Investigating the relationship between service quality and customer loyalty: A case study of banking industry

Aliakbar Aghaei, Mohammad Ali Mostafapour, Hamid Rezaei
2013 Management Science Letters  
Objective: Organizational ambidexterity refers to an organization's capacity to pursue two distinct goals at the same time, and is known as an important criterion in achieving competitive advantage. So far, many studies have been documented on the concept of organizational ambidexterity and its impact on performance. Nevertheless, few studies have examined its dual dimensions. Evidences suggest that ambidexterity has been positively correlated with performance, and for an organization, it is a
more » ... anization, it is a valuable tool for continuously improvement in the performance. In this study, ambidexterity has been considered as a construct with two dimensions of balance and combination, and attempt has been made to measure the relationship between this two dimensions and the performance in banking industry. Methods: To do so, initially, reviewing the literature, the conceptual model of this study was extracted, and then in order to analyze the research model and hypotheses, we examined 161 bank branches. The structural equation modeling based on partial least squares (PLS) was used to analyze the data. Results: The data analysis suggested a significantly positive impact of ambidexterity on performance which means if the organizations achieve high level of exploitation and exploration, the performance will improve. Conclusion: In this study, the increase in the combined amount of two exploitation and exploration activities or on the absolute value of the difference between these two activities was pointed out and according to the two aforementioned viewpoints, the role of ambidexterity on the performance was investigated. The contradictory results of the research in the two balanced and combined approaches indicated that it is not the balance between the two dimensions of exploitation and exploration that has a positive effect on performance and any increase in each of these two dimensions can lead to the improvement of the performance.
doi:10.5267/j.msl.2013.06.003 fatcat:5q7yq7ncxffuzhhcys6sjfjdz4