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

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  • Bee Wah Yap
  • Kok Wei Khong

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. Copyright © 2006 John Wiley & Sons, Ltd.

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  • Bee Wah Yap & Kok Wei Khong, 2006. "Examining the effects of customer service management (CSM) on perceived business performance via structural equation modelling," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 22(5‐6), pages 587-605, September.
    • Handle: RePEc:wly:apsmbi:v:22:y:2006:i:5-6:p:587-605
    DOI: 10.1002/asmb.648
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    Cited by:

    1. Israr Ahmad; Fauzia Syed; Saima Naseer; Ghulam Rasool, 2018. "Environmental Concern as an Underlying Mechanism between Environmental Beliefs and Green Purchase Intentions," South Asian Journal of Management Sciences (SAJMS), Iqra University, Iqra University, vol. 12(1), pages 93-115, Spring.
    2. Muhammad Mohsin Butt & Saadia Mushtaq & Alia Afzal & Kok Wei Khong & Fon Sim Ong & Pui Fong Ng, 2017. "Integrating Behavioural and Branding Perspectives to Maximize Green Brand Equity: A Holistic Approach," Business Strategy and the Environment, Wiley Blackwell, vol. 26(4), pages 507-520, May.
    3. Afzaal Ali & Guo Xiaoling & Adnan Ali & Mehkar Sherwani & Farhan Muhammad Muneeb, 2019. "Customer motivations for sustainable consumption: Investigating the drivers of purchase behavior for a green‐luxury car," Business Strategy and the Environment, Wiley Blackwell, vol. 28(5), pages 833-846, July.
    4. Michelle She Min Ngo & Michael J. Mustafa & Muhammad Mohsin Butt, 2023. "When and why employees take charge in the Workplace: the roles of learning goal orientation, role-breadth self-efficacy and co-worker support," Review of Managerial Science, Springer, vol. 17(5), pages 1681-1702, July.
    5. Chiu Mei Chee & Muhammad Mohsin Butt & Stephen Wilkins & Fon Sim Ong, 2016. "Country of origin and country of service delivery effects in transnational higher education: a comparison of international branch campuses from developed and developing nations," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 26(1), pages 86-102, January.
    6. Pui Ng & Muhammad Butt & Kok Khong & Fon Ong, 2014. "Antecedents of Green Brand Equity: An Integrated Approach," Journal of Business Ethics, Springer, vol. 121(2), pages 203-215, May.

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