An Overview of Strategic Information Systems Planning in Banking Sectors: A case study of Riyadh Bank of KSA

Bajaber, Wejdan; AlQulaity, Manahil; Zafar, Aasim

doi:10.5120/ijca2016910211

Cited by 3 publications

(1 citation statement)

References 3 publications

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“…The banking sector is one of the most critical sectors which effects to country's economy. One of the more promising developments made by banks is the integration of new and enhanced technologies into banking processes (Bajaber et al, 2016). The introduction of new technologies (such as internet banking, mobile banking etc.)…”

Section: Introductionmentioning

confidence: 99%

Customer service performance in bridging the gap between strategic management of technology and financial performance: evidence from the banking industry of Sri Lanka

Nanayakkara

Wickremasinghe

Samarasinghe

2022

AJMM

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Purpose: There is empirical evidence that both Strategic Management of Technology (SMT) and increased Customer Service Performance (CSP) level led to improved Financial Performance (FP) of organizations. However, there is still a vacuum of empirical studies that explain how both SMT and CSP together lead to Financial Performance in a banking context as these have relatively scant literature that explain the links between technology orientation and customer-oriented corporate behaviour in an emerging context. Hence, this study aims to identify empirical relationships between Strategic Management of Technology, Customer Service Performance, and Financial Performance of the banking industry. Design/methodology/approach: A representative sample of one thousand two hundred (1200) professionals from commercial banks in the Western Province who are registered with the Colombo Stock Exchange in Sri Lanka were surveyed using a survey questionnaire. To test the priori-based conceptual model, the data was evaluated using structural equation modelling procedures with Smart PLS. 3.2 software. Findings: The study revealed the positive impact between SMT practices and FP; positive impact between SMT practices and CSP; the positive impact of CSP and FP; the mediation effect of CSP between SMT practices and FP of a service firm. Originality: The findings revealed the existence of a partial mediation of CSP on the relationship between SMT and the financial performance of the firm. The study empirically confirms the complementary role of customer service-related performance in implementing strategic technology management decisions in order to enhance the financial outcome of the sector. Implications: The results have implications for decision-makers in banks. Decision-makers can take measures to strike a proper balance between the bank's SMT and CSP so that they can increase the financial results. Keywords: Strategic Management of Technology, Financial Performance, Customer Service Performance, Commercial Banks

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Section: Introductionmentioning

confidence: 99%

Customer service performance in bridging the gap between strategic management of technology and financial performance: evidence from the banking industry of Sri Lanka

Nanayakkara

Wickremasinghe

Samarasinghe

2022

AJMM

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Investigating linkage between customer value and technology adoption behaviour: A study of banking sector in India

Magotra¹,

Sharma

2018

European Research on Management and Business Economics

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Les salariés face à la problématique des technologies numériques : une exploration en contexte bancaire

Kenfang Wambe

2024

Revue Internationale Des Sciences De l'Organisation

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L’objectif de la présente étude est de comprendre les effets des technologies numériques bancaires sur les salariés. Pour y parvenir, nous empruntons une démarche qualitative axée sur la théorisation ancrée. La saturation théorique est atteinte après 22 entretiens passés avec les salariés de front et de back-office . Le traitement hélicoïdal des données mobilise l’analyse de contenu thématique et les verbatim , l’ensemble étant soutenu par le logiciel Nvivo 12. Les résultats suggèrent des effets positifs sur le salarié en termes de performance contextuelles et de performance dans les tâches. Les conditions technologique, physique et temporelle de travail sont également améliorées. Toutefois, les salariés laissent entrevoir un état de tensions matérialisé par des troubles visuels et auditifs, et par le harcèlement moral venant des clients. L’étude invite à la mise sur pied des mesures pour y remédier.

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An Overview of Strategic Information Systems Planning in Banking Sectors: A case study of Riyadh Bank of KSA

Cited by 3 publications

References 3 publications

Customer service performance in bridging the gap between strategic management of technology and financial performance: evidence from the banking industry of Sri Lanka

Customer service performance in bridging the gap between strategic management of technology and financial performance: evidence from the banking industry of Sri Lanka

Investigating linkage between customer value and technology adoption behaviour: A study of banking sector in India

Les salariés face à la problématique des technologies numériques : une exploration en contexte bancaire

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