Technology Enhanced Single View of Customers as a Predictor for Effective Performance of the Modern Banking Institutions

Abstract

While using confirmatory factor analysis, this paper examines the pivotal factors and values associated with the use of the technology enhanced single view of customers as a predictor for effective performance of the contemporary banking institutions. It is posited in the overriding hypothesis that the effectiveness of the technology enhanced single view of customers and the ability to achieve all its associated business values are significantly moderated by variables encompassing technological compatibility, structural philosophy, executives’ commitment and employee education. Testing and validating this underpinning hypothesis was undertaken according to four main steps; model specification, sample size estimation, data collection, and the calculation of estimates and interpretation of indices. RMSEA (Root Mean Square Error of Approximation) and Chi-squared ( 14x2"> ) analysis did not indicate good model fitness. However, the overall interpretation of the findings revealed most of the incremental fit indices, and the standardised regression weights (factor loadings) and squared multiple correlations co-efficient ( 14r2"> ) to strongly support the overriding hypothesis that the effectiveness of the technology enhanced single view of customers and its ability to influence improvement of the performance of the contemporary banking institutions are predicted by certain four pivotal factors (technological compatibility, structural philosophy, executives’ commitment and employee education). The study concludes with a conceptual framework highlighting critical steps and pivotal factors that banking executives can adopt in the endeavour to ensure the successful development and utilisation of technology enhanced single view of customers.

Keywords: banking institutions; performance; single view of a customer