A Pragmatic Study of Employee Perception on Service Quality Management Practices in the Banking Sector

Rama Mohana Rao Katta, Chandra Sekhar Patro and Sanyasi Rao Pinninti
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Rama Mohana Rao Katta: Department of Commerce and Management Studies, Andhra University, India
Chandra Sekhar Patro: Department of Management Studies, Gayatri Vidya Parishad College of Engineering (Autonomous), India
Sanyasi Rao Pinninti: Department of Management Studies, Vignans' Institute of Information Technology (Autonomous), India

International Journal of Applied Behavioral Economics (IJABE), 2020, vol. 9, issue 2, 38-56

Abstract: Service quality is regarded as an essential success factor for any organization to stand out from its competitors. In the present competitive environment, the banking sector to be successful should not only focus on providing a wide range of product lines but also emphasize the importance of its services, particularly in maintaining service quality. The employees should be contented with the service quality management practices adhered to by the banks. When internal customers perceive higher value, they can provide better quality services to external customers. The study examines employee perception of service quality management practices in public sector banks. The results reveal that there is a significant association between demographic factors and employee perceptions of service quality management practices in public sector banks. The findings may be helpful to infer the niceties of business needs and promote necessary strategies in improving service quality to satisfy employee as well as customer expectations in the banking sector.

Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jabe00:v:9:y:2020:i:2:p:38-56

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