The Effects of Talent Management on Service Quality: A Study on Commercial Banks in Egypt

  •  Wageeh Nafei    


Background: Talent Management (TM), as a new managerial concept with regard to Human Resource Management (HRM), has increasingly gained concern and attention from the academic as well as business world, but there are many gaps left for further theoretical development and empirical study. On the other hand, Service Quality (SQ) has become a popular area of academic research.

Purpose: The purpose of this study is to investigate the relationships between TM and SQ at the Egyptian Commercial Banks (ECB).

Research Design/Methodology: Using Heinen & O'Neill (2004) of TM, the study develops a number of hypotheses and tests them. This research is an applied form in terms of its goals and is descriptive in terms of the method of data collection. Of the 382 questionnaires that were distributed, 300 usable questionnaires were returned, a response rate of 78%.

Findings: The main findings are that for TM significantly and positively related to the SQ. In other words, TM are more effective in achieving SQ. High TM will be more likely to achieve high profit.

Practical implications: The study suggests that the ECB can improve SQ by influencing its TM. The study provided that the necessity to pay more attention to the dimensions of TM as a key source for organizations to enhance the competitive advantage which is of prime significance for SQ.

Originality/value: The study observes that there is a critical shortage of TM and that a greater understanding of the factors that influence the SQ is of great importance. Therefore, this study is to examine the relationship between TM and SQ at the ECB.

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