Enhancing Financial Performance of the Banks: The Role of Customer Response and Operations Management

The current study investigates the relations between the following variables customer
response, operations management, and financial performance. The questionnaires
were distributed among the board of upper management, middle management,
and first-line management in Al-Tadamon Islamic bank in Sudan. Then, the feedbacks
were analyzed using SPSS, and the response rate was 77%. The outcomes displayed
that, the customer response effect positively operations management and financial
performance. Similarly, operations management influences financial performance, but
operations management does not mediate the relations between customer response
and financial performance.