Service quality and delivery in banking services—An Indian perspective

The banking service industry has experienced great change in recent decades. The present study covers the domains of Job satisfaction of employees and its impact on the service quality delivered by them. Exploring further the construct of employee job satisfaction amongst the three groups of banks,...

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Autor principal:	Abhinav Gupta
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2016
Materias:	banking service delivery employee satisfaction job satisfaction Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/b4364f3e644342b88fb43ebe41853393
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spelling	oai:doaj.org-article:b4364f3e644342b88fb43ebe418533932021-12-02T10:44:29ZService quality and delivery in banking services—An Indian perspective2331-197510.1080/23311975.2016.1243504https://doaj.org/article/b4364f3e644342b88fb43ebe418533932016-12-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2016.1243504https://doaj.org/toc/2331-1975The banking service industry has experienced great change in recent decades. The present study covers the domains of Job satisfaction of employees and its impact on the service quality delivered by them. Exploring further the construct of employee job satisfaction amongst the three groups of banks, an attempt that is unique to this research, one finds that as expected, there is a difference between the three groups of banks in terms of the job satisfaction levels experienced by them. The overall job satisfaction is reported to be the highest amongst the PSU bank employees. The private and foreign bank employees are less satisfied compared to their counterparts working in PSU banks. Context job satisfaction factors (i.e. satisfaction with pay, variety of activities, environment and security) are more descriptive of employee job satisfaction than the content factors (i.e. satisfaction with work, customer interaction and promotion). In the case of PSU bank employees, the opportunity to interact does not contribute to the overall job satisfaction in the regression analysis. One striking result is that marital status is a significant contributor to overall job satisfaction of employees with married employees being more satisfied than the unmarried ones. The aspect of salary (pay) has the least contribution to the overall job satisfaction. This is a positive result in the sense that employees will not be influenced by higher pay offers from competitors but also draw the attention of the bank to the significant factors like environment, variety of activities that are major contributors to job satisfaction.Abhinav GuptaTaylor & Francis Grouparticlebankingservice deliveryemployee satisfactionjob satisfactionBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 3, Iss 1 (2016)
institution	DOAJ
collection	DOAJ
language	EN
topic	banking service delivery employee satisfaction job satisfaction Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	banking service delivery employee satisfaction job satisfaction Business HF5001-6182 Management. Industrial management HD28-70 Abhinav Gupta Service quality and delivery in banking services—An Indian perspective
description	The banking service industry has experienced great change in recent decades. The present study covers the domains of Job satisfaction of employees and its impact on the service quality delivered by them. Exploring further the construct of employee job satisfaction amongst the three groups of banks, an attempt that is unique to this research, one finds that as expected, there is a difference between the three groups of banks in terms of the job satisfaction levels experienced by them. The overall job satisfaction is reported to be the highest amongst the PSU bank employees. The private and foreign bank employees are less satisfied compared to their counterparts working in PSU banks. Context job satisfaction factors (i.e. satisfaction with pay, variety of activities, environment and security) are more descriptive of employee job satisfaction than the content factors (i.e. satisfaction with work, customer interaction and promotion). In the case of PSU bank employees, the opportunity to interact does not contribute to the overall job satisfaction in the regression analysis. One striking result is that marital status is a significant contributor to overall job satisfaction of employees with married employees being more satisfied than the unmarried ones. The aspect of salary (pay) has the least contribution to the overall job satisfaction. This is a positive result in the sense that employees will not be influenced by higher pay offers from competitors but also draw the attention of the bank to the significant factors like environment, variety of activities that are major contributors to job satisfaction.
format	article
author	Abhinav Gupta
author_facet	Abhinav Gupta
author_sort	Abhinav Gupta
title	Service quality and delivery in banking services—An Indian perspective
title_short	Service quality and delivery in banking services—An Indian perspective
title_full	Service quality and delivery in banking services—An Indian perspective
title_fullStr	Service quality and delivery in banking services—An Indian perspective
title_full_unstemmed	Service quality and delivery in banking services—An Indian perspective
title_sort	service quality and delivery in banking services—an indian perspective
publisher	Taylor & Francis Group
publishDate	2016
url	https://doaj.org/article/b4364f3e644342b88fb43ebe41853393
work_keys_str_mv	AT abhinavgupta servicequalityanddeliveryinbankingservicesanindianperspective
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Service quality and delivery in banking services—An Indian perspective

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