Employee Satisfaction and Client Satisfaction in the Banking Sector

2020 ◽  
pp. 443-448
Keyword(s):  
Professional Growth ◽  
Employee Satisfaction ◽  
Client Satisfaction ◽  
Banking Sector ◽  
Employee Motivation ◽  
Work Culture ◽  
Employee Morale ◽  
The Public ◽  
Public Banks ◽  
The Relationship

Employee satisfaction is the extent to which employee is happy or satisfied with the jobs. It is an important factor in employee motivation, employee goal achievement and positive employee morale in the workplace. Generally, it is considered that there is a direct link between employee satisfaction and client satisfaction. Employees are the propulsive factor in client satisfaction. It became most critical where employees were directly interacting with customers, as in banking sector. The research is carried out systematically and methodically in order to find out the relationship between employee and client satisfaction in the banking sector in Ludhiana. Samples of employees and clients were taken from the selected branches of banks in Ludhiana. It was found that the satisfaction level of employees with work culture was more at private banks than at public banks. Sufficient opportunity for career growth was provided by the public bank but professional growth and advancement in future was given more importance. The results revealed that there was no significant level of relationship between the two variables. The relationship though positive but was nonsignificant statistically

scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND INTERNAL SERVICE QUALITY FROM AN INTERNAL MARKETING PERSPECTIVE AND AN APPLICATION IN THE BANKING SECTOR

2016 ◽  
Vol 4 (2) ◽  
pp. 159-178
Author(s):  
Özlen Onurlu ◽  
Suna Karataş
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Employee Satisfaction ◽  
Banking Sector ◽  
Internal Marketing ◽  
Competitive Environment ◽  
Long Run ◽  
Marketing Activities ◽  
The Relationship

In a highly competitive environment, the meeting of customer demands and expectations in an effective way is highly crucial for companies that want to have a competitive advantage and to keep on existing in the long run. The main objective of companies is making profit in a sustainable way and this is possible by assuring customer satisfaction. The quality of the services that companies offer their customers is closely related with the performance of the employees. This has made it necessary that marketing activities for employee satisfaction be developed prior to customer satisfaction. Feeling more motivated, workers start working more eagerly as a result of these marketing activities which are called internal marketing. So, companies make their profitability sustainable by means of keeping their customers satisfied and loyal. The aim of this paper is to investigate the relationship between internal marketing activities applied to employees and employee motivations.

scholarly journals Role of Occupational Stress and Organizational Stress towards Job Satisfaction: A Study Based on Banking Sector Employees in Sri Lanka

2019 ◽  
pp. 1-12
Author(s):  
P. Siyambalapitiya ◽  
V. Sachitra
Keyword(s):  
Job Satisfaction ◽  
Sri Lanka ◽  
Occupational Stress ◽  
Banking Sector ◽  
Employee Motivation ◽  
Psychological Problem ◽  
Organizational Stress ◽  
Stress Index ◽  
Future Research ◽  
The Relationship

Aims: Occupational stress, organizational stress, common occurrences among various professions worldwide, is regarded as a major psychological problem for banking employees. The aims of the study were to identify the relationship between occupational stress and job satisfaction among employees in banking sector of Sri Lanka, to identify the relationship between organizational stress and job satisfaction among employees in banking sector of Sri Lanka and to ensure whether there any differences of the occupational stress, organizational stress and job satisfaction with respect to private and public banks, gender and working experience. Methodology: A non-experimental correlational design was used in the study. A total of 200 banking employees from 6 banks completed the banking employees Stress Index, the Job Satisfaction Survey. Results: Study findings demonstrated that there were significant positive relationships between organizational stress and job satisfaction and between occupational stress and job satisfaction there was no any significant relationship. There were significant differences in levels of job satisfaction, between male and female banking employees. Male banking employees reported higher levels of job satisfaction. Working experience wise and sector wise, there was not any significant level of differences among organizational stress and occupational stress. Conclusion: Future research is needed to examine best practices for human resource managers to improve banking employee motivation and job satisfaction of banking employees.

Influence of Emotional Intelligence on Employee Satisfaction: An Empirical Study of Banking Sector

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
Prabhjot Kaur Mahal
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Employee Satisfaction ◽  
Banking Sector ◽  
Employee Performance ◽  
Satisfaction Scale ◽  
Intelligence Scale ◽  
Northern India ◽  
Service Sectors ◽  
The Relationship

This study explores the relationship between emotional intelligence and employee satisfaction among executives working in service sectors in northern India including Delhi/NCR. Information was gathered, using three instruments, from a sample of 120 managers, by using the emotional intelligence scale developed by Chadha and Singh (2001) and job satisfaction scale developed by Harris (2000). It was found that there is a very strong significant linear relationship between emotional intelligence and employee satisfaction. This research therefore adds a new dimension to employee performance, leadership and emotional intelligence, since no similar study has been conducted.

scholarly journals Explore the relationship between Transformational Leadership, Social Interaction and Knowledge Management among Banking Sector of Pakistan

2018 ◽  
Vol 12 (1) ◽  
pp. 1727-1734
Author(s):  
Raza Hussain Lashari ◽  
Aiza Hussain Rana
Keyword(s):  
Transformational Leadership ◽  
Knowledge Management ◽  
Social Interaction ◽  
Correlation Analysis ◽  
Banking Sector ◽  
Strong Predictor ◽  
Simple Random Sampling ◽  
Middle Level ◽  
Public Banks ◽  
The Relationship

The intention of current empirical research is to explore the relationship between transformational leadership, social interaction and knowledge management among banking sector of Pakistan. The said sector is selected as population of the research. With the help of simple random sampling, different branches of public banks and private banks are selected as a sample. 270 questionnaires were circulated to top level and middle level managers. 230 questionnaires were filled by employee and used for analysis. The overall response rate was 85%. Different statistical methods i.e. Reliability analysis, Pearson’s correlation analysis and multiple regression analysis are applied on collected data. The results of Person’s correlation analysis shows that there is positive relationship between transformational leadership, social interaction, knowledge management and its dimensions i.e. knowledge sharing and knowledge application. Moreover, regression analysis’s results explains that social interaction is strong predictor of knowledge management as compare to transformational leadership. From the managerial viewpoint, the results give rational direction to banking sector of Pakistan to understand the significance of knowledge and its management as well.

