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The interaction of employee personal values and ability with service quality of commercial banks

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 an...

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Bibliographic Details
Main Authors: Kamiab, Zahra, Singaravelloo, Kuppusamy
Format: Article
Published: Growing Science 2018
Subjects:
HG Finance
Banking
Online Access:http://eprints.um.edu.my/21700/
https://doi.org/10.5267/j.msl.2018.6.002
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spelling my.um.eprints.217002019-07-31T00:48:24Z http://eprints.um.edu.my/21700/ The interaction of employee personal values and ability with service quality of commercial banks Kamiab, Zahra Singaravelloo, Kuppusamy HG Finance Banking 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 results indicate a difference in Malaysian values context and priority compared with the previous studies performed in developed countries. Structural Equation Model (SEM) is applied to analyze the mediating role of ability among personal values and service quality. The results show a strong and positive effect of three dimensions of values, including self-enhancement, openness to change and conservation on service quality in direct and indirect effect. Also, research findings mention the employees’ ability as a behavior outcome plays a mediator role in the relationship between these three constructs of personal values and bank service quality. Implications of research findings are discussed, together with limitations and suggestions for future studies. Growing Science 2018 Article PeerReviewed Kamiab, Zahra and Singaravelloo, Kuppusamy (2018) The interaction of employee personal values and ability with service quality of commercial banks. Management Science Letters, 8 (8). pp. 859-872. ISSN 1923-9335 https://doi.org/10.5267/j.msl.2018.6.002 doi:10.5267/j.msl.2018.6.002
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
topic HG Finance
Banking
spellingShingle HG Finance
Banking
Kamiab, Zahra
Singaravelloo, Kuppusamy
The interaction of employee personal values and ability with service quality of commercial banks
description 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 results indicate a difference in Malaysian values context and priority compared with the previous studies performed in developed countries. Structural Equation Model (SEM) is applied to analyze the mediating role of ability among personal values and service quality. The results show a strong and positive effect of three dimensions of values, including self-enhancement, openness to change and conservation on service quality in direct and indirect effect. Also, research findings mention the employees’ ability as a behavior outcome plays a mediator role in the relationship between these three constructs of personal values and bank service quality. Implications of research findings are discussed, together with limitations and suggestions for future studies.
format Article
author Kamiab, Zahra
Singaravelloo, Kuppusamy
author_facet Kamiab, Zahra
Singaravelloo, Kuppusamy
author_sort Kamiab, Zahra
title The interaction of employee personal values and ability with service quality of commercial banks
title_short The interaction of employee personal values and ability with service quality of commercial banks
title_full The interaction of employee personal values and ability with service quality of commercial banks
title_fullStr The interaction of employee personal values and ability with service quality of commercial banks
title_full_unstemmed The interaction of employee personal values and ability with service quality of commercial banks
title_sort interaction of employee personal values and ability with service quality of commercial banks
publisher Growing Science
publishDate 2018
url http://eprints.um.edu.my/21700/
https://doi.org/10.5267/j.msl.2018.6.002
_version_ 1643691635205210112
score 13.211869

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