TECHNOLOGY BASED EMPLOYEES TRAINING AND ORGANIZATIONAL PERFORMANCE WITH MEDIATING EFFECT OF CUSTOMER ORIENTED EMPLOYEES

Abstract

Training and technology come together to devise new methods. These are referred to as the technology-based training in the human resources. The technology based training is conveyed in all the teaching institutions and the organizations all over the world. Also, many people, groups and the institutions have adopted as expended resources. The organizations are making use of the customized methods of the technology-based know- how for the training of their employees and enhancing their own growth. The aim of this research is to explore the impact of technology-based human resource practices with a confined focus on their employees training through the organizational performance, especially of the customer- focused employees in mediating environment by intriguing some guidance from earlier endeavors. The present study explores the nature of the technology-based HR trainings practices with a focus on the banking sector in Pakistan. The study was carried out in the twin-cites of Rawalpindi and Islamabad. Random sampling technique was adopted and population mainly was categorized into six Islamic banks and 6 conventional Banks. Total seven hundred and fifty copies of the questionnaires were distributed among the employees of the Banks. The turnover was five hundred and seven scoring 67.6% response rates. The study found that technology- based training was highly positive and it significantly affected the customer-focused employees. The study further investigated that the technology-based training had a significant and positive impact on the customer-orientation and, at the same time, the customer-focused employees were highly positive and significantly added to the organizational performance. The study also detected that the impact of the technology-based trainings on the customer-focused employees in the Islamic banks was greater than in the conventional banks. The study strongly recommended that defining the right human resource service delivery by aligning the human resource investment in the relevant technology is essential to achieve the cherished organizational performance. The organizations should relate the administrative operation by simplifying and automating the human resource technology-based training to get the desired organizational performance and productivity. For the banks which have not yet investigated the self-service technology or the technology-based training, it is significant to emphasize the technology-based trainings to its employees, especially to those ones who are serving the customers at the front line to streamline the human resource administrative operations. The study also recommends that by implementing the technology-based training and acquiring the inputs from the top level management and the internal customers using this input and information for the organizational strategies and goal, can further the market shares and the profitability.