公共部门银行创新与客户满意度的关系:高层管理支持的调节作用

IF 2.3 Q3 BUSINESS
Muhammad Faisal Sultan, Javed Nabi Khoso, Shuja Ahmed Mahesar, Baqir Husnain
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引用次数: 0

摘要

近年来,商业组织被迫在竞争环境中竞争,推进创新,提供改进的产品和服务质量,并有效地响应动态需求和偏好。在巴基斯坦,对企业创业的研究现在很普遍。虽然大多数研究都倾向于探索公司创业与公司成长之间的联系,但是,也有必要检查公司创业与其他成长要素的关系。因此,本研究试图以公共部门银行中层管理人员为参考,探讨创新作为企业创业的一部分对客户满意度的影响。通过结构化问卷收集数据,并通过SMART-PLS进行分析。结果表明,企业企业家精神与客户满意度之间存在明确的关系,而高层管理人员的支持也是公共部门银行背景下的一个强有力的变量。因此,本研究将有助于增进理解和建立理论标准。本研究的实证结果也反映出创新是顾客满意的显著预测因子,而高层管理人员的适度支持对顾客满意有显著的促进作用。该研究在研究结果的基础上提出了管理意义和未来的研究建议。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Relating Innovativeness to Customer’s Satisfaction in Public-Sector Banks: Moderating Role of Top-Management Support
In recent years, business organizations have been compelled to compete in the competitive environment and to advance innovativeness, provide improved product and service quality and respond effectively to dynamic demands and preferences. Studies on corporate entrepreneurship are now common in Pakistan. Although most of the studies tend to explore the link between corporate entrepreneurship & a firm’s growth, however, there is also a need to check the relationship of corporate entrepreneurship with other elements of growth. Therefore, this study tries to explore the effect of innovation as a part of corporate entrepreneurship on customer’s satisfaction with the reference of middle-level management of public sector banks. Data was collected through a structured questionnaire which was analyzed through SMART-PLS. The results indicate that there is a definite relationship between corporate entrepreneurship and customer satisfaction, whereas the support of top management is also a potent variable in the context of public sector banks. This study, therefore, will be beneficial for increasing understanding and theory building criteria. The empirical findings of the study also reflected that innovation is a significant predictor of customer satisfaction and moderation of top management support is significant to foster customer satisfaction. The study offers managerial implications and future research recommendations on the basis of the findings.
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来源期刊
CiteScore
4.70
自引率
5.60%
发文量
20
审稿时长
48 weeks
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