IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-05458945.html

Emotional Intelligence towards strengthening the linkage between Internal Business Processes and Customer Service Performance: Evidence from the Sri Lankan Banking Industry

Author

Listed:
  • S.M. Nanayakkara

    (University of Moratuwa)

  • V. Wickramasinghe

    (University of Moratuwa)

  • G.D. Samarasinghe

    (University of Moratuwa)

Abstract

This study aimed to examine the influence of Emotional Intelligence (EI) on the possible link between Internal Business Process (IBP) and Customer Service Performance (CSP) in the Sri Lankan banking sector. Review of literature led the study to synthesize a conceptual model with hypotheses. The study adopted the survey strategy with a structured questionnaire, which was administered to a representative sample of 291 branches of commercial banks in the Western Province of Sri Lanka. The key informants / respondents from the bank branches included one thousand and ninety-four executive-level employees. The measurement model and structural model both were estimated by employing Partial Least Square (PLS) based structural equation modelling using SMARTPLS software. The findings revealed that IBP has a significant and positive influence on CSP of the banking industry of Sri Lanka. It was also found that EI has a positive moderating effect on the relationship between IBP and CSP in the banking sector. The findings have implications for decision makers in service organizations.

Suggested Citation

  • S.M. Nanayakkara & V. Wickramasinghe & G.D. Samarasinghe, 2020. "Emotional Intelligence towards strengthening the linkage between Internal Business Processes and Customer Service Performance: Evidence from the Sri Lankan Banking Industry," Post-Print hal-05458945, HAL.
    • Handle: RePEc:hal:journl:hal-05458945
    Note: View the original document on HAL open archive server: https://hal.science/hal-05458945v1
    as

    Download full text from publisher

    File URL: https://hal.science/hal-05458945v1/document
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-05458945. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.