2019
DOI: 10.18843/ijms/v6i1(6)/02
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Effective Factors Influencing Performance Management System in Commercial Bank: An Exploratory Analysis

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Cited by 3 publications
(2 citation statements)
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“…The framework developed in setting out the instrument in this study is to develop assessment standards or indicators according to the type of service so that two contrasting point of views as the basis for the quality assessment can be obtained [8], [9]. The "gap" theory suggests that service quality as perceived by consumers stems from comparing what they feel service managers should offer with perceived quality of organizational management [10], [11], [12].…”
Section: Resultsmentioning
confidence: 99%
“…The framework developed in setting out the instrument in this study is to develop assessment standards or indicators according to the type of service so that two contrasting point of views as the basis for the quality assessment can be obtained [8], [9]. The "gap" theory suggests that service quality as perceived by consumers stems from comparing what they feel service managers should offer with perceived quality of organizational management [10], [11], [12].…”
Section: Resultsmentioning
confidence: 99%
“…However, this view focuses only on strategic management and the use of explanatory variables that do not yet represent the quality of management. An organization's management system is a multifaceted approach linking the performance of workers and organizations together (Samal, 2019). Therefore, the conclusions do not accurately reflect the impact of management on the business results of commercial banks.…”
Section: Introductionmentioning
confidence: 99%