Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry

Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry

Personal selling has become a core strategy of banks’ competitiveness.The key success of personal selling is the imperative role of the salesforce in delivering quality sales of banking products and services and achieving individual Key Performance Indicator (KPI). KPI is a new performance measurem...

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Main Author: Zunarni, Kosim
Format: Thesis
Language:eng
eng
Published: 2017
Subjects:
HG Finance
Online Access:https://etd.uum.edu.my/7141/1/s93129_01.pdf
https://etd.uum.edu.my/7141/2/s93129_02.pdf
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Ahmad, Nor Hayati
topic HG Finance
spellingShingle HG Finance
Zunarni, Kosim
Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry
description Personal selling has become a core strategy of banks’ competitiveness.The key success of personal selling is the imperative role of the salesforce in delivering quality sales of banking products and services and achieving individual Key Performance Indicator (KPI). KPI is a new performance measurement adopted in modern banking. Hence, this was a maiden study to identify the drivers for KPI achievement in Malaysian banks, namely individual competencies (performance orientation, affiliate interest, job quality, commitment to work, agility, adaptive selling, planning, communication and learning) and perceived organizational factors (articulate visionary leader, high performance culture and teamwork). Malaysian banks face great challenges to retain the salesforce in sales job. Hence, this study also examined the impact of individual competencies and the organizational factors to retain the salesforce. The novelty of this study was the investigation of the mediating effects of KPI achievement on the relationship between individual competencies, organizational factors, and salesforce retention. Data was obtained through questionnaires to 190 members of the salesforce who were attached to eight domestic banks in three regions. Multiple regression results show performance orientation, agility flexibility and teamwork have significant impacts on KPI achievement. Meanwhile, performance orientation, affiliate interest, commitment to work and all organizational factors significantly influenced the salesforce’s intention to retain. The results support the Herzberg Motivation Theory that the ability to perform well and the synergy of teamwork in banks increase the salesforce’s KPI achievement and the intention to retain. The result of the hierarchical regression analysis shows that KPI achievement fully mediates the relationship between performance orientation, teamwork and intention to retain, which supports the Expectancy Theory. The findings of this study provide statistical evidence of KPI drivers and the important role of KPI and the intention to retain. The findings also indicate practical, theoretical and policy implications to relevant parties.
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Zunarni, Kosim
author_facet Zunarni, Kosim
author_sort Zunarni, Kosim
title Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry
title_short Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry
title_full Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry
title_fullStr Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry
title_full_unstemmed Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry
title_sort drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry
granting_institution Universiti Utara Malaysia
granting_department School of Economics, Finance & Banking
publishDate 2017
url https://etd.uum.edu.my/7141/1/s93129_01.pdf
https://etd.uum.edu.my/7141/2/s93129_02.pdf
_version_ 1747828160622231552
spelling my-uum-etd.71412021-08-19T01:16:01Z Drivers of key performance indicators achievement and its mediating effect on salesforce intention to retain in the banking industry 2017 Zunarni, Kosim Ahmad, Nor Hayati School of Economics, Finance & Banking School of Economics, Finance and Banking HG Finance Personal selling has become a core strategy of banks’ competitiveness.The key success of personal selling is the imperative role of the salesforce in delivering quality sales of banking products and services and achieving individual Key Performance Indicator (KPI). KPI is a new performance measurement adopted in modern banking. Hence, this was a maiden study to identify the drivers for KPI achievement in Malaysian banks, namely individual competencies (performance orientation, affiliate interest, job quality, commitment to work, agility, adaptive selling, planning, communication and learning) and perceived organizational factors (articulate visionary leader, high performance culture and teamwork). Malaysian banks face great challenges to retain the salesforce in sales job. Hence, this study also examined the impact of individual competencies and the organizational factors to retain the salesforce. The novelty of this study was the investigation of the mediating effects of KPI achievement on the relationship between individual competencies, organizational factors, and salesforce retention. Data was obtained through questionnaires to 190 members of the salesforce who were attached to eight domestic banks in three regions. Multiple regression results show performance orientation, agility flexibility and teamwork have significant impacts on KPI achievement. Meanwhile, performance orientation, affiliate interest, commitment to work and all organizational factors significantly influenced the salesforce’s intention to retain. The results support the Herzberg Motivation Theory that the ability to perform well and the synergy of teamwork in banks increase the salesforce’s KPI achievement and the intention to retain. The result of the hierarchical regression analysis shows that KPI achievement fully mediates the relationship between performance orientation, teamwork and intention to retain, which supports the Expectancy Theory. The findings of this study provide statistical evidence of KPI drivers and the important role of KPI and the intention to retain. The findings also indicate practical, theoretical and policy implications to relevant parties. 2017 Thesis https://etd.uum.edu.my/7141/ https://etd.uum.edu.my/7141/1/s93129_01.pdf text eng public https://etd.uum.edu.my/7141/2/s93129_02.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abadi, F. E., Jalilvand, M. R., Sharif, M., Salimi, G. A., & Khanzadeh, S. A. (2011). A study of influential factors on employees‟ motivation for participating in the in-service training courses based on modified expectancy theory. International Business and Management, 2(1), 157-169. Abeysekera, N., & Wickramasinghe, A. (2011). Self-Checkoit at banks: So why salesperson- A case of Sri Lankan Banking sector. International Business Management, 5(6), 398– 403. Abidin, S. Z., & Ismail, R. (2010). Impact of workers‟ competence on their performance in the Malaysian private service sector. Business and Economic Horizons, (02), 25-36. ABM. (2013). The Association of Banks in Malaysia. 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