Bank Employees' Perception towards Management Commitment to Internal Service Quality in India-An Empirical Study

In this electronic banking era, the three segments of banks in India namely SBI and its associates, Public sector banks and Private sector banks have to rethink and redesign their marketing policies and strategies so as to meet the formidable competitive challenges posed by foreign banks. Providing quality service to the customers is one of the ways and means in retaining existing customers and attracting prospective customers. Service quality has two dimensions-external service quality and internal service quality. This research study targets the bank employees of Salem district and finds out their perception about management's commitment to internal service quality. The results identify that empowerment, reward, training, recognition and fair treatment of employees are the factors that influence the perception of the employees in management's commitment to internal service quality. On studying the management's commitment to internal service quality factors, the factor empowerment is found to be significantly associated with age, designation and salary of the employees. With regard to the second factor namely reward, it is inferred that there is significant difference between reward and age, service and salary of the employees. As far as the remaining factors such as fair treatment of employees, training and recognition, there are no significant differences between the profile variables and these factors.