Customer Satisfaction through Human Resource Management Empirical Evidences from Bank Customers in Colombo District

Abstract

Bank as a service oriented business, customer satisfaction is essential to gain competitive advantages from the volatile organizational environment. There are several factors affecting to the customer satisfaction. Among these factors, practices of HRM is a significant internal factor. In the Sri Lankan context, there are no any research findings regarding the impact of the practices of HRM to the customer satisfaction in banking sector. Then, it illustrates that there is no any theoretical knowledge about how to increae customer satisfaction through HRM. Therefore, “is there an effect of the practices of HRM to determine the customer satisfaction in banking sector?, which is the problem of the study. The sample of the study limited to 100 banking customers in Colombo district and questionnaire was used to gather the primary data. Univariate, and bivariate analyses were hired to analysis the primary data. The major finding of the study is that there is an impact of the practices of HRM to determine the customer satisfaction in banking sector. Therefore, as a bank manager, bank has to develop HRM system to enhance the customer satisfaction.