The interaction of employee personal values and ability with service quality of commercial banks

Kamiab, Zahra and Singaravelloo, Kuppusamy (2018) The interaction of employee personal values and ability with service quality of commercial banks. Management Science Letters, 8 (8). pp. 859-872. ISSN 1923-9335, DOI

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This study evaluates the interactions among personal values, ability and service quality of all branches of two commercial banks (CIMB and Maybank) operating in Kuala Lumpur, Malaysia (N = 117 branches), which are the greatest financial services group with the highest ranking based on asset range and financial statistics. The results indicate a difference in Malaysian values context and priority compared with the previous studies performed in developed countries. Structural Equation Model (SEM) is applied to analyze the mediating role of ability among personal values and service quality. The results show a strong and positive effect of three dimensions of values, including self-enhancement, openness to change and conservation on service quality in direct and indirect effect. Also, research findings mention the employees’ ability as a behavior outcome plays a mediator role in the relationship between these three constructs of personal values and bank service quality. Implications of research findings are discussed, together with limitations and suggestions for future studies.

Item Type: Article
Uncontrolled Keywords: Ability; Mediation; Personal values; Service quality
Subjects: H Social Sciences > HG Finance
H Social Sciences > HG Finance > Banking
Divisions: Faculty of Economics & Administration
Depositing User: Ms. Juhaida Abd Rahim
Date Deposited: 31 Jul 2019 00:48
Last Modified: 31 Jul 2019 00:48

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