Indian Journal of Industrial Relations: Economics & Social Dev.

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HRD Climate & Customer Satisfaction in Indian Private Banks


Affiliations
1 Institute of Management and Research, Ghaziabad, India
2 Indian Institute of Management, Ahmedabad, India
3 Indian Institute of Management, Indore, India
     

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The present study examines the relationship between HRD climate and customer satisfaction. The HRD climate is conceptualized as comprising three components: general climate, OCTAPAC and HRD mechanisms. A survey based study was conducted in the Indian private banks and collected dyad level data. The data was collected from the employees and customers who were served directly by the bank employees. Data analysis was performed using a SEM technique, which showed that all the three components of HRD climate have a positive impact on customer satisfaction. Implications for research and practice are discussed.
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  • HRD Climate & Customer Satisfaction in Indian Private Banks

Abstract Views: 219  |  PDF Views: 0

Authors

Shweta Mittal
Institute of Management and Research, Ghaziabad, India
Vishal Gupta
Indian Institute of Management, Ahmedabad, India
Manoj Mottiani
Indian Institute of Management, Indore, India

Abstract


The present study examines the relationship between HRD climate and customer satisfaction. The HRD climate is conceptualized as comprising three components: general climate, OCTAPAC and HRD mechanisms. A survey based study was conducted in the Indian private banks and collected dyad level data. The data was collected from the employees and customers who were served directly by the bank employees. Data analysis was performed using a SEM technique, which showed that all the three components of HRD climate have a positive impact on customer satisfaction. Implications for research and practice are discussed.