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Examining the effects of customer service management (CSM) on perceived business performance via structural equation modelling
Author(s) -
Yap Bee Wah,
Khong Kok Wei
Publication year - 2006
Publication title -
applied stochastic models in business and industry
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.413
H-Index - 40
eISSN - 1526-4025
pISSN - 1524-1904
DOI - 10.1002/asmb.648
Subject(s) - structural equation modeling , business process reengineering , implementation , competence (human resources) , critical success factor , customer relationship management , business , process management , business process , marketing , computer science , knowledge management , operations management , mathematics , management , statistics , engineering , economics , work in process , lean manufacturing , programming language
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. Copyright © 2006 John Wiley & Sons, Ltd.