Efficacy of financial services: Employee-Customer relation perspective

Financial services are the act of the financial intermediaries to the households in a financial system, which involves different kinds of organisations that comes together and work in synchronisation. But the services cannot reach to the end user without the help of empowered, content and motivational employees. Indian banking sector has experienced privatization in the pre independence era, then nationalization of banks and soon after Independence and the New Economic Policy in 1991 paves the way of liberalization which opened the Indian Banking Sector for foreign and private players. This liberalistaion was done to provide better banking products and services to customer but in the race of development employee satisfaction and customer satisfaction was lagged behind. Therefore, the present study aims to find out the effect of employee satisfaction over customer satisfaction of SBI and HDFC Bank in connection with the SERVQUAL Model given by Barabara, Culiberg, & Rojsek, I.