A Study on Human Resource Management Practices and Customer Satisfaction in the Select Public and Private Sector Banks

Abstract

The primary aim of the study is to analyze the impact of human resource management practices on customer satisfaction in public and private sector banks. The result of the study reveals that both in public and (Dutta and Dutta, 2009) private sector banks combined together, the officers have moderate perception, clerical and sub staff have low perception about overall human resource management practices of the banks. Similarly, officers in public and private sector banks have moderate perception and clerical and sub staff revealed low perception. It can be inferred from the study that all officers in the public and private sector banks are moderately satisfied with the overall human resource management practices whereas clerical and sub staff have expressed very low satisfaction with the overall human resource management practices practiced by the banks. The study further revealed that the private sector banks provide better service quality when compared to public sector banks in the study area. The study further revealed that the private sector banks provide better service quality when compared to public sector banks in the study area. There is a significant association between human resource management practices and service quality dimensions such as tangibility, reliability, responsiveness, assurance, empathy and overall customer satisfaction. It is evident that all human resource management practices are highly contributing to the enhancement of customer satisfaction of the sample bank.