IMPACT OF ATTITUDE OF BANK EMPLOYEES ON

CUSTOMER SATISFACTION
Introduction
This study is to determine the effect of employees ethical behavior on customer
satisfaction in banking sector, Employees are service provider who make
relationship b/w customers and banking sector. The behavior displayed by
employees to wards customers in the process of service to determine customers
satisfaction of service quality as well as their satisfaction. For instance banking
employees having greater impact than other factors on customer satisfaction.
In that sense, it is great significance that employees displays appropriate
behavior for a service experience that customers perceive as pleasing and high
quality service.
In banking sector there is high interaction b/w employee and customers.
Because banking sector spend a great deal of time and money on marketing
and promotional activities in order to attract new customers. It is important for
them to maintain loyalty among their existing customers. Because successful
customer and employees encounter is very important in creating such loyalty. It
is also important to examine the element that determine the success of such
customer encounter, particularly in term of bank employee behavior that have
positive and negative on customer perception.
This study aim to reveal the employee behavior that cause the success or
failure of customers-employees encounter in banking sector as well as the
attitude and reason underlying these behavior and compare the comments of
employees and customers regarding how customers evaluate their behavior.

OBJECTIVE OF THE STUDY

We determined our objectives behind preparing the report on the topic
mentioned above. The aim of the research study may be summarized by
following research objectives.

To determine the effect of bank employees behavior on customer

satisfaction.
To estimate the customers satisfaction from banking employees.
To identify the level of satisfaction of the customers.
To identify how employee attitude influence bank effectiveness.

 To evaluate customer satisfaction towards the bank employee behavior

and attitude.
To describe the bank employees and customer relationships.
To study the attitude of bank employees toward their customer.
To identify factors which effect on the customer satisfaction.

This chapter present the finding of our study that data has been collected 70
respondent from general banking customers. The following section present the
graphical data and its interpretation question wise.
Q No: 01

Do Bank employees are always willing to help you?

(a) Yes

(b) No

(c) some time

This question express that in banking sector employees are helping the
customers or not may be.

Above graph shows that percentage of the respondent who said about banking
employees interm of help, means how much the banking employees helping the
customers.
As graph shows that 56% of the respondent said that banking employees are
willing to help the cutomers

and 13% of the respondent said that banking

employee are not wiling to help the customers and 31% of the respondent said
that some time banking employees may help the customers and sometime may
not help the customers
VIEW: As graph shows that 56% of the respondent give replied that banking
employees are willing to help the customer because in every bank this is duty
of every employee to help the every customer.

Q No: 02

Should the bank staffs have training to shape up their attitude

towards a customer?
(a) Yes

(b) No

This question express that is there any need of training to banking employees
to improve their attitude in better way.

Source: This study

This graph show that 79% respondents said that the banking employees have a
need of training to develop the good attitude and

21% of the respondent

replied that employee have not need of training to boostup their attitude.
As above graph shows that highly percentage of Respondent said that banking
employees have need of training ot improve their attitude because if the
attitude of employees is bad which effect on satisfaction of the customers and
also effect on own performance.

Q No: 5

What will be the response of employees when you have any

problem in transaction?
(a) Excellent

(b) Very Good

(d) Average

(e) Poor

(c) Good

This question express that how much banking employees give the response the
to customer when customer tells the query to employee in transaction.

So as graph explained that 16% of the respondent said that the bank
employees give excellent response to customer means give quickly response
when customer have any query in transaction and 30% of the respondent said
that the response of employees with customers is very good and 27%
respondent replied that their response of employee is good and 19% respondent
that there is normal response from employees toward customers and 6% of the
customers said that the employee are busy in own work they did not response
to the customers or they dont give the time to customers.
VIEW: As graph shows that the huge percentage of the respondent give his
views through questionnaire that the banking employees give very good
response to customer when customers have any query in any transaction. So
therefore they give very good response to customers because the only
employees which have the knowledge of banking works so that way employees
give very good response to customers.

Q No: 4

Behavior of male employees with you?

(a) Excellent

(b) Very Good

(d) Average

(e) Poor

(c) Good

This question express the behavior of male banking employees with customers
in banking sector.

Source: this Study

As graph appear that 16% of the respondent said that male employee behavior
is excellent and 36% of the respondent said that the male behavior is very good
and 34% of the respondent says that says that male employee behavior is good
and 13% respondent said the male employees behavior is normal with
customers and 1% said that there is bad behavior of employee with customers.
VIEW: As graph shows that 36% of the respondent said that the male behavior
is very good

because trainee officer in banking sector which they teach

employees how to behave the customers.

Q No: 5

Behavior of female employees with you?

(a) Excellent

(b) Very Good

(d) Average

(e) Poor

(c) Good

This question expresses the behavior of female banking employees with

customers in banking sector.

