IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-05484662.html

Customer service performance in bridging the gap between strategic management of technology and financial performance: evidence from the banking industry of Sri Lanka

Author

Listed:
  • S.M. Nanayakkara

    (University of Moratuwa)

  • Vathsala Wickramasinghe

    (University of Moratuwa)

  • G.D. Samarasinghe

    (University of Moratuwa)

Abstract

Purpose: There is empirical evidence that both Strategic Management of Technology (SMT) and increased Customer Service Performance (CSP) level led to improved Financial Performance (FP) of organizations. However, there is still a vacuum of empirical studies that explain how both SMT and CSP together lead to Financial Performance in a banking context as these is relatively scant literature that explain the links between technology orientation and customer oriented corporate behavior in an emerging context. Hence, this study aims to identify empirical relationships between Strategic Management of Technology, Customer Service Performance, and Financial Performance of the banking industry. Design/methodology/approach: A representative sample of thousand two hundred (1200) professionals from commercial banks in the Western Province who are registered with the Colombo Stock Exchange in Sri Lanka were surveyed using a survey questionnaire. To test the priori-based conceptual model, the data was evaluated using structural equation modeling procedures with Smart PLS. 3.2 software. Findings: The study revealed the positive impact between SMT practices and FP; positive impact between SMT practices and CSP; positive impact of CSP and FP; the mediation effect of CSP between SMT practices and FP of a service firm. Originality: The findings revealed the existence of a partial mediation of CSP on the relationship between SMT and financial performance of the firm. The study empirically confirms the complementary role of customer service-related performance in implementing strategic technology management decisions in order to enhance the financial outcome of the sector. Implications: The results have implications for decision makers in banks. Decision makers can take measures to strike a proper balance between the bank's SMT and CSP so that they can increase the financial results.

Suggested Citation

  • S.M. Nanayakkara & Vathsala Wickramasinghe & G.D. Samarasinghe, 2022. "Customer service performance in bridging the gap between strategic management of technology and financial performance: evidence from the banking industry of Sri Lanka," Post-Print hal-05484662, HAL.
    • Handle: RePEc:hal:journl:hal-05484662
    DOI: 10.31357/ajmm.v1i01.5466
    Note: View the original document on HAL open archive server: https://hal.science/hal-05484662v1
    as

    Download full text from publisher

    File URL: https://hal.science/hal-05484662v1/document
    Download Restriction: no
    File URL: https://libkey.io/10.31357/ajmm.v1i01.5466?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    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-05484662. 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.