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IMPACT OF INDIVIDUAL AND PROFESSIONAL ASPECTS OF EMPLOYEE BEHAVIOR ON CUSTOMER SATISFACTION: EMPIRICAL EVIDENCES FROM PAKISTANI BANKING SECTOR |
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| รหัสดีโอไอ | |
| Creator | Muhammad Umair Raza, Adnan Adeel, Muhammad Nazam, Rana Shahid Imdad Akash, Muhammad Hashim, Jamil Ahmad, Muhammad Imran Khan |
| Title | IMPACT OF INDIVIDUAL AND PROFESSIONAL ASPECTS OF EMPLOYEE BEHAVIOR ON CUSTOMER SATISFACTION: EMPIRICAL EVIDENCES FROM PAKISTANI BANKING SECTOR |
| Contributor | - |
| Publisher | TuEngr Group |
| Publication Year | 2562 |
| Journal Title | International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies |
| Journal Vol. | 10 |
| Journal No. | 4 |
| Page no. | 489-500 |
| Keyword | Relationship management, Factor analysis, Satisfaction of clients, Customers' expectations, Commercial banking, employee service behavior. |
| URL Website | https://tuengr.com/Vol10_4.html |
| Website title | ITJEMAST V10(4) 2019 @ TuEngr.com |
| ISSN | 2228-9860 |
| Abstract | Employee behavior plays an important role in convincing bank clients; conversely, there is a scarcity of study which emphasized the individual and professional features of employee behavior and their effects on client`s satisfaction. Therefore, this study provides a good detail regarding influence of bank employee service behavior on customer satisfaction. Sample population was 200 clients with functional bank accounts in four commercial banks of Pakistan. A close-ended questionnaire was employed for collection of data by conducting survey. The analysis of data was performed by employing various statistical techniques such as descriptive statistics and multiple regressions. The key findings evidently indicate significant influence of both individual (Individual traits and Individual marketing skills) and professional (Professional knowledge and Professional marketing skills) features of employee behavior on the satisfaction of clients. This study also showed that individual features of service behavior of employee have great influence on the satisfaction of clients than professional aspects. Finally, it found that bank staff's individual and professional features positively and significantly affect satisfaction of their customers; while, individual features have revealed a dominance in forecasting the clients' satisfaction. |
