Employee's Perception on Service Quality of Public Sector Banks
P. Sanyasi Rao, Prof. K.Rama Mohana Rao
Banks, Employees, Perception, Public Sector, Service Quality
Service quality has been recognized as an important aspect for service organizations, especially from the employee’s point of view. Employee perceptions are considered vital to the service quality in organizations as employees directly interact with customers and provide the services. Employees are said to be associated significantly satisfied with the service quality and customer satisfaction. Satisfied employees are more productive, innovative, and loyal, so the impact on customer satisfaction. Employees who are satisfied will be able to play the role of a strong core in achieving excellence and organizational effectiveness. Therefore, the study aims to provide an understanding of how employees perceive service quality in public sector banks and to gain deeper insight of the dimensions influencing employees’ perception by using SERVQUAL instrument. The results of the study reveal that the dimensions tangibles, reliability, assurance and responsiveness show significant influence on employees’ perception on service quality. However, empathy does not show significant influence on employees’ perception on service quality.