Prabandhan: Indian Journal of Management

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Impact of Job Satisfaction on Intention to Quit: A Study on Customer Service Providers in Commercial Banks


Affiliations
1 Assistant Professor (HRM), Department of Agricultural and Rural Management, Tamil Nadu Agricultural University, Coimbatore - 641 003, Tamil Nadu, India
2 Professor, Department of Agricultural and Rural Management, Tamil Nadu Agricultural University, Coimbatore - 641 003, Tamil Nadu, India
3 Professor, PSG Institute of Management, Coimbatore, Tamil Nadu, India
     

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This paper attempts to evaluate the impact of job satisfaction by examining the intention to quit behavior of customer service providers (CSPs) employed under the financial inclusion programme in different commercial banks. A sample of 120 customer service providers were selected from Salem district of Tamil Nadu, and the respondents were personally interviewed. Research results revealed that there was a negative relationship between level of job satisfaction and the intention to quit behavior among the customer service providers. Further, this study also analyzed the CSP's major causes of dissatisfaction with their jobs. Finally, some important strategies were suggested for the betterment of the customer service providers employed under the business correspondent model of the financial inclusion programme. This study will be an eye opener for bankers and policy makers, giving an insight as to how to carry forward this financial inclusion model in a more effective manner.

Keywords

Customer Service Provider, Job Satisfaction, Intention to Quit, Financial Inclusion, Business Correspondent Model

J28

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  • Impact of Job Satisfaction on Intention to Quit: A Study on Customer Service Providers in Commercial Banks

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Authors

C. Muralidharan
Assistant Professor (HRM), Department of Agricultural and Rural Management, Tamil Nadu Agricultural University, Coimbatore - 641 003, Tamil Nadu, India
R. Venkatram
Professor, Department of Agricultural and Rural Management, Tamil Nadu Agricultural University, Coimbatore - 641 003, Tamil Nadu, India
R. Krishnaveni
Professor, PSG Institute of Management, Coimbatore, Tamil Nadu, India

Abstract


This paper attempts to evaluate the impact of job satisfaction by examining the intention to quit behavior of customer service providers (CSPs) employed under the financial inclusion programme in different commercial banks. A sample of 120 customer service providers were selected from Salem district of Tamil Nadu, and the respondents were personally interviewed. Research results revealed that there was a negative relationship between level of job satisfaction and the intention to quit behavior among the customer service providers. Further, this study also analyzed the CSP's major causes of dissatisfaction with their jobs. Finally, some important strategies were suggested for the betterment of the customer service providers employed under the business correspondent model of the financial inclusion programme. This study will be an eye opener for bankers and policy makers, giving an insight as to how to carry forward this financial inclusion model in a more effective manner.

Keywords


Customer Service Provider, Job Satisfaction, Intention to Quit, Financial Inclusion, Business Correspondent Model

J28




DOI: https://doi.org/10.17010/pijom%2F2013%2Fv6i7%2F60011