Emotional Intelligence towards strengthening the linkage between Internal Business Processes and Customer Service Performance: Evidence from the Sri Lankan Banking Industry

S.M. Nanayakkara, V. Wickramasinghe () and G.D. Samarasinghe
Additional contact information
S.M. Nanayakkara: University of Moratuwa
V. Wickramasinghe: University of Moratuwa
G.D. Samarasinghe: University of Moratuwa

Post-Print from HAL

Abstract: This study aimed to examine the influence of Emotional Intelligence (EI) on the possible link between Internal Business Process (IBP) and Customer Service Performance (CSP) in the Sri Lankan banking sector. Review of literature led the study to synthesize a conceptual model with hypotheses. The study adopted the survey strategy with a structured questionnaire, which was administered to a representative sample of 291 branches of commercial banks in the Western Province of Sri Lanka. The key informants / respondents from the bank branches included one thousand and ninety-four executive-level employees. The measurement model and structural model both were estimated by employing Partial Least Square (PLS) based structural equation modelling using SMARTPLS software. The findings revealed that IBP has a significant and positive influence on CSP of the banking industry of Sri Lanka. It was also found that EI has a positive moderating effect on the relationship between IBP and CSP in the banking sector. The findings have implications for decision makers in service organizations.

Keywords: Banking Sector; Customer Service Performance; Banking Sector Customer Service Performance Emotional Intelligence Internal Business Processes; Business success; Emotional intelligence as a driver of business success; Banking sector; Emotional Intelligence; Internal Business Processes; Financial services industry; Banking innovation; Customer service performance in the banking industry; Leadership emotional intelligence and business performance; Competitive advantage; Business processes; Customer service performance; Emotional intelligence and technology strategy (search for similar items in EconPapers)
Date: 2020
Note: View the original document on HAL open archive server: https://hal.science/hal-05458945v1
References: Add references at CitEc
Citations:

Published in South Asian Journal of Marketing, 2020

Downloads: (external link)
https://hal.science/hal-05458945v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05458945

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().