IMPACT OF BUSINESS INTELLIGENCE ADOPTION ON PERFORMANCE OF BANKS: A CONCEPTUAL FRAMEWORK

Abstract

With the mounting prominence of inter-disciplinary methodologies in management, it was appropriate to study the impact of business intelligence on the performance of an organization. In the present study, the author attempted to create a conceptual framework to measure the impact of Business Intelligence Adoption on bank performance in order to add value to the existing views on Business Intelligence Adoption (BIA). Further the literature review approach was carried out to realize the definite gap that exists in the area of BIA. Also in lieu of the strong customer base of modern banks, the study has included Customer Relationship Management as a moderating variable of the proposed framework. This would enhance the focus of BIA in relationship with all the included variables which will enable a bank to lay policies based on the identified relationship between the variables of the study. Literature was assessed on all the variables and the research gap was identified paving way for conceptualisation of a model which can be used in future to measure the impact of BIA on Bank Performance in purview of Customer Relationship Management. This study would be an initial preparatory tool to arrive at a model so as to assess and quantify the impact of BIA on performance of banks in future.