Employee Satisfaction and Client Satisfaction in the Banking Sector

Published On: 2020-09-28 13:32:21

Price: ₹ 500.00

Author: Navjot Kaur, Pratibha Goyal and Manjeet Kaur*

Author Address: School of Business Studies, Punjab Agricultural University, Ludhiana-141004 (Punjab)


Employee satisfaction is the extent to which employee is happy or satisfied with the jobs. It is an important factor in employee motivation, employee goal achievement and positive employee morale in the workplace. Generally, it is considered that there is a direct link between employee satisfaction and client satisfaction. Employees are the propulsive factor in client satisfaction. It became most critical where employees were directly interacting with customers, as in banking sector. The research is carried out systematically and methodically in order to find out the relationship between employee and client satisfaction in the banking sector in Ludhiana. Samples of employees and clients were taken from the selected branches of banks in Ludhiana. It was found that the satisfaction level of employees with work culture was more at private banks than at public banks. Sufficient opportunity for career growth was provided by the public bank but professional growth and advancement in future was given more importance. The results revealed that there was no significant level of relationship between the two variables. The relationship though positive but was nonsignificant statistically. 


Indian Journal of Economics and Development
Volume 16 No. 3, 2020, 443-448
DOI: https://doi.org/10.35716/IJED/20050
Indexed in Clarivate Analytics (ESCI) of WoS
Scopus: Title Accepted
NAAS Score: 4.82