Talent analytics and customer performance: insights from the Indian banking sector

Maitri and Samarth Singh

International Journal of Process Management and Benchmarking, 2023, vol. 15, issue 4, 507-523

Abstract: The study focuses on inspecting the impact of talent analytics or human resource analytics (HRAs) on customers' performance in the Indian banking sector. Empirical data was obtained using quantitative analysis with 500 Indian banking professionals'. The technology acceptance model and diffusion of innovation theory led to the evolution of the questionnaire. The outcome of this analysis shows using of HRA in an organisation improves the ability of an organisation to assess the data of the customer, reduces the cost of analysing customer data, helps in fast handling of customer queries, and control managers' manipulation to substantially assess customer satisfaction. Further, the study finding affirms banking professionals are in favour of accepting the HRA through the elements of TAM theory.

Keywords: talent analytics; human resource analytics; HRAs; customer retention; customer satisfaction; customer performance; Indian banking. (search for similar items in EconPapers)
Date: 2023
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