Source; This study

As graph appear that 23% of the respondent said that female employee
behavior is excellent and 31% of the respondent said that the female behavior
is very good and 23% of the respondent says that says that male employee
behavior is good and 20% respondent said the female employees behavior is
normal with customers and 1% said that there is bad behavior of employee
with customers.
VIEW: As graph shows that 36% of the respondent said that the female
behavior is very good because trainee officer in banking sector which they
teach employees how to behave the customers

Q No: 6

The female staff more cooperate and more responsible more than
male?

(a) Strongly Agree

(b) Agree

(d) Disagree

(e) Strongly Agree

(c) Neutral

This question express that which gender is more cooperative and responsible
either male or female

or participation of male as compared to female in

banking sector to customers.

Source: This study

Above graph shows that 23% of the respondent are strongly agreed that female
staff give more response than male and 23% of the respondent are agreed from
this statement and 24% respondent are neutral which say that both are same
responsible and cooperative and 19% of the respondent are disagreed from the
statement and 1% of the respondent which strongly disagreed from this
statement.
VIEW: As graph shows that the highly percentage of the customer are normally
agreed from the statement which mention above because the nature of female
and the nature of male is different.

Q No: 7

Which gender give you the right information

(a) Male

(b) Female

(c) Every one

This question express that who gives the right and more valuable information
to the customer either male or female or every one.

Above graph shows that 24% of the respondent said that male employees giver
more and right information rather than female and 13% of the respondent said
that female give the right information rather than male and 63% of the
respondent said that both male and female give the right information
VIEW

As graph shows that the high percentage 63% of the respondent

replied that every one mean bother male and female give the right information
to the customer because this is included in job description of employee to give
the right information to valuable customer on right time.

Q No:

Should bank employees listen carefully your problem?

(a) Yes

(b) No

(c)Some time

This question explain how much bank employees listen the problem and solve
the problem of customer.

Source: this study

Above graph shows that 57% of the respondent give replied that Yes bank
employees listen the customer problem and also solve the customer problem
and 4% of the customers said that bank employees busy in own work. They
dont listen the problem of the customers and 39% of the respondent said that
some time bank employees listen customers problem and some time they dont
give replied to customer or dont listen customer problem
View: As graph shows that the highly 52% of the respondent give positively
answered that bank employees are listened our problem and they solved

customer problem because bank pay the salary to employees for to give services
to customers and also this is included in the job description of the employees.

Q No: 08

Lack of communication between employees and customer create a

problem?

(b) yes

(b) No

(c) some time

This question explain misunderstanding between employees and customer

which create the problems.

Above graph shows that percentage of the respondent said that said that lack
of communication which create problems between employees and customer.
As graph show that 39% of the respondent replied that if there is no good
communication than problems and 22% of the respondent said that there
employees are not good communication skills than there is no effect on
customer or problem are not arises and 39% of the respondent said that some

time communication between the employees and customer is important some

time is not important.
VIEW

As graph shows that the highly percentage of the responded give

positive response this question because communication skill is part of behavior

if employees have good communication skills then there is less chances of
problem arises.

Q No: 09

how much you satisfied from the behavior of banking employees on

banking sector?

(a) Excellent

(b) Very Good

(d) Average

(e) Poor

(c) Good

This question express customer satisfaction from employees behavior in

banking sector.

Above graph show that satisfaction level of the customer toward there employee
attitude in bank as graph show 11% percentage of the respondent are highly

satisfied from the behavior of 67% of respondent are only satisfied and 11
percent are neutral means not satisfied not dissatisfied and also 9% of the
respondent are dissatisfied from the behavior of employees and non of the
respondent are highly dissatisfied mean strongly dissatisfied.
VIEW As graph shows the highly percentage of the respondent are satisfied
from the behavior of employees because in the nature of bank job, employee
gives response to customer politely and give respect every customer that is why
highly percentage of the customer are highly satisfied from the behavior
employees

CONCLUSION
The main purpose of this research is to examine the influence ethical
behaviour of employees on customer satisfaction and retention. The following
conclusions were made.
There is positive and significant influence of ethical behaviour of banking
employees on customer satisfaction and loyalty as well. This means improving
employee ethical behaviour of banking employees will result in increasing
customer satisfaction and retention.
Also there is positive and significant influence of banking employees attitude on
customer satisfaction and retention. This means if employees attitude is
positive towards customers then customer satisfaction and retention will
improve.
There is positive correlation between employee ethical behaviour and customer
satisfaction. Because if bank employees engage in more ethical behaviour
practice then customer satisfaction will improve.
Also there is influence of improved customer satisfaction on customer
retention. This means if customer are more and more satisfied, then customers
to stay with business and would be easier to retain the customers.