AN ASSESSMENT OF EMPLOYEES PERCEPTION ON SERVICE QUALITY OF SELECTED PUBLIC SECTOR BANKS THROUGH SERVQUAL MODEL

Abstract

The delivery of quality banking services to the customers has become increasingly prevalent as it is eliminating uncertainties and increases customer’s loyalty. In the process of offering quality of services, employees play an important role in the banking institutions. To survive in the current competitive market conditions, delivering quality service to the customers is essential for every organisation, in particularly the banking sector. Therefore, the management need to identify the needs of the employees and should be given utmost preference and train them accordingly, as they directly interact with the customers. The study assesses the employees’ perception towards the service quality delivered to the customers by the selected public sector banks using SERVQUAL scale. A sample of 200 employees from SBI and BOB banks are selected for the study. The results indicate that the variables quality of tangibles, reliability, assurance, and responsiveness show a significant relationship with demographic factors. The findings of the study will be useful to the bankers to identify gaps in their service quality management and make necessary strategies to enhance employee’s satisfaction as well as customer’s loyalty.