying group, the researcher picks a sample from the group. If the group is too large, the researcher picks another sample from the initial sample. This process continues until the desired sample size is gotten. Earl (2009) observes that this method is considered as the most practical and efficient way of carrying out a research large population. However, it always incorporates complex calculations in order to achieve the desired precision (Mouton, 1990). Because this research involved a smaller population, this method was not considered necessary.

Another common method is the quota sampling. In this method, the researcher would need to stratify the population according to their importance. The researcher would then obtain quotas from the stratums. This method is quick and cheap. It is the most appropriate method if there is no sampling frame. Because randomness is eliminated, there is the danger of bias by the researcher when picking the sample (Bell, 2005). Moreover, it requires that the researcher have good knowledge of the attributes of the population to be in a position to come up with the correct sample. In this study, there was a clear sampling frame, and therefore this method was not applied.

Systematic sampling is another method of sampling. In this method, a smaller set of the population (with n items) is picked randomly. After this, the set with n items is used to get the sample. The items will be picked after a given interval, until the desired population is reached. The merit of this method is that the final sample that would be picked will be a representative of all aspects of the population. This method is also easier to use, especially when undertaking a quantitative research. Just like other methods of sampling, this method has its own shortcomings.

Baker (1999) observes that the method can be costly if the sample to be used is inconveniently located. It may also be time consuming in case the population of the study is large. This method was not appropriate for this study hence it was not used. Simple random sampling is arguable the simplest method of sampling (Bell, 2005). In this method, there is an equal chance of selecting any member of the population. All the members of the population have equal chance of selection as a sample representative. The merit of this method is that the value produced by the sample is always a representative of the entire population. It also has a simple sample design, which is easy to interpret. This method however, has a number of shortfalls. For it to be successfully used, Mare (2007) says that there is need to have an accurate and complete listing of the population. This method may be practically impossible to use in case the sample population is large.

Also popularly used is Stratified sampling. In this method, the study population is first divided into sub groups, depending on their homogeneity. They can be classified in terms or size, regions, type or any other desirable characteristics. In many studies, all the strata would have size depending on the weight they hold on the research (Bell, 2005). In case there is no special weight given to any of the strata, the researcher would consider having equal sizes for all the strata. This method is very reliable because it includes all the units of the study. This reduces possibility having sampling errors. However, selection of sample is more complex and it demands a deep understanding of the population under the study (Murray, 2006). The estimates used also involve very complex calculations. It was the most appropriate method for this study.

The Sampling Method Used for This Survey

There are some factors that should be put into consideration when choosing the right method of sampling in any given research project. In this research, precision was needed. The best method that would lead to the desired results was stratified sampling (Calabrese, 2006). As stated above, this method is simple to use and it is appropriate when one intends to use data quantitatively. The researcher settled on this method because the research population could be divided into subgroups for clarity purposes. The sample would then be divided into subgroups so that each group got equal representation. Having identified the two strata as employees and customers of Samba Financial Group, the employees were given more weight because of the significance of their answers to this research.

Reasons for Choosing the Above Sampling Method

In this dissertation, the researcher had a clearly defined study population. The population of the study was limited to customers and employees of Samba Financial Group in its Riyadh branches. Stratified sampling method was the best choice, as it would appropriately fit in our quantitative research. This method was also appropriate because it would enable get the data within the limited time we had (Cramer, 2003). As this research is intended to help other junior researchers, this method allowed the researcher to express and explain the systematic method used in data collection. Because it does not involve complex mathematical equations, it was much easier to articulate the steps to anyone consuming the paper.

Determination of the Sample Size

As stated above, in a study, there is always a need to have a sample population. This population will be a representative of the entire population. The selection of this sample must therefore be designed in a way that would give the expected results. Generally, there are two constrains that would help in the determination of the sample size: time and financial resources (Hughes, 1997). Time is very important in determining the sample size. If a researcher has a lot of time to conduct the research, it would be appropriate to consider using a larger sample size. However, in case the time available for the same is limited, then the researcher would be forced to limit the sample size to be in a position to conduct the entire research process successfully. Another constrain is the available finance for the research (Krathwohl, 2004). The process of collecting data and its subsequent analysis can be very expensive. For this reason, a researcher would determine the sample size based on the available finance. In this research, twenty-six people were chosen based on the two constrains given above and the five factors stated below

Besides the above general constrains, five other factors should be considered when choosing sample size. The factors are as stated below:

The variability of the population under study

There are instances where the items under study exhibit differences in characteristics, making it very difficult to choose a representative sample. Barzun (2004) explains that in cases where the study population does not exhibit serious difference in characteristic, it would be recommended that a researcher use a smaller sample as a representative of the entire population. However, if the study exhibits many differences, then it would be appropriate to use a larger sample as a representative. The researcher would be forced to look for all the varying attributes and include each of them in the sample (Taylor, 2005). In this research, it was noted that there was no big difference in character of the people under the study. A smaller population sample of twenty-six individuals was therefore enough to represent the entire population.

