RELATIONSHIP BETWEEN EMPLOYEES MOTIVATION & CUSTOMER SATISFACTION- A CASE STUDY OF SELECTED BANKS IN PAKISTAN

Abstract

In the present cut throat competition of business in Pakistan, keeping the faithful customers footings has become a major issue for the management of all types of companies. Few segments particularly of services Industry where the there is very high human participation in rendering the services; companies are trying to perk up the service standards to secure and maintain the loyal customers. In present era, the retention of existing customers has become more important even than the new customers. The reason for is that the markets are being saturated very quickly due to increasing number of participants and the competitors are fighting for the same shrinking piece of pie. This improvement in service quality is based on the hypothesis that motivate and professionally well-equipped employees are the significant customer satisfaction indicators. To assess the validity of above stated supposition, this research has selected banking sector as population and chosen three Banks namely: Askari Bank Ltd., Bank Al-Habib Ltd., Habib Metropolitan Bank Ltd. as sample of this research study.The objective of this study is to understand and evaluate the main drivers of employee motivation in banking sector of Pakistan and their impact on customer satisfaction. Primary Data has been used in this study and it was collected through structured questionnaire. The reliability and consistency of primary source i.e. questionnaire was tested through Cronbach’s Alpha, whereas the author has applied Correlation and Regression technique for data analysis with Chi-Square Test for additional support to the results. Based on the rigorous literature review, survey instrument designing purified by help of pilot study, the results revealed that employee’s motivators are Compensation, Working Environment, Job Design, Staff Trainings and Performance Management System.

Keywords: Career Development, Compensation, Customer Satisfaction, Employees’ Motivation, Job Design, Work Environment


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