Employee's Perception on Service Quality of Public Sector Banks
Author(s):
P. Sanyasi Rao, Prof. K.Rama Mohana Rao
Keywords:
Banks, Employees, Perception, Public Sector, Service Quality
Abstract
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.
Article Details
Unique Paper ID: 147067

Publication Volume & Issue: Volume 5, Issue 4

Page(s): 1 - 9
Article Preview & Download


Share This Article

Join our RMS

Conference Alert

NCSEM 2024

National Conference on Sustainable Engineering and Management - 2024

Last Date: 15th March 2024

Call For Paper

Volume 10 Issue 10

Last Date for paper submitting for March Issue is 25 June 2024

About Us

IJIRT.org enables door in research by providing high quality research articles in open access market.

Send us any query related to your research on editor@ijirt.org

Social Media

Google Verified Reviews