Exploring the Nexus between Human Values and Service Quality: A Quantitative Analysis of Motivational Factors in Malaysian Commercial Banking
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2024
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| author | Dr. Rukmini Natesan Dr. Ayesha Jamal |
| author_facet | Dr. Rukmini Natesan Dr. Ayesha Jamal |
| contents | <p>—This study explores the mediating effects of motivation in the relationship between human values and service quality. To examine the fundamental relationships among human values, motivation, and service quality, a Structural Equation Model (SEM) with a full mediation model was adopted. The model was designed and subsequently analyzed by utilizing the Partial Least Squares (PLS) procedure on data collected from a survey that yielded 936 usable questionnaires. The survey was sent to all 117 branches of two local commercial banks (CIMB and Maybank) operating in Kuala Lumpur, Malaysia. Both banks ranked the highest in terms of asset size and market capitalization. The mediating role of motivation was examined in the relationship between four dimensions of human values and bank service quality, whereby human values initiate service quality. The results support the notion that employee motivation fully mediates the relationship between self-enhancement values and service quality in commercial banks. These results demonstrate the unpredictable role of the interaction structures of human values on bank service quality</p> |
| format | Recurso digital |
| id | zenodo_https___doi_org_10_5281_zenodo_19331665 |
| institution | Zenodo |
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| publishDate | 2024 |
| publisher | Zenodo |
| record_format | zenodo |
| spellingShingle | Exploring the Nexus between Human Values and Service Quality: A Quantitative Analysis of Motivational Factors in Malaysian Commercial Banking Dr. Rukmini Natesan Dr. Ayesha Jamal Human values service quality mediation motivation commercial bank. <p>—This study explores the mediating effects of motivation in the relationship between human values and service quality. To examine the fundamental relationships among human values, motivation, and service quality, a Structural Equation Model (SEM) with a full mediation model was adopted. The model was designed and subsequently analyzed by utilizing the Partial Least Squares (PLS) procedure on data collected from a survey that yielded 936 usable questionnaires. The survey was sent to all 117 branches of two local commercial banks (CIMB and Maybank) operating in Kuala Lumpur, Malaysia. Both banks ranked the highest in terms of asset size and market capitalization. The mediating role of motivation was examined in the relationship between four dimensions of human values and bank service quality, whereby human values initiate service quality. The results support the notion that employee motivation fully mediates the relationship between self-enhancement values and service quality in commercial banks. These results demonstrate the unpredictable role of the interaction structures of human values on bank service quality</p> |
| title | Exploring the Nexus between Human Values and Service Quality: A Quantitative Analysis of Motivational Factors in Malaysian Commercial Banking |
| topic | Human values service quality mediation motivation commercial bank. |
| url | https://doi.org/10.5281/zenodo.19331665 |