Research on the Relationship between Client Satisfaction and Employee Satisfaction in Power Company

2012 ◽  
Vol 482-484 ◽  
pp. 408-412
Author(s):  
Hong Ze Li ◽  
Xiao Huang
Keyword(s):  
Customer Satisfaction ◽  
Employee Satisfaction ◽  
Client Satisfaction ◽  
Marketing Concept ◽  
Power Company ◽  
Definition Of ◽  
The Relationship

With the marketing concept of in-depth, “Customer satisfaction” as a crucial index affects companies’ profit. This paper first makes a definition of “The customer”, including the clients of purchasing products and services and the company's internal staff. Then through studying the correlation of client satisfaction and employee satisfaction, the condition of satisfied and dissatisfied, and then come to a suggestion on how to improve both of them to achieve a win-win result.

The Relationship between Reinforcement of Employee’s Customer-Centric Behavior and Employee Motivation Factors.

2020 ◽  
Vol 7 (7) ◽  
pp. 338-347
Author(s):  
Eungoo Kang
Keyword(s):  
Customer Satisfaction ◽  
Employee Satisfaction ◽  
Present Author ◽  
Employee Motivation ◽  
Motivation Factors ◽  
Incentive Programs ◽  
Technological Advances ◽  
The Relationship ◽  
Theory X

Currently, there is little doubt that factors such as intensifying competition, high job turnovers, increased market diversity and technological advances demand the present organizations to invest in strategies that encourage customer-centric behaviors. To overcome these challenges and ensure employees to be more customer-oriented, the present author suggests integrated solutions based on prior major motivation theories such as Theory X and Y, Maslow's theory and Herzberg's two factor theory. As a result, the present research explains methods that companies can use to ensure that employees are motivated and satisfied, insisting that employee satisfaction and motivation play a huge role in ensuring that the organization is running smoothly and effectively. Also, the present author points out that adopting better employee incentive programs motivate employees to embrace practices that ensure customer satisfaction and company productivity. Organizations that fail to use the most appropriate incentives to drive their employees suffer huge losses.

scholarly journals Application of Ethics in the Accounting Profession with an Overview of the Banking Sector

2018 ◽  
Vol 7 (3) ◽  
pp. 139-158
Author(s):  
Zoran Todorović
Keyword(s):  
Banking Sector ◽  
Code Of Ethics ◽  
Accounting Profession ◽  
Accounting Data ◽  
Ethical Problems ◽  
The Public ◽  
Modern Business ◽  
Business Conditions ◽  
The Relationship ◽  
Asymmetrically Distributed

Abstract This paper aims to investigate the readiness of the accounting community in Montenegro to implement the Code of Ethics for Professional Accountants. Also, the aim of this paper is to present the existing situation in the accounting profession in Montenegro, especially when it comes to the regulatory environment, in terms of whether it represents an incentive or limitation for the application of the latest ethical standards in the accounting profession. In modern business conditions, the relationship between ethics and business becomes the subject of research by numerous experts. The accounting profession took on itself the great responsibility to provide financial information to the public through professional accountants. Professional accountants are daily influenced by the challenges of the accounting profession. In the accounting profession, ethical problems involve two difficulties that are interconnected. One relates to the question of the nature of the accounting information in terms of whether it is a private or public good, and the other arises from asymmetrically distributed accounting data between those who benefit from the company’s business.

scholarly journals Betterment in Customer Service Indicating Improvement in Work Culture-A Case Study of United Bank of India (UBI)

2014 ◽  
Vol 1 (2) ◽  
pp. 79-93
Author(s):  
Arunava Narayan Mukherjee
Keyword(s):  
Public Sector ◽  
Customer Service ◽  
Banking Sector ◽  
Work Culture ◽  
The Public ◽  
Public Sector Banks ◽  
Day To Day Operations ◽  
Set Up ◽  
The One

With the initiation of the process of liberalization and reform of the financial sector, banking in India has undergone significant changes. The banking sector had to adapt rapid and radical changes. The environment became more challenging for Public Sector Banks as a good number of them survived merely by the grace of state protectionism and were administered in extremely inefficient manner which caused them to go to bankruptcies quite often. The employees of these banks with secured employment under the shield of all powerful unions were blissfully indifferent towards quality of performance particularly customer service and profitability of the bank. In face of the increasing competition where banking industry as a whole was striving to achieve greater efficiencies in their day-to-day operations, some of the Public Sector Banks actually confronted with existential crisis. The Public Sector bank under study - United Bank of India (UBI) was declared by 1999 as the one among ― the weakest in all the banks‘‘ by the Verma Committee set up by Reserve Bank of India. There was an urgent need for UBI to transform itself for bare survival and to meet the shifting requirements of the new turbulent environment.This case study narrates the transformation of UBI from one of ― the weakest in all the banks ‘‘ of India to a successful Public Sector Bank capable of providing better customer service which undoubtedly signifies improvement in the bank‘s work culture.

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