International Journal of Management, IT and Engineering
Year : 2016, Volume : 6, Issue : 8
First page : ( 138) Last page : ( 153)
Online ISSN : 2249-0558.

Clients’ and Employees’ Satisfaction in Banks: An empirical study on Gender equality

Dr. Dev Santosh*

* Jaypee Institute of Information Technology, Noida

Online published on 27 February, 2017.

Abstract

The objectives of this study is to gauge the difference between male and female clients‘ and employees‘ satisfaction in banks in India. The sample size was 337 clients (female 103 and male234) and 330 employees (female 107 and male 223). Factor analysis was done to extract and club the items responsible for client satisfaction and employee satisfaction using Principal Component analysis and Varimax rotation method. The data of respondents were analyzed using t-test. It was found that there was no significant difference between men and women as far as client satisfaction in private sector banks was concerned. Both male and female clients of private sector banks were not satisfied with Customer Orientation and Accessibility of the banks. Both male and female employees of private sector banks were not satisfied as far as Fair and Empathetic environment and Considerate Environment and Accessibility of the banks were concerned. Private sector banks need to increase the spread of their branches so that the customers and employees both can have an easy access to the banks and their branches.

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Keywords

Women, Customers, Delhi, Employees, NCR, Banks, Satisfaction.

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