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 | |
| 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