Competitiveness in banking industry: A study of employee satisfaction, customer satisfaction and productivity in service quality

Abstract

This research attempts to assess customer and employee satisfaction as well as productivity in service quality. In doing so, a commercial bank, was used as a case study aimed at finding out if there are linkages between employee satisfaction, customer satisfaction and productivity in service quality. Others were to determine whether employee satisfaction can lead to customer satisfaction; customer satisfaction with the quality of services of an organization can lead to organizational productivity; and customer satisfaction with product of an organization could translate into its productivity. To achieve these objectives, 230 customers (82 savings account holders and 148 current account holders) of the bank were stratified and randomly selected. The selected respondents were given questionnaires that contained questions relevant to the above objectives. These questionnaires were self-administered. The responses gotten thereof were analysed using cross tabulations and percentages and the stated hypotheses were tested using chi-square test statistics. The findings showed that there is a linkage between employee satisfaction, customer satisfaction and productivity. Employee satisfaction does lead to customer satisfaction; customer satisfaction with the quality of services of an organization can lead to organizational productivity; and customer satisfaction with product of an organization can translate into its productivity.