Factors influencing strategic quality planning and organisational performance of Co-opbank Pertama Malaysia Berhad

The banking industry, known for its resilience, has been significantly impacted by the COVID-19 pandemic, including Co-opbank Pertama Malaysia Berhad. Key factors influencing organisational performance include leadership, employee motivation, training, customer cooperation, quality commitment, and strategic quality planning. Despite their importance, limited research has examined these factors together, particularly in Malaysian banking and Co-opbank Pertama. This study uses the Resource-Based View (RBV) Theory to explore direct and indirect relationships between these factors and organisational performance. Data were collected through 38 Likert-scale items, distributed via email to 500 Co-opbank Pertama employees, achieving an 85.4% response rate with 341 valid questionnaires for analysis. Findings show positive and significant relationships between leadership, employee motivation, training, customer cooperation, quality commitment, and organisational performance. Strategic quality planning also positively influences performance and partially mediates the relationships between these factors and performance. This study highlights the importance of strategic quality planning in enhancing organisational performance, providing insights for the cooperative banking sector in Malaysia. It suggests that improved leadership strategies, employee motivation, and engagement are crucial for successful quality planning. Future research should explore different contexts, including other banking institutions and industries, and consider mixed-methods approaches to deepen understanding. In conclusion, this study contributes to the knowledge of strategic quality planning's impact on organisational performance in Malaysia's cooperative banking sector, offering valuable insights for academia, practitioners, and top management at Co-opbank Pertama.