Abstract
This causal study empirically examines the impact of multidimensional Service Innovation (SI) based on New Service
Offering/product (NSO), new service process (NSP) and New
Service Business Model (NSBM) on performance of banking
services from a developing country context in the face of
business environment (BE) characterized by dynamism and
competitiveness. It employs quantitative data gathered through
cross-sectional self-administered survey questionnaire on a 5-
point Likert-type scale from a sample of 220 managers from the
banking organizations to predict the impact of multidimensional service innovation on performance. Data are
analyzed statistically through SPSS-19 and Amos-18 by means
of bivariate correlation and regression. Results indicate a strong
impact of multi-dimensional service innovation on
performance. Each dimension of service innovation
significantly predicts service innovation performance. Business
environment theorized in terms of competition and uncertainty
fails to moderate the relationship between service innovation
and performance. In this way, this study offers many valuable
insights in the field of service innovation and performance
management areas which can be valuable to several audiences
such as researchers, practitioners and policy makers in
developing service innovation strategies to augment
performance. It is a fresh addition to literature and contributes
both theoretically and practically.
Muhammad Umer Asgher, Muhammad Imran Hanif. (2018) Impact of Multi-Dimensional Service Innovation on Performance of the Banking Services, Paradigms , Vol 12, Issue 1.
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