SALES FORCE PRODUCT KNOWLEDGE & PERFORMANCE WITH INTERVENING ROLE OF SELF-EFFICACY AND MODERATING ROLE OF SUPERVISORY SUPPORT: THE CASE OF BANK ISLAMI PAKISTAN

Hameed, Muhammad Nouman; Ahmed, Muhammad

Research Article (Vol. 11(12)) 2022

SALES FORCE PRODUCT KNOWLEDGE & PERFORMANCE WITH INTERVENING ROLE OF SELF-EFFICACY AND MODERATING ROLE OF SUPERVISORY SUPPORT: THE CASE OF BANK ISLAMI PAKISTAN

Epistemology: Journal of Islamic Studies

Abstract

The Islamic banking industry in Pakistan is evolving rapidly over the last decade. Islamic banks are growing in a competitive environment with other conventional banks, but still, there are several challenges that they have to address in order to compete with conventional banks. These include employees‘ misunderstandings regarding Islamic banking, its operations, products, and services. Importantly, the knowledge and competence in Islamic banking employees especially in sales force while dealing with their customers have been questioned. Drawing on social cognitive theory, this study aims to investigate impact of sales force product knowledge on performance with intervening role of self-efficacy and moderating role of supervisory support in the context of Bank Islami Pakistan. Survey data of 447 employees (sales force) were collected from 54 cities all over Pakistan. Structural equation modeling was employed using SMART PLS. Results indicate that sales force product knowledge has a positive impact on self-efficacy. Similarly, self-efficacy positively influences sales force performance. However, sales force product knowledge does not have any impact on sales force performance. As a result, self-efficacy fully mediates the relationship between sales force product knowledge and sales force performance. Further analysis reveals that supervisory support positively moderates between selfefficacy and sales force performance. Theoretical and managerial implications have been discussed.

Keywords: Sales force Product knowledge; Sales force Performance; Sales force self-efficacy; Supervisory Support; Islamic Banking; Pakistan

Metadata Record

Record

Title

SALES FORCE PRODUCT KNOWLEDGE & PERFORMANCE WITH INTERVENING ROLE OF SELF-EFFICACY AND MODERATING ROLE OF SUPERVISORY SUPPORT: THE CASE OF BANK ISLAMI PAKISTAN

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Epistemology: Journal of Islamic Studies

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423:epistemology

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Research Article

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JournalArticle

SEIPID

423:epistemology:2022n12

Language

English

Publication Date

30 Dec 2022

Record Entered On

12 Nov 2026

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12 Nov 2026

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Active

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Registrant

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Published in

Epistemology: Journal of Islamic Studies

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Probe & Find Forum

ISSN

2519-6480

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2663-5828

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11 (12)

Pages

106-128

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Yes

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The issue states December 2022. Day 30 is a user-specified placeholder; the publication day is unverified.

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Social Sciences and Humanities

Religious Studies and Theology

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Open access

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CC BY 4.0

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https://epistemology.pk/assets/uploads/8__SALESFORCE_PRODUCT_KNOWLEDGE_PERFORMANCE_WITH_INTERVENING_ROLE_OF_SELF-EFFICACY_AND_MODERATING_ROLE_OF_SUPERVISORY_SUPPORT_THE_CASE_OF_BANK_ISLAMI_PAKISTAN.pdf

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[2] Abdullah, A. A., Sidek, R., Adnan, A. A. J. I. J. o. B., & Science, S. (2012). Perception of non-Muslims customers towards Islamic banks in Malaysia. 3(11).

[3] Ahmad, N., & Haron, S. J. I. j. o. I. f. s. (2002). Perceptions of Malaysian corporate customers towards Islamic banking products & services. 3(4), 1-16.

[4] Akbar, S., Shah, S. Z. A., Kal madi, S. J. I. J. o. I., finance, m. e., & management. (2012). An investigation of user perceptions of Islamic banking practices in the United Kingdom. https://doi.org/10.1108/17538391211282845

[5] Alam, M. K., Islam, F. T., Runy, M. K. J. A. J. o. E., & Banki ng. (2021). Why does Shariah governance framework important for Islamic banks? https://doi.org/10.1108/AJEB-02-2021-0018

[6] Ali, Q., Ali, H., & Kamis, U. H. H. (2018). Evaluation of Employees‘ Perception Towards Islamic Banks Growth. Journal of Islamic Bankin g and Finance, 35(4), 70-86.

[7] Ali, S. A., Hassan, A., Juhdi, N., Razali, S. S. J. I. J. o. E., & Systems. (2018). Employees‘ attitude towards Islamic banking: measurement development and validation. https://doi.org/10.1108/IJOES-05-2017-0070

[8] Ali, S. A., & Hassan, A. J. I. J. o. R. i. S. S. (2017). Employees‘ attitude towards Islamic banking: an exploratory study in Malaysia. 7(4), 114-138.

[9] Alkhateri, A. S., Abuelhassan, A. E., Khalifa, G. S., Nusari, M., & Ameen, A. J. I. B. M. (2018). The Impact of percei ved supervisor support on employees turnover intention: The Mediating role of job satisfaction and affective organizational commitment. 12(7), 477-492.

[10] Amin, H. J. J. o. I. A., & Research, B. (2020). Examining the influence of factors critical for the con sumer to accept the offered Islamic home financing. https://doi.org/10.1108/JIABR-07-2018-0110

[11] Ayu, K. S. (2017). PENGARUH PERSON -ORGANIZATION FIT TERHADAP KEPUASAN KERJA DENGAN DUKUNGAN ATASAN LANGSUNG SEBAGAI PEMEDIASI PADA UD KAPAS MODERN YOGYAKARTA UAJY].

[12] Ayub, M., Khan, K., Rashid, D., Shahzad, M. A., Rehman, H. J. J. o. I. B., & Management. (2019). Enhancing the competence and effectiveness of Sharī ‗ah advisory boards: Case of Islamic banking institutions in Pakistan. 9(1), 42-63.

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SALES FORCE PRODUCT KNOWLEDGE & PERFORMANCE WITH INTERVENING ROLE OF SELF-EFFICACY AND MODERATING ROLE OF SUPERVISORY SUPPORT: THE CASE OF BANK ISLAMI PAKISTAN

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