Abstract
The interaction of employee personal values and ability with service quality of commercial banks
Highlights
During the past few decades, researchers have tried to determine the important factors to ancestor employee’s ability, which leads to improved quality of provided services (Borman & Motowidlo, 1993; Organ, 1997)
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 aim of this study is to evaluate the relationships of personal values, ability, and service quality, in the banking sector mentioned by Dimitrios (2004) as an important knowledgebased sector ignored previously
Summary
During the past few decades, researchers have tried to determine the important factors to ancestor employee’s ability, which leads to improved quality of provided services (Borman & Motowidlo, 1993; Organ, 1997). According to Chen (1999), the success of commercial banks in the competitive world needs four critical factors such as the ability of bank’s operation, ability to marketing, ability to develop bank trademarks and the ability of financial market management. The ability of bank’s operation shows the highest effect for the success and improvement, which is directly related to employees’ abilities and values. This high and critical effect can be explained more in several approaches, first, the bank employees have to manage and operate different daily activities, which need to be accomplished in high speed and frequency
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