Confidence level

In every research, there is a given level of confidence desired of any research. Hoyle (2002) asserts that this precision will determine the sample size to be used in the study. In most researches, a confidence level 95 per cent is always recommended. Depending on the sensitivity on the issue under investigation, the percentage can be more or less than this standard value. In this research, it was necessary to produce a report that has standard level of precision. The sample population chosen was able to provide this.

Margin of error

When a sample is taken to be a representative of the population, the result would not always be an exact value. There will always be a variation between the actual value of the population, and the value given by the sample. The aim of every researcher is to ensure that the difference between the actual value of the population and the value given by the sample taken are as close as possible. The larger the sample size, the smaller the gap between the value of the population and that of the sample (Baily, 1994). By taking into consideration constrains, a researcher would determine the sample size that would give a value close enough to the value of the population. Samba Financial Group employees gave closely related answers, depending on their gender. The researcher was therefore convinced that the sample size chosen would produce a value that has minimal difference with the value of the population.

Population proportion

When a researcher sets to conduct a study in a given field, there are always characteristics that would be considered desirable for the research. According to Bak (2004), not all items in the population have the desirable characteristics that would enable success in the research. The researcher would hence be tasked with the duty of determining the proportion of the population that has characteristics that are desired in the study. This may not be easy because it may demand interaction between the researcher and the entire population of the study to determine the proportion with the desired attributes. It may be costly in terms of time and other resources. In this research, it was easier to determine the population proportion that would provide the desirable results for the study.

Population size

The total number of items in the study would always determine the sample size. Bouma (2000) says that it is always desirable to have a sample size that would properly represent the population. A large population would demand for a larger sample size, and vice versa. In social science, it is always recommended that the sample size be about five percent of the population. This percentage would be higher if the population is smaller. Conversely, it would be smaller if the population were too large (Goddard, 2001). The researcher used a sample that was about five percent of the entire population. This considerable sample size would be a considerable representation of the entire proportion. The population for this study will be 945 individuals. The researcher will use a sampling formula by Ewens (1972) to calculate the sample size of the study.

Sampling Formula

n=N/ (1+N (e²))

Where:

n = sample size

N= Target population

e= Degree of freedom

n=945/ (1+945*0.05²))

n=945/3.3625

n=281

Of the above population, 100 will be customers of this bank while the rest will be employees.

Data Analysis Technique

Methods of Data Analysis

Data analysis refers to the process of transforming raw data into refined useful information that can be of use to people. Glatthorn (2005) advises that before settling on a method of data analysis, it is important to the approach to be taken by the research. The research can take quantitative, qualitative or categorical approach. This research took a quantitative approach. Depending on the type and accuracy needed, data analysis can take a simple descriptive form, or a more complex statistical inferencing (Creswell, 2009). The technique used in the analysis can be univariate analysis, bivariate analysis or multivariate analysis. In selecting the appropriate method, a researcher should ensure that assumptions relating to the method are satisfied (Dunleavy, 2003).

In analyzing the collected data, the researcher will use appropriate statistical data analysis tools such as descriptive and inferential statistics in analyzing quantitative data.

In relation to the quantitative analysis, Miller (1991) argued that the most commonly used sets of statistics include mean, frequencies, standard deviation, median and percentages. The researcher will code and enter the quantitative data into Statistical Package for Social Sciences (SPSS version 17). Using SPSS, the researcher will use cross tabulation to compare economic performance, level of employee satisfaction, level of customer satisfaction and quality of management practices between the male and female branches of SAMBA branches. The researcher will also use descriptive statistics such as mean, standard deviation, percentage and frequencies to describe the properties of the target population. ANOVA will be used to determine the relationship between the dependent and the independent variables. Further, the researcher will use tables, figures, and charts to present the findings of the study. Because the research entails comparison of the two branches of the bank, the researcher will employ correlation analysis to bring to enhance clarity.

Reliability and Validity of the Method

Validity means appropriateness, applicability and truthfulness of a study. It is the ability of research instruments to produce results that are in agreement with theoretical and conceptual values(Tanke 2000, 4). In this study, internal validity was ensured through checking the represenativeness of the sample. The researcher ensured that the sample used captured all important characters at the Samba Financial Group as our target institution, and the Saudi society- especially the society in and around Riyadh city- as the immediate environment of our study. During data collection process and in analysis, the researcher steered away from any form of bias. All the respondents were picked randomly, without any preference. Moreover, the response received from the customers and employees of Samba Financial Group, and other stakeholders were assigned a similar weight, depending on their category. This ensured that data which was collected was not in any way, influenced by the opinion of the researcher.

External validity was ensured through triangulation that is, the researcher used more than one technique in collecting data. This was necessary to ensure that bias from one end is countered effectively by other techniques. As Delving (2006) says, respondents are human beings with weaknesses when it comes to giving views freely. They would always exegerate or underrate things when they make statements. Working with this in mind, the researcher designed a formula to moderate data gathered from the field to balance off the two extreams. The researcher found literature review to be very important in this part because the opinons they have are already moderated. External validity was also guaranteed by asking respondents to give their views. This would give them freedom of some sort, to provide information based on their own experience and views.

