ZENITH International Journal of Business Economics & Management Research
Year : 2014, Volume : 4, Issue : 11
First page : ( 44) Last page : ( 60)
Online ISSN : 2249-8826.

Employee satisfaction correlated with client satisfaction in banks

Dr. Dev Santosh

Assistant Professor, Jaypee Institute of Information Technology, Noida, Uttar Pradesh

Online published on 14 November, 2014.

Abstract

One of the areas of the economy that has received much attention in recent times is the financial sector. Within the broad ambit of the financial sector, it is the banking sector that has been the focus of academia and policymakers alike. With concerns about financial stability coming to the forefront, it is being increasingly realized that promoting healthy financial institutions, especially banks, is a crucial prerequisite for rapid and inclusive growth. Both clients and employees play a pivotal role in ensuing this growth in banks. If employees are not treated well, one can be fairly certain that the message will get through to customers, which is invariably very costly to the organization. The objective of this paper is to gauge the relationship between client satisfaction and employee satisfaction in banks. To achieve this goal, data from clients and employees in banks were collected. Pearson Correlation was employed to gauge the relationship between client satisfaction and employee satisfaction and it was revealed that employee satisfaction leads to client satisfaction and vice versa.

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Keywords

Banks, Client Satisfaction, Delhi, Employee satisfaction.

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