The role of management training in improving customer service quality

Abstract

Customer service quality is the essential element for the success of an organization that needs the attention of researchers and regulators. Therefore, the present study investigates the role of management training on the organizational strength, organizational performance, and customer service quality of the banking sector in Vietnam. This study also examines the impact of organizational performance and organizational strength on the customer services quality and also mediating role of organizational performance and organizational strength among the links of management training and customer services quality of the banking sector in Vietnam. The questionnaires have been used by the research to gather the data, and smart-PLS has been used to test the hypotheses. The results revealed that management training has a positive association with organizational strength, organizational performance, and customer service quality of the banking sector in Vietnam. The results also indicated that organizational performance and organizational strength have a positive association with customer service quality and organizational performance, and organizational strength positively mediates among the nexus of management training and customer service quality of the banking sector in Vietnam. This research has guided the regulation-making authorities to focus on the management training that could enhance organizational success.