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Impact of Employee Satisfaction on Service Quality - A Study on Public and Private Banks in Prakasam District of Andhra Pradesh
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As economic globalization intensifies competition and creates a climate of constant change, winning and keeping customers has become all the more important. Nowadays banks have realized that cost of attracting a new customer is much more than retaining existing customers, so banks are emphasizing more upon customer satisfaction. These days customers demand for top quality services and products served with minimum wait time, so customers prefer techno- savvy banks as well bankers. At this backdrop, the main problem today before the commercial banks, more particularly the public sector banks in India which were earlier operating in a sheltered regime after nationalization, is their long-run survival, tapping quality customers and forging way ahead by retaining their valued customers. In this study, we use descriptive statistics along with chi-square analysis of variance factors. In the present study we have selected public and private bank at the first stage and in the second stage 5 branches from each bank have been selected. Finally, 10 employees from each branch have been chosen. It is found that the main important influencing factors to the work quality of the bank employees in prakasam District of Andhra Pradesh.
Keywords
Employee Satisfaction, Public and Private Banks, Quality Services
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