Reliability means that the study is consistent and lacks any ambiquity. It is the ability to trust something to provide an information that addresses the issue at hand. Dane (1990) explains that it is related to the accuracy of instruments that is, how accurate the measuring device is in measuring what it claims to measure. In this study, it was achieved through increasing verifiability of the perspective. The researcher adopted the principles of coherence, opennes and discourse in order to guarantee reliability.

Summary

Methodology is the very core of any research. It shapes the research and determines its validity. In every research, there is a need to employ a given method that would effectively help in the process of data collection. In a research, there are two sources of data collection. The first method is secondary source of data collection. Secondary sources are the literatures that have been written by other researchers who had conducted the research before. Literatures are always very important source of data because they present what other scholars have done. It is important for a researcher to incorporate secondary sources of data in his or her research. This way, it would be easy to avoid duplicating other people’s work. It would also provide the researcher with a clear path to take in his or her research.

The other method of data collection is the primary method. This involves getting the required data from the field through various methods of data collection. When using this method, it is important to pick a sample that would be used as a representative of the entire population. When conducting primary research, questionnaires are always very vital as a tool of data collection. It should be formatted appropriately in order to collect data that is desired. A pilot study helps predetermine the expected result of the study before data analysis. In some research, the population of study is very large hence sampling is necessary. Sampling refers to taking a sub set of the entire population to be the representative of the population.

Introduction

Chapter four addresses analysis of the data collected. In this chapter, data, which were collected from the fields, are transformed into useful information that can be consumed by others who may find relevance in this topic. It integrates both primary and secondary data to give desired result. It is from the results of this chapter that the hypotheses put forth in earlier chapters will be confirmed or be disapproved. This chapter therefore defines the whole process of the research. Its success will be success of the entire research process, and vice versa.

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Appendix

Questionnaire for Research

Background Information:

1. Nationality: Saudi ____ Non-Saudi _____
2. Gender: Male _______ Female _______
3. Highest level of education:
   • High School_____
   • Bachelor’s_______
   • Master’s _______
   • Doctorate______
   • Other ____
4. Are you employed? (Tick as appropriate)
   • Yes
   • No

Information from Customers

1. Have you heard of Samba?
   1. Yes
   2. No
2. If yes, have you had any transaction with them?
   1. Yes
   2. No
3. If yes, how was the experience?
   1. Bad
   2. Fair
   3. Good
   4. Excellent
4. Do you think this experience was in any way related to your gender?
   1. Yes
   2. No
5. How would you rate the responsiveness of the bank’s employees towards customers? (Tick as appropriate in a range of 5: where 1= very poor, 5=excellent)
   1. b)
   2. c)
   3. d)
   4. e)
   5. Would you recommend this bank to a friend?
      1. Yes
         • Why, briefly explain:_______________________________________________________________________________________________________________________________________________________________________________________
      2. No
         • Why not, briefly explain:_________________________________________________________________________________________________________________________________________________________________________
6. Is there any noticeable difference in the services offered at the male and female branches of the bank?
   1. Yes
   2. No.
7. If yes, which branch gives better service?
   1. Men
   2. Women
8. As a customer, how would you rate the male branch of Samba? (Given a scale, where 1= very poor and5= very good)
   1. 1
   2. 2
   3. 3
   4. 4
   5. 5
9. As a customer, how would you rate the female branch of Samba? (Given a scale, where 1= very poor and 5= very good)
   1. 1
   2. 2
   3. 3
   4. 4
   5. 5

Background Information

1. Nationality: Saudi ____ Non-Saudi _____
2. Gender: Male _______ Female _______
3. Highest level of education:
   • High School_____ Bachelor’s_______ Master’s _______ Doctorate______ Other ____
4. Are you employed? (Tick as appropriate)
   1. Yes
   2. No

For Employees of Samba only

[This part is specifically meant for the current employees of Samba at Riyadh branches.]

1. For how long have you been employed at this institution? __________________
2. What is your level in the bank as an employee?(Tick the appropriate level)
   1. Non-management staff
   2. Middle-level management
   3. Top-level management
3. Have you witnessed any difference in the treatment of employees based on gender?
   1. Yes
   2. No
4. If yes, how positively or negatively has this influenced your performance as an employee of this institution?
   1. Positively
   2. Negatively
   3. Does not matter
5. How would you rate your level of satisfaction as an employee of the bank? (Given a scale, where 1= very poor and 5= very good)
   1. 1
   2. 2
   3. 3
   4. 4
   5. 5
6. Do you find any difference in the management practices of the male and female branches of the bank?
   1. Yes
   2. No
7. Do you think male and female employees are equally involved in the top-level management decisions?
   1. Yes
   2. No
8. Do you think this has an impact on the economic performance of the male and female branches of the bank?
   1. Yes
   2. No

The researcher highly appreciates the fact that you have taken your time to respond to the above questions. The researcher would like to assure you that the information gathered will specifically be used for academic purposes and that it will remain a confidential document that is to be shared between the researcher and the faculty only. Thank you very much!