Abstract:
Purpose: There is empirical evidence that both Strategic Management of Technology (SMT) and
increased Customer Service Performance (CSP) level led to improved Financial Performance (FP) of
organizations. However, there is still a vacuum of empirical studies that explain how both SMT and
CSP together lead to Financial Performance in a banking context as these have relatively scant
literature that explain the links between technology orientation and customer oriented corporate
behavior in an emerging context. Hence, this study aims to identify empirical relationships between
Strategic Management of Technology, Customer Service Performance, and Financial Performance of
the banking industry.
Design/methodology/approach: A representative sample of one thousand two hundred
(1200) professionals from commercial banks in the Western Province who are registered with the
Colombo Stock Exchange in Sri Lanka were surveyed using a survey questionnaire. To test the
priori-based conceptual model, the data was evaluated using structural equation modelling
procedures with Smart PLS. 3.2 software.
Findings: The study revealed the positive impact between SMT practices and FP; positive impact
between SMT practices and CSP; positive impact of CSP and FP; the mediation effect of CSP
between SMT practices and FP of a service firm.
Originality: The findings revealed the existence of a partial mediation of CSP on the relationship
between SMT and financial performance of the firm. The study empirically confirms the
complementary role of customer service-related performance in implementing strategic technology
management decisions in order to enhance the financial outcome of the sector.
Implications: The results have implications for decision makers in banks. Decision makers can
take measures to strike a proper balance between the bank's SMT and CSP so that they can
increase the financial results.
