Today, companies are operating in a fast-changing environment of intense competition. It is essential that they continuously improve their competitive advantage by working hard to strengthen the soundness of their business systems, raise their competitiveness, and improve the quality of their manpower resources. The foundation of any company is its intellectual capital, and this has become an important direction in human resource development.
This research paper aims at the relationship between intellectual capital and competitive advantage as well as the effect of innovation and service quality on intellectual capital and competitive advantage. It also examines the moderating effect of strategy on the relationships between intellectual capital, innovation and service quality. Finally, this paper offers some helpful observations and suggestions on how companies may raise their competitive advantage.
This paper focuses on the banking industry. Two questionnaires were designed, one for supervisors and the other for consumers. For the former, random and convenience sampling were employed. Questionnaires were mailed to a random sample of 200 financial institutions in Kaohsiung and Taipei, of which 82 responded, a return rate of 41%. For the convenience sample, through the assistance of friends and relatives, a further 48 questionnaire replies were received. For the customer survey, the questionnaire targeted those banks which had already responded to the supervisor questionnaire. Each bank used convenience sampling methods to survey 3-5 customers at its service center. In total, 122 banks returned 573 valid questionnaires. The data from these questionnaires were subjected to a variety of statistical analysis including Pearson's correlation, independent t-test , ANOVA and regression analysis with the following results:
1. Intellectual capital has significant and positive influence on innovation.
2. Intellectual capital has significant and positive influence on service quality.
3. Intellectual capital has significant and positive influence on competitive advantage.
4. Innovation has significant and positive influence on competitive advantage.
5. Service quality has significant and positive influence on competitive advantage.
6. Strategy plays a siginificant moderator role on the relationship between human capital and innovation.
7. Strategy plays a siginificant moderator role on the relationship between human capital and service quality.
8. Innovation has a significant mediating influence on the relationship between human capital and competitive advantage.
Keywords: intellectual capital, strategy, innovation, service quality, competitive advantage
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0904105-221905 |
| Date | 04 September 2005 |
| Creators | Lo, Mei-Ping |
| Contributors | Min-Chu Yu, Liang-Chih Huang, Chin-Ming Ho, Yu-Chuan Tung |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0904105-221905 |
| Rights | not_available, Copyright information available at source archive |
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