Examining the effects of customer service management (CSM) on perceived business performance via structural equation modelling

Bee Wah Yap; Kok Wei Khong

doi:10.1002/asmb.648

Examining the effects of customer service management (CSM) on perceived business performance via structural equation modelling

Bee Wah Yap, Kok Wei Khong

Nottingham University Business School China

Research output: Journal Publication › Article › peer-review

40 Citations (Scopus)

Abstract

Structural equation modelling (SEM) is a useful multivariate technique to investigate the causal relationships between variables. This paper uses SEM to model the relationships between critical success factors (CSFs) of business process reengineering (BPR) implementations, customer service management (CSM) and perceived business performance (PBP) in Malaysian banking institutions. SEM results show that Management Competence has significant positive effects on PBP and CSM. Information technology (IT) infrastructure capabilities has significant effects on CSM but statistically insignificant (but positive) effect on PBP. Similarly Effective Process Redesign has statistically insignificant (but positive) effect on CSM and PBP. Results also show that CSM has a positive and significant association with PBP.

Original language	English
Pages (from-to)	587-605
Number of pages	19
Journal	Applied Stochastic Models in Business and Industry
Volume	22
Issue number	5-6
DOIs	https://doi.org/10.1002/asmb.648
Publication status	Published - Sept 2006

Keywords

Banking industry
Business process reengineering
Customer service management
Perceived business performance
Structural equation modelling

ASJC Scopus subject areas

Modelling and Simulation
General Business,Management and Accounting
Management Science and Operations Research

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10.1002/asmb.648

Cite this

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abstract = "Structural equation modelling (SEM) is a useful multivariate technique to investigate the causal relationships between variables. This paper uses SEM to model the relationships between critical success factors (CSFs) of business process reengineering (BPR) implementations, customer service management (CSM) and perceived business performance (PBP) in Malaysian banking institutions. SEM results show that Management Competence has significant positive effects on PBP and CSM. Information technology (IT) infrastructure capabilities has significant effects on CSM but statistically insignificant (but positive) effect on PBP. Similarly Effective Process Redesign has statistically insignificant (but positive) effect on CSM and PBP. Results also show that CSM has a positive and significant association with PBP.",

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AB - Structural equation modelling (SEM) is a useful multivariate technique to investigate the causal relationships between variables. This paper uses SEM to model the relationships between critical success factors (CSFs) of business process reengineering (BPR) implementations, customer service management (CSM) and perceived business performance (PBP) in Malaysian banking institutions. SEM results show that Management Competence has significant positive effects on PBP and CSM. Information technology (IT) infrastructure capabilities has significant effects on CSM but statistically insignificant (but positive) effect on PBP. Similarly Effective Process Redesign has statistically insignificant (but positive) effect on CSM and PBP. Results also show that CSM has a positive and significant association with PBP.

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Examining the effects of customer service management (CSM) on perceived business performance via structural equation modelling

Abstract

Keywords

ASJC Scopus subject areas

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