Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: An empirical study

Uchenna Paschal Anosike, Riyad Eid

Research output: Contribution to journalArticlepeer-review

22 Citations (Scopus)

Abstract

The purpose of this paper is to examine the interrelationships between internal customer orientation (ICO), internal service quality (ISQ), and customer orientation (CO) to develop and test a conceptual model of the antecedents of CO in the banking sector. The conceptual framework consists of the following constructs: ICO, interdepartmental conflict, interdepartmental connectedness, ISQ, job satisfaction, empowerment, and CO. Moreover, 10 hypotheses were developed and tested using a sample of 202 banks. Reliability analysis and confirmatory factor analysis have been used to test the validity of the constructs, while the structural equation modelling has been used in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested CO model including interdepartmental connectedness, interdepartmental conflict, job satisfaction, and empowerment are crucial to achieving business performance and CO. The results which emerged from our hypothesised model were found to support that ICO leads to ISQ and in turn CO. In particular, all variables show strong support for our hypothesised model, however, interdepartmental conflict was found to be a negative indicator. Findings suggest that the CO model can be deployed as a means of enhancing organisational behaviour to improve business performance.

Original languageEnglish
Pages (from-to)2487-2505
Number of pages19
JournalService Industries Journal
Volume31
Issue number14
DOIs
Publication statusPublished - Nov 2011

Keywords

  • Banking
  • Business performance
  • Customer orientation
  • Internal service quality

ASJC Scopus subject areas

  • Strategy and Management
  • Management of Technology and Innovation

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