Business Process Re-engineering, Customer Equity and Market Performance of Deposit Money Banks in South West, Nigeria
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Date
2024-12
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Lead City University, Ibadan
Abstract
The survival of most business firms across the globe and Nigeria in particular today largely depends on the adoption of novel strategies to withstand competition, maintain stability, optimize profit, increase customers’ satisfaction and maintain customer loyalty. Most often, this may be possible by the adoption of Business Process Re-engineering (BPR), which is a pre-determined tactic to enhance organizational performance. This study focused on the effect of the constructs of BPR, top management commitment, leadership, collaborative work environment, information technology and service delivery time on market performance with recourse to customer equity. The study employed a descriptive survey design targeting customers and employees of six selected banks, with sample sizes of 2,304 and 395 for customers and employees respectively, determined using Cochran's and Taro Yamane formulae. Data were collected using a validated, reliable questionnaire and analyzed with descriptive statistics and Structural Equation Modeling (SEM) via SmartPLS to test hypotheses. The findings indicated that top management has a significant influence on market performance (β = 0.955, t = 406.563, p < 0.001). Similarly, leadership also showed a positive and significant effect on market performance (β = 0.863, t = 174.736, p < 0.001). Furthermore, a collaborative work environment has a positive and significant impact on market performance (β = 0.906, t = 253.195, p < 0.001). Information technology capabilities also positively and significantly affect market performance (β = 0.984, t = 1347.463, p < 0.001). Finally, service delivery time has a positive and significant effect on market performance (β = 0.871, t = 151.358, p < 0.001). Customer Equity as a moderating effect of Business Process Re-engineering and market performance (β= 0.002, t= 2.692, P-value= 0.007). This implies that Customer Equity as a moderating effect of Business Process Re- engineering has a significant effect on market performance. This highlights the significance of integrating these factors effectively to drive market success. Consequently, it is therefore recommended that banks should focus not only on creating collaborative work environments but also on optimizing other organizational and technological factors to maximize their overall market impact.
Keywords: Business Process, Re-engineering, Market Performance, Customer Equity. Customer Satisfaction, Banking.
Word Count: 338
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Keywords
Business Process, Re-engineering, Market Performance, Customer Equity. Customer Satisfaction, Banking.
Citation
Kate Turabia