Abstract
Previous research discussed the guidelines for creating a good business Process Model (PM), the critical success factors of business PM and the importance of the links between IT and business alignment and business performance, Business Process Reengineering (BPR) and business performance, security, trust and customer satisfaction and customer loyalty. However, no previous study has attempted to empirically demonstrate the relationship between creating a good business PM, service quality, business process time, business process cost and customer satisfaction.
Thus, this paper aims to investigate if creating a good business PM has an impact on business process performance. An empirical analysis based on data from 130 business and IT managers is used to evaluate the hypotheses that creating a good business PM positively impacts service quality, business process time, business process cost and customer satisfaction. The results were subjected to reliability and validity analyses. Bivariate correlation analysis and multivariate multiple linear regression analysis were used to test five hypotheses. The results confirmed that creating a good business PM has a positive impact on business process performance.