Abstract
Globalisation, deregulation, technology, competition and new customers’ needs influence the banks to adopt marketing approach in promoting their product and services to generate income. In this aspect, personal selling which focuses on selling skills of banking employees becomes a very important banking function. This study intends to investigate the relationship between the determinants namely teamwork, learning, leadership, communication and, high performance culture and Key Performance Indicators (KPI). Inspite of the importance of KPI in measuring performance of salesforce, there is a lack of published empirical findings to explain the influence of these predictors on KPI achievement in banking sector.This study reported that the model explains 0.21 percent of the variance in KPI achievement. In which teamwork and high performance culture are found to be positive and significantly related. This new finding appears to imply that bank should cultivate and promote teamwork and high performance culture to ensure KPI highly achievable and enhance banks profitability.
Highlights
Globalisation, deregulation, technology, competition and new customers’ needs influence the banks to adopt marketing approach in promoting their product and services to generate income
Personal selling which focuses on selling skills of banking employees becomes a very important banking function.With the advancement of technology, rapid development in innovative products in financial services industry banks become more competitive in terms of achieving and sustaining high profit performance
The result in this study provides empirical evidence that of highly significant impact of teamwork on Key Performance Indicators (KPI) achievement (β = 0.251, t-Value = 2.695)
Summary
Globalisation, deregulation, technology, competition and new customers’ needs influence the banks to adopt marketing approach in promoting their product and services to generate income. In this aspect, personal selling which focuses on selling skills of banking employees becomes a very important banking function.With the advancement of technology, rapid development in innovative products in financial services industry banks become more competitive in terms of achieving and sustaining high profit performance. Sales in banking cover two types of financial products and services; i) interest -based ii) fee-based products. For example in selling mortgage loan, the sales force will sell MRTA (Mortgage Reducing Term Assurance) and other products; internet banking services
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