ISSN: 1019-7044
Volume XLVIII, Nos. 3 & 4, September & December 2023
Published: July 2024
Pages: 18-34
Md. Mosharref Hossain, Ph.D., Abu Rashed Osman, Ashraf Al Mamun, Ph.D.
The purpose of the study is to investigate how organizational performance, primarily in the banking services industry, is impacted by the service climate. To achieve the objective, a sample of 308 respondents' replies was used to test the hypotheses. All of the respondents were at the mid to senior level executives of both private and public sector banks in Bangladesh. The data were analyzed using T-tests, ANOVA, and multiple regression. The findings revealed a statistically significant link between organizational performance and Work Facilitation (WF), managerial support, and Customer Orientation (CO). Because the beta value is 0.68 at a p 0.001 level, the Customer Orientation (CO) is highly important. Three aspects of the service atmosphere were simultaneously combined into this study to assess Bangladesh's banking performance. The study's findings will aid bank management in realizing the value of the service climate in improving the performance of banking services. Management should carefully nurture the work facilitation, managerial support, and customer orientation variables because they reveal a statistically significant impact on organizational performance. JEL Classification: M10, M49
JEL Classification:
Keywords: Service Climate , Organizational Performance , Balanced Scorecard
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